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Regular drop-outs and router reboots

SAkers1975
On our wavelength

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

15 REPLIES 15

jbrennand
Very Insightful Person
Very Insightful Person

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.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

No issues reported in my area @jbrennand

Travis_M
Forum Team (Retired)
Forum Team (Retired)

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

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000005.942QAM 2561
21470000006.142QAM 2562
31550000006.142QAM 2563
41630000005.842QAM 2564
51710000005.842QAM 2565
61790000005.942QAM 2566
7187000000642QAM 2567
81950000006.342QAM 2568
92030000006.142QAM 2569
102110000006.342QAM 25610
112190000006.142QAM 25611
12227000000642QAM 25612
132350000005.942QAM 25613
142430000005.642QAM 25614
152510000005.542QAM 25615
162590000005.642QAM 25616
172670000005.843QAM 25617
18275000000643QAM 25618
192830000006.142QAM 25619
202910000006.543QAM 25620
212990000006.343QAM 25621
223070000006.443QAM 25622
233150000006.142QAM 25623
24323000000642QAM 25624
253310000005.942QAM 25625
263390000005.741QAM 25626
273470000005.742QAM 25627
283550000005.442QAM 25628
293630000005.542QAM 25629
303710000005.442QAM 25630
313790000005.442QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4251191
2Locked42170
3Locked4255120
4Locked4269130
5Locked4260140
6Locked4235125
7Locked426570
8Locked425446
9Locked424742
10Locked424732
11Locked42140
12Locked424149
13Locked42510
14Locked423451
15Locked42250
16Locked42430
17Locked43260
18Locked43340
19Locked42380
20Locked43150
21Locked43190
22Locked43130
23Locked42280
24Locked42270
25Locked42340
26Locked41600
27Locked42330
28Locked421530
29Locked42760
30Locked421250
31Locked42510

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
35944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
35Locked420.8125264488688218

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000049.35120QAM 641
14310000049.85120QAM 642
23660000049.55120QAM 643
33010000049.85120QAM 647
423600000505120QAM 648

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA04520
1ATDMA04380
2ATDMA04291
3ATDMA04470
4ATDMA04380

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
1110.445.22KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
11OFDMA20874000000360
 
 

Network Log

Time Priority Description
03-11-2023 10:56:55critical16 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 10:56:55criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 10:55:18criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 10:54:15noticeUS 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 10:50:41noticeUS 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 10:37:36noticeUS 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 10:37:06noticeUS 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 10:32:03noticeUS 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 10:30:17noticeUS 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 10:25:14noticeUS 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 10:25:03noticeUS 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 10:20:00noticeUS 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 10:19:54noticeUS 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 10:14:51noticeUS 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 10:14:36noticeUS 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 10:09:33noticeUS 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 10:07:51noticeUS 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 10:02:48noticeUS 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 09:54:54noticeUS 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 09:49:51noticeUS 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 09:48:16noticeUS 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 09:43:13noticeUS 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 09:42:57noticeUS 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 09:37:54noticeUS 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 09:19:32noticeUS 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 09:14:29noticeUS 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 09:12:12noticeUS 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 09:07:09noticeUS 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 09:06:39noticeUS 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 09:01:36noticeUS 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 08:31:59noticeUS 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 08:26:56noticeUS 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;
 

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

 

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

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, 

Kath_P
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs