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Constant Disconnection

Tiaan
Tuning in

I get constant and, seemingly random, disconnections. The log either indicates T3 or T4 errors, for example:
- T3: No Ranging Response received - T3 time-out; (...)
- T4: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out; (...)

This usually results in me waiting anywhere from 10-30+ minutes for reconnecting. Sometimes I just unplug and replug everything (usually in that 30+ minute range).

From what I can see, this is likely more a problem with the connection to the main network, rather than issues with my equipment, which would make sense as the equipment is brand new.

I don't seem to have a way of contacting support other than through the forum, hence the post.

35 REPLIES 35

Log at this point:

Network Log 
TimePriorityDescription
08/04/2022 02:21:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 02:20:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2022 22:38:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:27criticalReceived 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;
07/04/2022 18:08:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2022 18:08:50Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2022 17:55:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2022 13:52:43criticalReceived 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;
06/04/2022 20:24:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2022 19:01:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2022 11:33:9criticalReceived 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;
04/04/2022 21:21:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 21:06:32criticalReceived 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;
04/04/2022 19:37:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:24criticalReceived 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;
01/01/1970 00:08:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 19:13:49criticalReceived 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;
04/04/2022 19:10:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 14:39:2criticalReceived 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;

Struggled a lot yesterday. Probably the worst (right after a reset of everything - i.e. unplug/replug everything, power disconnected for about 10 minutes):

Downstream bonded channels  
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12.99E+081.438256 qam21
21.39E+081.238256 qam1
31.47E+081.238256 qam2
41.55E+081.540256 qam3
51.63E+081.440256 qam4
61.71E+081.740256 qam5
71.79E+081.740256 qam6
81.87E+081.740256 qam7
91.95E+081.940256 qam8
102.03E+081.540256 qam9
112.11E+081.440256 qam10
122.19E+081.240256 qam11
132.27E+081.440256 qam12
142.35E+080.740256 qam13
152.43E+080.238256 qam14
162.51E+080.240256 qam15
172.59E+080.240256 qam16
182.67E+080.740256 qam17
192.75E+080.940256 qam18
202.83E+081.240256 qam19
212.91E+081.440256 qam20
223.07E+081.240256 qam22
233.15E+08240256 qam23
243.23E+08240256 qam24
      
      
Downstream bonded channels  
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked38.95910 
2Locked38.926340 
3Locked38.914100 
4Locked40.927210 
5Locked40.323050 
6Locked40.34760 
7Locked40.311330 
8Locked40.338110 
9Locked40.358514 
10Locked40.357185 
11Locked40.335020 
12Locked40.311110 
13Locked40.35020 
14Locked40.38480 
15Locked38.96450 
16Locked40.33960 
17Locked40.39340 
18Locked40.327210 
19Locked40.330600 
20Locked40.928130 
21Locked40.325240 
22Locked40.32420 
23Locked40.32970 
24Locked40.91120 
      
Upstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13940000057512064 qam4
      
      
Upstream bonded channels   
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000

I think it is safe to say I need the technical people to come and have a look. In none of the logs do the upstream have more than the one channel and the power level remains constant 57.

How do I arrange technical to visit? I cannot seem to find anything on their website and the customer call line (the one I found, at least) just wants to reset the router, which I have done many times. Admittedly, I haven't been able to actually speak to someone yet.

jbrennand
Very Insightful Person
Very Insightful Person
Agreed! I have flagged for VM to come here and take a look

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks; much appreciated.

Hi Tiaan,

 

Thanks for posting, and sorry to see you've been having some connection issues. 

 

I've had a look at things from our side, and it looks like we've identified a short-term connectivity issue which may cause intermittent or performance related issues with the connection.

 

In the vase majority of cases, these types of issues are resolved after 24 hours. If you can please monitor the connection and let us know how you get on.


Alex_Rm

Hi Alex,

I've been having these issues since I joined Virgin Media. It is close to a month now. There has been a day or so where I didn't notice much issues, but the logs would indicate the same errors whilst I was out.

I am sorry for this Tiaan,

 

If you can please monitor over the next 24 hours, are we are aware there is a problem.

 

If you are still experiencing these connection issues after this time frame we can look into it further.

 

Alex_Rm

Noted. Shall do.

jbrennand
Very Insightful Person
Very Insightful Person
Do a quick check on 0800 561 0061 and see whether the "know problem" is being reported there. It may not if its just affecting a few customers - from a single street cab. for example.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.