Menu
Reply
chrismox
  • 12
  • 0
  • 0
Joining in
209 Views
Message 1 of 19
Flag for a moderator

Connection keeps dropping since local works

My connection has been rock-solid for 5 years. Last week, there was some “important maintenance work” in my area and my connection has been unstable ever since with numerous connection drops every day.

Every time I call customer services, I get a different story and no resolution. I’ve been told so many times just to reset my router and the issue will be solved.

The hub’s log shows the following every time I lose connection:

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

As I’d rather not spend hours of my life on hold to yet another customer service agent that dismisses the issue, can anyone suggest a better course of action?

Thanks in advance.

0 Kudos
Reply
Andrew-G
  • 6.13K
  • 1.08K
  • 2.6K
Very Insightful Person
Very Insightful Person
201 Views
Message 2 of 19
Flag for a moderator
Helpful Answer

Re: Connection keeps dropping since local works

VM's telephone support is so poor that one might reasonably conclude that it is intentionally that way to discourage customers calling, but that's merely a personal view that doesn't help you.....A probable cause of your poor connection is that the works have resulted in a noise or power level problem on your cable connection, and that's causing timeouts.  That's often to do with the upstream connection that keeps the hub synchronised with VM's network gear, but we will see if you 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.  And if you can tell us when the hub was last rebooted prior to you copying the data that will help, because a reboot zeroes the error counters.

Then we can check for any obvious problems with power, noise or error counts.  With suitable evidence, the helpful, UK based forum staff can book you a technician visit if that's needed, or advise on the fix date if the problem is more widespread.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

chrismox
  • 12
  • 0
  • 0
Joining in
188 Views
Message 3 of 19
Flag for a moderator

Re: Connection keeps dropping since local works

Thank you Andrew, very helpful of you. I’d have replied earlier if my connection hadn’t been down for almost 2 hours this morning!

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

1250750000-2.740256 qam15
2138750000-1.740256 qam1
3146750000-1.940256 qam2
4154750000-1.540256 qam3
5162750000-1.540256 qam4
6170750000-1.940256 qam5
7178750000-240256 qam6
8186750000-240256 qam7
9194750000-240256 qam8
10202750000-2.240256 qam9
11210750000-2.240256 qam10
12218750000-2.240256 qam11
13226750000-240256 qam12
14234750000-2.440256 qam13
15242750000-2.940256 qam14
16258750000-2.240256 qam16
17266750000-240256 qam17
18274750000-2.240256 qam18
19282750000-1.940256 qam19
20290750000-1.540256 qam20
21298750000-1.540256 qam21
22306750000-240256 qam22
23314750000-1.940256 qam23
24322750000-1.440256 qam24

 

Downstream bonded channels

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

1Locked40.370
2Locked40.350
3Locked40.350
4Locked40.350
5Locked40.9180
6Locked40.3110
7Locked40.9130
8Locked40.3170
9Locked40.360
10Locked40.360
11Locked40.940
12Locked40.950
13Locked40.360
14Locked40.350
15Locked40.910
16Locked40.350
17Locked40.350
18Locked40.960
19Locked40.370
20Locked40.960
21Locked40.340
22Locked40.340
23Locked40.350
24Locked40.960

 

Upstream bonded channels

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

13940000046.8512064 qam7
23260000046512064 qam8
34620000047.5512064 qam6
45370014648.5512064 qam5

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0080
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
chrismox
  • 12
  • 0
  • 0
Joining in
187 Views
Message 4 of 19
Flag for a moderator

Re: Connection keeps dropping since local works

I also have been had a broadband quality monitor running for the last 24 hours:

chrismox_1-1619861095544.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b5280662c87d38b65507c6a0afa0e444c9651ff7-30-04-2021

 

chrismox_0-1619861040103.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/364498683e43aaccdad7fed7307e3d3ecbc62dd7-01-05-2021

Thanks again for your help, hopefully this will generate some help from Virgin themselves.

