Virgin Media Community

[ronniecy1993]

Hello there

Recently joined virgin media broadband and tv services, however experiencing some broadband issues. I searched in the community hub and I think the problem is about the downstream power? The broadband connection sometimes works and sometimes disconnects.

Tried to call the customer service for a few times and they just told me instructions which did not help at all. They ran checks and told me that well you are connected. But seems they dont quite understand what I am experiencing. Feel very frustrated as being unable to go on the Internet for a whole week. 

Below are some data I copied from my virgin router status. Would somebody help? Anyone from Virgin Media could help me book an engineer visit? Feel so frustrated and desperate for the whole week dealing with the broadband issues. Much appreciated for help. 

[JitteryPinger]

Hi, while the picture gets approved could you describe the issues?

Speed or Dropping connection?

Is the issue occuring on WiFi devices or wired devices?

[ronniecy1993]

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)	378750000	Locked
Ranged Upstream Channel (Hz)	46199691	Locked
Provisioning State	Online

[ronniecy1993]

Downstream bonded channels

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

1	378750000	-0.2	38	256 qam	27
2	202750000	0.5	38	256 qam	9
3	210750000	0.5	38	256 qam	10
4	218750000	0.4	38	256 qam	11
5	226750000	0.2	38	256 qam	12
6	234750000	0	38	256 qam	13
7	242750000	0	38	256 qam	14
8	250750000	0	38	256 qam	15
9	258750000	0	38	256 qam	16
10	266750000	-0.2	38	256 qam	17
11	274750000	-0.2	38	256 qam	18
12	282750000	-0.2	38	256 qam	19
13	290750000	-0.4	38	256 qam	20
14	298750000	-0.4	38	256 qam	21
15	306750000	-0.4	38	256 qam	22
16	314750000	-0.4	38	256 qam	23
17	322750000	-0.2	38	256 qam	24
18	330750000	0	38	256 qam	25
19	370750000	-0.2	38	256 qam	26
20	386750000	-0.4	38	256 qam	28
21	394750000	-0.2	38	256 qam	29
22	402750000	-0.2	38	256 qam	30
23	410750000	0	38	256 qam	31
24	418750000	-0.2	38	256 qam	32

Downstream bonded channels

Channel Locked Status Rx MER (dB)Pre RS Errors Post RS Errors

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

[ronniecy1993]

what's in the picture:

Your Hub3.0 Status

Wireless (On (2.4and 5 GHz))

Internet (Partial Service (US Only))

Telephony (Ready)

The drop in connection happens to all devices and I cannot even setup my TV box neither using ethernet cable nor wifi connection

[JitteryPinger]

Hi @ronniecy1993

Your downstream stats look spot on and pretty good, could you post upstream to be checked and also log please.

[ronniecy1993]

hi, thanks for your quick reply

Upstream bonded channels

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

1	46199691	46.5	5120	32 qam	7
2	60300242	46.8	5120	32 qam	5
3	53700395	46.8	5120	32 qam	6

Upstream bonded channels

Channel Channel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts

1	ATDMA	0	0	42	0
2	ATDMA	0	0	88	0
3	ATDMA	0	0	50	0

General Configuration

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

Primary Downstream Service Flow

SFID	2206526
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	2206525
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[JitteryPinger]

Your upstream is showing an issue and isn't locking onto signals properly, this may need a technician to visit and fix.

If you wait a few days a staff member will have a look at your connection and book a technician if required.

Alternatively you can call customer service in the morning at 8am to avoid queues.

[ronniecy1993]

Thank you for your help, so someone from Virgin would take a look into this thread and see what actions could take? 

cheers

[ronniecy1993]

and here are the logs:

TimePriorityDescription05/02/2021 23:39:30criticalNo Ranging Response received - T3 time-out; CM-MAC= [removed] CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:39:25noticeLAN login Success; CM-MAC=[removed];CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:39:6criticalNo Ranging Response received - T3 time-out; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:38:42criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted; CM-MAC=[removed];CMTS-MAC=[removed]7;CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:38:42criticalRanging Request Retries exhausted; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:38:33Warning!LAN login FAILED : Incorrect Username / Password / Connection Type; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:26:50criticalNo Ranging Response received - T3 time-out; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:26:26criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:26:26criticalRanging Request Retries exhausted ;CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:20:4criticalNo Ranging Response received - T3 time-out; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:19:40criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted; CM-MAC=[removed];CMTS-MAC=[removed]7;CM-QOS=1.1;CM-VER=3.0;05/02/2021 23:19:40criticalRanging Request Retries exhausted; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 22:57:46criticalNo Ranging Response received - T3 time-out; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 22:57:31criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 22:57:31criticalRanging Request Retries exhausted; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 22:50:54criticalNo Ranging Response received - T3 time-out; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 22:50:42criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 22:50:42criticalRanging Request Retries exhausted; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 22:46:55criticalNo Ranging Response received - T3 time-out; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;05/02/2021 22:46:49criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted; CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.0;

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