on 06-09-2021 12:03
Hi,
My Virgin media router is constantly losing connection and takes around 5 minutes to start working again. Frequency, varies but on average a couple of times per hour, each time it resets the system uptime clock. There are daily T3 timeouts but not nearly as frequent as the loss of connection.
I have already switched the router off for 30 mins to see if that helps but no joy.
No reported issues in the area.
Any help appreciated.
Logs below:
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 203000000 Locked
Ranged Upstream Channel (Hz) 60300000 Locked
Provisioning State Online
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 4.3 38 256 qam 9
2 139000000 5 40 256 qam 1
3 147000000 5 40 256 qam 2
4 155000000 5.1 40 256 qam 3
5 163000000 5 40 256 qam 4
6 171000000 5 40 256 qam 5
7 179000000 4.9 40 256 qam 6
8 187000000 4.9 40 256 qam 7
9 195000000 4.5 40 256 qam 8
10 211000000 4.4 38 256 qam 10
11 219000000 4.3 40 256 qam 11
12 227000000 4.3 40 256 qam 12
13 235000000 4 40 256 qam 13
14 243000000 3.9 38 256 qam 14
15 251000000 3.7 40 256 qam 15
16 259000000 3.5 40 256 qam 16
17 267000000 3.5 38 256 qam 17
18 275000000 3.9 38 256 qam 18
19 283000000 4.1 40 256 qam 19
20 291000000 4.3 38 256 qam 20
21 299000000 4.5 38 256 qam 21
22 307000000 4.5 40 256 qam 22
23 315000000 4.5 40 256 qam 23
24 323000000 4.5 40 256 qam 24
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 5 0
2 Locked 40.3 0 0
3 Locked 40.9 5 0
4 Locked 40.3 5 0
5 Locked 40.3 5 0
6 Locked 40.3 5 0
7 Locked 40.3 5 0
8 Locked 40.3 6 0
9 Locked 40.3 7 0
10 Locked 38.9 4 0
11 Locked 40.3 4 0
12 Locked 40.3 6 0
13 Locked 40.3 4 0
14 Locked 38.9 6 0
15 Locked 40.3 7 0
16 Locked 40.3 5 0
17 Locked 38.9 6 0
18 Locked 38.9 6 0
19 Locked 40.3 6 0
20 Locked 38.9 8 0
21 Locked 38.9 6 0
22 Locked 40.9 6 0
23 Locked 40.3 4 0
24 Locked 40.3 5 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 46.3 5120 64 qam 1
2 53700000 45.8 5120 64 qam 2
3 39400000 45 5120 64 qam 4
4 46200000 45.3 5120 64 qam 3
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
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
SFID 3782
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0
Primary Upstream Service Flow
SFID 3781
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort
Network Log
Time Priority Description
06/09/2021 07:41:49 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 16:25:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 13:22:7 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 16:52:17 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 05:56:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 05:56:52 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 05:56:52 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 13:03:30 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 13:03:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 13:03:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 00:01:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 00:01:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 00:01:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 00:01:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
on 06-09-2021 13:46
on 06-09-2021 14:43
Hi lotharmat,
It impacts all devices (most of my devices are wired).
My Asus router (VM router is in modem mode) reports DHCP error each time in case that helps.
on 06-09-2021 14:51
on 08-09-2021 15:50
Hi Melly123,
Welcome to the Community and thanks for posting.
I am sorry to hear you have been experiencing some issues with the service.
We would like to assist in getting this resolved but just wanted to check if you have been able to complete the checks that lotharmat has advised?
If so, did this help at all? If not please let us know and we will be happy to assist further.
Thanks
on 08-09-2021 16:11
Hi Natalie,
Thanks for your message.
The problem seems to have rectified itself without any of the troubleshooting required.
FYI this happened to me a couple of months ago as well and, again, lasted about 24 - 48 hours before righting itself.
Best
on 10-09-2021 16:20
Thank you for letting us know the service has resumed.
I appreciate the disconnections must be frustrating and inconvenient so if this does happen again, we would recommend following the steps listed by lotharmat and contacting us to log the issue.
Happy to help if you need us in the future 🙂
Thank you,