Virgin Media Community

[Dan240v]

Hi, I have been experiencing disconnects every night for the past three months without fail, these usually occur between 23:30 and 01:30 every day without fail, meaning I cannot commit to anything significant within this window as I know it will disconnect, both WiFi and ethernet. I have tried all basic restarts, unplugs and checking of cables from other suggestions already.

Upon investigation into my router settings, I am receiving multiple Initializing Channel Timeout Expires errors, and also T3 timeout errors which usually occur around the disconnect times, as well as bad power levels (both upstream and downstream) as far as I can tell according to other similar posts.

My routers home page is also displaying an "Internet(Partial Service (US only))" error. 

Here are the downstream logs:

Here are the upstream logs: 

and here are the network error logs:

Network Log

Time Priority Description

30/01/2023 21:11:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 20:53:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 20:51:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 20:15:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 20:08:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 20:08:8	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 02:09:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 01:13:3	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 01:12:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 01:08:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 01:01:34	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 00:52:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 00:50:27	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2023 00:50:27	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2023 02:41:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2023 02:35:58	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2023 02:35:58	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2023 02:08:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2023 01:11:51	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2023 01:11:51	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

My hub home page error:

From what I can tell from very similar posts on here is that I require an technician sent out to fix this issue which should solve disconnects? Hoping someone on here can help get that arranged or advise if something else is the problem. Thanks 🙂

[Anonymous]

Power levels are all over the place with downstream way too low and upstream too high. There are loads of post RS errors on channel 3. Check for local faults on 0800 561 0061 but you may well need to call this in as a fault. 

[Tudor · Accepted solution]

Low downstream and high upstream are indicative of receiving a bad signal from the street cabinet. Either loose connection, bad cable or cabinet fault. Another reason can be that you are a long way from the street cabinet and on the wrong tap. In which case you would need your connection moving to a tap with less attenuation. 

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 status, but this is not recommended as it only covers issues that affect a very large number of customers.

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

If no area faults found:

The primary place to report faults or for service requests is 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.

[Dan240v]

Thanks for the insight, nice to know it looks like something is wrong to others too. Will hopefully get in touch with them soon if they don't see the post 🙂

[Natalie_L]

Hi Dan240v, 

Thank you for reaching out to us here on the community. 

I am very sorry to hear you are experiencing issues with disconnections on your broadband service, we will do all we can to help. 

I would like to take a look at things from our side so I am going to pop you over a private message to take a few details. This will be available via the purple envelope on the top right of this page. 

Speak soon,