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Router Keeps Dropping, Intermittent Internet Connection.

Got this going on for the last three month or so which are extremely annoying and frequent. Tried all the troubleshooting I could find here, as well as from 3rd party sources, but no dice, it comes back and goes away randomly. 

I have tried all the tips and checks and there is no service issue in my area. I have tried to make contact via email but receive an error message in response.

When the router reboots obviously the phone service drops too.

The frequency of this issue renders the service almost unusable. 

Here are some logs 

Network Log

Time Priority Description

13/11/2020 22:08:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 16:33:33noticeSW download Successful - Via Config file
13/11/2020 16:30:56noticeSW Download INIT - Via Config file
12/11/2020 16:39:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 15:33:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 15:29:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 15:29:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 15:29:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 15:22:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:39criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:39criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:38criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:54ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:50ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:56Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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

14027500001.240256 qam30
22027500003.940256 qam9
32107500003.740256 qam10
4218750000440256 qam11
5226750000440256 qam12
62347500003.740256 qam13
72427500003.240256 qam14
82507500003.240256 qam15
92587500002.940256 qam16
102667500002.740256 qam17
112747500002.940256 qam18
12282750000340256 qam19
132907500002.940256 qam20
142987500002.740256 qam21
153067500002.240256 qam22
163147500002.240256 qam23
173227500002.540256 qam24
183307500002.540256 qam25
193707500002.240256 qam26
203787500001.940256 qam27
21386750000240256 qam28
223947500001.740256 qam29
234107500001.240256 qam31
244187500000.740256 qam32



Downstream bonded channels

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

1Locked40.300
2Locked40.340
3Locked40.950
4Locked40.350
5Locked40.360
6Locked40.900
7Locked40.300
8Locked40.960
9Locked40.900
10Locked40.900
11Locked40.950
12Locked40.950
13Locked40.3130
14Locked40.960
15Locked40.9140
16Locked40.900
17Locked40.960
18Locked40.960
19Locked40.900
20Locked40.300
21Locked40.960
22Locked40.350
23Locked40.340
24Locked40.300

 

Upstream bonded channels

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

14619996940512064 qam3
23939998340512064 qam4
35370002641.5512064 qam2
46030000040512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 2 of 12
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Re: Router Keeps Dropping, Intermittent Internet Connection.

I'm having the same problems by the look of things. Run a BQM like the one in my signature and they may be able to assist you better on here. If like me you've been trying to get through to customer services and are having no luck, this might be the best place to wait around for a fix. I can't help but feel we're seeing network issues that are not being reported.

Your power levels are looking high so I suspect you may need an engineer visit if other posts are anything to go by.

My Broadband Ping - 24hr monitor
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Re: Router Keeps Dropping, Intermittent Internet Connection.

Thanks for replying 

I am really having a difficult time getting through to someone at Virgin, and when I do, I have even more difficult time getting them to understand what the issue is for they are reading from a script they don't understand a word from what I say. 

Recently a technician came over and casually said to me that he secured some few "loose connections" and that is that. 

Not sure where to go from here! This is really not good at all. 

I am not really familiar with the BQM but I will have a look at it. Thanks 

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Message 4 of 12
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Re: Router Keeps Dropping, Intermittent Internet Connection.

What’s dropping? Wired or wireless connections? 


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If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Message 5 of 12
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Re: Router Keeps Dropping, Intermittent Internet Connection.

Now is a good time to call if you still need too. It took me around 15 minutes to get answered.

My Broadband Ping - 24hr monitor
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Re: Router Keeps Dropping, Intermittent Internet Connection.

Everything drops including the phone 

I have taken this today

BQM.PNG

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Re: Router Keeps Dropping, Intermittent Internet Connection.

I called 

almost 50 minutes waiting and then the call suddenly dropped 

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Re: Router Keeps Dropping, Intermittent Internet Connection.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Router Keeps Dropping, Intermittent Internet Connection.

It is nothing to do with local issues 

This has been going on for few months. At least three. 

Service status indicates that there is no problem 

 

The drops happen randomly at different times of the day. Very unpredictable 

 BQM.PNG

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Re: Router Keeps Dropping, Intermittent Internet Connection.

BQM.PNG

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