Virgin Media Community

[baldyslaphead59]

Upstream bonded channels

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

1	60299996	29	5120	64 qam	1
2	39400000	29	5120	64 qam	4
3	46200000	29	5120	64 qam	3
4	53700000	29	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

01/11/2021 01:36:32	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 01:31:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 02:13:59	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 21:41:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 18:14:31	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 20:14:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 18:14:3	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 20:14:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 12:28:47	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 02:14:30	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 00:08:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 22:12:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 21:05:9	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:39:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:38:51	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 19:25:54	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Zach_R]

Hi @baldyslaphead59,

I am really sorry to hear/see that you're having some complications with your connection recently. I'm going to send you a private message in a few moments so we can take some additional details and have a closer look at what's going on.
 

Please respond to this at your earliest convenience and we can go from there.

Thanks,
 

[james1988davies]

So I’m having the same problem. It started about a week ago and my connection drops daily and I have to reboot my router. I was told in another forum to try and turn smart WiFi off, which I did yesterday, and yet I have woken up this morning with no connection.

The strange thing is that SOME devices remain connected. For example my Apple TV and Virgin set top box are still connected and I can watch apps like Netflix, but my main devices like phone and tablets have reverted to 4G. I’ve had to reboot the router daily to get a connection, and then it drops again the following day.

I’ll be honest, I’m a bit of a novice when it comes to this. All the numbers and tables and stuff that have been posted by the OP go over my head and I’ve no idea what any of that means haha. All I know is all of a sudden my Virgin broadband doesn’t seem to want to do what it’s meant to.

[baldyslaphead59]

Hi Zach.

Sorry, can you PM me again please, seems I deleted my reply by accident, sorry!

baldy

[baldyslaphead59]

Another reboot around 9pm.

Downstream bonded channels

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

1	330750000	3	38	256 qam	25
2	202750000	3.2	40	256 qam	9
3	210750000	3.4	40	256 qam	10
4	218750000	3.2	40	256 qam	11
5	226750000	3.4	40	256 qam	12
6	234750000	3.5	40	256 qam	13
7	242750000	3	38	256 qam	14
8	250750000	2.9	40	256 qam	15
9	258750000	2.9	40	256 qam	16
10	266750000	2.9	40	256 qam	17
11	274750000	3	40	256 qam	18
12	282750000	3.2	40	256 qam	19
13	290750000	3.4	40	256 qam	20
14	298750000	3.4	38	256 qam	21
15	306750000	3.4	40	256 qam	22
16	314750000	3.4	40	256 qam	23
17	322750000	3.2	38	256 qam	24
18	338750000	2.9	40	256 qam	26
19	346750000	3	38	256 qam	27
20	354750000	3.4	40	256 qam	28
21	362750000	3.4	40	256 qam	29
22	370750000	3	38	256 qam	30
23	378750000	3	38	256 qam	31
24	386750000	3.2	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	4	0
2	Locked	40.3	19	0
3	Locked	40.3	5	0
4	Locked	40.3	6	0
5	Locked	40.3	4	0
6	Locked	40.3	4	0
7	Locked	38.9	0	0
8	Locked	40.3	0	0
9	Locked	40.3	4	0
10	Locked	40.3	0	0
11	Locked	40.3	4	0
12	Locked	40.3	5	0
13	Locked	40.3	4	0
14	Locked	38.9	5	0
15	Locked	40.9	6	0
16	Locked	40.3	4	0
17	Locked	38.9	3	0
18	Locked	40.3	0	0
19	Locked	38.9	5	0
20	Locked	40.3	6	0
21	Locked	40.3	5	0
22	Locked	38.9	5	0
23	Locked	38.9	3	0
24	Locked	38.9	0	0

Upstream bonded channels

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

1	60299922	29	5120	64 qam	1
2	39400026	29	5120	64 qam	4
3	46200058	29	5120	64 qam	3
4	53699988	29	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[baldyslaphead59]

Network Log

Time Priority Description

01/11/2021 01:36:32	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 01:31:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 02:13:59	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 21:41:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 18:14:31	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 20:14:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 18:14:3	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 20:14:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 12:28:47	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 02:14:30	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 00:08:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 22:12:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 21:05:9	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:39:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:38:51	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 19:25:54	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[baldyslaphead59]

Share Broadband Quality Monitor | thinkbroadband

[Zach_R]

Hi @baldyslaphead59,

Thank you for getting back to me via private message to offer some more details. As discussed there, I've arranged for a technician visit to go ahead for you.

For security reasons I'm unable to confirm publicly the date/time of the booking, but you can check via your My Virgin Media online account and reschedule it if needed.

Let us know how the visit goes.

Thanks,
 

[baldyslaphead59]

Hi Zach.

In "My Account" I've accessed the help / orders and appointments section / Manage your order and appointment / Quick start or engineer / how to reschedule, whereby it then asks me to sign in (I already have) and greets me with

My Orders and Appointments

It looks like you don't have any open orders!

If you'd like to make a change to your package, its easy to do online.

Expecting to see an open order here?

If you've placed an order within the last 24 hours, please wait one full day for this to show. If you still can't see an order this time, contact us to find out more.

By clicking the "contact us" link embedded above, it then loops me back to the same cycle, asking me to sign in again, etc etc.

I'll give it until later today as it does state it can take 24 hours for appointments to show, even though I had a text to confirm it had already been booked, yesterday!

If it's not there then, will message back

Cheers

baldy

[baldyslaphead59]

Downstream bonded channels

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

1	330750000	3	40	256 qam	25
2	202750000	3.4	40	256 qam	9
3	210750000	3.5	40	256 qam	10
4	218750000	3.2	40	256 qam	11
5	226750000	3.5	40	256 qam	12
6	234750000	3.5	40	256 qam	13
7	242750000	3.2	38	256 qam	14
8	250750000	3	40	256 qam	15
9	258750000	3	40	256 qam	16
10	266750000	3	40	256 qam	17
11	274750000	3	40	256 qam	18
12	282750000	3.2	40	256 qam	19
13	290750000	3.4	40	256 qam	20
14	298750000	3.5	38	256 qam	21
15	306750000	3.4	40	256 qam	22
16	314750000	3.5	40	256 qam	23
17	322750000	3.2	38	256 qam	24
18	338750000	3	40	256 qam	26
19	346750000	3	38	256 qam	27
20	354750000	3.5	40	256 qam	28
21	362750000	3.4	40	256 qam	29
22	370750000	3.2	38	256 qam	30
23	378750000	3	38	256 qam	31
24	386750000	3.2	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	36	0
2	Locked	40.9	33	0
3	Locked	40.3	24	0
4	Locked	40.3	17	0
5	Locked	40.9	22	0
6	Locked	40.9	19	0
7	Locked	38.9	41	0
8	Locked	40.3	35	0
9	Locked	40.3	39	0
10	Locked	40.3	81	0
11	Locked	40.3	41	0
12	Locked	40.3	23	0
13	Locked	40.3	29	0
14	Locked	38.9	35	0
15	Locked	40.3	17	0
16	Locked	40.3	22	0
17	Locked	38.9	28	0
18	Locked	40.3	28	0
19	Locked	38.9	25	0
20	Locked	40.3	19	0
21	Locked	40.9	19	0
22	Locked	38.9	20	0
23	Locked	38.9	21	0
24	Locked	38.9	6	0