Internet disconnecting frequently

[Davebreckie]

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

[Davebreckie]

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.

[sophist]

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..

[Davebreckie]

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

[Davebreckie]

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

[Davebreckie]

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;

[lotharmat]

Upstream power is too high - downstream too low for a few channels.

VM would need to send an engineer to rectify this!

Hang tight for forum staff to get to it!

[Corey_C]

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