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Multiple disconnects over the past month

I haven't really had any issues for a while but for the past 2 months, the internet disconnects often and although it's only off for about 5 minutes before turning back on its happening quite a lot. I couldn't find any issues in my area lately so I'm wondering if there is an issue with the router. 

 

I have posted some info to see if maybe there is any red flags.

error log.JPG2020-08-12-17-50-192.168.0.1.png2020-08-12-17-49-192.168.0.1 (1).png

Thanks a lot

Jack

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Message 2 of 15
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Re: Multiple disconnects over the past month

Your upstream power levels are very high, and the upstream modulation has dropped to 32 QAM, which points to a signal to noise ratio problem for your upstream channels, and would explain the symptoms.  I'll flag this for the forum staff to advise on next steps (probably a technician visit).  If you need to post any further date, it's really a much better idea to post as formatted text, not screenshots.  They often aren't clear (I had to increase my screen size to read them), and there's a risk they'll not be approved if they've got data like your IP address in.  If posted as text, the forum software will strip out any personal data automatically,

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Message 3 of 15
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Re: Multiple disconnects over the past month

Thanks a lot for the help. i appreciate it.
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Re: Multiple disconnects over the past month

Note: These are stats taken about 30min after the last disconnect and after the screenshots i posted but I am still getting at least 1 disconnection per day but some days it's 10+

 

Upsteam:

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

1326000004.9512064 qam3
2258000004.7512064 qam4
3394000005.05512064 qam2
4462000005.1512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Downstream bonded channels

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

1299000000-1.537256 qam21
21390000002.738256 qam1
31470000002.237256 qam2
41550000001.737256 qam3
51630000001.538256 qam4
61710000001.538256 qam5
71790000001.238256 qam6
8187000000138256 qam7
91950000000.538256 qam8
102030000000.238256 qam9
11211000000038256 qam10
12219000000-0.238256 qam11
13227000000-0.537256 qam12
14235000000-0.737256 qam13
15243000000-1.237256 qam14
16251000000-1.236256 qam15
17259000000-1.237256 qam16
18267000000-1.537256 qam17
19275000000-1.737256 qam18
20283000000-1.937256 qam19
21291000000-1.737256 qam20
22307000000-1.538256 qam22
23315000000-1.237256 qam23
24323000000-1.237256 qam24



Downstream bonded channels

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

1Locked37.360
2Locked38.950
3Locked37.6190
4Locked37.650
5Locked38.6170
6Locked38.630
7Locked38.660
8Locked38.650
9Locked38.950
10Locked38.650
11Locked38.650
12Locked38.660
13Locked37.340
14Locked37.650
15Locked37.350
16Locked36.350
17Locked37.350
18Locked37.660
19Locked37.680
20Locked37.340
21Locked37.6110
22Locked38.660
23Locked37.640
24Locked37.360



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Re: Multiple disconnects over the past month

Network Log

Time Priority Description

12/08/2020 16:43:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:43:37Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:35:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:35:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:35:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:35:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:35:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:35:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:41ErrorService Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:33:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 6 of 15
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Re: Multiple disconnects over the past month

Those confirm the problems you describe - the Network log is a dungeon of disconnection-gore, upstream power levels remain high, although temporarily the modulation has clawed its way back to 64 QAM, and the range of downstream power levels look to be close to the "event horizon of misery" for the Hub 3.

The forum staff are great - helpful, UK based, and know a lot about getting problems fixed, but this isn't a live chat service, so even though I've flagged your post, it will (probably) be tomorrow before the forum staff are able to respond.  Stick with it, because this is the most (indeed only) civilised way of getting issues resolved.  VM should be proud of their forum team, although I suspect senior management just look at the costs and moan "why can't we offshore this to Timbuktoo?

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Re: Multiple disconnects over the past month

Hi Pinki104, 

Really sorry for the internet issues you've been having recently, I can appreciate any frustration caused. 

I've had a little look at the back end of things and can see that we're aware of an issue in your area. 

The fault reference number for the fault is F008308669 and it's due to be fixed on the 17/08/20. 

Whilst this fault is on going you might find that the service is intermittent so I do apologise but the team are working hard to get this sorted. 

Please let us know after the 17/08/20 if you're still having any issues 🙂

Emma_C - Forum Team
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Re: Multiple disconnects over the past month

Thanks for the reply Emma, ill wait until after the 17th and see how it goes 🙂
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Re: Multiple disconnects over the past month

Perfect, any other issues in the meantime do let us know 🙂

Emma_C - Forum Team
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Re: Multiple disconnects over the past month

Hi Emma,

After the issue was fixed a couple of weeks ago I had about a week of semi-decent internet where it would only disconnect 1-2 times per day but over the past 3 days it has been disconnecting a lot 20x+ per day and since I'm working from home it's causing me a lot of issues. Are you aware of any more problems in my area? When I checked the service status it says there isn't any. It seems to be the worst on a night time but so far this morniing it has disconnected twice.

kind regards

Jack

 

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