Constant disconnections

[HHI114]

Recently had Virgin Media installed and since day of installation have been facing multiple drop outs throughout the day. Downstream levels appear to look fine but can see multiple T3 timeouts on the upstream.

Can anyone help??

Below data is after a reboot:

Downstream bonded channels

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

1	330750000	-1	36	256 qam	25
2	210750000	-2	35	256 qam	10
3	234750000	-2.7	36	256 qam	13
4	242750000	-2	36	256 qam	14
5	258750000	-1	36	256 qam	16
6	266750000	-1.5	36	256 qam	17
7	274750000	-1.5	36	256 qam	18
8	282750000	-0.4	36	256 qam	19
9	290750000	-2.5	27	256 qam	20
10	298750000	-1.7	36	256 qam	21
11	306750000	-1.5	29	256 qam	22
12	314750000	-1	37	256 qam	23
13	322750000	0.2	36	256 qam	24
14	338750000	-0.5	35	256 qam	26
15	346750000	-3.7	34	256 qam	27
16	354750000	-3.2	35	256 qam	28
17	362750000	-3.4	31	256 qam	29
18	370750000	-4.2	33	256 qam	30
19	378750000	-0.7	36	256 qam	31

Downstream bonded channels

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

1	Locked	36.6	4841	106
2	Locked	35.5	888312	109
3	Locked	36.6	5349	137
4	Locked	36.6	1306	134
5	Locked	36.3	1033	17
6	Locked	36.3	1589	61
7	Locked	36.6	1972	92
8	Locked	36.6	3615	37
9	Locked	27.6	45345677	192590
10	Locked	36.6	2573	0
11	Locked	29.9	4382259	62264
12	Locked	37.6	2533	0
13	Locked	36.3	4602	21
14	Locked	35.7	1387	0
15	Locked	34.4	7252	13
16	Locked	35	4248	1
17	Locked	31.4	12528765	18
18	Locked	33.8	51372	37
19	Locked	36.3	1713	500

Upstream bonded channels

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

1	49600000	48	5120	64 qam	1
2	23600000	49	5120	64 qam	5
3	36600268	49	5120	64 qam	3
4	43100000	49	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	15	0
4	ATDMA	0	0	6	0

Network Log

Time Priority Description

04/05/2023 10:39:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:39:27	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:39:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:39:23	critical	Received 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;
04/05/2023 10:39:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:39:8	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:53	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:53	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:43	critical	Received 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;
04/05/2023 10:38:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:21	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2023 10:38:13	critical	Received 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;
04/05/2023 10:38:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[David_Bn]

Thanks for your post on our Community Forums @HHI114, and welcome back to our Community Forums!

Sorry to hear of the issues you've been experiencing on our connection.

I've been able to look into the local area and can see that there is an outage at play, that was raised on 03/05/22 and is estimated to be resolved on 10/0/2023 at 16:00.

We apologise for the frustration and inconvenience this may cause you, and will do all within our power to have this resolved as soon as we possibly can.

Kindest regards,

David_Bn