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Internet connection keeps dropping from 2pm to 2am!!!

Follow up on this thread as this issue IS BACK after less than a week and engineer attended (and it wasn't solved by then I clicked helpful by mistake thinking it's like a thanks for his reply and came up as SOLVED so I won't make that mistake again):
https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-keeps-dropping-out-cons...

This is beyond ridiculous now.. Days and days without any internet from aprox 2-3pm until 2am.

I am paying full bills for this? For this customer service? Can't get in touch with call centers and after hours of waiting got in touch on Thursday just to tell me the next engineer available is only on Monday?

This forum apart from the helpful people here has no Virgin representatives actually being helpful and take days to respond. So I'm just posting this to get some attention as I don't like whining about things but I had enough of Virgin. Working from home and it's so disrespectful to me as a customer - had the engineer come here to my property 2 times already and the issue hasn't been fixed. No comms at all. Apparently my area has got some problems as it's a "new project" (no fibre with other providers except from virgin) but no comms to say why this is happening, what is being done to fix it.. The engineer was very nice and he was the one who pointed this and gave me his number but I guess he's done all he can do as I can't get in touch with him anymore (straight to voicemail and left him a few messages). But as a company 0. No letters to explain, to apologise. Nothing.

I will once again post the details - bear in mind this is a proper rant and a complaint, such a bad customer service from Virgin and I feel sad as this is affecting my day to day considering I have to work from home as well. Can you imagine if for some reason I couldn't justify my productivity and got sacked? Luckily that isn't the case.

I tried all the basic things (reboot check cables etc) and including the guides from Virgin and still nothing.

Thanks for reading and apologies for the rant but I am not happy. This has been happening before corona virus but not in this scale, now it's almost every day from aprox 2-3pm to 2-3am.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
386750000
Ranging
Ranged Upstream Channel (Hz)
Update in progress
undefined
Provisioning State
Offline

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1386750000-1832256 qam28


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked32.2140321183

 

Upstream bonded channels

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



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

 

 

Network LogTime Priority Description
01/01/1970 00:16:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:16:20Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:14:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:14:21Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:12:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:12:2Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:56Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:07:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:07:46Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:33Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:35Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:00:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:00:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:00:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:00:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:00:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:00:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Internet connection keeps dropping from 2pm to 2am!!!

If what you've posted is complete, then you've only got one downstream channel when there should be 24, your downstream power levels are FAR too low, and your SNR (signal to noise ratio) is also too low for for reliable operation.  If a technician visit hasn't fixed this, it suggests to me that there's a local loop problem that's causing excessive attenuation of the signal too (and probably from) your hub.  Or, given the 2pm to 2am "dead zone", possibly you are another victim of over-subscription, where VM have sold more contracts than their equipment has capacity for.

Give it a day or so for VM forum staff to advise what is going on, if there's no response (or a response that doesn't give any assurance that the problem is understood and will be fixed), then search and read the Virgin Media Complaints Code of Practice.  Read it, follow it, raise a complaint by post (specifying that the response must be by post, and if need be escalate to the industry arbitration scheme, CISAS.  That will be slow, though.  

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 3 of 12
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Re: Internet connection keeps dropping from 2pm to 2am!!!

Internet came back close to 2am... It's currently working  and here are the logs (couldn't send everything in one post) - bear in mind it should go down again around the same time which I'll try and post

Acquired Downstream Channel (Hz)
202750000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online
 

 

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Re: Internet connection keeps dropping from 2pm to 2am!!!

Part 2

Downstream bonded channels

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

12027500002.940256 qam9
21387500002.940256 qam1
31467500002.740256 qam2
41547500002.540256 qam3
51627500002.540256 qam4
61707500002.540256 qam5
71787500002.540256 qam6
81867500002.740256 qam7
91947500002.940256 qam8
102107500002.940256 qam10
11218750000340256 qam11
12226750000340256 qam12
132347500003.240256 qam13
142427500003.240256 qam14
152507500003.240256 qam15
162587500003.240256 qam16
172667500003.540256 qam17
182747500003.440256 qam18
192827500003.540256 qam19
202907500003.440256 qam20
212987500003.540256 qam21
223067500003.540256 qam22
233147500003.540256 qam23
243227500003.440256 qam24

 

 

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Re: Internet connection keeps dropping from 2pm to 2am!!!

Part 3

Downstream bonded channels

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

1Locked40.3570
2Locked40.316927613660
3Locked40.95338410198
4Locked40.3395691236
5Locked40.973710
6Locked40.3410
7Locked40.3430
8Locked40.3410
9Locked40.3440
10Locked40.3410
11Locked40.9590
12Locked40.3650
13Locked40.3860
14Locked40.31170
15Locked40.91230
16Locked40.31510
17Locked40.31860
18Locked40.92460
19Locked40.93260
20Locked40.34390
21Locked40.35500
22Locked40.97300
23Locked40.99610
24Locked40.31235

0

 

Upstream bonded channels

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

1326000004.2512064 qam11
2537000124.2512064 qam12
3393999964.2512064 qam10
4462000074.2512064 qam9

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Primary Downstream Service Flow

SFID20321
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID19800
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling Type

BestEffort

 

 

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Re: Internet connection keeps dropping from 2pm to 2am!!!

Part 4

Network Log

Time Priority Description

01/01/1970 10:10:37criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 10:08:34Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 10:07:6criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 10:07:4Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 10:05:5criticalNo Ranging Response received - T3 time-out;CM-MAC=;;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 10:05:2Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 10:03:14criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 10:03:11Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 10:01:51criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 10:01:50Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:59:58criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:59:55Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:58:21criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:58:20Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=;CMTS-MAC=e;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:56:14criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:56:11Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:54:17criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:52:34Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:51:2criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:51:0Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

 

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Message 7 of 12
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Re: Internet connection keeps dropping from 2pm to 2am!!!

Hi sun_20

 

Sorry for the broadband issues.

 

I can see you've got an engineer visit to look into this. Please let us know how the visit goes.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Re: Internet connection keeps dropping from 2pm to 2am!!!

Thanks.

FYI internet is down again since 2:30pm after being okay from 2am in the morning till then.......... as predicted. no luck so far since then
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 386750000 Ranging
Ranged Upstream Channel (Hz) Update in progress undefined
Provisioning State Offline

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 386750000 -17.5 32 256 qam 28

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 32.3 15464 0

Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

General Configuration
Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode Docsis30
Config file

Primary Downstream Service Flow
SFID 20321
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 19800
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort


Refresh data
Network Log
Time Priority Description
31/05/2020 14:31:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:31:23 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:29:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:29:10 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:28:48 critical Received 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;
31/05/2020 14:27:8 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:48 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:42 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 14:26:31 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


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Message 9 of 12
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Re: Internet connection keeps dropping from 2pm to 2am!!!

Your modem stats when it's working are really good.

Almost seems like a temperature problem with an street side amp.

Do you know where the VM Green box is that your service connects to?

Is it possible that the sun comes round to it at mid day?

Could you set up a Thinkbroadband Quality monitor.
This will clearly show when the service is working and when it fails.
Also it will give you a guide as to how good it will be when the problem is fixed.

Here's mine...

e92caa1bdb945ac80fed258755a314a987b6aa2f-31-05-2020.png

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Message 10 of 12
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Re: Internet connection keeps dropping from 2pm to 2am!!!

When it's working it's great seriously but it's more like not working than working!

No, I don't unfortunately. That is a good question but it's like its scheduled so I wouldn't think it's that?

I have set one up this morning

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