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Constant Connection Dropouts & Network Log Errors

Hi,

I've been experiencing constant connection dropouts for the past five days or so, which seemed to coincide with an outage in my area, however the connection has been completely unstable ever since, dropping out randomly several times per day. I noticed a lot of network errors in the Log on the router and what looks to me like very high upstream power levels. 

I'd just like to get some clarity on the issue, as my ability to work from home has been impacted a lot by this, and if possible get a solution quickly. The router has not been moved and i've checked all of the connections which seem to be fine. 

Here are the logs

27/05/2020 08:39:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 08:33:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 08:32:24criticalReceived 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;
26/05/2020 14:13:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:32criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:31criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:30criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:28criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:27criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 14:13:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537007615.196512016 qam2
2393995765.1512016 qam4
3462001465.2512016 qam3
4603000045.2512016 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Re: Constant Connection Dropouts & Network Log Errors

Hello

You upstream power levels are too high that is what is causing  the problem, either call in on 150 or wait for a VM staff member to pick up the post.

Regards Mike

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Re: Constant Connection Dropouts & Network Log Errors

Hi mcmullr2,

 

Thanks for posting and welcome to the community.

 

I'm sorry you've been experiencing connection issues for the past 5 days, I can understand your frustration. 

 

I've had a look at the backend of your services and it looks like your upstream power levels are back within specification now.

 

Can you let me know if you've noticed any improvement since posting?

 

Thanks

 

Melissa 

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Message 4 of 13
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Re: Constant Connection Dropouts & Network Log Errors

hi, i have the same issues on the broadband, see below.

No one answers the phone, how are we supposed to log this issue? New post or can you respond on this one please...

 

27/05/2020 16:02:8criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx:eb;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 13:50:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
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Re: Constant Connection Dropouts & Network Log Errors

Hello

Always post a new one as you will just be adding to confusion on the same post as somebody else.

Regards Mike

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Re: Constant Connection Dropouts & Network Log Errors

Hi dinsey123,

 

Thanks for you post.

 

I'm sorry you're also having problems with your connection.

 

Can you tell me in a little more detail exactly what is happening and how often?

 

I've had a look at the backend of your services and there is nothing concerning at all. 

 

Thanks

 

Melissa 

 

 

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Re: Constant Connection Dropouts & Network Log Errors

Hi Melissa sorry for posting in the same post, thanks for the quick reply also.

The internet connection drops during the day then comes back, always a few seconds.

I do not use wireless all is wired.

Are the logs normal in terms of the dropouts, errors in above post?

I work from home so can be on a conference with VOIP phone and the quality and connection drops.

Below are the power levels: 

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

1537000004.4512064 qam2
2394000004.254512064 qam4
3462000004.3512064 qam3
4603000004.45512064 qam1

 

Thanks in advance 

 

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Re: Constant Connection Dropouts & Network Log Errors

You need to post all the logs, downstream, upstream and network log.  Also you can ignore any DHCP renewal errors as they are not really errors.

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Re: Constant Connection Dropouts & Network Log Errors

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1723000000038256 qam40
2539000000-1.737256 qam17
3547000000-137256 qam18
4555000000-1.237256 qam19
5563000000-0.736256 qam20
6571000000-1.436256 qam21
7579000000-0.237256 qam22
8587000000-1.536256 qam23
9595000000-0.437256 qam24
10603000000-1.537256 qam25
11611000000-1.237256 qam26
12619000000-0.737256 qam27
13627000000-2.236256 qam28
146350000000.737256 qam29
15643000000-1.937256 qam30
166510000000.737256 qam31
17659000000-137256 qam32
18667000000-0.237256 qam33
19675000000-0.437256 qam34
20683000000-0.537256 qam35
21691000000037256 qam36
22699000000037256 qam37
23707000000037256 qam38
24715000000-0.238256 qam39


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.62252720
2Locked37.61335720
3Locked37.31336130
4Locked37.61567590
5Locked36.61823660
6Locked36.61982970
7Locked371952890
8Locked36.62356250
9Locked37.32168250
10Locked37.62296610
11Locked37.32613600
12Locked37.62128520
13Locked36.62920700
14Locked37.32593270
15Locked37.63308430
16Locked37.62829120
17Locked37.62689130
18Locked37.32552130
19Locked37.62470950
20Locked37.33198980
21Locked37.33499790
22Locked37.32910210
23Locked37.32920020
24Locked38.62427140

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000004.4512064 qam2
2394000004.254512064 qam4
3462000004.3512064 qam3
4603000004.45512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

   
27/05/2020 16:02criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
   
   
   
   
   
24/05/2020 08:49criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
   
   
   
19/05/2020 09:27criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
   
   
   
17/05/2020 21:46criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
   
15/05/2020 09:29criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
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Re: Constant Connection Dropouts & Network Log Errors

Thanks Melissa, 

I removed the splitter from my line and fed the router directly to the wall socket which brought the upstream power levels back down, and it seems to have done the trick. I haven't had any connection issues since doing this. 

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