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Internet cutting out every few minutes - a return of a problem that was fixed 6 months ago

Six months ago I went through a problem where internet would drop (modem rebooted) every 5-10 mins. Techs came out and replaced line from cabinet to home and adjusted levels. All was great from Jan until now. Now its back.

Here are modem levels:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 186750000 6 37 256 qam 7
2 194750000 5.6 37 256 qam 8
3 202750000 5.5 37 256 qam 9
4 210750000 5.3 37 256 qam 10
5 218750000 5.1 37 256 qam 11
6 226750000 5.1 36 256 qam 12
7 234750000 5 37 256 qam 13
8 242750000 4.9 37 256 qam 14
9 250750000 4.8 37 256 qam 15
10 258750000 5 37 256 qam 16
11 266750000 5 37 256 qam 17
12 274750000 5 37 256 qam 18
13 282750000 5.1 37 256 qam 19
14 290750000 5.1 37 256 qam 20
15 298750000 5.4 37 256 qam 21
16 306750000 5.6 37 256 qam 22
17 314750000 5.8 37 256 qam 23
18 322750000 5.9 37 256 qam 24
19 402750000 5.4 37 256 qam 25
20 410750000 5.5 37 256 qam 26
21 418750000 5.4 37 256 qam 27
22 426750000 5.4 37 256 qam 28
23 434750000 5.4 37 256 qam 29
24 442750000 5.4 37 256 qam 30


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 16 0
2 Locked 37.3 5 0
3 Locked 37.3 4 0
4 Locked 37.3 0 0
5 Locked 37.3 4 0
6 Locked 36.6 5 0
7 Locked 37.3 6 0
8 Locked 37.3 0 0
9 Locked 37.6 0 0
10 Locked 37.3 0 0
11 Locked 37.3 5 0
12 Locked 37.3 5 0
13 Locked 37.3 5 0
14 Locked 37.3 6 0
15 Locked 37.3 5 0
16 Locked 37.3 5 0
17 Locked 37.3 0 0
18 Locked 37.3 12 0
19 Locked 37.3 4 0
20 Locked 37.3 7 0
21 Locked 37.6 0 0
22 Locked 37.6 0 0
23 Locked 37.3 0 0
24 Locked 37.3 0 0

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Re: Internet cutting out every few minutes - a return of a problem that was fixed 6 months ago

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.85 5120 64 qam 2
2 25800000 4.775 5120 64 qam 4
3 32600000 4.825 5120 64 qam 3
4 46200000 4.875 5120 64 qam 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

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxxl500u+voc-b.cm


Primary Downstream Service Flow
SFID 90806
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 90805
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort
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Re: Internet cutting out every few minutes - a return of a problem that was fixed 6 months ago

Network Log
Time Priority Description
23/06/2020 19:26:19 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 11:40:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 11:25:24 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 04:58:48 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 00:14:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 09:39:10 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 17:23:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 11:09:54 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 10:36:53 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 21:34:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 16:36:5 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2020 14:39:24 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 11:46:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 15:31:48 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 03:21:15 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 16:01:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 15:10:45 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2020 19:04:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 21:53:46 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 19:43:26 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 4 of 22
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Re: Internet cutting out every few minutes - a return of a problem that was fixed 6 months ago

Any ideas? With working from home and kids also being schooled from home (online lessons) this is now a major problem for us.

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Message 5 of 22
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Re: Internet cutting out every few minutes - a return of a problem that was fixed 6 months ago

Also VM on twitter told me to text a VM number for help. No response from that text message.

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Re: Internet cutting out every few minutes - a return of a problem that was fixed 6 months ago

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Message 7 of 22
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Re: Internet cutting out every few minutes - a return of a problem that was fixed 6 months ago

There’s nothing amiss with those stats.

Whats dropping exactly?


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Message 8 of 22
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Re: Internet cutting out every few minutes - a return of a problem that was fixed 6 months ago

So for both hard wired PC's at home and wireless PCs the internet will work for 5-10 mins then stop. If I go to the modem I see the white flashing light and its rebooting. It does this constantly as you can see from the full red BQM. I'll get about 5 mins of using the internet (maybe) and then modem reboots. I had this issue back in January (and before that in Nov) - Tech's replaced line from house to cabinet and adjusted levels. All was fine until today.

EDIT: I just watched it. Modem working. Then white light, flashing light, then comes back for 2 mins, then back to rebooting.... over and over.

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Re: Internet cutting out every few minutes - a return of a problem that was fixed 6 months ago

The full red bar means either an incorrect external IP address or the router isn’t allowing ICMP requests 


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Message 10 of 22
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Re: Internet cutting out every few minutes - a return of a problem that was fixed 6 months ago

I think the modem isn’t functioning for long enough for it to return ICMP requests. IP address I have appears to be in Virgins usual 85. Range.

modem just keeps rebooting.

also virgins +44 7533 051809 text number for support (VM on Twitter told me to send the my info) doesn’t respond.

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