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jbrennand
Alessandro Volta
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Message 11 of 21
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Re: Connection dropping repeatedly

You can only get this fixed with a VM tech visit. Call it in and cite the Post RS errors build up issue and continual T3 timeouts. Or wait here for a day or two until a VM mod picks it up and can offer help.

--------------------
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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Ritchie72
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Message 12 of 21
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Re: Connection dropping repeatedly

Thanks jbennand,  I'll give them a call shortly.

They've been out four times already in the last two months but never want to look at the data. All connectors and filters have been changed and double checked before they finally gave up and fitted a new hub.

Not too sure what else they'll be able to do.

I suspect I'm going to just have to grin and bare it until my contract expires in two and a half months...Screenshot 2019-08-12 at 15.30.16.png

 

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jbrennand
Alessandro Volta
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Message 13 of 21
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Re: Connection dropping repeatedly

A superuser should comment on likely causes that will inform the technician where to look for the problem. My "guess" is the connection somewhere between your house box and the VM network.

--------------------
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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Ritchie72
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Message 14 of 21
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Re: Connection dropping repeatedly

Screenshot 2019-08-12 at 16.00.58.png

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Ritchie72
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Message 15 of 21
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Re: Connection dropping repeatedly

I'm just posting these here so there is some record of what is happening...

 

Downstream bonded channels

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

1 426750000 6.3 40 256 qam 28

2 194750000 6 40 256 qam 8

3 202750000 6 40 256 qam 9

4 210750000 6.3 40 256 qam 10

5 218750000 6.4 40 256 qam 11

6 226750000 6.3 40 256 qam 12

7 234750000 6.3 40 256 qam 13

8 242750000 6.1 40 256 qam 14

9 250750000 6 40 256 qam 15

10 258750000 5.9 40 256 qam 16

11 266750000 5.9 40 256 qam 17

12 274750000 5.8 40 256 qam 18

13 282750000 5.8 40 256 qam 19

14 290750000 5.9 40 256 qam 20

15 298750000 5.9 40 256 qam 21

16 306750000 5.9 40 256 qam 22

17 314750000 5.9 40 256 qam 23

18 322750000 5.8 40 256 qam 24

19 402750000 6.4 40 256 qam 25

20 410750000 6.3 40 256 qam 26

21 418750000 6.4 40 256 qam 27

22 434750000 6.1 40 256 qam 29

23 442750000 6.1 40 256 qam 30

24 450750000 6 40 256 qam 31

 

 

 

Downstream bonded channels

 

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

1 Locked 40.3 72423 134950

2 Locked 38.9 20468 83819

3 Locked 38.9 19959 81395

4 Locked 38.9 19828 86533

5 Locked 38.9 18218 97591

6 Locked 38.9 18121 95905

7 Locked 38.9 56928 227015

8 Locked 38.9 17846 90335

9 Locked 38.9 17756 85704

10 Locked 39.3 17321 84950

11 Locked 38.9 17296 76630

12 Locked 40.3 17095 79447

13 Locked 38.9 17007 73170

14 Locked 40.3 17121 74010

15 Locked 38.9 70986 172607

16 Locked 40.3 73477 169084

17 Locked 40.9 75499 164414

18 Locked 40.3 76007 156760

19 Locked 40.3 72191 133482

20 Locked 40.9 71085 131425

21 Locked 40.3 70414 127669

22 Locked 40.3 68906 129880

23 Locked 40.9 67529 124425

24 Locked 40.3 66600 126502

 

 

Upstream bonded channels

 

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

1 32600258 4.675 5120 16 qam 9

 

 

 

Upstream bonded channels

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 0

0

 

 

 

Network Log

 

Time Priority Description

12/08/2019 16:10:46 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:10:46 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:10:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:10:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:11:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:11:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:11:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:11:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:11:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:12:24 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:15:53 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:15:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:15:59 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:16:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:29 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:03:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:03:30 Warning! ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2019 16:21:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Forum Team
Forum Team
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Message 16 of 21
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Re: Connection dropping repeatedly

Hi Ritchie72

 

Thanks for posting and sorry to hear you're having issues with our internet services.

 

Looking at your log we do need to get this checked out further for you.

 

So I can access your details I will pop a private message across for you. Click the purple envelope to accept the chat.

 

Thanks Jodi.

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Ritchie72
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Message 17 of 21
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Re: Connection dropping repeatedly

Okay just to keep you all in the loop. The VM people got in touch and organised a tech visit. When he arrived he started to scan the incoming signal and couldn't find anything wrong and was going to remove some of the filters and lower my settings in the street cabinet instead. However before doing that is called someone else and after a while received confirmation that there was an area problem. that wasn't due to be fixed until later that day so he couldn't touch any of my equipment until that was fixed and that could possibly be. the problem. He helped me install the VM app on my phone so I could check for errors before called out tech support but before leaving he said it may take a while to settle down before I get a steady signal so I should leave it and week or so before calling up again.

To be honest I've completely lost faith in virgin media. It's hasn't stopped doing exactly what it was doing before, (dropping out multiple times a day) the app never says there is a problem in the area (tech mentioned that it isn't always up to date) and I'm filled with a huge sense of dred at the thought of trying to get anyone to solve the problems.

My contract has just a few more months left to run, less time than I've been trying to get this fixed so I think I'm just going to go to BT. I'm even willing to pay BT more of my money if they can guarantee a constant signal. (which their adverts seem to promise). I'm disappointed that there doesn't seem to be any kind of follow up procedure at virgin media. No one seems to have the courtesy to call you back to see if the problem is fixed before marking it as case closed. I guess they are relying on me to call them back when there is another problem, but I'm always told that things take a few days to settle and then my call is treated as a new problem. As far as I'm concerned this is all the same problem I reported on the 12th June 2019. Which I'd been living with for months before it became frustrating enough to report.

I don't think anyone from Virgin should bother to try and get in touch with me because I don't think there is a single thing they could do to restore my faith in their service.

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Forum Team
Forum Team
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Message 18 of 21
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Re: Connection dropping repeatedly

Sorry about what happened with the tech visit Ritchie72, I do appreciate the frustration this will have caused. 

 

I've been able to locate your account using your forum details & can confirm there's no area issues communicated at the moment that relate to the problems you've been experiencing.

So the best step to take at this stage would be to book another visit, I understand you didn't want us to contact you but please let us know if you'd like us to get that arranged. If we do this within 30 days of your last visit then a senior technician will attend who will take extra time & care to ensure your issue is resolved.

 

Tom

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Ritchie72
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Message 19 of 21
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Re: Connection dropping repeatedly

Hi Tom,

Please excuse if you already have this message, the internet went down as I was posting and I'm not sure if it has made it through or not and I don't want to waste time checking when I could be retyping.

Although I'm still reluctant to arrange another visit it would be remiss of me not to have one more try at getting this fixed during my daughters GCSE year. Last night was very frustrating for her studies, and this morning has been very difficult for my work.

Please could you arrange for another tech visit.

Many thanks for your help,

Ritchie.

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Forum Team
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Message 20 of 21
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Re: Connection dropping repeatedly

Hey Ritchie72,

 

I can get this booked in for you but would need to take a few details over a private message to do so. Please respond to my message with the requested details and I can get this checked for you.

 

Regards

Steven_L

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