Virgin Media Community

[Dizzydave1]

My connection (when working) is really fast, however it keeps dropping out for no obvious reason, currently several times a day.

Ive done a factory re-set, and optimised via the App, but the problem persists....ive done all of the obvious stuff like checking cables are tight etc....not sure what the best next step would be?

[carl_pearce]

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@Dizzydave1 wrote:

My connection (when working) is really fast, however it keeps dropping out for no obvious reason, currently several times a day.

Ive done a factory re-set, and optimised via the App, but the problem persists....ive done all of the obvious stuff like checking cables are tight etc....not sure what the best next step would be?

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Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode. Log in, select the 'Advanced settings / Tools / Network status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Create a BQM and post the live link.

[carl_pearce]

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode. Log in, select the 'Advanced settings / Tools / Network status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Create a BQM and post the live link.

[carl_pearce]

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode. Log in, select the 'Advanced settings / Tools / Network status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Create a BQM and post the live link.

[legacy1]

By wire or wireless?

[Dizzydave1]

Only experiencing the issue by wireless - but could be wired as well..

[Dizzydave1]

Sure - attached below:-    Downstream bonded channels

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

1	283000000	0.7	40	256 qam	19
2	139000000	1.7	40	256 qam	1
3	147000000	1.7	40	256 qam	2
4	155000000	1.5	40	256 qam	3
5	163000000	1	38	256 qam	4
6	171000000	1.5	38	256 qam	5
7	179000000	1.5	40	256 qam	6
8	187000000	1.5	40	256 qam	7
9	195000000	1.4	40	256 qam	8
10	203000000	1	38	256 qam	9
11	211000000	0.7	40	256 qam	10
12	219000000	1	40	256 qam	11
13	227000000	0.5	40	256 qam	12
14	235000000	0.5	40	256 qam	13
15	243000000	0.4	40	256 qam	14
16	251000000	0	38	256 qam	15
17	259000000	0.5	40	256 qam	16
18	267000000	0.5	40	256 qam	17
19	275000000	0.2	40	256 qam	18
20	291000000	0.2	40	256 qam	20
21	299000000	0.5	40	256 qam	21
22	307000000	0.9	40	256 qam	22
23	315000000	0	40	256 qam	23
24	323000000	0.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	824	0
2	Locked	40.3	15384	0
3	Locked	40.3	18250	0
4	Locked	40.9	19886	0
5	Locked	38.9	18241	0
6	Locked	38.9	16370	0
7	Locked	40.3	7134	0
8	Locked	40.3	3360	0
9	Locked	40.3	2337	0
10	Locked	38.9	1816	0
11	Locked	40.3	1561	0
12	Locked	40.3	1566	0
13	Locked	40.9	1592	0
14	Locked	40.3	1820	0
15	Locked	40.3	2290	0
16	Locked	38.9	2182	0
17	Locked	40.3	1985	0
18	Locked	40.3	1490	0
19	Locked	40.9	1205	0
20	Locked	40.3	592	0
21	Locked	40.3	388	0
22	Locked	40.9	251	0
23	Locked	40.3	268	0
24	Locked	40.3	272	0

Refresh data

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

1	60300075	46.3	5120	64 qam	1
2	39400070	44.3	5120	64 qam	4
3	46200073	44.3	5120	64 qam	3
4	53700056	46.3	5120	64 qam	2

Upstream bonded channelsChannel 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

[Dizzydave1]

Network Log

Time Priority Description

30/01/2021 16:13:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2021 16:12:56	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 15:54:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 23:37:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:52:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:35:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:56:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:56:5	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:55:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:54:54	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:54:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:53:23	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:33:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:13:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:13:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:08:29	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 10:00:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 20:01:49	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:27:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:17:28	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[carl_pearce]

Quite a lot of errors against your downstream channels and errors in the nework log. The other stats look ok, though.

Make sure you create the BQM and post the link.

[Dizzydave1]

https://www.thinkbroadband.com/broadband/monitoring/quality/view/216e688da2f634650bfc04b16e521f686df...

[carl_pearce]

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@Dizzydave1 wrote:

https://www.thinkbroadband.com/broadband/monitoring/quality/view/216e688da2f634650bfc04b16e521f686df...

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The link is broken.

[Dizzydave1]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/create/216e688da2f634650bfc04b16e5...