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Kath_F
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Message 31 of 52
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Re: Internet Intermittently Cutting Out

That's great Ali. 

Yes please do keep us posted and if you need anything else, you know where we are. 

Take care and enjoy your weekend. 

Thanks,

Kath_F
Forum Team



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aliyanik
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Message 32 of 52
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Re: Internet Intermittently Cutting Out

Hi Kath,

Virgin Engineer that you arranged came in yesterday and he changed the connector (for fiber input) at the back of hub 3. 

Unfortunately intermittent cuts still continued yesterday and today. Can you help please?

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lotharmat
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Message 33 of 52
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Re: Internet Intermittently Cutting Out

Can you post your Hub status and logs again?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Robert_P
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Message 34 of 52
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Re: Internet Intermittently Cutting Out

We've checked your connection from our side and everything appears to be within the ranges and the spec's we'd expect them to be, as lotharmat has requested, can you post the Hub stats for us please?

 

Rob

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aliyanik
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Message 35 of 52
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Re: Internet Intermittently Cutting Out

PasswordShow
 


 
Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1330750000638256 qam25
2234750000338256 qam13
3242750000438256 qam14
42507500004.838256 qam15
52587500004.638256 qam16
62667500004.838256 qam17
72747500004.938256 qam18
8282750000538256 qam19
9290750000538256 qam20
102987500005.438256 qam21
113067500005.538256 qam22
123147500005.838256 qam23
133227500005.938256 qam24
14338750000638256 qam26
153467500005.338256 qam27
163547500004.938256 qam28
173627500004.638256 qam29
183707500004.638256 qam30
193787500004.838256 qam31
203867500004.838256 qam32
213947500004.538256 qam33
224027500004.938256 qam34
23410750000538256 qam35
24418750000538256 qam36


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.629788670
2Locked38.6235910855
3Locked38.6242311302
4Locked38.6254810605
5Locked38.9263611232
6Locked38.9250911218
7Locked38.9240911416
8Locked38.6243210423
9Locked38.624829303
10Locked38.6275411451
11Locked38.631199391
12Locked38.932809683
13Locked38.9327510325
14Locked38.634389505
15Locked38.6403010680
16Locked38.9390511716
17Locked38.6371113344
18Locked38.9365810010
19Locked38.6385412299
20Locked38.9330812539
21Locked38.930989955
22Locked38.6298612833
23Locked38.6336410909
24Locked38.6333011102
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aliyanik
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Message 36 of 52
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Re: Internet Intermittently Cutting Out

PasswordShow
 


 
Router status
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000039.5512064 qam5
23940000441512064 qam4
34620000041512064 qam3
45369996441512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0020
3ATDMA0000
4ATDMA0000
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aliyanik
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Message 37 of 52
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Re: Internet Intermittently Cutting Out

PasswordShow
 


 
Router status
Network LogTime Priority Description
23/06/2021 09:17:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 09:57:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 04:37:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 04:37:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 04:37:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 04:37:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 04:37:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 00:50:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:24:47criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 00:47:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Robert_P
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Message 38 of 52
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Re: Internet Intermittently Cutting Out

I'm going to send you a Private Message to get some more details from you to arrange for a technician to come out aliyanik.

 

Looking forward to hearing back from you.

 

Rob

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Robert_P
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Message 39 of 52
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Re: Internet Intermittently Cutting Out

We understand the frustration aliyanik, I have booked a technician in for you and you can find the details of the visit via your online account or here 

 

Thanks

 

Rob

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Kath_F
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Message 40 of 52
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Re: Internet Intermittently Cutting Out

Hi @James20211

Thanks for coming back to me via private message. 

I have rebooked the engineer for you now. As before, we cannot confirm the appointment time slot publicly, so to view this please sign in to My Virgin Media here: My VM

Even if the issues seem to be resolved, keep the engineer visit as the power levels won't go to where they need to be by themselves. An engineer is required to do this. 

Please let us know how the visit goes. 

Thanks,

Kath_F
Forum Team



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