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Frequent and disruptive internet drop-outs

Ziggywiththeeye
Tuning in

Greetings,

I have been a Virgin Media customer for almost a year now and the entire time I don't believe I have been receiving anything like the service that I'm paying for. I've had frequent and relentless drops in connection, practically daily, for weeks at a time. the drops last from anywhere between 2 minutes and half an hour. Hours spent on the phone to technical support in god-knows-where has yielded zero improvement and were a waste of my time. These mainly consisted of the operator on the other end just running tests on my connection. Which at the time of the call (when the internet was working again) unsurprisingly showed that the internet was, in fact, working. Detective work that I could do myself, frankly. These problems are impacting me in the form of an annoyance but are affecting my partners ability to do her job. Countless meeting abruptly ended for an unknown period of time is taking its toll.

 

I would like to know why this keeps happening.

 

4 REPLIES 4

Ziggywiththeeye
Tuning in
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
30100000
Locked
Provisioning State
Online
 
 
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000001.936256 qam1
2147000000236256 qam2
31550000001.936256 qam3
41630000001.537256 qam4
51710000001.937256 qam5
61790000002.237256 qam6
71870000002.537256 qam7
81950000002.737256 qam8
92030000002.737256 qam9
102110000002.937256 qam10
11219000000337256 qam11
12227000000337256 qam12
132350000003.237256 qam13
142430000003.237256 qam14
152510000003.737256 qam15
162590000003.937256 qam16
172670000004.137256 qam17
182750000004.537256 qam18
192830000004.538256 qam19
202910000004.537256 qam20
21299000000537256 qam21
223070000004.638256 qam22
23315000000538256 qam23
243230000005.337256 qam24

 

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked36.652940
2Locked36.63010
3Locked36.611950
4Locked37.3900
5Locked37.3470
6Locked37.3340
7Locked37.6240
8Locked37.6200
9Locked37.316560
10Locked37.31150
11Locked37.623920
12Locked37.68050
13Locked37.6470
14Locked37.6310
15Locked37.6140
16Locked37.3220
17Locked37.6200
18Locked37.6270
19Locked38.6230
20Locked37.6340
21Locked37.66490
22Locked38.66250
23Locked38.65530
24Locked37.66270

 

 
 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13010000038.5512064 qam9
23660000038.8512064 qam6
34310000039.3512064 qam5
44960000039.3512064 qam4
52360000038.8512032 qam10


 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

 

 

General Configuration
 
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm


Primary Downstream Service Flow

SFID105244
Max Traffic Rate287500061
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow

SFID105243
Max Traffic Rate27500061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Network Log

Time Priority Description
13/02/2024 20:20:10Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 18:05:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 18:03:12Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 11:54:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 11:40:47criticalReceived 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;
12/02/2024 11:39:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 11:39:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 11:38:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 11:38:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2024 11:38:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2024 08:13:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2024 02:53:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2024 20:58:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2024 09:12:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2024 01:37:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2024 23:02:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 10:16:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2024 06:23:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 16:49:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2024 18:23:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 

Good Afternoon @Ziggywiththeeye, thanks for reaching out to us on our Community Forums, and a very warm welcome to you!

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

I've been able to look into this for you, but no issues were apparent when running a flow on the hub.

Can you please confirm when you last performed a reset on the hub?

Thanks,

David_Bn

jbrennand
Very Insightful Person
Very Insightful Person

Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?


--------------------
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.