Internet constantly cutting off

[IcoSof]

My internet cuts out at least once every hour for minutes. It makes working from home a living nightmare! Yes, I've tried an ethernet connection. Yes, I tried resetting the router. Yes, I restarted the router like the tech support advised me numerous times... Yes, I made sure the cable connection is secure. But the issue still persists!

Is there a possibility that it could not be the router? Since I didn't have this issue in my old address but in my new one, it happens frequently, to the point that I'm considering cancelling. 

Any advice?

[Jodi_S]

Hi IcoSof,

Welcome to our community and thanks for posting. Really sorry to hear that you're experiencing issues with our internet services, and regular drop outs.

We have checked remotely from our end, with the details you have provided from your community profile, and can see that you are indeed experiencing down stream power level issues. 

Due to this we will need to get an engineer to attend to get this issue resolved.

I will get this arranged for you, but I need to confirm some personal details first. I will pop you over a private message, please click on the purple envelope to accept the chat.

Kind regards Jodi. 

[Tom_F]

Thanks for getting back to us @IcoSof. You will find confirmation of the engineer-visit we booked via your online account (virg.in/myVM) and can reschedule from there as well if needed.

Please let us know how you get on, or if there's anything else we can help with from here.

Tom 

[IcoSof]

Hey guys, the engineer came, they said it was the cable which was too "loose" so he replaced it with a new one. However, on the same day during the night the internet cut out again! Though this time it didn't last as long, so I thought it couldn't get any worse. Well, it did...

My internet cut out multiple times today! It was so bad that I had to turn on my mobile data to do my job, since I work at home! Guys, this is just ridiculous! I waited a whole week without any internet when I moved address, expecting the engineer to come, only for the internet to turn on, and now I have been having intermittent connection issues for what feels like ages! I need to do meetings through Teams and it is incredibly embarassing having your connection drop out while you're having a conversation with a coworker or customer! 

This is my network log. Today it was really bad. Internet cut out many times. At one point, it was good for 4 hours but now it cut out yet again! 

Network Log

Time Priority Description

19/08/2021 22:25:59	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 22:15:54	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;
19/08/2021 21:59:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 21:43:42	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;
19/08/2021 21:32:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 15:51:13	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;
19/08/2021 15:50:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 15:45:38	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;
19/08/2021 15:40:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 15:39:56	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 15:39:56	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 15:39:56	critical	Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 15:39:56	critical	Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 15:37:18	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;
19/08/2021 15:37:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 15:36:59	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;
19/08/2021 15:32:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 15:28:55	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;
19/08/2021 15:21:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 15:15:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[IcoSof]

Not sure if this helps but:

Upstream:

Refresh data

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

1	60300000	54	5120	64 qam	1
2	53700000	54	5120	64 qam	2

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

Downstream:

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

1	203000000	-9.9	38	256 qam	9
2	211000000	-10	38	256 qam	10
3	219000000	-10.4	38	256 qam	11
4	227000000	-10.5	37	256 qam	12
5	235000000	-10.9	37	256 qam	13
6	243000000	-11.4	37	256 qam	14
7	251000000	-11.2	37	256 qam	15
8	259000000	-11	37	256 qam	16
9	267000000	-11	37	256 qam	17
10	275000000	-11.2	37	256 qam	18
11	283000000	-11.5	37	256 qam	19
12	291000000	-12	37	256 qam	20
13	299000000	-11.5	37	256 qam	21
14	307000000	-11.7	37	256 qam	22
15	315000000	-12.2	36	256 qam	23
16	323000000	-12.4	36	256 qam	24
17	331000000	-12	37	256 qam	25
18	371000000	-13.5	36	256 qam	26
19	379000000	-14.3	35	256 qam	27
20	387000000	-14.3	35	256 qam	28
21	395000000	-13.5	35	256 qam	29
22	403000000	-14	35	256 qam	30
23	411000000	-14.7	35	256 qam	31
24	419000000	-14.4	35	256 qam	32

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

1	Locked	38.6	3	0
2	Locked	38.6	6	0
3	Locked	38.6	4	0
4	Locked	37.3	7	0
5	Locked	37.6	4	0
6	Locked	37.6	1	0
7	Locked	37.6	1	0
8	Locked	37.6	6	0
9	Locked	37.6	5	0
10	Locked	37.3	5	0
11	Locked	37.3	12	0
12	Locked	37.3	0	0
13	Locked	37.3	6	0
14	Locked	37.6	6	0
15	Locked	36.6	0	0
16	Locked	36.6	2	0
17	Locked	37.3	1	0
18	Locked	36.3	1	0
19	Locked	35.7	3	0
20	Locked	35.7	8	0
21	Locked	35.5	10	0
22	Locked	35.7	11	0
23	Locked	35	60	0
24	Locked	35.5	13	0

[IcoSof]

Can anyone please look into this? 

[jbrennand]

I have flagged for VM to come back and comment

[Ayisha_B]

Hi @IcoSof,

Welcome to our Community Forum and thanks for posting.

I am sorry you are still having issues. I have taken a look at your account and can see the power levels are still out of specification. As such I will need to book another technician visit for you.

Will pop you a PM now to get this arranged. 

[Ayisha_B]

Thanks for confirming your details via PM @IcoSof,

I have booked the first available appointment for you. Please log into your online account for confirmation of the time and date. If this is unsuitable, you will also be given the option to re-schedule there. 

Let us know how the visit goes.

[IcoSof]

Hi Ayisha

Thank you very much. I really hope the technician can check the cabinets or at least the cabling outside the house because I know for a fact that it's not the cable connected to the router that is causing the issue. I did not have this problem in my previous address, it appeared when I moved to my new one.