Virgin Media Community

[AndyMStaffs]

Hi 
Each day our internet drops out, sometimes once, sometimes a couple of times but usually in the afternoon to evening.
We have wired and wireless connected items. The TV also looses content.
I have checked service status in the area and all is reported to be fine.

Reading other posts the information below may be of use to those that have the knowledge:

If you can help I would really appreciate it.

Network Log

Time Priority Description

10/06/2021 12:57:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 08:20:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 22:10:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 10:07:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 00:08:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 00:08:42	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 16:26:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 08:57:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream Log

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

1	258750000	9.6	40	256 qam	16
2	250750000	9.8	40	256 qam	15
3	266750000	9.9	40	256 qam	17
4	274750000	9.9	40	256 qam	18
5	282750000	9.9	43	256 qam	19
6	290750000	9.9	40	256 qam	20
7	298750000	10	40	256 qam	21
8	306750000	9.9	40	256 qam	22
9	314750000	9.6	40	256 qam	23
10	322750000	9.5	40	256 qam	24
11	330750000	9.5	40	256 qam	25
12	370750000	9.5	40	256 qam	26
13	378750000	9.5	40	256 qam	27
14	386750000	9.1	40	256 qam	28
15	394750000	9.3	40	256 qam	29
16	402750000	9.3	40	256 qam	30
17	410750000	9.3	40	256 qam	31
18	418750000	9.3	40	256 qam	32
19	426750000	9.1	40	256 qam	33
20	434750000	9.3	40	256 qam	34
21	442750000	9	40	256 qam	35
22	450750000	9.4	40	256 qam	36
23	458750000	9.5	40	256 qam	37
24	466750000	9.4	40	256 qam	38

Downstream bonded channels

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

1	Locked	40.9	9	0
2	Locked	40.9	12	0
3	Locked	40.9	13	0
4	Locked	40.9	11	0
5	Locked	43.3	15	0
6	Locked	40.9	13	0
7	Locked	40.3	19	0
8	Locked	40.9	21	0
9	Locked	40.3	31	0
10	Locked	40.3	17	0
11	Locked	40.9	10	0
12	Locked	40.9	8	0
13	Locked	40.9	22	0
14	Locked	40.9	14	0
15	Locked	40.9	22	0
16	Locked	40.9	18	0
17	Locked	40.9	11	0
18	Locked	40.9	26	0
19	Locked	40.9	23	0
20	Locked	40.3	14	0
21	Locked	40.9	13	0
22	Locked	40.9	9	0
23	Locked	40.9	12	0
24	Locked	40.9	23	0

Upstream Log

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

1	46200000	38.3	5120	64 qam	6
2	53700000	38.8	5120	64 qam	5
3	39400000	37.5	5120	64 qam	7
4	32600000	37	5120	64 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[lotharmat · Accepted solution]

Downstream power looks to be too high!

VM need to take a look at is and maybe fit an attenuator!

[AndyMStaffs]

Thank you for the response!
I don't know what that means but hopefully someone from VM will pick up and be able to help.

[jbrennand]

While waiting for them to get here.

If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

[John_GS]

Hi @AndyMStaffs

Thanks for posting and welcome to the community. My apologies for the delayed reply and the broadband issues. 

The downstream levels are all out of spec, which needs a technician visit to sort out.

I'll PM now to arrange

Best,

[John_GS]

Hi @AndyMStaffs

Thanks for joining me on PM

Just to update the thread, engineer visit booked in

This can also be tracked in your Online Account

Best,