Internet keeps cutting out

[Islands]

Hi,

Throughout the day the internet cuts out and the router shows a green wifi symbol and two green arrows. Thursday and Friday it cut out numerous times and it's just happened now. My son works from home so this is a huge inconvenience. I had an engineer out a while back which added a booster, so I don't believe that is the problem. I've also checked the services with my postcode and that is fine. 

Here is the current log: 

Many thanks

Time	Priority	Description
14/05/2022 12:57:40	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;
14/05/2022 12:56:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 12:55:32	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;
14/05/2022 12:55:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 12:55:15	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;
14/05/2022 12:51:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 11:25:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 10:45:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 10:45:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 10:43:39	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 10:43:39	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 10:40:50	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;
14/05/2022 10:38:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2022 10:36:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2022 13:51:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2022 13:37:54	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2022 13:37:54	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2022 13:33:28	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;

[Anonymous]

Try the “free & automated” Service Status number - 0800 561 0061 as it can have more information than the website version.

Also check all cables are in good condition and all connections are tight. 

Try a pinhole reset if the above don't help. 

[Islands]

Yes I’ve checked all that, thanks. It loses connection for about 15 mins at a time throughout the day. 

[Anonymous]

You are likely to need an engineer. VM forum staff can help with this.

We can look at your hub stats in the meantime if you want. 

[jbrennand]

Post up all the data
_________________

Just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page (you have already done thisthough!) .

Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Islands]

Downstream bonded channels

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

1	203000000	0	38	256 qam	9
2	211000000	1.2	38	256 qam	10
3	219000000	-0.5	35	256 qam	11
4	227000000	-2.5	35	256 qam	12
5	235000000	-0.5	38	256 qam	13
6	243000000	-1.5	38	256 qam	14
7	251000000	-2.4	38	256 qam	15
8	259000000	-0.2	38	256 qam	16
9	267000000	0	38	256 qam	17
10	275000000	-1.2	38	256 qam	18
11	283000000	0	38	256 qam	19
12	291000000	1.2	40	256 qam	20
13	299000000	0	38	256 qam	21
14	307000000	-0.2	38	256 qam	22
15	315000000	1.5	40	256 qam	23
16	323000000	1	38	256 qam	24
17	331000000	0.7	38	256 qam	25
18	339000000	2	40	256 qam	26
19	347000000	2.4	40	256 qam	27
20	355000000	0.2	40	256 qam	28
21	363000000	1	40	256 qam	29
22	371000000	2.2	40	256 qam	30
23	379000000	0.4	40	256 qam	31
24	387000000	0.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	29023	27
2	Locked	38.9	46	1
3	Locked	35	136916	12
4	Locked	35.2	47851	18
5	Locked	38.9	35	6
6	Locked	38.9	32	7
7	Locked	38.6	111	23
8	Locked	38.6	47	17
9	Locked	38.9	46	1
10	Locked	38.6	44	15
11	Locked	38.6	41	4
12	Locked	40.3	33	0
13	Locked	38.9	43	13
14	Locked	38.9	48	10
15	Locked	40.3	27	0
16	Locked	38.9	47	0
17	Locked	38.9	45	0
18	Locked	40.3	38	0
19	Locked	40.9	33	0
20	Locked	40.3	37	0
21	Locked	40.3	44	1
22	Locked	40.3	16	0
23	Locked	40.3	23	0
24	Locked	40.3	25	75

Upstream bonded channels

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

1	32600000	42	5120	64 qam	5
2	46200000	50.8	5120	64 qam	3
3	53700000	50.8	5120	64 qam	2
4	39400000	50.8	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

Thank you for your help, much appreciated! I spoke to someone on the phone and they said they have sent a signal to the router and to keep checking for issues?!

[Anonymous]

Looks like three of the Upstream power levels are on the high side and you have a few PostRS Errors which shouldn't be there. One for a VM engineer really. VM forum team can help.

Do also set up a BQM as set out above. 

[Zach_R]

Hi @Islands,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm so sorry to hear you're experiencing some issues with your connection recently. So that we can investigate this further, I'm going to send you a private message to obtain a few more details. Please respond to this at your earliest convenience and we can go from there.

Thanks,
 

[Islands]

Hi, 

I've replied to PM. The internet keeps going out throughout the day still. Its just dropped for ten minutes while at work again. Can you send an engineer ASAP?

Many thanks

[Zach_R]

Hi @Islands,

Thanks for getting back to me via private message. As discussed, a technician appointment has now been scheduled and booked to investigate this further.

We're unable to confirm the date/time of the booking publicly, but you can check and manage/reschedule if needed via your My Virgin Media online account.

Let us know how you get on.

Thanks,