on 17-10-2023 11:16
Hi,
We got VM 1Gig installed around August time, and recently we have been getting regular drop outs in service.
3 to 4 times a day, where the router reboots, all devices connected lose internet access, wired or wireless.
Can this be looked into please, pointless calling as the chance of getting through in a decent amount of time.
Router has been rebooted and reset, but issue persists
Regards
Stephen
on 17-10-2023 13:28
See this first...
First thing is to check for any “known network faults in your location - Look in 2 places
1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)
2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.
on 18-10-2023 12:24
No issues reported in my area @jbrennand
on 20-10-2023 13:32
Hi @SAkers1975
Thanks for posting on our community forum and so sorry to hear about the issue with your broadband.
How has your connection been since your last post? Are you still noticing the broadband drop outs / reboots?
Regards
on 03-11-2023 11:04
3.0 Downstream channels
1 | 139000000 | 5.9 | 42 | QAM 256 | 1 |
2 | 147000000 | 6.1 | 42 | QAM 256 | 2 |
3 | 155000000 | 6.1 | 42 | QAM 256 | 3 |
4 | 163000000 | 5.8 | 42 | QAM 256 | 4 |
5 | 171000000 | 5.8 | 42 | QAM 256 | 5 |
6 | 179000000 | 5.9 | 42 | QAM 256 | 6 |
7 | 187000000 | 6 | 42 | QAM 256 | 7 |
8 | 195000000 | 6.3 | 42 | QAM 256 | 8 |
9 | 203000000 | 6.1 | 42 | QAM 256 | 9 |
10 | 211000000 | 6.3 | 42 | QAM 256 | 10 |
11 | 219000000 | 6.1 | 42 | QAM 256 | 11 |
12 | 227000000 | 6 | 42 | QAM 256 | 12 |
13 | 235000000 | 5.9 | 42 | QAM 256 | 13 |
14 | 243000000 | 5.6 | 42 | QAM 256 | 14 |
15 | 251000000 | 5.5 | 42 | QAM 256 | 15 |
16 | 259000000 | 5.6 | 42 | QAM 256 | 16 |
17 | 267000000 | 5.8 | 43 | QAM 256 | 17 |
18 | 275000000 | 6 | 43 | QAM 256 | 18 |
19 | 283000000 | 6.1 | 42 | QAM 256 | 19 |
20 | 291000000 | 6.5 | 43 | QAM 256 | 20 |
21 | 299000000 | 6.3 | 43 | QAM 256 | 21 |
22 | 307000000 | 6.4 | 43 | QAM 256 | 22 |
23 | 315000000 | 6.1 | 42 | QAM 256 | 23 |
24 | 323000000 | 6 | 42 | QAM 256 | 24 |
25 | 331000000 | 5.9 | 42 | QAM 256 | 25 |
26 | 339000000 | 5.7 | 41 | QAM 256 | 26 |
27 | 347000000 | 5.7 | 42 | QAM 256 | 27 |
28 | 355000000 | 5.4 | 42 | QAM 256 | 28 |
29 | 363000000 | 5.5 | 42 | QAM 256 | 29 |
30 | 371000000 | 5.4 | 42 | QAM 256 | 30 |
31 | 379000000 | 5.4 | 42 | QAM 256 | 31 |
3.0 Downstream channels
1 | Locked | 42 | 51 | 191 |
2 | Locked | 42 | 17 | 0 |
3 | Locked | 42 | 55 | 120 |
4 | Locked | 42 | 69 | 130 |
5 | Locked | 42 | 60 | 140 |
6 | Locked | 42 | 35 | 125 |
7 | Locked | 42 | 65 | 70 |
8 | Locked | 42 | 54 | 46 |
9 | Locked | 42 | 47 | 42 |
10 | Locked | 42 | 47 | 32 |
11 | Locked | 42 | 14 | 0 |
12 | Locked | 42 | 41 | 49 |
13 | Locked | 42 | 51 | 0 |
14 | Locked | 42 | 34 | 51 |
15 | Locked | 42 | 25 | 0 |
16 | Locked | 42 | 43 | 0 |
17 | Locked | 43 | 26 | 0 |
18 | Locked | 43 | 34 | 0 |
19 | Locked | 42 | 38 | 0 |
20 | Locked | 43 | 15 | 0 |
21 | Locked | 43 | 19 | 0 |
22 | Locked | 43 | 13 | 0 |
23 | Locked | 42 | 28 | 0 |
24 | Locked | 42 | 27 | 0 |
25 | Locked | 42 | 34 | 0 |
26 | Locked | 41 | 60 | 0 |
27 | Locked | 42 | 33 | 0 |
28 | Locked | 42 | 153 | 0 |
29 | Locked | 42 | 76 | 0 |
30 | Locked | 42 | 125 | 0 |
31 | Locked | 42 | 51 | 0 |
3.1 Downstream channels
35 | 94 | 4K | 1840 | QAM 4096 | 1108 |
3.1 Downstream channels
35 | Locked | 42 | 0.8 | 1252644886 | 88218 |
on 03-11-2023 11:04
3.0 Upstream channels
0 | 49600000 | 49.3 | 5120 | QAM 64 | 1 |
1 | 43100000 | 49.8 | 5120 | QAM 64 | 2 |
2 | 36600000 | 49.5 | 5120 | QAM 64 | 3 |
3 | 30100000 | 49.8 | 5120 | QAM 64 | 7 |
4 | 23600000 | 50 | 5120 | QAM 64 | 8 |
3.0 Upstream channels
0 | ATDMA | 0 | 4 | 52 | 0 |
1 | ATDMA | 0 | 4 | 38 | 0 |
2 | ATDMA | 0 | 4 | 29 | 1 |
3 | ATDMA | 0 | 4 | 47 | 0 |
4 | ATDMA | 0 | 4 | 38 | 0 |
3.1 Upstream channels
11 | 10.4 | 45.2 | 2K | QAM 256 |
3.1 Upstream channels
11 | OFDMA | 208 | 74000000 | 36 | 0 |
on 03-11-2023 11:05
Network Log
03-11-2023 10:56:55 | critical | 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:56:55 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:55:18 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:54:15 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:50:41 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:37:36 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:37:06 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:32:03 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:30:17 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:25:14 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:25:03 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:20:00 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:19:54 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:14:51 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:14:36 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:09:33 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:07:51 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 10:02:48 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:54:54 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:49:51 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:48:16 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:43:13 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:42:57 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:37:54 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:19:32 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:14:29 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:12:12 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:07:09 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:06:39 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 09:01:36 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 08:31:59 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-11-2023 08:26:56 | notice | US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 03-11-2023 11:06
Have posted logs below. Has been a wee bit patchy of late. Where wi-fi on all devices just stops then comes back after around a minute. That's on all devices
on 03-11-2023 13:04
Which part of the country are you in, I have just started having the same issues
on 05-11-2023 15:27
Hi SAkers1975,
Thanks for coming back to us in the Community with an update.
Taking a look at things here, I can see the area is clear. The power and signal levels are looking good too.
There are a few Post RS errors but the have has also been online for quite a while. Can you please turn the hub off at the mains for 5 minutes and then back on. This will reset things, refresh the data and allow any software to be updated too.
Let us know how things are once the hub has had time to settle back on the network.
Thanks,