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Michellefrombri
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internet keeps dropping out

Hi, My internet (package M200) which I had from oct 2020 was working fine with the same sort of usage that we are using now, has been dropping out since the 21st july with no reason.

Called Virgin who sent an engineer on 24th who checked the line and replaced the modem (apparently with a  refurbished one). Still had problems so called again 25th July, we were told that they would try to send some settings and would escalate the fault. Still having the same issue but problem getting worse so called again on the 28th July.

We were then told because the fault had been escalated, that they could not do anything until 6 days after this date so call back then. Called on the 31st July and was told that there was no escalation recorded on the account, which obviously infuriated us considering that we have had intermittent internet for over a week already by then, also at this time we raised a complaint due to the fact that the problem wasn't sorted and the bad customer service that we had received. We we told that we would receive a call to my partners telephone from someone in complaints within 72 hours and we would see an engineer on the 4th August.

I then received a call on my phone 3rd August from 0345 454 1111 which I couldn't answer (instead of my partners phone as they should have) I then called 150 and explained what had happened, they then preceded to tell me that they could give me more internet speed at a cheaper cost. I explained that I was in work and couldn't talk about this and considering that I have a complaint due to the internet not actually working why would I want a product that didn't work.

They yet again sent another engineer who came on the 4th August who checked the line, changed the splitter, went outside cleaned the port and aligned the pins inside the port. Around 2 hours after he left we were still getting the same problem. So yet again another call was made on the 4th and we were told by two separate people that we were heavy internet users and needed to upgrade to M350 and have a Virgin pod. 

We have been on M200 since Oct 2020 with around 500gb of usage per month and this was absolutely fine until the 21st July, so why now are we heavy users and shouldn't we have been having this issue long ago?

On the call made on 4th August after an hour and two operatives spoken to we were told that the heavy usage that we were using was the problem and the operative wanted to send us an intelligent pod to try to see if this worked. I was told that I would get a credit for 3 months for this to see if this fixes the problem (wasn't expecting it to as it's not wifi that we are losing and I have never had any blackspots in my home). We put this in for 24 hours to bed in but still getting the same problem.

Oh I also found out that during the conversation about trying to see if the intelligent pod would work not once was new contract mentioned, when I went to look to see how long ago I started my M200 contract this was when I noticed that apparently I had started a new contract (which I will be looking into)

7th August I tried to get modem mode to work but had a problem (hence the longer red block on my monitor picture) but today we have managed to use modem mode on the router and still getting the same problem.

I have been monitoring the problem since the 1st August as I found the monitor and I really hope someone can please help me. 1st, 2nd and 3rd Aug1st, 2nd and 3rd Aug4th, 5th and 6th Aug4th, 5th and 6th Aug7th and partial 8th Aug7th and partial 8th Aug

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sophist
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Re: internet keeps dropping out

The BQM's definitely don't look healthy - browse to your hub on  http://192.168.0.1 - don't log in, click Router Status - copy/paste the tables (as text - not screenshots) from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one..

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Michellefrombri
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Re: internet keeps dropping out

Downstream

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

14110000003.538256 qam33
22190000003.538256 qam11
32270000003.537256 qam12
42350000003.537256 qam13
52430000003.537256 qam14
62510000003.437256 qam15
72590000003.537256 qam16
82670000003.437256 qam17
92750000003.237256 qam18
102830000003.537256 qam19
112910000003.537256 qam20
122990000003.737256 qam21
133070000003.538256 qam22
143150000003.538256 qam23
153230000003.738256 qam24
163470000003.938256 qam25
173550000003.738256 qam26
183630000003.738256 qam27
193710000003.738256 qam28
203790000003.738256 qam29
213870000003.538256 qam30
223950000003.738256 qam31
234030000003.538256 qam32
244190000003.438256 qam34



Downstream bonded channels

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

1Locked38.970
2Locked38.640
3Locked37.640
4Locked37.650
5Locked37.340
6Locked37.600
7Locked37.640
8Locked37.650
9Locked37.650
10Locked37.650
11Locked37.350
12Locked37.660
13Locked38.650
14Locked38.650
15Locked38.640
16Locked38.660
17Locked38.600
18Locked38.960
19Locked38.650
20Locked38.650
21Locked38.650
22Locked38.640
23Locked38.960
24Locked38.960
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Michellefrombri
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Re: internet keeps dropping out

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000046.3512064 qam1
23940000045.3512064 qam4
34620000045.5512064 qam3
45370000045.8512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Michellefrombri
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Re: internet keeps dropping out

Network Log

Time Priority Description

01/01/1970 00:01:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 20:17:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 07:28:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 07:28:38Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 07:20:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 06:47:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:58:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 16:57:49Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 15:56:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 15:34:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 14:42:48noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 21:51:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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sophist
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Re: internet keeps dropping out

All of your power levels look fine and the network log isn’t showing anything of concern… strange one. VM will get to the thread in a couple of days to comment, but there’s nothing obvious wrong with the connection - perhaps an issue with the hub itself… will need VM to comment..

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Michellefrombri
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Re: internet keeps dropping out

Thanks for looking at it.

Do you know if the details that I copied for you make a difference if I am in modem mode?

I have been in modem mode since yesterday, this is helping a bit as it's not dropping so much, but still have the problem where the router restarts itself and means I am getting much slower speeds than I should have.

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sophist
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Re: internet keeps dropping out


@Michellefrombri wrote:

Thanks for looking at it.

Do you know if the details that I copied for you make a difference if I am in modem mode?

I have been in modem mode since yesterday, this is helping a bit as it's not dropping so much, but still have the problem where the router restarts itself and means I am getting much slower speeds than I should have.


nope, none at all...

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Michellefrombri
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Re: internet keeps dropping out

Today's graph

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Corey_C
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Re: internet keeps dropping out

Thanks for your post and welcome to the Community Forums, Michellefrombri,


Sorry to hear that you have been having connection issues. How has things been since your post?
I have run a remote diagnostic and seems you have tech visit  booked, you can view and manage appointments here: https://www.virginmedia.com/help/virgin-media-manage-engineer-appointment
Let us know if you need any further help.


Cheers,
Corey C

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