Intermittent connection

[IVAYLO81]

Hi,

I saw many people have the same problem but still. Connection dropping off every 10 15 mins. This sh.t stated 3 weeks ago. I thought is something temporarily but obviously is not. Specially after 5-6 pm is OMG. If many people are reporting the same maybe there is a major problem with Virgin network. And yes I restarted the router 200 times and reset it 100 times.

Upstream bonded channels

Channel Frequency (Hz) Power (d B m V) Symbol Rate ( k s p s) Modulation Channel ID

1	39399983	47.5	5120	64 q am	2
2	25800000	47.3	5120	64 q am	4
3	32600046	46.5	5120	64 q am	3
4	46200068	47.3	5120	64 q am	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	6	0
3	ATDMA	0	0	11	0
4	ATDMA	0	0	17	0

Network Log

Time Priority Description

05/07/2021 18:01:28	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:59	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:59	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:58	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:47	critical	SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:47	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:19	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:19	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:19	critical	SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:19	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:0	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 18:00:0	critical	SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 17:59:51	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 17:59:19	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 17:59:6	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 17:59:6	critical	SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 17:58:38	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 17:58:38	critical	SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 17:58:38	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 17:58:18	critical	SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[IVAYLO81]

Just to let you know. The guy from VM was here on Saturday morning and he changed the router. Apparently that was the problem. Last 3 days everything is ok.There is not droppings. 

Thanks for the help.

Regards

[Hayley_S]

Hello @IVAYLO81.

Thank you for updating us with this information.

I am glad to see that this has improved your services, please do let us know if you have anymore issues (if any)

Take care 🙂

[IVAYLO81]

HI,

What did you do guys? After the last time when the problem was solved today start again. Virgin were doing essential works on the network in my area today and yesterday. There was not problem yesterday but today when the finish the problem start. 🙂 Connection dropping off every 10 - 15 mins. Restart or reset does not help. Last time the guy from virgin change the router and till today everything was ok. So I think maybe  you have to change it again. Idk. Lets see how will be in the next few days but I sure will be the same. Hope not.

[lotharmat]

Give 0800 561 0061 a call and see if there is a local outage!

[Kath_F]

Hi IVAYLO81,

Thanks for your post and I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate your account via your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[IVAYLO81]

Well the same as before. I think.

Upstream bonded channels

Channel Frequency (Hz) Power (dB mV) Symbol Rate (k s p s) Modulation Channel ID

1	39399971	47.3	5120	64 q am	2
2	25800000	45.8	5120	64 q am	4
3	32600009	47.3	5120	64 q am	3
4	46200129	47.3	5120	64 q am	1

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

Network Log

Time Priority Description

12/09/2021 20:02:8	notice	LAN login Success; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 20:00:24	Warning!	LAN login FAILED : Incorrect Username / Password /  Connection Type ; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 18:26:35	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 19:49:25	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2021 23:29:41	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 19:59:41	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 17:29:53	notice	DHCP Renew - lease parameters t ftp file-cmreg-vmdg505-bbt057-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 17:29:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 16:36:45	notice	DHCP Renew - lease parameters t ftp file-cmreg-vmdg505-bbt057-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 16:36:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 15:53:2	notice	DHCP Renew - lease parameters t f t p file-cmreg-vmdg505-bbt057-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 15:53:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 15:23:1	notice	DHCP Renew - lease parameters t f t p file-cmreg-vmdg505-bbt057-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 15:23:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 14:53:1	notice	DHCP Renew - lease parameters t f t p file-cmreg-vmdg505-bbt057-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 14:53:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37	critical	No Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 13:49:5	notice	DHCP Renew - lease parameters ttp file-cmreg-vmdg505-bbt057-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 13:49:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Kath_F]

Hi IVAYLO81, 

Thanks for coming back to me on via private message with your information. 

Checking the account today it looks as though the work is still ongoing. The details of this are below:

• Fault reference number: C01230366 
• Estimated fix time: 13 SEP 2021 15:00
• Description: Status report || Your Virgin TV, Virgin Fibre and Virgin Phone might not be working at the moment.

I have made a note of this on your account so the relevant teams are aware you are affected. Once the fault is been resolved we can look further in to things for you. 

If there is anything else we can do, let us know.

 
Thanks,

[Lee_R]

Hi @UZUNOV thanks for posting and welcome back to our community.

Sorry to hear of your intermittent internet connection.  I have located your account from here and found that there is planned works in your area that we hope will resolve the issue you've reported.  The estimated completion time is 3:30pm today.  If things have not improved after this time, please do get back to us.

Regards

Lee_R

[IVAYLO81]

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/7e888e364ffb11e94fd53c538d1c35d47d686205"><img alt="My Broadband Ping - Network" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/7e888e364ffb11e94fd53c538d1c35d47d686205.png" /></a>

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7e888e364ffb11e94fd53c538d1c35d47d686205

How it looks like? Still there is droppings not like before (10 - 15 mins) but still have them.

[IVAYLO81]

Downstream bonded channels

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

1	171000000	5.4	40	256 q am	5
2	139000000	5.3	40	256 q am	1
3	147000000	5.5	40	256 q am	2
4	155000000	5.5	40	256 q am	3
5	163000000	5.5	40	256 q am	4
6	179000000	5.4	40	256 q am	6
7	187000000	5.1	40	256 q am	7
8	195000000	5	40	256 q am	8
9	203000000	4.6	40	256 q am	9
10	211000000	4.5	40	256 q am	10
11	219000000	4.4	40	256 q am	11
12	227000000	4	38	256 q am	12
13	235000000	3.9	40	256 q am	13
14	243000000	3.7	40	256 q am	14
15	251000000	3.7	40	256 q am	15
16	259000000	3.7	40	256 q am	16
17	267000000	3.7	40	256 q am	17
18	275000000	4.5	40	256 q am	18
19	283000000	5	40	256 q am	19
20	291000000	5.1	40	256 q am	20
21	299000000	5.3	40	256 q am	21
22	307000000	4.6	40	256 q am	22
23	315000000	4.5	40	256 q am	23
24	323000000	4.4	40	256 q am	24

Downstream bonded channels

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

1	Locked	40.3	3189	3727
2	Locked	40.9	343759	87744
3	Locked	40.3	45315	15545
4	Locked	40.3	3599	5456
5	Locked	40.3	4862	4860
6	Locked	40.3	3856	4684
7	Locked	40.3	3795	3578
8	Locked	40.3	5930	4079
9	Locked	40.9	5382	6897
10	Locked	40.3	3717	3429
11	Locked	40.9	4185	3322
12	Locked	38.9	8159	5077
13	Locked	40.3	7084	4240
14	Locked	40.3	3902	5807
15	Locked	40.3	3223	3943
16	Locked	40.3	4092	4563
17	Locked	40.9	3798	3838
18	Locked	40.3	2691	6885
19	Locked	40.3	2814	5044
20	Locked	40.9	2472	1929
21	Locked	40.3	2571	3683
22	Locked	40.3	2034	3294
23	Locked	40.9	2981	4591
24	Locked	40.3	3335	3628