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Internet keeps disconnecting at random times for several hours

towbeh
Joining in

I keep losing internet at completely random times throughout the last few weeks. I'm attaching data for help.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/46268e8a5104dfb434fd829c8e759d9fbe... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9ebce4877d06890af6b29ff9f8c44c673b... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2264a804145aba952edea1d1ce8e321ab9... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a0cbe07407e43b81a2f7eeee45b09fd95b... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e9b1e77e50c767f7bf907112d6d3865310... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5842dafdeea9af14fe09051af6c7ca25e3... 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
138750000
Locked
Ranged Upstream Channel (Hz)
53700130
Locked
Provisioning State
Online
 

Downstream bonded channels

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

11387500002.236256 qam1
21467500001.536256 qam2
31547500001.534256 qam3
41707500001.735256 qam5
51787500001.934256 qam6
61867500001.735256 qam7
71947500001.537256 qam8
82027500001.437256 qam9
9210750000137256 qam10
102187500000.737256 qam11
112267500000.537256 qam12
12234750000037256 qam13
13242750000-0.437256 qam14
142507500000.237256 qam15
152587500000.737256 qam16
162667500000.537256 qam17
172747500000.537256 qam18
18282750000137256 qam19
19290750000137256 qam20
202987500001.237256 qam21
213067500001.537256 qam22
223147500001.937256 qam23
23322750000237256 qam24



Downstream bonded channels

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

1Locked36.82881798014679315
2Locked36.6157055423614049
3Locked34.7264335039429064
4Locked35.470491861426534
5Locked34.9207113889495483
6Locked35.9146053424507977
7Locked37.61360293255784
8Locked37.6908144188475
9Locked37.6638266117530
10Locked37.3686134109328
11Locked37.31479530195876
12Locked37.31671830205459
13Locked37.3677814131181
14Locked37.342763085298
15Locked37.356723089961
16Locked37.61626587206294
17Locked37.31035118151033
18Locked37.648022099734
19Locked37.639665855361
20Locked37.668791063355
21Locked37.640768453525
22Locked37.623690557813
23Locked37.6261596

50787

Upstream bonded channels

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

15370013051512064 qam2
24620000049.8512032 qam3
33940000050512064 qam4
46030012251512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00230
2ATDMA00180
3ATDMA00200
4ATDMA00360

 

Network Log

Time Priority Description

27/06/2022 18:41:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 18:41:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 18:40:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 18:39:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 18:39:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 18:34:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 18:34:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11 REPLIES 11

Straight6Petrol
Dialled in

With those pre and post RS errors it looks like you have a connection issue to the hub from the cabinet. Are all your connections clean and finger tight from where the cable enters the property to the hub?

Is so I think it's a case of waiting for VM staff to help out.

We just checked, and the cables seem fully connected and clean, last time this happened we made sure they were clear, and it did nothing, just after a few weeks it managed to fix itself, but since it keeps coming back I've decided to post on here seeing if anyone's got any idea.

No worries, worth checking the easy stuff first. I would suggest trying to get an engineer out. If you phone in you can arrange or sit tight here until forum staff come along. 

Hi @towbeh,

Welcome back to our forums and sorry to hear you are having intermittent services.

We can understand this is not ideal and we want to best help. I have been able to access your service on our systems and there does appear to e an issue with your downstream power levels. In this case, I will send you a private message so we can book a technician visit to resolve this. Please look out for the purple envelope and provide a response when you can.

Thanks,

Akua_A
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


No problem at all @towbeh.

Please let us know how the appointment goes.

