Connection dropping out

[mattcodling]

Hello,

Recently my VM connection has been dropping out every now and then. It only drops out very shortly but it’s obviously not ideal. This never used to happen.

I’ve reset the router twice which seemed to fix the issue temporarily, but I shouldn’t need to keep doing this. 
tried to speak with VM support but it’s impossible to just get an engineer out.

Anyone able to assist on how to just organise an engineer? I pay a lot for my service and don’t need the hassle of speaking with someone for an hour to get one booked. 
thanks

[RT123]

Hi,

Could you please provide the downstream, upstream and network logs?

To get these - go to 192.168.0.1 (or 192.168.100.1 if in modern mode) and click “Check Router Status’ 

There’s the forum team here - but they can take a few days to respond (and sometimes ignore clear issues) 

[mattcodling]

Thanks, I'm on the router page now but can't seem to find an option to export the Downstream, Upstream. The Network Logs don't load. I've attached a snip of the Status.

[mattcodling]

Got a little further after a reboot through web console. I'm seeing these critical messages from the last few days in the network log: This could just be extra noise for all I know. Have blanked out MAC.

Time Priority Description

14-05-2024 11:56:12	notice	GUI Login Status - Login Success from LAN interface
14-05-2024 10:46:10	notice	REGISTRATION COMPLETE - Waiting for Operational status
14-05-2024 10:46:06	notice	US profile assignment change. US Chan ID: 7; Previous Profile: 13; New Profile: 11 13.;CM-MAC=xxxxx;CMTS-MAC=xxxxxCM-QOS=1.1;CM-VER=3.1;
14-05-2024 10:46:01	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxxxxCMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
14-05-2024 10:45:53	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=xxxxxx35;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
14-05-2024 10:45:51	notice	Honoring MDD; IP provisioning mode = IPv4
14-05-2024 10:45:28	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-05-2024 10:45:27	critical	Cable Modem Reboot because of - unknown
13-05-2024 14:08:48	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=xxxxCMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
13-05-2024 14:08:48	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
13-05-2024 14:07:40	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
11-05-2024 01:17:45	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxxCMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
05-05-2024 08:26:17	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 17:32:30	critical	Cable Modem Reboot because of - Reboot Timezone Change
02-05-2024 17:32:30	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 17:29:17	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 17:29:17	critical	Cable Modem Reboot because of - pin-reset

[mattcodling]

Downstream info:

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	306000000	3.4	41	QAM 256	22
2	146000000	6.1	40	QAM 256	2
3	154000000	5.9	40	QAM 256	3
4	162000000	5.5	40	QAM 256	4
5	170000000	5.1	40	QAM 256	5
6	178000000	4.8	40	QAM 256	6
7	186000000	4.6	40	QAM 256	7
8	194000000	4.6	40	QAM 256	8
9	202000000	4.7	40	QAM 256	9
10	210000000	4.8	40	QAM 256	10
11	218000000	4.7	41	QAM 256	11
12	226000000	4.4	41	QAM 256	12
13	234000000	4.1	41	QAM 256	13
14	242000000	4	41	QAM 256	14
15	250000000	3.9	41	QAM 256	15
16	258000000	4.1	41	QAM 256	16
17	266000000	4.1	41	QAM 256	17
18	274000000	4	41	QAM 256	18
19	282000000	4	41	QAM 256	19
20	290000000	4.2	41	QAM 256	20
21	298000000	3.9	41	QAM 256	21
22	314000000	3.3	41	QAM 256	23
23	322000000	3.2	41	QAM 256	24
24	330000000	3	41	QAM 256	25
25	370000000	2.4	41	QAM 256	26
26	378000000	2.1	41	QAM 256	27
27	386000000	1.7	41	QAM 256	28
28	394000000	1.5	41	QAM 256	29
29	402000000	1.3	41	QAM 256	30
30	410000000	1.6	41	QAM 256	31
31	418000000	1.8	41	QAM 256	32

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	0	0
2	Locked	40	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	40	0	0
8	Locked	40	0	0
9	Locked	40	0	0
10	Locked	40	0	0
11	Locked	41	0	0
12	Locked	41	0	0
13	Locked	41	0	0
14	Locked	41	0	0
15	Locked	41	0	0
16	Locked	41	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	41	0	0
20	Locked	41	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	41	0	0
24	Locked	41	0	0
25	Locked	41	0	0
26	Locked	41	1	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	41	0	0
30	Locked	41	1	0
31	Locked	41	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

39

-5.9

17385079

0

Upstream:

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	39.5	5120	QAM 64	1
1	43100000	39.5	5120	QAM 64	2
2	36600000	39.3	5120	QAM 64	3
3	30100000	38.8	5120	QAM 64	4
4	23600000	38.5	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

7

10.4

34.7

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

7

OFDMA

208

74000000

0

0

[RT123]

Looks like the router may have been forced to restart due to errors earlier, there was also 16 consecutive T3 errors yesterday (making it a T4 time out) - the Sync errors are also indicative of a problem.

This all needs investigation by a Virgin Engineer (if you wait a few days, the forum team will reach out). Could also contact the social media team on X/Facebook - this may be quicker.

[mattcodling]

Thanks, I’ll wait for a forum admin!

[Matthew_ML]

Hey mattcodling, thank you for reaching out and I am so sorry to see you've been having some connection issues.

Thank you posting all this information its been very helpful.

I am going to send you a DM to look into this.