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GF21
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Message 1 of 10
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Keep disconecting every 10 minutes!

Hello Virgin Media Forum. I am a new Customer of Virgin. Today is my 1st day. I received my self-install pack. After around 5 hours and multiple resets HUB, 3.0 starts working but only for 10 minutes. I am getting Disconnects every 5 to 10 minutes and I need to "Hard Reset" my HUb in order to work again. I also switched it off and on but is not working. Only Reset seems to work.

Here is my Network Log.

Time Priority Description

05/03/2021 19:10:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:05:14criticalReceived 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;
05/03/2021 19:01:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:01:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:00:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2021 19:00:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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GF21
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Message 2 of 10
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Re: Keep disconecting every 10 minutes!

 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000000.538256 qam1
21470000000.538256 qam2
31550000000.238256 qam3
4163000000038256 qam4
5171000000-0.238256 qam5
6179000000-0.238256 qam6
7187000000-0.438256 qam7
8195000000-0.538256 qam8
9203000000-0.938256 qam9
10211000000-0.738256 qam10
11219000000-1.238256 qam11
12227000000-1.537256 qam12
13235000000-1.738256 qam13
14243000000-1.438256 qam14
15251000000-1.438256 qam15
16259000000-1.538256 qam16
17267000000-1.938256 qam17
18275000000-1.938256 qam18
19283000000-238256 qam19
20291000000-2.538256 qam20
21299000000-2.438256 qam21
22307000000-2.538256 qam22
23315000000-2.238256 qam23
24323000000-2.738256 qam24


Downstream bonded channels channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.600
2Locked38.960
3Locked38.650
4Locked38.950
5Locked38.600
6Locked38.950
7Locked38.650
8Locked38.950
9Locked38.910
10Locked38.900
11Locked38.650
12Locked37.640
13Locked38.910
14Locked38.950
15Locked38.950
16Locked38.650
17Locked38.600
18Locked38.970
19Locked38.940
20Locked38.960
21Locked38.680
22Locked38.660
23Locked38.600
24Locked38.600
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GF21
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Message 3 of 10
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Re: Keep disconecting every 10 minutes!

 
Upstream bonded channels channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000051512064 qam5
24620000051512064 qam3
33940000051512064 qam4
42580000051512064 qam6


Upstream bonded channels channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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-tony-
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Message 4 of 10
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Re: Keep disconecting every 10 minutes!

downstream is good as posted but can you post the second page before you reset as doing that resets the errors 

upstream is as high as it want to be if that rises it could be the problem - see if you can watch it by refreshing until it disconnects

____________________

Tony
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GF21
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Message 5 of 10
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Re: Keep disconecting every 10 minutes!

Not a single dropout so far since my post. I will update the post if I got any Dropout or Disconect!

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GF21
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Message 6 of 10
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Re: Keep disconecting every 10 minutes!

This is from the time that I had my first Disconnect. As you can see it takes 20 minutes to reconect. And it's repeatable every 10 minutes. So I have internet for 10 minutes then I am Disconnected for 20 minutes and so on!

06/03/2021 16:32:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2021 16:25:47criticalReceived 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;
06/03/2021 16:24:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2021 16:23:55criticalReceived 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;
06/03/2021 16:23:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2021 16:22:33criticalReceived 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;
06/03/2021 16:20:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2021 16:19:54criticalReceived 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;
06/03/2021 16:19:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2021 16:17:49criticalReceived 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;
06/03/2021 16:13:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2021 16:12:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2021 16:12:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2021 16:12:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2021 16:12:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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GF21
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Message 7 of 10
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Re: Keep disconecting every 10 minutes!

Update. Still no internet connection. I can't even connect to the hub. Via 192.168.0.1. Lights are flashing green whit and red on the hub. It's like a disco ball.

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David_Bn
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Message 8 of 10
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Re: Keep disconecting every 10 minutes!

Good Afternoon GF21,

 

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

 

Sorry to see you've been struggling with the connection to the services, how are things looking today?

 

I can't seen any issues in the local area, and all stats are currently within spec. 

 

Are you able connect to the broadband services via a wired connection?

 

Kindest regards,

 

David_Bn

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GF21
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Message 9 of 10
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Re: Keep disconecting every 10 minutes!

Yes. Everything works fine. A Techinician came to my house and fixed the problem.
Thanks!

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David_Bn
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Message 10 of 10
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Re: Keep disconecting every 10 minutes!

Thanks for confirming GF21,

 

If you need anything else, do feel free to come back to us

 

Kindest regards,

 

David_Bn

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