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Internet dropouts about every 2-3 weeks
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on 07-02-2023 12:54
Hi, I'm writing here seeking some advice.
I've had Virgin Media broadband for over 2 years now. Initially it was all fine but for the last year or so, I started having internet issues where I'd be without internet for several hours at a time, usually in the morning during weekdays. This would happen every 1-2 months. For the past few months now, it's been happening once every 2-3 weeks, which I think is a lot. It still happens in the morning during workdays and it's usually resolved by the afternoon. The rest of the time, the service has been flawless. Always low and stable ping, always all the bandwidth that I'm supposed to get, etc.
My question is, is this normal for many people these days? Are they working on upgrading things so that this doesn't happen anymore?
I'll paste the logs from the hub in a comment, I'd appreciate it if someone could tell me if those values are within spec.
Thanks!
Brian
3 REPLIES 3
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on 07-02-2023 13:03
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
| 1 | 194750000 | 3.4 | 40 | 256 qam | 8 |
| 2 | 138750000 | 6.9 | 40 | 256 qam | 1 |
| 3 | 146750000 | 6 | 40 | 256 qam | 2 |
| 4 | 154750000 | 5.6 | 40 | 256 qam | 3 |
| 5 | 162750000 | 5.5 | 40 | 256 qam | 4 |
| 6 | 170750000 | 5.1 | 40 | 256 qam | 5 |
| 7 | 178750000 | 4.4 | 40 | 256 qam | 6 |
| 8 | 186750000 | 3.5 | 40 | 256 qam | 7 |
| 9 | 202750000 | 3.2 | 40 | 256 qam | 9 |
| 10 | 210750000 | 3.2 | 40 | 256 qam | 10 |
| 11 | 218750000 | 3.5 | 40 | 256 qam | 11 |
| 12 | 226750000 | 3.5 | 40 | 256 qam | 12 |
| 13 | 234750000 | 3.5 | 40 | 256 qam | 13 |
| 14 | 242750000 | 3.5 | 40 | 256 qam | 14 |
| 15 | 250750000 | 3.2 | 40 | 256 qam | 15 |
| 16 | 258750000 | 2.9 | 40 | 256 qam | 16 |
| 17 | 266750000 | 2.5 | 40 | 256 qam | 17 |
| 18 | 274750000 | 2 | 40 | 256 qam | 18 |
| 19 | 282750000 | 1.5 | 40 | 256 qam | 19 |
| 20 | 290750000 | 1 | 38 | 256 qam | 20 |
| 21 | 298750000 | 1 | 38 | 256 qam | 21 |
| 22 | 306750000 | 0.7 | 40 | 256 qam | 22 |
| 23 | 314750000 | 1 | 40 | 256 qam | 23 |
| 24 | 322750000 | 1.5 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
| 1 | Locked | 40.9 | 4 | 0 |
| 2 | Locked | 40.3 | 5 | 0 |
| 3 | Locked | 40.3 | 5 | 0 |
| 4 | Locked | 40.3 | 6 | 0 |
| 5 | Locked | 40.3 | 4 | 0 |
| 6 | Locked | 40.3 | 20 | 0 |
| 7 | Locked | 40.9 | 5 | 0 |
| 8 | Locked | 40.3 | 5 | 0 |
| 9 | Locked | 40.3 | 6 | 0 |
| 10 | Locked | 40.9 | 11 | 0 |
| 11 | Locked | 40.3 | 17 | 0 |
| 12 | Locked | 40.3 | 17 | 0 |
| 13 | Locked | 40.3 | 21 | 0 |
| 14 | Locked | 40.3 | 18 | 0 |
| 15 | Locked | 40.9 | 18 | 0 |
| 16 | Locked | 40.3 | 5 | 0 |
| 17 | Locked | 40.3 | 5 | 0 |
| 18 | Locked | 40.3 | 11 | 0 |
| 19 | Locked | 40.3 | 11 | 0 |
| 20 | Locked | 38.9 | 10 | 0 |
| 21 | Locked | 38.9 | 11 | 0 |
| 22 | Locked | 40.3 | 13 | 0 |
| 23 | Locked | 40.3 | 6 | 0 |
| 24 | Locked | 40.3 | 5 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
| 1 | 23600012 | 41 | 5120 | 64 qam | 13 |
| 2 | 30099988 | 42 | 5120 | 64 qam | 12 |
| 3 | 36600002 | 43.5 | 5120 | 64 qam | 11 |
| 4 | 43099988 | 43.5 | 5120 | 64 qam | 10 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
| 1 | ATDMA | 0 | 0 | 1 | 0 |
| 2 | ATDMA | 0 | 0 | 1 | 0 |
| 3 | ATDMA | 0 | 0 | 0 | 0 |
| 4 | ATDMA | 0 | 0 | 1 | 0 |
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on 07-02-2023 13:05
Network Log
Time Priority Description
| 07/02/2023 10:57:4 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:56:59 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:56:46 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:56:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:56:23 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:56:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:55:32 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:55:30 | Error | Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:54:30 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:54:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:53:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:52:45 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:42:57 | Warning! | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:42:32 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:39:35 | Warning! | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:39:10 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:31:40 | 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; |
| 07/02/2023 10:30:50 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:30:45 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 07/02/2023 10:30:45 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Network log (earlier when I had a dropout)
TimePriorityDescription
07/02/2023 09:31:28 | 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; |
07/02/2023 09:30:37 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 09:30:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 09:30:31 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 09:30:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 02:24:47 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 02:24:47 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/02/2023 14:49:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/02/2023 14:24:47 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/02/2023 14:24:47 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/02/2023 14:41:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2023 10:14:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2023 09:48:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2023 07:34:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2023 02:24:47 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2023 02:24:47 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/01/2023 09:31:35 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/01/2023 14:11:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/01/2023 14:24:47 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/01/2023 14:24:47 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
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on 09-02-2023 13:43
Hi brianddh25,
Welcome to the Community and thank you for posting.
I am very sorry to hear you are experiencing issues with your broadband service, we will do all we can to help.
I would like to take a look at the service from our side and also run some checks. To do this, I will just need to take a few details via private message.
I will pop this over to the purple envelope on the top right of this page now.
Speak soon,
Nat
