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Message 1 of 9
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Broadband cutting out

Hey

I've been having this problem of my Internet connection dropping out constantly for well over the past 3 weeks.ive done all the usual checks restarting hub3/reseting hub3/checked the cables are secure,i've even run multiple check my services on the website which comes back with Network issues.

I've tried phoning multiple times over the past 3 weeks with no answer and can't seem to find live chat so I'm here as a last resort can anybody assist me please thanks.

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Very Insightful Person
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Message 2 of 9
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Re: Broadband cutting out

As well as trying the “check service,” weblink (at the top of this forum board), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Service Status web page) - that may give you more info.

Or a VM Tech should get to this as soon as they pick it up and offer to help.


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

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 3 of 9
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Re: Broadband cutting out

Downstream bonded channels

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

1331000000-0.238256 qam25
2203000000038256 qam9
3211000000038256 qam10
4219000000038256 qam11
5227000000-0.238256 qam12
6235000000-0.238256 qam13
7243000000-0.238256 qam14
8251000000-0.238256 qam15
9259000000-0.438256 qam16
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Message 4 of 9
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Re: Broadband cutting out

Upstream bonded channels

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

1394000003.568512064 qam2
2258000003.525512064 qam4
3326000003.525512064 qam3
4462000003.575512064 qam1
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Message 5 of 9
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Re: Broadband cutting out

Network LogTime Priority Description
25/04/2020 22:11:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 20:38:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 19:42:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 19:39:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 19:17:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 19:16:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 19:01:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:47:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 21:36:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 21:06:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 20:33:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 18:31:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 14:01:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 13:47:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 22:18:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 09:35:4noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 09:35:4ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 03:46:18ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2020 22:07:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2020 21:57:38ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 6 of 9
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Re: Broadband cutting out

I rang the 0800 number as suggested by another member which came back as no issues in my area but but when I do the service check online I get this:

Network issue
We have detected an issue that maybe affecting your broadband service

What does this mean?

  • This issue is caused by interference on the cabling coming into your home.
  • This will cause intermittent speeds and performance may vary at different times.
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Message 7 of 9
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Re: Broadband cutting out

/Bump 😕

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Message 8 of 9
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Re: Broadband cutting out

Absolutely shocking out of the 200+ views I've had not one reply from Virgin since I started the post on Saturday!!

 

Yes my connection keeps dropping out

Yes I'm still unable to get through to anyone using the phone 

Yes the live chat still isn't working 

And.... Yes the service status still says I have issues on the line.

Shocking!!

 

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Alessandro Volta
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Message 9 of 9
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Re: Broadband cutting out

Bumping pushes your post down the list 


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