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Message 1 of 11
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Internet drops every night

 Ok, since march every night between 10pm - 2am it drops for 10-15 mins, I have had a tech out to check the line and he said everything was fine but replaced my quick start cable anyway.  I continued having problems every night and it has gotten worse of late so i made a BQM here and spoke to virgin again and they sent me a replacement Hub 3, then I set a BQM for it here.

 But still the issue persists and I don't know where to go from here.

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Message 2 of 11
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Re: Internet drops every night

Spoken to Virgin again today and they told me there is nothing they can do, she could see the downtime on the router but could not tell me why it was happening and because there isn't a specific fault she can't send out an engineer again without charging me for the visit. 

I have now cancelled my account with them effective 19/07/2020 but I am still keen to fix this issue and stay with them if at all possible 

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Message 3 of 11
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Re: Internet drops every night

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1402750000-0.938256 qam29
22507500001.238256 qam15
32587500001.238256 qam16
42667500000.938256 qam17
5274750000138256 qam18
62827500000.738256 qam19
7290750000138256 qam20
82987500000.938256 qam21
93067500001.238256 qam22
103147500000.938256 qam23
113227500000.938256 qam24
123307500000.538256 qam25
133787500000.238256 qam26
14386750000-0.538256 qam27
15394750000-0.438256 qam28
16410750000-0.438256 qam30
17418750000-0.538256 qam31
18426750000038256 qam32
19434750000-0.738256 qam33
20442750000-0.738256 qam34
21450750000-138256 qam35
22458750000-0.938256 qam36
23466750000-138256 qam37
24474750000-1.238256 qam38



Downstream bonded channels

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

1Locked38.620
2Locked38.690
3Locked38.660
4Locked38.600
5Locked38.610
6Locked38.950
7Locked38.6140
8Locked38.680
9Locked38.600
10Locked38.920
11Locked38.960
12Locked38.620
13Locked38.610
14Locked38.670
15Locked38.660
16Locked38.960
17Locked38.910
18Locked38.690
19Locked38.680
20Locked38.950
21Locked38.970
22Locked38.660
23Locked38.960
24Locked38.630

 

Upstream bonded channels

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

1394000004.525512064 qam6
2462000004.6512064 qam5
3257998254.375512064 qam8
4326000004.425512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u-b.cm


Primary Downstream Service Flow
SFID 1130756
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 1130755
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

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Message 4 of 11
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Re: Internet drops every night

Network Log

Time Priority Description

19/06/2020 19:39:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 08:22:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 08:15:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 08:15:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:19:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:18:57criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:18:57criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:18:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:14:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:14:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:12:23criticalReceived 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;
19/06/2020 01:09:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:08:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:06:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:04:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:04:5criticalReceived 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;
19/06/2020 00:56:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 00:55:39criticalReceived 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;
19/06/2020 00:51:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 00:50:51criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 11
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Re: Internet drops every night

Thanks for your post on our Community Forums WarSniff and a very warm welcome to you!

 

Terribly see to see that you've been experiencing an issue with our broadband services.

 

Can you tell me if you've had any engineers visiting your property to have this resolved?

 

I've looked at the stats of the hub and everything appears to be in spec

 

Kindest regards,

 

David_Bn

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Message 6 of 11
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Re: Internet drops every night

No, not since the first time as I said before I was told on the phone that a further visit would be at my expense, I have had a couple of nights of no drops so I assumed it fixed but it has just gone down again.
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Message 7 of 11
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Re: Internet drops every night

Network Log

Time Priority Description

22/06/2020 21:03:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 21:03:22Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 21:00:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 21:00:4criticalReceived 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;
22/06/2020 20:49:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 20:39:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 17:15:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 19:39:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 08:22:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 08:15:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 08:15:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:19:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:18:57criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:18:57criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:18:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:14:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:14:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:12:23criticalReceived 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;
19/06/2020 01:09:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 01:08:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

1402750000-2.738256 qam29
2250750000038256 qam15
32587500000.238256 qam16
4266750000-0.238256 qam17
5274750000038256 qam18
6282750000-0.438256 qam19
7290750000038256 qam20
8298750000-0.238256 qam21
9306750000038256 qam22
10314750000-0.238256 qam23
11322750000-0.238256 qam24
12330750000-0.738256 qam25
13378750000-138256 qam26
14386750000-1.738256 qam27
15394750000-1.738256 qam28
16410750000-1.538256 qam30
17418750000-1.738256 qam31
18426750000-1.238256 qam32
19434750000-1.938256 qam33
20442750000-238256 qam34
21450750000-2.238256 qam35
22458750000-2.238256 qam36
23466750000-2.438256 qam37
24474750000-2.538256 qam38



Downstream bonded channels

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

1Locked38.9616
2Locked38.650
3Locked38.670
4Locked38.690
5Locked38.680
6Locked38.680
7Locked38.650
8Locked38.620
9Locked38.980
10Locked38.620
11Locked38.980
12Locked38.910
13Locked38.670
14Locked38.930
15Locked38.950
16Locked38.670
17Locked38.610
18Locked38.950
19Locked38.920
20Locked38.960
21Locked38.610
22Locked38.980
23Locked38.960
24Locked38.910
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Message 8 of 11
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Re: Internet drops every night

Upstream bonded channels

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

1394000004.625512064 qam6
2462000004.725512064 qam5
3258000004.45512064 qam8
4326000004.55512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Message 9 of 11
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Re: Internet drops every night

Network Log

Time Priority Description

22/06/2020 23:23:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 23:21:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 23:21:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 23:20:39criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 23:20:39criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 23:14:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 23:14:8criticalReceived 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;
22/06/2020 23:09:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 23:09:9Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 23:08:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 23:07:39criticalReceived 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;
22/06/2020 23:04:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 22:58:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 22:57:28criticalReceived 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;
22/06/2020 22:53:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 22:52:45criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 22:52:45criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 21:45:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 21:44:57criticalReceived 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;
22/06/2020 21:40:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

1402750000-338256 qam29
2250750000-1.238256 qam15
3258750000-1.438256 qam16
4266750000-1.938256 qam17
5274750000-1.738256 qam18
6282750000-238256 qam19
7290750000-1.738256 qam20
8298750000-237256 qam21
9306750000-1.538256 qam22
10314750000-1.937256 qam23
11322750000-1.938256 qam24
12330750000-2.238256 qam25
13378750000-2.438256 qam26
14386750000-338256 qam27
15394750000-2.738256 qam28
16410750000-2.538256 qam30
17418750000-338256 qam31
18426750000-2.538256 qam32
19434750000-3.238256 qam33
20442750000-3.238256 qam34
21450750000-3.538256 qam35
22458750000-3.238256 qam36
23466750000-3.538256 qam37
24474750000-3.738256 qam38



Downstream bonded channels

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

1Locked38.677136
2Locked38.6562125
3Locked38.6559131
4Locked38.6512114
5Locked38.6510103
6Locked38.6394109
7Locked38.6353103
8Locked37.6318106
9Locked38.629799
10Locked37.6248126
11Locked38.6298115
12Locked38.6233147
13Locked38.6144111
14Locked38.9128131
15Locked38.6105110
16Locked38.6103135
17Locked38.976135
18Locked38.9100132
19Locked38.693144
20Locked38.664122
21Locked38.673120
22Locked38.665119
23Locked38.947192
24Locked38.946141

 

 

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Message 10 of 11
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Re: Internet drops every night

Upstream bonded channels

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

1394000004.8512064 qam6
2462000004.875512064 qam5
3258002984.625512064 qam8
4326000004.725512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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