Menu
Reply
Highlighted
  • 3
  • 0
  • 0
Joining in
186 Views
Message 1 of 7
Flag for a moderator

Internet dropping out

Hi wondering if i can get get some help please? i have contacted the team a lot recently but i keep being told there is no issues from their end however we are suffering from drops on both WiFi and Ethernet connections. I do normally have the hub 3.0 in modem mode. but have removed the external modem and i'm still having the same issues. i have just started a line quality check and will upload when there is enough data to look at.  

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

14190000001.740256 qam32
2203000000-1.237256 qam9
3211000000-1.537256 qam10
4219000000-1.737256 qam11
5227000000-1.937256 qam12
6235000000-1.937256 qam13
7243000000-1.737256 qam14
8251000000-1.237256 qam15
9259000000-0.737256 qam16
10267000000-0.238256 qam17
11275000000038256 qam18
122830000000.538256 qam19
13291000000138256 qam20
142990000001.238256 qam21
15307000000138256 qam22
163150000001.438256 qam23
173230000001.438256 qam24
183630000001.238256 qam25
19371000000138256 qam26
203790000000.938256 qam27
213870000000.938256 qam28
223950000001.240256 qam29
234030000001.238256 qam30
244110000001.540256 qam31


Upstream bonded channels

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

1326000364.4512064 qam5
2393999814.55512064 qam4
3462000044.6512064 qam3
4537000214.7512064 qam2

Network Log

Time Priority Description

09/07/2020 13:09:0noticeLAN login Success;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 09:59:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
09/07/2020 03:40:46criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:53:54Warning!RCS Partial Service;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:53:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:51:34Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:51:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:49:26Warning!RCS Partial Service;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:49:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:48:50Warning!RCS Partial Service;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:48:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:48:27Warning!RCS Partial Service;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:48:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:48:14Warning!CS Partial Service;CM-MAC=b3CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:48:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 02:48:14Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 16:00:15noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 14:42:47Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
08/07/2020 14:08:46noticeLAN login Success;CM-MAC=c;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 13:28:7criticalNo Ranging Response received - T3 time-out;CM-MAC=-MAC==1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 20.96K
  • 1.13K
  • 2.7K
Alessandro Volta
181 Views
Message 2 of 7
Flag for a moderator

Re: Internet dropping out

Post the other table on the Downstream tab

*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
Highlighted
  • 3
  • 0
  • 0
Joining in
177 Views
Message 3 of 7
Flag for a moderator

Re: Internet dropping out

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.344711716
2Locked37.350261528
3Locked37.651242669
4Locked37.651493422
5Locked37.352592560
6Locked37.352773202
7Locked37.652887094
8Locked37.651603651
9Locked37.351733696
10Locked38.651702361
11Locked38.650102994
12Locked38.948782235
13Locked38.649787434
14Locked38.949154068
15Locked38.948643760
16Locked38.948412914
17Locked38.643212251
18Locked38.942756081
19Locked38.648133007
20Locked38.648552190
21Locked38.949723857
22Locked40.350882030
23Locked38.950756706
24Locked40.349612361

 

there you go it wouldn't let me post everything the first time for some reason 

0 Kudos
Reply
Highlighted
  • 2.27K
  • 166
  • 299
Superfast
170 Views
Message 4 of 7
Flag for a moderator

Re: Internet dropping out

When was the last time the router was rebooted?

There appear to be a large number of 'Post RS Errors' on all channels.

Can you check if the connection between the router and wall socket is secure (tight)?

0 Kudos
Reply
Highlighted
  • 3
  • 0
  • 0
Joining in
137 Views
Message 5 of 7
Flag for a moderator

Re: Internet dropping out

All of the connections have been checked and are tight, the router has been getting rebooted more or less daily with the issues that I’ve been having. 

are these errors something I should be reporting to the team and something they should be looking at from there end? 

 

0 Kudos
Reply
Highlighted
  • 2.27K
  • 166
  • 299
Superfast
132 Views
Message 6 of 7
Flag for a moderator

Re: Internet dropping out

It's a signal problem so should be reported to the VM team either on here or by texting 07533051809.

0 Kudos
Reply
Highlighted
  • 2.18K
  • 89
  • 136
Forum Team
Forum Team
66 Views
Message 7 of 7
Flag for a moderator

Re: Internet dropping out

HI scott_88, thanks for the message and we are sorry to hear that you are having issues with the service and we want to get this resolved for you. We will send you a private message - Chris 

0 Kudos
Reply