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Melly123
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Frequent Disconnects

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;

 

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lotharmat
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Re: Frequent Disconnects

Hub stats look absolutely fine!

What happens to ethernet connected devices when the drops occur?

I'm wondering if it is purely a WiFi issue!



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Hub 3 - Modem Mode - TP-Link Archer C7

Melly123
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Re: Frequent Disconnects

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.

 

 

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lotharmat
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Re: Frequent Disconnects

We're going to need to rule out your router (which could be on broken)

1, Try connecting your router to a different port on the hub
2. Try a different ethernet cable
3. Remove your router completely from the equation

If you are still getting the same issues after this; VM will need to investigate.
Also - Have a check on 0800 561 0061 to see if there are any local issues that could be impacting you!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Natalie_L
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Re: Frequent Disconnects

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 

 

 

Nat
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Melly123
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Re: Frequent Disconnects

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

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Natalie_L
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Re: Frequent Disconnects

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, 

 

 

Nat
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