 

0 Kudos
Reply
chrismox
  • 12
  • 0
  • 0
Joining in
180 Views
Message 5 of 19
Flag for a moderator

Re: Connection keeps dropping since local works

For some reason the logs didn’t show above, posted again here.

01/05/2021 09:00:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:59:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:59:5criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:57:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:57:9criticalReceived 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;
01/05/2021 07:55:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:55:11criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:49:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:48:53criticalReceived 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;
01/05/2021 07:47:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:47:21criticalReceived 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;
01/05/2021 07:46:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:45:49criticalReceived 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;
01/05/2021 07:44:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:44:18criticalReceived 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;
01/05/2021 07:42:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:42:19criticalReceived 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;
01/05/2021 07:41:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:40:50criticalReceived 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;
01/05/2021 07:39:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

The hub was last rebooted about 24 hours ago, although curiously the errors above seem to have been clipped prior to 7:39 this morning and there were others when I looked last night. Either the hub has rebooted itself this morning or the log can only show a certain amount of entries, I’m not sure.

0 Kudos
Reply
Andrew-G
  • 6.13K
  • 1.08K
  • 2.6K
Very Insightful Person
Very Insightful Person
165 Views
Message 6 of 19
Flag for a moderator

Re: Connection keeps dropping since local works

The log can only show a certain amount of entries.  The thing I notice most (other than the BQM confirming a poor connection) is that in the time since last rebooted the hub has collected eight upstream timeouts, which is abnormal.  I'll flag for forum staff to advise, this may need a technician visit which they can arrange, unless it is a known area fault.

Could be a whole range of things, but the frequency of the affected channel is one used for aircraft comms and navigation purposes, so may be RF noise ingress from a faulty joint, cable, or uncapped coax port.  But that's VM's problem to diagnose and sort.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
chrismox
  • 12
  • 0
  • 0
Joining in
158 Views
Message 7 of 19
Flag for a moderator

Re: Connection keeps dropping since local works

The cabling at the property hasn’t changed in the 5 years I’ve lived here, so I’d imagine that any RF noise would have caused problems previously, rather than just in the last 10 days. 

Whatever the cause of the issue, thanks again for your time. Hopefully my connection will get some attention.

0 Kudos
Reply
Andrew-G
  • 6.13K
  • 1.08K
  • 2.6K
Very Insightful Person
Very Insightful Person
134 Views
Message 8 of 19
Flag for a moderator

Re: Connection keeps dropping since local works

So long as they fix it doesn't matter, but as an observation the fault doesn't need to be at your house - all properties on the same segment of coax get near enough the same signal with the only difference being a reduction in power with distance from the cabinet, and each hub picks out selected frequencies to communicate uniquely with the network gear. 

That's why VM prohibit customers from meddling with or supplying their own coax even between the wall and the hub, because any problems may not be isolated, and if they cause frequency specific issues there's a good chance that the problems might not affect the household doing this, but a different customer on the same segment.  One of the "insightful users" has personal experience of inadvertently doing just this - didn't hurt their connection, but messed up a neighbours.  

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

chrismox
  • 12
  • 0
  • 0
Joining in
75 Views
Message 9 of 19
Flag for a moderator

Re: Connection keeps dropping since local works

It seems to be getting worse…

chrismox_0-1620035201654.png

 

0 Kudos
Reply
David_Bn
  • 4.91K
  • 226
  • 402
Forum Team
Forum Team
54 Views
Message 10 of 19
Flag for a moderator

Re: Connection keeps dropping since local works

Hi chrismox,

 

Thanks for your post on our Community Forums

 

I'm sorry to see there's been issues with the connection since some work took place in the local area, do you know if this was undertaken by Virgin Media or a different company?

 

There doesn't appear to be any issues flagged in the local are currently. Is it possible to re-submit your picture as it doesn't seem to have uploaded. Please ensure no personal data is revealed in the photo

 

Kindest regards,

 

David_Bn

0 Kudos
Reply