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Shwrb
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Disconnects every night around midnight

I've been having this issue every night for approx. 3 months now. Mine will disconnect around 12:10 to 12:40am every night without fail.

I've called a few times in relation to this, first time I was asked if I've got an old CRT TV nearby to the router as this will be causing issues, call handler also tried saying maybe everyone's online around this time so that's why it disconnected, perhaps they're gaming so this is why the network can't handle it. 

I don't see how this will be causing an issue, she told me to do a pin hole reset and check if that fixes anything, I conducted a pinhole reset and that night it disconnected me again around the above mentioned time. 

I called customer service again after a wait time of totalling approx. 3hrs, in multiple calls as it kept cutting out, support over the phone doesn't seem to understand and tries to blame the issue on me as I've got too many devices connected to my router, I mentioned that around the time of disconnection I'd check twitter and I see other people posting about it. also mentioned that I've seen posts on the virgin media forums relating to this, but again tried to blame the issue on me and said everyone’s uses their network differently so cant compare it to other people, even though I said I’ve checked forums and twitter of issues. So clearly, I’m not the only one with this issue.   

Call handler said to monitor and call again if I have this issue. Honestly, I just can’t be bothered to wait on the phone for over an hour to speak to someone for 5 mins only for them to read off a script or tell me options I've already done. 

I recently had my router changed due to similar incident where I’d get disconnected, maybe 6 months ago.

I don’t know if it’s the wiring to my property that’s causing this issue or I just have to stay in this constant limbo of replacing my router every other month just so I can use the network.

My BQM  

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Shwrb
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Re: Disconnects every night around midnight

Downstream bonded channels

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

14027500003.538256 qam30
2202750000137256 qam9
32107500001.437256 qam10
42187500001.237256 qam11
52267500001.237256 qam12
62347500001.237256 qam13
72427500001.237256 qam14
82507500001.237256 qam15
92587500001.437256 qam16
102667500001.537256 qam17
112747500001.737256 qam18
122827500001.737256 qam19
13290750000237256 qam20
142987500002.237256 qam21
153067500002.437256 qam22
163147500002.537256 qam23
173227500002.437256 qam24
183307500002.537256 qam25
193707500003.438256 qam26
203787500003.438256 qam27
213867500003.438256 qam28
223947500003.538256 qam29
234107500003.938256 qam31
24418750000438256 qam32



Downstream bonded channels

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

1Locked38.650
2Locked37.680
3Locked37.390
4Locked37.6120
5Locked37.3140
6Locked37.690
7Locked37.690
8Locked37.300
9Locked37.350
10Locked37.350
11Locked37.360
12Locked37.640
13Locked37.350
14Locked37.350
15Locked37.650
16Locked37.660
17Locked37.350
18Locked37.660
19Locked38.600
20Locked38.660
21Locked38.650
22Locked38.950
23Locked38.970
24Locked38.950
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000051512064 qam2
24620000051512064 qam1
32580000051512064 qam4
43260000051512064 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Shwrb
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Re: Disconnects every night around midnight

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID380584
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID380583
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBest Effort
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Shwrb
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Re: Disconnects every night around midnight

Network Log

Time Priority Description

12/01/2021 12:15:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 10:09:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 10:12:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 08:42:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 23:14:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 05:00:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 16:41:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 14:25:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 23:34:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 17:46:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 08:18:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 04:41:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 16:44:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 19:00:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 16:41:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 13:13:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 17:29:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 19:25:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 05:27:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 00:56:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Message 5 of 16
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Re: Disconnects every night around midnight

Your Upstream Power Levels are maxed out, whether VM will see it as a problem is questionable.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

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

13940000051512064 qam2
24620000051512064 qam1
32580000051512064 qam4
43260000051512064 qam3

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Shwrb
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Message 6 of 16
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Re: Disconnects every night around midnight

My original post on this matter is coming up to 3 months old, not received an update for that.

I'll try giving customer service a call tomorrow see what help they'll provide. 

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Lisa_CC
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Message 7 of 16
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Re: Disconnects every night around midnight

Hello Shwrb and sorry you're having disconnection issues with your broadband. I've tried to find your details using the information we have on here but I'm unsure whether I'm looking at the right details.

 

I'll send you a Private Message so I can grab some details from you and we'll pop back on the public thread. Please reply back to my Private Message 🙂

 

Thanks,

 

Lisa

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Shwrb
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Re: Disconnects every night around midnight

Hi Lisa,

Thank you. I have replied back to the private message 🙂 

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Lisa_CC
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Message 9 of 16
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Re: Disconnects every night around midnight

Thanks for the details @Shwrb and I've managed to locate the correct account. I've had a good nosey at the networks and can see high upstream power levels so I've arranged for an engineer visit for the soonest available date. You may find the details via the online account  where it can be re-arranged if necessary.

 

Please wait for the engineer visit and let us know how it goes.

 

Thanks,

 

Lisa

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Shwrb
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Message 10 of 16
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Re: Disconnects every night around midnight

Hi,

 

Thank you for the assistance.. Are you able to tell me what is causing this or would I need to wait for an engineer to attend? 

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