Intermittent disconnections

[davidharris_]

Hi,

For about a week or two I have been seeing frequent but intermittent drops in internet connection - online applications I am using just freeze for a few seconds up to a minute or so.

What's confusing me is that in the past this has been reflected in my BQM, but not this time:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1e6806c9f19d1700b4ed9709134f623e3577502c-06-02-2023

Power levels I think are okay too:

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

1	267000000	5.4	38	256 qam	17
2	139000000	4.5	37	256 qam	1
3	147000000	4.8	37	256 qam	2
4	155000000	4.9	37	256 qam	3
5	163000000	4.8	37	256 qam	4
6	171000000	4.9	37	256 qam	5
7	179000000	4.8	37	256 qam	6
8	187000000	5	37	256 qam	7
9	195000000	5	38	256 qam	8
10	203000000	5	38	256 qam	9
11	211000000	5	38	256 qam	10
12	219000000	5	38	256 qam	11
13	227000000	4.9	38	256 qam	12
14	235000000	4.5	38	256 qam	13
15	243000000	4.3	38	256 qam	14
16	251000000	4.5	38	256 qam	15
17	259000000	5	38	256 qam	16
18	275000000	5.5	38	256 qam	18
19	283000000	5.8	38	256 qam	19
20	291000000	6	38	256 qam	20
21	299000000	6.1	38	256 qam	21
22	307000000	6	40	256 qam	22
23	315000000	5.6	38	256 qam	23
24	323000000	4.5	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	93	61
2	Locked	37.6	241	145
3	Locked	37.6	268	145
4	Locked	37.6	173	158
5	Locked	37.6	201	130
6	Locked	37.6	172	149
7	Locked	37.3	186	111
8	Locked	37.6	191	99
9	Locked	38.6	142	124
10	Locked	38.9	173	88
11	Locked	38.6	138	107
12	Locked	38.9	142	62
13	Locked	38.6	131	75
14	Locked	38.6	123	65
15	Locked	38.9	104	49
16	Locked	38.6	108	49
17	Locked	38.6	98	46
18	Locked	38.6	92	42
19	Locked	38.6	93	34
20	Locked	38.9	92	36
21	Locked	38.6	92	24
22	Locked	40.3	73	32
23	Locked	38.9	87	1
24	Locked	38.6	57	21

Any suggestions greatly appreciated!

Many Thanks

David

[davidharris_]

There are some messages in the log. But there is only 1 from this morning, at just after 8am, whereas I have had several disconnecitons since then:

06/02/2023 08:03:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 17:36:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 16:35:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 16:35:34criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 16:35:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 16:35:14criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 16:34:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 16:34:34criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:33:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:33:54criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:33:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:33:34criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:32:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:32:54criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:32:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:32:14criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:31:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:31:54criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:31:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/02/2023 16:31:14criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Kath_F]

Hi davidharris_, 

Thanks for taking the time to post about your issues in the Community. ⭐

We're sorry to hear you're having an issue with your broadband connection. 

Taking a look at things this end, we can see there is a short term stability issue showing. I've checked the hub power and signal levels and these need adjusting. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi davidharris_,

Thanks for coming back to us via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

➡ The technician diagnoses the faults as not being caused by our network/equipment 

➡ The technician discovers that the fault or problem relates to your equipment

➡ The technician discovers that the fault or problem relates to any system that we are not responsible for

➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email

Lets us know how the appointment goes. 

Take care.