on 02-07-2021 21:37
Our internet is frequently (At least 3 times a day) disconnecting, have called virgin on numorous occasions but nothing they get us to do is fixing it.
The issue has only been happening since upgrade to TV360
They say an engineer has been working in our area but this is everytime we call.
this is really bad, we are paying for a service that does not work
on 02-07-2021 21:26
Ever since we had upgraded to TV360 our internet cuts out at least 3 times a day every day,
We have called Virgin and each time they say to reset by all the normal methods but nothing fixes this.
4 times this week now and they still have not got an engineer out to us, They said on last 2 contacts that an engineer was coming to our area (not our property) the area, we need this fixing as all our smart controlled items stop on a daily basis.
on 02-07-2021 21:53
Can you post some detail from your hub..browse to it on http://192.168.0.1 - don't log in, click Router Status - copy/paste the tables from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one..
on 02-07-2021 22:52
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | -3.4 | 38 | 256 qam | 9 |
2 | 139000000 | -3 | 38 | 256 qam | 1 |
3 | 147000000 | -3.4 | 38 | 256 qam | 2 |
4 | 155000000 | -3.5 | 38 | 256 qam | 3 |
5 | 163000000 | -3.5 | 38 | 256 qam | 4 |
6 | 171000000 | -3.2 | 38 | 256 qam | 5 |
7 | 179000000 | -3 | 38 | 256 qam | 6 |
8 | 187000000 | -3 | 38 | 256 qam | 7 |
9 | 195000000 | -3.2 | 40 | 256 qam | 8 |
10 | 211000000 | -3.5 | 38 | 256 qam | 10 |
11 | 219000000 | -3.7 | 40 | 256 qam | 11 |
12 | 227000000 | -4 | 38 | 256 qam | 12 |
13 | 235000000 | -4.2 | 38 | 256 qam | 13 |
14 | 243000000 | -4.5 | 38 | 256 qam | 14 |
15 | 251000000 | -4.7 | 38 | 256 qam | 15 |
16 | 259000000 | -5.4 | 38 | 256 qam | 16 |
17 | 267000000 | -6.5 | 38 | 256 qam | 17 |
18 | 275000000 | -6.2 | 38 | 256 qam | 18 |
19 | 283000000 | -5 | 38 | 256 qam | 19 |
20 | 291000000 | -4.5 | 40 | 256 qam | 20 |
21 | 299000000 | -3.9 | 38 | 256 qam | 21 |
22 | 307000000 | -3.7 | 40 | 256 qam | 22 |
23 | 315000000 | -4 | 38 | 256 qam | 23 |
24 | 323000000 | -4.2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 945 | 0 |
2 | Locked | 38.6 | 18997 | 8 |
3 | Locked | 38.9 | 25912 | 0 |
4 | Locked | 38.9 | 29277 | 6 |
5 | Locked | 38.9 | 4449 | 0 |
6 | Locked | 38.9 | 2801 | 0 |
7 | Locked | 38.9 | 1657 | 2 |
8 | Locked | 38.9 | 1890 | 3 |
9 | Locked | 40.3 | 2991 | 0 |
10 | Locked | 38.9 | 2590 | 6 |
11 | Locked | 40.3 | 1894 | 6 |
12 | Locked | 38.6 | 101 | 6 |
13 | Locked | 38.6 | 66 | 0 |
14 | Locked | 38.6 | 348 | 4 |
15 | Locked | 38.9 | 954 | 0 |
16 | Locked | 38.9 | 304 | 5 |
17 | Locked | 38.9 | 2217 | 9 |
18 | Locked | 38.6 | 90 | 5 |
19 | Locked | 38.6 | 165 | 7 |
20 | Locked | 40.3 | 321 | 3 |
21 | Locked | 38.9 | 178 | 0 |
22 | Locked | 40.3 | 33 | 0 |
23 | Locked | 38.9 | 56 | 0 |
24 | Locked | 38.9 | 348 | 0 |
on 02-07-2021 22:53
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 51 | 5120 | 64 qam | 1 |
2 | 39400000 | 51 | 5120 | 64 qam | 2 |
3 | 46200000 | 51 | 5120 | 64 qam | 3 |
4 | 25799961 | 51 | 5120 | 64 qam | 4 |
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 |
on 02-07-2021 22:53
Network Log
Time Priority Description
02/07/2021 21:48:13 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/07/2021 21:43:49 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/07/2021 23:10:28 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/07/2021 21:24:26 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/07/2021 00:17:59 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:24:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:23:38 | critical | REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:23:38 | Error | T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:23:38 | critical | Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:23:38 | critical | Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:20:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:20:16 | critical | REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:20:16 | Error | T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:20:16 | critical | Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:20:16 | critical | Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:20:0 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:19:27 | critical | REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:19:27 | Error | T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:19:27 | critical | Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 03-07-2021 09:58
on 05-07-2021 11:30
Thanks for your post and for reaching out to the Community Forums, Davebreckie,
I'll send you a private message to confirm your account details.
Cheers,
Corey C