You can also find out more about our compensation scheme here https://virg.in/autocomp

Thanks,

Akua_A
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


It's started happening again after the technician visit.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2abfabebab4068bbf69d268d166e20f832f6c446-07-07-2022

Network Log

Time Priority Description

07/07/2022 13:02:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 13:02:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 13:01:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 13:01:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:59:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:59:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:57:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:57:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:56:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:56:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:56:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:55:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:55:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:55:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:55:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:55:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:54:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:53:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:51:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 12:51:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

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

15370000551512064 qam2
24620000049.3512032 qam3
33940000051512064 qam4
46030024951512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA00450
3ATDMA0000
4ATDMA0010

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm



Primary Downstream Service Flow

SFID163128
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID163127
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

 

 

Downstream bonded channels

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

11387500003.437256 qam1
21467500002.537256 qam2
31547500002.937256 qam3
4162750000337256 qam4
5170750000337256 qam5
61787500003.237256 qam6
71867500003.237256 qam7
8194750000337256 qam8
9202750000337256 qam9
102107500002.537256 qam10
112187500002.537256 qam11
122267500002.537256 qam12
132347500002.237256 qam13
14242750000237256 qam14
152507500002.537256 qam15
162587500002.737256 qam16
172667500002.437256 qam17
182747500002.537256 qam18
19282750000337256 qam19
20290750000337256 qam20
212987500003.237256 qam21
223067500003.737256 qam22
233147500003.737256 qam23
243227500003.737256 qam24



Downstream bonded channels

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

1Locked37.31247067775573
2Locked37.31142780825622
3Locked37.310570141882604
4Locked37.611146632112388
5Locked37.31061711942030
6Locked37.312926671192930
7Locked37.612602991041320
8Locked37.31288965620679
9Locked37.31315990469950
10Locked37.31291682389120
11Locked37.31233319489943
12Locked37.31205210490580
13Locked37.31236121509454
14Locked37.31248866499247
15Locked37.31236765480545
16Locked37.61202287429020
17Locked37.31105285622391
18Locked37.61153159593800
19Locked37.61181840279478
20Locked37.31240247119658
21Locked37.31304289244061
22Locked37.31270106175616
23Locked37.390024812206
24Locked37.68668026204

Hi towbeh, sorry to hear you're still experiencing issues with your service after the tech visit. 

Checking our systems I have identified a short-term connectivity issue which may cause intermittent or performance related issues with the your connection.

There aren't any other issues that would impact the connection and we believe it will only be a short-term issue and their connection will return to normal soon. Our network can sometimes be susceptible to the occasional blip. These can be caused be network fixes happening in the area or new customers being installed.

Please let us know if you are still experiencing the same issues after monitoring. 

Here to help 🙂
Virgin Media Forums Agent
Carley

https://www.thinkbroadband.com/broadband/monitoring/quality/share/17e334778bc5d81b3866d6da018b7ed1f4... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/17e334778bc5d81b3866d6da018b7ed1f4... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ed7f00235992c208974b738222773cefe3... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f8c193dc3d164fc559d4e0fc727f21f54d... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c43a7a1ba9063f7ad6eb2dbcc536434d5d... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ca0b0abd25d87f308ea4c8ecf5a1dbde9... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/68ace1e34babd92a81340d9850f3b9d4f3... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/af7322d30ba32593c619391a89546dd384... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eda1ed89add91bfc06ba8f92060a5f7eba... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0800f385639c1a4b9f35c002dfff002e63... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5f6cf23cd96c028d414b0d113ef7c4b7ba... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b49adb6d73894985c71586bba7e96d4622... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a7f29ed2dee3ab1b04da18e08a96e2aa5a... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/944c026f99d9f455e53e428775083667b6... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c133041549d1e7565d48ba2a03f39480c... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/de2e2b1d67854eef51b369fe6547379db1... 

Per your request, I've been monitoring it for 2 weeks, it's still going down for large periods of time almost every day. I've attached links to the last 2 weeks and the current network logs and more in next posts.

Network Log

Time Priority Description

24/07/2022 00:24:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:22:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:22:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:20:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:20:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:18:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:17:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:17:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:17:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:17:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:14:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:13:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:13:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:13:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:12:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:12:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:12:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:12:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:11:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 00:10:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;