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Constant dropouts

TJ_Bentley
Joining in

Hi,

For over a month now I have been getting constant dropouts nearly every day which started on February 14th where everyone on my street had been affected. I had an engineer come out but he could not do anything as everything inside of the property was all in order in which to the person he spoke on the phone with said it might be a fibre node. After about a week from when the engineer visited the internet seemed to stay stable but not for long though as the same issue of dropping out continued to happen.

Will this ever get fixed as I have seen other posts stating that they have had this issue way longer than a month?

I have posted a link below of a monitor from overnight in which there have been quite a few days that look similar to that graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b046729720d93ab9a269325a110c3a45a2...

The logs below practically just repeat itself around every hour or so:

20-03-2023 07:55:02noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2023 07:53:12noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2023 07:48:09warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2023 07:48:09noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2023 07:47:50critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2023 07:47:49criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2023 07:46:41criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2023 07:46:37critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2023 07:46:37criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2023 07:45:29criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

Downstream:

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
15860000001.641QAM 25629
24900000003.341QAM 25617
34980000003.241QAM 25618
45060000002.841QAM 25619
5514000000341QAM 25620
65220000002.841QAM 25621
75300000002.841QAM 25622
85380000002.541QAM 25623
95460000002.541QAM 25624
105540000002.341QAM 25625
115620000002.741QAM 25626
125700000002.141QAM 25627
135780000002.441QAM 25628
145940000001.941QAM 25630
156020000001.641QAM 25631
166100000001.340QAM 25632
176180000001.541QAM 25633
18626000000140QAM 25634
196340000001.440QAM 25635
206580000000.840QAM 25636
216660000000.940QAM 25637
226740000000.640QAM 25638
236820000000.940QAM 25639
246900000000.440QAM 25640
256980000000.640QAM 25641
267060000000.140QAM 25642
277140000000.440QAM 25643
287220000000.240QAM 25644
29730000000040QAM 25645
307380000000.640QAM 25646
31746000000-1.339QAM 25647

 

ChannelLocked Status RxMER (dB)Pre RS ErrorsPost RS Errors
1Locked4127906899
2Locked418421102
3Locked4136287953
4Locked4131687322
5Locked4122445524
6Locked4135839155
7Locked4126865708
8Locked4123074958
9Locked4118514392
10Locked4122375226
11Locked4115103367
12Locked4112962611
13Locked4111662344
14Locked41347988
15Locked417921217
16Locked40786885
17Locked41728953
18Locked407541205
19Locked407721221
20Locked409662235
21Locked40666958
22Locked393691085
23Locked405521015
24Locked406961033
25Locked40436988
26Locked404631015
27Locked40668951
28Locked405251064
29Locked4010812466
30Locked4028947141
31Locked3920904884
9 REPLIES 9

John_GS
Forum Team
Forum Team

Hi @TJ_Bentley 

Thanks for posting and welcome to the community.

Sorry to hear of the dropouts happening. You do from a system check ran need a tech visit. I will send you a PM now to assist further.

Best wishes.

John_GS
Forum Team


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John_GS
Forum Team
Forum Team

Hi @TJ_Bentley 
Thanks for joining me on PM and confirming your details so I can book in the technician visit for the disconnections. 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.

John_GS
Forum Team


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My apologies, the technician couldn't do anything as I also stated in the original post that the last technician couldn't do anything since it is the whole street. The main part was which I forgot to mention was that I mainly wanted to know if and when it would be sorted. 

So far this week I have only had a couple dropouts but of course ideally would be better if it was fully fixed

Thanks for coming back to us @TJ_Bentley, can you please confirm what has been advised by the most recent engineer?

Has there been a continuation of dropouts since your post?

Looking into the local area, no outages currently appear to be flagged.

Kindest regards,

David_Bn

He just said that he pretty much couldn't do anything as it is pretty much the street I'm on that is having the issue. After the engineer came, some time in the evening I was experiencing dropouts from the 24th to the 26th. It was ok for a while then I experienced a dropout for around 10 to 20mins on the 28th and has been okay since but it is so unpredictable on when it will happen and it is not only me that is experienced these dropouts. I do have a quality monitor running so let me know if you want to see any specific days from that as I have been running it for around a month now. 

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hey TJ_Bentley, thanks for explaining more and glad to hear the drop outs have not happened as often since the 28th of March.

Our systems show no issues at present, could you please tell us if all the devices drop the signal at the same time when a drop out occurs?

Also, are you using any 3rd party equipment at all such as boosters or a router?

Lastly, could you please tell us if you've rebooted your hub recently and after the latest drop outs to see if this helps?

Let us know of the above and we'll be eager to help further.

Adri
Forum Team

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Hi, the system has never caught on to the issue since it started in February.

All the devices get disconnected as it is the router as you can see from the logs that I posted originally at the top. It does have its moments where it will just flash red but that is far and few between.

I do not use any 3rd party equipment and most of the devices are connected via ethernet aside from my phone and TV.

Last I had a dropout was 4 days ago where the internet went off for about 10-20 mins in which the router was flashing red. That is not the first time either that it has flashed red since I have experienced once that it flashed red for about 4 or 5 hours about a month ago. I did not reboot the router as it fixed itself but the last time I did was just over 11 days ago which I believe there was a dropout.

It's just weird as it has been happening since February 14th and it is so random when the dropouts happen to the point where even the last 2 engineers that came out are confused.

From checking, the hub was rebooted recently but there are still some errors showing in the short time it has been back online. There is currently an outage which may explain some of these errors, what did the technicians discuss when they visited? Did they advise of any next steps at all?

 

Rob