WIFI / internet dropping constantly

[mckennal05]

As per title, WIFI / internet keeps dropping out , sometimes every 2 or 3 mins. Done the typical on/off power cycle, different devices, but nothing seems to improve

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
451000000
Locked
Ranged Upstream Channel (Hz)
46200012
Locked
Provisioning State
Online

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
a69834ncxv9873254k;fg87ds

Primary Downstream Service Flow
SFID 862
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 861
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log
Time Priority Description
11/08/2022 21:35:21 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:35:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:30:27 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:30:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:29:28 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:29:28 critical DCC aborted no UCD for new upstream channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:29:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:28:42 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:28:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:28:5 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:27:57 Error Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:27:54 Error DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:27:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:27:1 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:27:0 Error DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:26:55 Error Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:26:30 critical REG RSP bad SID 47543;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:26:3 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:25:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 21:25:7 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53699952 54.5 5120 64 qam 10

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 451000000 -10 31 256 qam 40
2 267000000 -6.2 33 256 qam 17
3 275000000 -8.9 26 256 qam 0
4 283000000 -8.2 25 256 qam 0
5 291000000 -6.2 33 256 qam 20
6 299000000 -10.5 30 256 qam 21
7 307000000 -11 27 256 qam 22
8 315000000 -4.7 30 256 qam 23
9 323000000 -3.9 33 256 qam 24
10 331000000 -8.5 29 256 qam 25
11 339000000 -8.7 28 256 qam 26
12 347000000 -4.7 31 256 qam 27
13 355000000 -3.9 32 256 qam 28
14 363000000 -8.7 27 256 qam 29
15 371000000 -9 26 256 qam 0
16 379000000 -5.7 30 256 qam 31
17 387000000 -4.7 34 256 qam 32
18 403000000 -7.4 35 256 qam 34
19 411000000 -6 37 256 qam 35
20 419000000 -7.2 35 256 qam 36
21 427000000 -7.2 33 256 qam 37
22 435000000 -5.7 33 256 qam 38
23 443000000 -6.5 34 256 qam 39

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 31.6 2826169 0
2 Locked 33 1988737 3
3 Locked 26.3 331 12053611
4 Locked 25.9 331 12050675
5 Locked 33.8 1390417 260
6 Locked 30.5 7340359 13
7 Locked 27.5 66792 11988635
8 Locked 30.1 11549312 811
9 Locked 33.8 172882 0
10 Locked 29.5 11925541 43493
11 Locked 28 1696018 10360992
12 Locked 31.1 6361671 1
13 Locked 32.9 718587 0
14 Locked 27.9 1923542 10135210
15 Locked 26.5 315 12059251
16 Locked 30.3 6751771 598
17 Locked 34.9 8447 0
18 Locked 35.7 1997 0
19 Locked 37.3 59 0
20 Locked 35.7 458 0
21 Locked 33.4 105900 0
22 Locked 33.4 64179 0
23 Locked 34.4 9059 0

[jem101 · Accepted solution]

You have a bad cable connection or damaged cable somewhere between the hub and the street cabinet. Check all of the joints you can get to (including the ones outside in the box on the wall) and make sure they are nice and (finger) tight with no obvious signs of damage.

Failing that you will need a technician visit to find the fault.

[Kath_F]

Hi mckennal05, 

Thanks for your post and welcome to the forums. It's great having you on board with us. 

We're sorry to hear you are having an issue with your connection being intermittent. Taking a look at things this end, I can see the downstream power levels are too low. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi mckennal05, 

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.