Disconnections and bad internet returns

[MarkusO]

Hello

I've had Virgin Media for very soon to be a year, and now suddenly the past weeks there has been some major issues with disconnections to the internet and the router strangely acting up. I had very similar problems when I first got my Virgin Box a year ago and those problems got thankfully fixed. Sometimes restarting the router fixes the problems but it is only for a short while. Would I please be able to have some help with this?

I'll post the downstream/upstream and network logs here

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	387000000	3.4	40	256 qam	32
2	203000000	-1	40	256 qam	9
3	211000000	-1	40	256 qam	10
4	219000000	-0.9	40	256 qam	11
5	227000000	-0.7	40	256 qam	12
6	235000000	-0.7	40	256 qam	13
7	243000000	-0.5	40	256 qam	14
8	251000000	-0.5	40	256 qam	15
9	259000000	-0.4	40	256 qam	16
10	267000000	0	40	256 qam	17
11	275000000	0.5	40	256 qam	18
12	283000000	0.7	40	256 qam	19
13	291000000	0.7	40	256 qam	20
14	299000000	1.4	40	256 qam	21
15	307000000	1.5	40	256 qam	22
16	315000000	1.7	40	256 qam	23
17	323000000	1.9	40	256 qam	24
18	331000000	2	40	256 qam	25
19	339000000	2	40	256 qam	26
20	347000000	1.4	40	256 qam	27
21	355000000	0.7	40	256 qam	28
22	363000000	1.9	40	256 qam	29
23	371000000	2.5	40	256 qam	30
24	379000000	2.9	40	256 qam	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	5698	4829
2	Locked	40.3	24370	14404
3	Locked	40.3	24245	13892
4	Locked	40.9	23849	12263
5	Locked	40.3	23120	11616
6	Locked	40.3	23753	10871
7	Locked	40.3	21675	9305
8	Locked	40.3	20317	8764
9	Locked	40.3	19063	8076
10	Locked	40.9	17854	8002
11	Locked	40.9	16277	7607
12	Locked	40.9	15150	6858
13	Locked	40.3	13738	6625
14	Locked	40.9	11985	6396
15	Locked	40.3	10753	6217
16	Locked	40.3	9167	5959
17	Locked	40.9	8935	5668
18	Locked	40.9	8371	5697
19	Locked	40.9	8084	5694
20	Locked	40.9	7443	5573
21	Locked	40.9	6781	5691
22	Locked	40.9	6601	5346
23	Locked	40.3	6279	5444
24	Locked	40.9	6174	4902

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53700004	37.3	5120	64 qam	10

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	67	0

Network Log

Time	Priority	Description
07/08/2022 13:30:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 13:30:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 13:30:5	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 13:29:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 13:29:57	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 13:29:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 13:29:25	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 13:29:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 13:29:5	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 13:28:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 12:28:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 11:35:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 11:21:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 11:21:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 10:49:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 10:47:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 10:44:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 10:41:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 10:33:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 10:30:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Lots of errors and only 1 upstream instead of 4. Firstly try a pin hole reset of the hub and then check area faults.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Travis_M]

Hi @MarkusO

Thanks for posting on our community forum and a warm welcome back

How has your connection been since your last post? Have you noticed any improvement since your last reply?

Regards

[MarkusO]

Hello

There hasn't been any major issues the past days. I did see there have been some area faults for my postcode, but that it should have been fixed by now. So hopefully there won't be any returning issues again.

Thank you

Markus

[Adri_G]

Hey MarkusO, thanks for replying back and glad to see the issue has improved by now. If you wish to check for updates on area faults just visit this link and type your post code to find those. If you can't see any faults then this means it has indeed cleared now.

Let us know if everything looks ok now or f you need more help - happy to assist if you need us.

Regards,

[MarkusO]

Hello

The past weeks the internet has been acting up again. It seems it wasn't fixed after all. Every day it has some small hiccups and occasionally it completely disconnects for 10-30 minutes randomly. Not sure what the issue could be at this point.

Here is the latest downstream/upstream and network logs:

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	3.4	40	256 qam	25
2	203000000	2.5	40	256 qam	9
3	211000000	2.4	40	256 qam	10
4	219000000	2.4	40	256 qam	11
5	227000000	2.2	40	256 qam	12
6	235000000	2	40	256 qam	13
7	243000000	2	40	256 qam	14
8	251000000	2	40	256 qam	15
9	259000000	2	40	256 qam	16
10	267000000	2.2	40	256 qam	17
11	275000000	2.5	40	256 qam	18
12	283000000	2.5	40	256 qam	19
13	291000000	2.5	40	256 qam	20
14	299000000	3	40	256 qam	21
15	307000000	3	40	256 qam	22
16	315000000	3.2	40	256 qam	23
17	323000000	3.2	40	256 qam	24
18	339000000	3.4	40	256 qam	26
19	347000000	3.2	40	256 qam	27
20	355000000	2.7	40	256 qam	28
21	363000000	1.7	40	256 qam	29
22	371000000	2.4	40	256 qam	30
23	379000000	3.2	40	256 qam	31
24	387000000	3.7	40	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.9	138	151
2	Locked	40.3	317	158
3	Locked	40.3	237	143
4	Locked	40.3	219	167
5	Locked	40.9	223	150
6	Locked	40.3	209	161
7	Locked	40.9	201	161
8	Locked	40.9	178	138
9	Locked	40.3	171	135
10	Locked	40.9	176	135
11	Locked	40.3	145	148
12	Locked	40.9	152	233
13	Locked	40.9	157	141
14	Locked	40.9	139	132
15	Locked	40.3	161	142
16	Locked	40.3	164	140
17	Locked	40.3	158	118
18	Locked	40.3	136	109
19	Locked	40.3	130	147
20	Locked	40.9	112	125
21	Locked	40.3	122	100
22	Locked	40.3	106	179
23	Locked	40.9	91	129
24	Locked	40.9	69	121

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	23600000	41	5120	64 qam	13
2	36600000	40	5120	64 qam	11

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	19	0
2	ATDMA	0	0	17	0

Network Log

Time	Priority	Description
30/08/2022 17:47:23	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;
30/08/2022 17:45:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 17:45:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 17:45:8	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 17:44:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 17:44:53	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 17:44:53	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 17:29:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 16:40:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 15:43:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 10:48:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 10:40:30	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 10:40:30	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 10:40:10	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 10:40:10	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 10:39:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 10:39:50	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 10:39:50	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 10:39:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 10:39:48	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Zoie_P]

Thank you for your log, and I am sorry to hear you are having issues with your service, do you have a BQM graph so we can see the dropouts?

I have taken a look on our systems and there are no outages.

Zoie

[MarkusO]

Hello

Yes, here is the graph for yesterday:

 And also the graph for today:

As you can see I just had a my internet disconnect a few minutes ago, I restarted my router so it is back for now

Thank you

Markus

[Nathan_B]

Thanks for your reply, I'm glad to see it is working as normal for you now.

Just to confirm, have you been able to check our service page here to see if this is due to any known area issues? You can also sign into the service page to run a fault test with the equipment.

If that doesn't help I would also recommend checking our connection help page here for further help.

If you still need help with this after doing these checks please let us know, we will be happy to help.

Regards

Nathan

[MarkusO]

Hello

New update to this problem, I managed to book a technician which came over to have a look. He didn't say much but told me he went down to the brown virgin box and rerouted the connection. He also replaced my modem. After that the internet have now been even worse than before, multiple disconnections each hour, every day. I don't what possibly could be the problem, these issues have been happening for soon to be two months now and it's getting worse as each day passes.

I'll post the most recent downstream/upstream and network logs here as well: