Internet keeps dying

[alyboy]

hello, for the past 3-4 weeks my connection keeps cutting out for hours at a time. It will work perfectly all day, some times for days at a time its fine but then out of no where it just dies and wont come back up for a good few hours or longer.

Had 2 engineers out so far but it hasn't solved anything + theres been multiple area faults over the last 2 weeks that have been "fixed". Not sure what to do at this point. Id like to add that iv been on VM for 10+ years and always had a pretty solid service until this last month. 

Im on the gig1 package with a Hub5. 

3.0 Downstream channels

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

1	362000000	3.1	42	QAM 256	29
2	138000000	3.6	41	QAM 256	1
3	146000000	3.3	41	QAM 256	2
4	154000000	3.2	41	QAM 256	3
5	162000000	3.2	41	QAM 256	4
6	170000000	3.2	42	QAM 256	5
7	178000000	3.2	42	QAM 256	6
8	186000000	3.3	41	QAM 256	7
9	194000000	3.5	41	QAM 256	8
10	202000000	3.5	42	QAM 256	9
11	210000000	3.7	42	QAM 256	10
12	218000000	3.6	42	QAM 256	11
13	226000000	3.4	42	QAM 256	12
14	234000000	3.4	42	QAM 256	13
15	242000000	3.4	42	QAM 256	14
16	250000000	3.3	42	QAM 256	15
17	258000000	3.4	42	QAM 256	16
18	266000000	3.6	42	QAM 256	17
19	274000000	3.5	42	QAM 256	18
20	282000000	3.5	42	QAM 256	19
21	290000000	3.6	42	QAM 256	20
22	298000000	3.4	42	QAM 256	21
23	306000000	3.3	42	QAM 256	22
24	314000000	3.2	42	QAM 256	23
25	322000000	3.1	42	QAM 256	24
26	330000000	3	42	QAM 256	25
27	338000000	3	42	QAM 256	26
28	346000000	3	42	QAM 256	27
29	354000000	3	42	QAM 256	28
30	370000000	3	42	QAM 256	30
31	378000000	3	42	QAM 256	31

3.0 Downstream channels

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

1	Locked	42	0	0
2	Locked	41	2	0
3	Locked	41	1	0
4	Locked	41	0	0
5	Locked	41	0	0
6	Locked	42	1	0
7	Locked	42	1	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	1	0
15	Locked	42	1	0
16	Locked	42	0	0
17	Locked	42	1	0
18	Locked	42	1	0
19	Locked	42	1	0
20	Locked	42	1	0
21	Locked	42	1	0
22	Locked	42	2	0
23	Locked	42	1	0
24	Locked	42	0	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	42	0	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	42	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

43

2.9

2234280

0

3.0 Upstream channels

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

0	49600000	48	5120	QAM 64	1
1	43100000	47.8	5120	QAM 64	2
2	36600000	47.5	5120	QAM 64	3
3	30100000	46.8	5120	QAM 64	4
4	23600000	46.3	5120	QAM 64	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	2	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.4

43.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

208

74000000

0

0

Network Log

Time Priority Description

30-11-2024 14:53:20	notice	GUI Login Status - Login Success from LAN interface
30-11-2024 14:36:28	notice	GUI Login Status - Login Success from LAN interface
30-11-2024 14:30:38	notice	GUI Login Status - Login Success from LAN interface
30-11-2024 14:08:33	notice	GUI Login Status - Login Success from LAN interface
30-11-2024 14:08:18	notice	GUI Login Status - Login Success from LAN interface
30-11-2024 14:07:39	notice	GUI Login Status - Login Success from LAN interface
30-11-2024 14:07:12	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 14:06:36	notice	REGISTRATION COMPLETE - Waiting for Operational status
30-11-2024 14:06:31	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 14:06:29	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 14:06:29	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 14:06:29	warning	Dynamic Range Window violation
30-11-2024 14:06:24	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 14:06:23	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 14:06:16	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 14:06:14	notice	Honoring MDD; IP provisioning mode = IPv4
30-11-2024 14:06:06	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 14:06:01	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 14:06:01	critical	Cable Modem Reboot because of - pin-reset

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5b7e0f557a2c5d36f7dfbe561d9478cdd5... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d6fb2360c9b176e437353c4a4a22d69ad6... 

[alyboy]

Network Log

Time Priority Description

30-11-2024 18:29:04	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:28:44	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:26:14	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:23:06	notice	REGISTRATION COMPLETE - Waiting for Operational status
30-11-2024 18:23:01	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:22:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:22:50	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:22:50	warning	Dynamic Range Window violation
30-11-2024 18:22:43	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:22:42	notice	GUI Login Status - Login Success from LAN interface
30-11-2024 18:22:42	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:22:36	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:22:34	notice	Honoring MDD; IP provisioning mode = IPv4
30-11-2024 18:22:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:22:21	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=3.1;
30-11-2024 18:21:33	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:21:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:21:19	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=3.1;
30-11-2024 18:20:30	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:20:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:20:15	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=3.1;
30-11-2024 18:19:27	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:19:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:19:12	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=3.1;
30-11-2024 18:18:24	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:18:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:18:13	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=3.1;
30-11-2024 18:17:09	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:16:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:16:34	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=3.1;
30-11-2024 18:15:46	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:15:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-11-2024 18:15:35	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=3.1;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5b7e0f557a2c5d36f7dfbe561d9478cdd5... 

went down again 

[Beth_G]

Hi alyboy

Thanks for your post, I'm sorry to hear you've been having a few issues with your broadband. I've had a look on this side and I can see you've had a number of disconnections, so I'll be happy to help arrange a home engineer visit for you to look into what's happened.

I've sent you a private message so I can take your details.

[alyboy]

Connection was fine for almost 3 days but it’s gone to **bleep** again, iv replied to your PM. Not sure an engineer will even be able to do anything at this point as I think it’s the area. Other people in the street are also having issues 

[Beth_G]

Hi @alyboy 

Thanks for getting back to me with your details via PM.

I've gone ahead and booked in an engineer appointment for you.

There’ll be no charge for this visit unless:

*The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.

*You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

Otherwise, the appointment would be free of charge.

The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.

If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through the My Virgin Media App up to 4pm the day before the appointment.
Let us know how the visit goes and if you need anything else 😊