Frequent disconnection

[zahidrmc]

Hello,

I recently got connected with Virgin Media broadband. Since the beginning, my router has frequently been disconnected from the virgin server and restarted very frequently causing loss of internet for at least 15 minutes per episode. This has been happening many times a day. I contacted them through complaints, they responded a few days later saying that there were no issues with my connection. I raised the issue again but no response. So, I was forced o use a mobile wifi and pay double per month. I have seen similar posts and were resolved by the Virgin techs in this community. I am really looking forward to some help, please. I am copying my router logs here.

Time	Priority	Description
24/09/2023 11:51:41	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=3.0;
24/09/2023 11:49:37	Warning!	Lost MDD Timeout;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
24/09/2023 10:23:18	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;
24/09/2023 09:18:21	Warning!	Lost MDD Timeout;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
24/09/2023 08:54:40	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;
24/09/2023 08:52:58	Warning!	Lost MDD Timeout;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
24/09/2023 08:52:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
24/09/2023 08:52:54	Warning!	RCS Partial Service;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
24/09/2023 08:52:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
24/09/2023 06:53:57	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;
24/09/2023 06:52:9	Warning!	Lost MDD Timeout;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
24/09/2023 06:22:44	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;
24/09/2023 06:21:12	Warning!	Lost MDD Timeout;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
24/09/2023 04:49:45	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=3.0;
24/09/2023 04:47:58	Warning!	Lost MDD Timeout;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
24/09/2023 02:42:15	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;
24/09/2023 02:40:39	Warning!	Lost MDD Timeout;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
23/09/2023 23:41:39	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;
23/09/2023 23:39:38	Warning!	Lost MDD Timeout;CM-MAC=**********************;CMTS-MAC=**********************;CM-QOS=1.1;CM-VER=3.0;
23/09/2023 19:32:47	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=3.0;

[zahidrmc]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	49600000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	139000000	7.4	38	256 qam	1
2	147000000	7.4	38	256 qam	2
3	155000000	7.4	38	256 qam	3
4	163000000	7.1	38	256 qam	4
5	171000000	7.1	38	256 qam	5
6	179000000	7	38	256 qam	6
7	187000000	6.8	38	256 qam	7
8	195000000	6.5	38	256 qam	8
9	203000000	6.5	38	256 qam	9
10	211000000	6.3	38	256 qam	10
11	219000000	6.5	40	256 qam	11
12	227000000	6.4	38	256 qam	12
13	235000000	6.1	38	256 qam	13
14	243000000	6	38	256 qam	14
15	251000000	5.9	38	256 qam	15
16	259000000	6	38	256 qam	16
17	267000000	6.3	38	256 qam	17
18	275000000	6.3	38	256 qam	18
19	283000000	6.9	38	256 qam	19
20	291000000	6.6	38	256 qam	20
21	299000000	7	38	256 qam	21
22	307000000	6.9	38	256 qam	22
23	315000000	7	38	256 qam	23
24	323000000	7	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	0	0
2	Locked	38.6	5	0
3	Locked	38.9	4	0
4	Locked	38.9	4	0
5	Locked	38.9	6	0
6	Locked	38.9	4	0
7	Locked	38.9	6	0
8	Locked	38.9	5	0
9	Locked	38.9	4	0
10	Locked	38.9	4	0
11	Locked	40.3	3	0
12	Locked	38.9	8	0
13	Locked	38.9	4	0
14	Locked	38.9	4	0
15	Locked	38.9	0	0
16	Locked	38.9	5	0
17	Locked	38.6	6	0
18	Locked	38.9	5	0
19	Locked	38.6	4	0
20	Locked	38.9	4	0
21	Locked	38.6	4	0
22	Locked	38.9	6	0
23	Locked	38.9	4	0
24	Locked	40.3	6	0

[zahidrmc]

Upstream bonded channels

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

1	49600000	38	5120	64 qam	1
2	43100000	37.8	5120	16 qam	2
3	30100000	37.5	5120	64 qam	4
4	36600000	37.5	5120	64 qam	3
5	23600000	37.5	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Steven_L]

Hey zahidrmc,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection at the moment. I have looked into this further on our system and can see that you have issues with your downstream power levels that will need a technician visit to resolve. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L

[zahidrmc]

Hi Steven_L,

Thanks so much for your quick response.

I have responded to your message.

Thanks again