on 10-02-2023 16:47
Why does my VM still constant drop out! How do you get an engineer out?
I have been having these issues for months now and every engineer that comes out can’t solve it!
£600 pa and I can’t even get reliable internet.
I’m starting to believe Virgin can’t deliver in their product promise!
on 10-02-2023 17:34
on 10-02-2023 17:48
It’s a hub 5
It happens to cable connected devices and WiFi.
I know when it’s happening because Alexa shuts down first.
sometimes the router flashes red but most of the time it remains steady white!
I don’t understand the settings for this as I’m not an IT tech.
What I do know is I’m paying for a service I can’t receive. It’s the most unreliable internet we have ever had.
on 10-02-2023 18:54
on 10-02-2023 22:36
Downstream bonded channels
1 | 331000000 | 12.8 | 41 | QAM 256 | 25 |
2 | 139000000 | 9.7 | 39 | QAM 256 | 1 |
3 | 147000000 | 9.7 | 39 | QAM 256 | 2 |
4 | 155000000 | 9.9 | 39 | QAM 256 | 3 |
5 | 163000000 | 10 | 39 | QAM 256 | 4 |
6 | 171000000 | 10.3 | 39 | QAM 256 | 5 |
7 | 179000000 | 10.2 | 39 | QAM 256 | 6 |
8 | 187000000 | 10.5 | 39 | QAM 256 | 7 |
9 | 195000000 | 11.4 | 39 | QAM 256 | 8 |
10 | 203000000 | 11.3 | 40 | QAM 256 | 9 |
11 | 211000000 | 11.5 | 40 | QAM 256 | 10 |
12 | 219000000 | 11.5 | 39 | QAM 256 | 11 |
13 | 227000000 | 11.4 | 40 | QAM 256 | 12 |
14 | 235000000 | 11.7 | 40 | QAM 256 | 13 |
15 | 243000000 | 11.6 | 40 | QAM 256 | 14 |
16 | 251000000 | 11 | 40 | QAM 256 | 15 |
17 | 259000000 | 11.3 | 40 | QAM 256 | 16 |
18 | 267000000 | 12 | 40 | QAM 256 | 17 |
19 | 275000000 | 12.4 | 40 | QAM 256 | 18 |
20 | 283000000 | 12.9 | 40 | QAM 256 | 19 |
21 | 291000000 | 12.7 | 41 | QAM 256 | 20 |
22 | 299000000 | 12.6 | 41 | QAM 256 | 21 |
23 | 307000000 | 13.1 | 41 | QAM 256 | 22 |
24 | 315000000 | 12.9 | 41 | QAM 256 | 23 |
25 | 323000000 | 12.8 | 41 | QAM 256 | 24 |
26 | 339000000 | 12.7 | 41 | QAM 256 | 26 |
27 | 347000000 | 12.8 | 41 | QAM 256 | 27 |
28 | 355000000 | 13 | 41 | QAM 256 | 28 |
29 | 363000000 | 12.7 | 41 | QAM 256 | 29 |
30 | 371000000 | 12.8 | 41 | QAM 256 | 30 |
31 | 379000000 | 13.2 | 41 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 41 | 0 | 0 |
2 | Locked | 39 | 0 | 0 |
3 | Locked | 39 | 0 | 0 |
4 | Locked | 39 | 0 | 0 |
5 | Locked | 39 | 0 | 0 |
6 | Locked | 39 | 0 | 0 |
7 | Locked | 39 | 0 | 0 |
8 | Locked | 39 | 0 | 0 |
9 | Locked | 39 | 0 | 0 |
10 | Locked | 40 | 0 | 0 |
11 | Locked | 40 | 0 | 0 |
12 | Locked | 39 | 0 | 0 |
13 | Locked | 40 | 0 | 0 |
14 | Locked | 40 | 0 | 0 |
15 | Locked | 40 | 0 | 0 |
16 | Locked | 40 | 0 | 0 |
17 | Locked | 40 | 0 | 0 |
18 | Locked | 40 | 0 | 0 |
19 | Locked | 40 | 0 | 0 |
20 | Locked | 40 | 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 | 0 | 0 |
27 | Locked | 41 | 0 | 0 |
28 | Locked | 41 | 0 | 0 |
29 | Locked | 41 | 0 | 0 |
30 | Locked | 41 | 0 | 0 |
31 | Locked | 41 | 0 | 0 |
Upstream bonded channels
0 | 49600000 | 45 | 5120 | QAM 64 | 5 |
1 | 43100000 | 45.8 | 5120 | QAM 64 | 6 |
2 | 36600000 | 46.3 | 5120 | QAM 64 | 7 |
3 | 30100000 | 47.3 | 5120 | QAM 64 | 8 |
4 | 23600000 | 48.8 | 5120 | QAM 64 | 11 |
Upstream bonded channels
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 | 2 | 0 |
Network Log
10-02-2023 22:26:54 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
10-02-2023 22:26:48 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 22:26:48 | warning | Dynamic Range Window violation |
10-02-2023 22:26:48 | warning | Dynamic Range Window violation |
10-02-2023 22:26:48 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 22:26:48 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 22:26:48 | warning | Dynamic Range Window violation |
10-02-2023 22:26:48 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 22:26:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 22:26:48 | warning | Dynamic Range Window violation |
10-02-2023 22:26:48 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 22:26:43 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 22:26:31 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 22:26:28 | notice | Honoring MDD; IP provisioning mode = IPv4 |
10-02-2023 22:26:12 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 22:26:01 | critical | Cable Modem Reboot due to power button reset |
10-02-2023 18:40:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:39:41 | 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=3.1; |
10-02-2023 18:38:55 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:38:45 | 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=3.1; |
10-02-2023 18:37:59 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:37:50 | 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=3.1; |
10-02-2023 18:37:00 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:36:47 | 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=3.1; |
10-02-2023 18:36:47 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:36:41 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:36:40 | critical | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:36:28 | critical | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:36:28 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:36:15 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:36:14 | critical | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-02-2023 18:36:02 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 10-02-2023 22:47
https://www.thinkbroadband.com/broadband/monitoring/quality/share/428dea19c653e6ee2be9ec4459ccc744248c6e22
on 11-02-2023 15:29
on 11-02-2023 15:47
Thanks for posting and welcome back to the community.
I am sorry for the broadband issues. Please do me a favour and ensure the router is on as we need to do a Live Check on the stats before sending an engineer. I will PM you to get some details but do as I say turn the router on as currently I can't get a connection with it to check the levels.
Best wishes,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 11-02-2023 15:49
The router is on! I never switch it off. It switches itself off every day about 5-10 times. It’s absolutely outrageous how unreliable this is. I had more reliable internet in Kenya!
on 11-02-2023 16:06
Thanks for joining me on PM and confirming your details so I can book in the technician visit for the downstream levels being out of spec. The visit will be viewable shortly in your online account - virg.in/myVM - where you can cancel/amend if needed.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Let us know how the visit goes and do also pop back if you ever need further assistance.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill