Regular drop-outs and router reboots

[SAkers1975]

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

[jbrennand]

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.

[SAkers1975]

No issues reported in my area @jbrennand

[Travis_M]

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

[SAkers1975]

3.0 Downstream channels

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

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

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

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

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

35

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

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

35

Locked

42

0.8

1252644886

88218

[SAkers1975]

3.0 Upstream channels

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

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

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

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

11

10.4

45.2

2K

QAM 256

3.1 Upstream channels

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

11

OFDMA

208

74000000

36

0

[SAkers1975]

Network Log

Time Priority Description

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;

[SAkers1975]

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

[Odin5]

Which part of the country are you in, I have just started having the same issues 

[Kath_F]

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,