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Consistent disconnections that require router restart/reset

I consistently lose connection multiple times a day that requires switching the router off/on again. I've also tried a pin reset, and the issue remained.

Network Log

Time Priority Description

14/09/2020 12:40:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 12:39:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 12:35:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 12:14:36criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 12:08:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 11:58:42criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 11:48:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 11:48:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 11:23:20criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 11:18:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 11:17:17criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 11:13:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 11:02:39criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 06:35:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 06:34:27criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 06:18:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 05:57:20criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 05:46:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 05:45:19criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Consistent disconnections that require router restart/reset

Downstream bonded channels

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

12030000001.440256 qam9
21390000002.240256 qam1
3147000000240256 qam2
4155000000240256 qam3
5163000000240256 qam4
6171000000240256 qam5
71790000001.940256 qam6
81870000001.940256 qam7
91950000001.740256 qam8
102110000001.440256 qam10
112190000001.238256 qam11
122270000001.238256 qam12
132350000001.240256 qam13
14243000000140256 qam14
15251000000140256 qam15
162590000001.540256 qam16
172670000001.540256 qam17
182750000001.440256 qam18
192830000001.740256 qam19
202910000001.540256 qam20
212990000001.540256 qam21
223070000001.740256 qam22
233150000001.740256 qam23
243230000001.540256 qam24



Downstream bonded channels

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

1Locked40.94615610090
2Locked40.9140
3Locked40.950
4Locked40.950
5Locked40.9180
6Locked40.360
7Locked40.311104292
8Locked40.36717260
9Locked40.91566080
10Locked40.368180
11Locked37.31860
12Locked38.900
13Locked40.950
14Locked40.900
15Locked40.310
16Locked40.950
17Locked40.370
18Locked40.900
19Locked40.350
20Locked40.330
21Locked40.360
22Locked40.360
23Locked40.350
24Locked40.910

 

Upstream bonded channels

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

1326000004.925512016 qam5
2394000004.975512064 qam4
3462000005.05512064 qam3
4537000005.1512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Consistent disconnections that require router restart/reset

Can you do a reboot using this exact method ...

Switch the Hub off for 5 minutes using the small switch on the rear of the Hub next to the power cord.

Allow the Hub a few minutes to fully restart then try your connection again.

 

One of your Upstream Channels is at 16 QAM, it should be 64 QAM.

Another Channel is at the max power of 5.1dBmV and another is very close at 5.05dBmV.

These will require an engineer visit to put right.

Upstream bonded channels

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

1326000004.925512016 qam5
2394000004.975512064 qam4
3462000005.05512064 qam3
4537000005.1512064 qam2

 

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Consistent disconnections that require router restart/reset

Hello watkinzez

Thanks for your post 

Let me get this engineer booked in for to fix the upstream and downstream channels sorted 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Re: Consistent disconnections that require router restart/reset

Hi Gareth, I haven't recieved a PM yet.

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Re: Consistent disconnections that require router restart/reset

That's very strange watkinzez, 

Not to worry, not to worry I have resent it

Gareth_L

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Re: Consistent disconnections that require router restart/reset

Hello watkinzez

I was going to check with you on how the engineers visit went

But we have some issues in the arare that would have been the cause of your disconnections

Good news is this will be fixed this afternoon around 5pm and is stored under reference number C01142154  

I will get back to you tomorrow to see how things are

Gareth_L

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Re: Consistent disconnections that require router restart/reset

Hi Gareth, no one showed up today. Still having the disconnection issue this evening.

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Re: Consistent disconnections that require router restart/reset

Hi watkinzez,

 

I've checked your details and the fault Gareth mentioned and it has been closed however our team of engineers have found an SNR issue and an outage (F008428694) has been raised with the estimated fix time for 30/09. I'm sorry about this but please be patient whilst we work on this local area outage. Once it's been cleared, please reboot your Hub and let us know if you still have any issues with it as only when the outage is cleared can we get an engineer out to visit your property.

 

Thanks,

 

Lisa