Virgin Media Community

[arysiso]

Hi , My internet connection drops on a daily basis 5 to 6 times a day. After restart is working for a bit and after drops again (wired and wireless). My daughter has her gcse now and she need Internet connection more than never. This is a situation which started approx a month ago. If im doing a test says that the everything is working properly. What should i do ?

[griffin]

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.0.1
Don't log in, click the Router Status button
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting, but do obscure personal information like your WAN IP address.

[arysiso]

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Network LogTime Priority Description

22/05/2019 07:56:22	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:12:34	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:12:34	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:28	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:28	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:49:22	critical	Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:49:22	critical	Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:49:22	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:49:22	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:49:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:50:27	critical	Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:50:27	critical	Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:50:27	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:50:27	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:53:16	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:53:16	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:53:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:55:49	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:55:49	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[arysiso]

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Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	298750000	-12.5	35	256 qam	21
2	138750000	-10.7	36	256 qam	1
3	146750000	-11	36	256 qam	2
4	154750000	-10.7	36	256 qam	3
5	162750000	-10.5	37	256 qam	4
6	170750000	-10.2	37	256 qam	5
7	178750000	-10	37	256 qam	6
8	186750000	-10	37	256 qam	7
9	194750000	-10	37	256 qam	8
10	202750000	-10	37	256 qam	9
11	210750000	-10.2	37	256 qam	10
12	218750000	-10.2	37	256 qam	11
13	226750000	-10.4	37	256 qam	12
14	234750000	-10.5	37	256 qam	13
15	242750000	-10.5	37	256 qam	14
16	250750000	-10.5	37	256 qam	15
17	258750000	-11	36	256 qam	16
18	266750000	-11.4	36	256 qam	17
19	274750000	-11.7	36	256 qam	18
20	282750000	-12.4	36	256 qam	19
21	290750000	-12.5	36	256 qam	20
22	306750000	-13.5	35	256 qam	22
23	314750000	-13.7	35	256 qam	23
24	322750000	-13.7	35	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	35.5	73	0
2	Locked	37.3	78	0
3	Locked	37.3	6	0
4	Locked	37.3	24	0
5	Locked	37.6	7	0
6	Locked	37.3	6	0
7	Locked	37.6	5	0
8	Locked	37.3	6	0
9	Locked	37.6	20	0
10	Locked	37.3	7	0
11	Locked	37.3	5	0
12	Locked	37.3	4	0
13	Locked	37.3	7	0
14	Locked	37.3	5	0
15	Locked	36.6	6	0
16	Locked	36.6	10	0
17	Locked	36.6	5	0
18	Locked	36.6	8	0
19	Locked	36.6	15	0
20	Locked	35.7	3	0
21	Locked	35.7	24	0
22	Locked	34.9	374	0
23	Locked	35	356	0
24	Locked	34.6	611	0

[arysiso]

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

1	32600000	5.2	5120	16 qam	27
2	25799970	5.2	5120	16 qam	28

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

[griffin]

That connection is borked, downstream too low, upstream too high and the Hub is struggling to communicate with the CMTS.

You could try checking the coax from the Hub to the cable entry point for obvious signs of damage and all connectors are hand tight.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

[arysiso]

Thank you for your response. Checked the cable, seems okay. Do you think i should change the cable ?

I will try to call again but the waiting time is endless. 

[jbrennand]

No its a VM specific cable. Bite the bullet and call it in - settle down with a cuppa and a biscuit with the phone on speakerphone. Calling early is best.