broadband connection loss

[fiorinorob]

Hi all over the last three months our broadband connection keeps dropping connection, have been in contact with virgin but connection keeps dropping and is getting worse, have reset hub but still no luck, any advise before I tell virgin where to stick the router, at this rate I will not be renewing my contract.

[Andrew-G · Accepted solution]

Phoning VM's comedy first line support will often ensure disappointment.  Bear with us and we may be able to help.

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

Try and make sure the hub has not been restarted for a good few hours before doing this, because a hub restart will set all error counters to zero, but we do want to see if there are errors.

[fiorinorob]

Hello her are the logs to the router I did reset router last night. 

Downstream bonded channels

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

1	699000000	-5.2	38	256 qam	37
2	539000000	-3.7	38	256 qam	17
3	547000000	-3.4	38	256 qam	18
4	555000000	-3.5	38	256 qam	19
5	563000000	-3.7	38	256 qam	20
6	571000000	-4	38	256 qam	21
7	579000000	-4	38	256 qam	22
8	587000000	-4.2	38	256 qam	23
9	595000000	-4.4	38	256 qam	24
10	603000000	-4.2	38	256 qam	25
11	611000000	-4.2	38	256 qam	26
12	619000000	-4.5	38	256 qam	27
13	627000000	-4.4	38	256 qam	28
14	635000000	-4.4	38	256 qam	29
15	643000000	-4.7	38	256 qam	30
16	651000000	-5	38	256 qam	31
17	659000000	-5.5	38	256 qam	32
18	667000000	-5.4	38	256 qam	33
19	675000000	-5.2	38	256 qam	34
20	683000000	-4.9	38	256 qam	35
21	691000000	-4.7	38	256 qam	36
22	707000000	-5.7	38	256 qam	38
23	715000000	-5.9	38	256 qam	39
24	723000000	-6.2	38	256 qam	40

Downstream bonded channels

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

1	Locked	38.9	176	33
2	Locked	38.9	407	0
3	Locked	38.9	285	0
4	Locked	38.6	322	0
5	Locked	38.9	353	0
6	Locked	38.6	335	0
7	Locked	38.9	249	0
8	Locked	38.9	210	0
9	Locked	38.6	255	0
10	Locked	38.9	218	0
11	Locked	38.6	229	0
12	Locked	38.9	189	0
13	Locked	38.9	167	0
14	Locked	38.9	161	0
15	Locked	38.9	176	0
16	Locked	38.9	200	0
17	Locked	38.9	211	0
18	Locked	38.9	228	0
19	Locked	38.6	226	0
20	Locked	38.6	216	0
21	Locked	38.9	138	0
22	Locked	38.9	205	0
23	Locked	38.9	221	0
24	Locked	38.6	340	0

[fiorinorob]

Upstream bonded channels

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

1	32599607	48	5120	64 qam	5
2	25799974	47.5	5120	64 qam	6
3	39399971	49.5	5120	64 qam	4
4	46199979	49.5	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[fiorinorob]

Network Log

Time Priority Description

08/08/2021 09:44:8	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 09:43:59	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 09:43:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 09:22:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 09:22:34	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 09:21:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 09:21:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 09:20:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 09:20:27	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 09:20:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:46:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:12:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:12:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:11:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:11:1	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:10:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:10:17	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:09:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:09:56	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 22:52:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

At first glance that looks like a simple downstream power problem, and that's usually an easy fix for a field technician.  I'll mark your post for staff to advise, if need be they can book a technician. 

[Hayley_S]

Hello @fiorinorob,

Welcome back to the community page, thank you for posting on here.

I am sorry for the connection loss on your broadband.

I am unable to locate an active media account using your forums details, have you used a different email for your new account? 

Have you tried doing a pinhole reset? If not can you try this for me? 

Many thanks,

[fiorinorob]

Hi Harley 

yes have done pin hole reset to router but only sorts it out for a couple of days.

How do I pass my account details over to you

[Hayley_S]

Hello @fiorinorob.

Thank you for confirming this to me.

Are you using a 3rd party device? Have you checked to make sure all wires are connected and undamaged?

Many thanks,

[fiorinorob]

Using virgin media router all cables look ok and connection feel tight.