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CarlosFernandez
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Internet continuos disconnections

Hi,

I have a Hub 3.0 and since 1 month I have got intermittent internet drops. Now, since two days ago, there is no internet in the mornings, and the lights are flashing in green, until it reconnects.

I work from home on remote, and I have to use my company phone as router to get stable internet during the business hours. 

Could you please check my line, please?

Here are the logs of the Hub 3.0:

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
179000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 179000000 5.1 40 256 qam 6
2 139000000 5.9 40 256 qam 1
3 147000000 5.4 40 256 qam 2
4 155000000 5.4 40 256 qam 3
5 163000000 5.3 40 256 qam 4
6 171000000 5.4 40 256 qam 5
7 187000000 5 40 256 qam 7
8 195000000 4.8 40 256 qam 8
9 203000000 4.5 40 256 qam 9
10 211000000 4.3 40 256 qam 10
11 219000000 3.7 40 256 qam 11
12 227000000 3.5 40 256 qam 12
13 235000000 2.4 40 256 qam 13
14 243000000 1.9 40 256 qam 14
15 251000000 2.9 40 256 qam 15
16 259000000 3.2 40 256 qam 16
17 267000000 3.5 40 256 qam 17
18 275000000 3.2 40 256 qam 18
19 283000000 3.5 40 256 qam 19
20 291000000 3.2 40 256 qam 20
21 299000000 3.7 40 256 qam 21
22 307000000 3.5 40 256 qam 22
23 315000000 3.9 40 256 qam 23
24 323000000 3.7 40 256 qam 24

 

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 668 1482
2 Locked 40.9 884 2099
3 Locked 40.3 815 1826
4 Locked 40.3 821 1807
5 Locked 40.9 894 1857
6 Locked 40.3 847 1710
7 Locked 40.9 596 1340
8 Locked 40.9 588 1515
9 Locked 40.9 682 1495
10 Locked 40.9 633 1345
11 Locked 40.9 591 1396
12 Locked 40.3 842 1309
13 Locked 40.9 1309 1369
14 Locked 40.3 1173 1273
15 Locked 40.3 658 1182
16 Locked 40.3 535 1124
17 Locked 40.3 533 999
18 Locked 40.3 488 1058
19 Locked 40.9 495 1160
20 Locked 40.3 495 1118
21 Locked 40.3 590 1031
22 Locked 40.9 481 973
23 Locked 40.9 432 875
24 Locked 40.9 367
728

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 44.8 5120 64 qam 5
2 46200000 43.8 5120 64 qam 7
3 39400000 43.5 5120 64 qam 8
4 53700000 44.3 5120 64 qam 6

 

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+voc-b.cm

 

Primary Downstream Service Flow
SFID 77316
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

 

Primary Upstream Service Flow
SFID 77315
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


Network Log
Time Priority Description
27/05/2021 10:46:48 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 08:18:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 08:18:31 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 08:18:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 08:18:22 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 07:26:41 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;
27/05/2021 07:25:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 07:24:44 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;
27/05/2021 07:23:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 07:23:25 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;
27/05/2021 07:22:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 07:22:53 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 07:22:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 07:22:5 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;
27/05/2021 07:22:3 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 07:21:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 07:20:46 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;
27/05/2021 07:19:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 07:19:19 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 07:18:56 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;

 

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CarlosFernandez
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Message 2 of 20
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Re: Internet continuos disconnections

Hi,

This morning I have had again several line drops until the router connected again. Below is the report:

 

Regards,

Carlos

 

Network Log
Time Priority Description
28/05/2021 07:45:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 07:43:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 07:42:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 07:40:39 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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newapollo
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Message 3 of 20
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Re: Internet continuos disconnections

Hi CarlosFernandez,

Looking at the logs you have a few T4 timeouts which shouldn't be happening.

Can you please go round and check all the cables are snug and secure, with no kinks, especially the white coaxial cable.

It's possible there's some local work going on. Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.

If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

You've got quite a few post RS errors - I'd normally say reboot the hub to clear these, but with the T4 errors I think it may be best to leave them for now so one of the more knowledgeable gurus on the forum can have a look and advise further.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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Ayisha_B
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Re: Internet continuos disconnections

Hi @CarlosFernandez,

 

Welcome to our Community Forums and thanks for posting. 

 

I am sorry to hear you are experiencing issues with your broadband continuously disconnecting. I've taken a look at your account and can see you are impacted by an area outage. You might find that you don't have any Virgin Fibre, Virgin TV, TiVo® or Interactive TV services at the moment. 

 

This was first raised on 28th May 2021 02:02 and the current estimated time of fix is 31st May 2021 12:00.

 

The Fault Reference Number for this is F009054116 should you need it for updates. 

 

Our engineers are working hard to restore your services as soon as possible.

 

Ayisha_B
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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CarlosFernandez
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Message 5 of 20
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Re: Internet continuos disconnections

Hi Ayisha,

Thanks for your support. But, the "issues" are still happening. Today I was in the middle of a meeting, when the line drop off, and I had to use my mobile phone as router (O2) to continue working. 

I have spoken with a neighbour also with Virgin Media, and he is in the same situation, with continuous disconnections. 

Please, we need this to be fixed..

Kind regards,

Carlos

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Martin_N
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Re: Internet continuos disconnections

Hi CarlosFernandez,

 

Thank you for your post. 

 

Our apologies you're having an issues with your services. 

 

I have taken a look on our side and it showing that some work is being done in your area. This can affect your services. 

 

The reference is: C01202240

 

The current estimated resolve date is: 15 JUN 2021 15:00

 

^Martin

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mmhiqbal
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Re: Internet continuos disconnections

Dear Virgin Media

I am the next-door neighbour of Carlos and I am having the same problems over the last 2-3 months. Even yesterday evening at 5-7 pm I had intermittent internet. I had an VM engineering visiting my house who checked all internal connections which are all fine, but I still have an intermittent connection. This is a huge disappointment for me as I need to work from home and without a good internet connection, VM is in breach of the contract. We want this problem to resolved and want to a constant internet service.  If this cannot be provided then I will consider stopping my direct debit and take the matter to Financial Ombudsman for VM to provide such a bad service and charging me so much money every month. 

Kind regards, 

Mash-Hud Iqbal  

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Martin_N
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Re: Internet continuos disconnections

Hi mmhiqbal,

 

Thank you for your post and welcome to the community. 

 

Our apologies you're having an issues with your services.

 

As with CarlosFernandez I can see you have the reported work in your area. 

 

This is also under the reference: C01202240

 

And the current estimated resolve date is: 15 JUN 2021 15:00

 

While we do appreciate your frustration with this. I would advise that we don't offer a fault free service and faults/maintenance work can occur and these can affect your service. 

 

We will always work to complete any work or fix any fault as quickly as possible. 

 

We don't advise cancelling your direct debit as missed payments can affect your credit file. 

 

^Martin

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Z92
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Message 9 of 20
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Re: Internet continuos disconnections

If you require a internet to work from home then it is advantageous to have a backup connection - a lot people who require a working connection either have both BT and Virgin, or Virgin plus a mobile SIM which they can swap between easily.

Remember that you are using a residential package and as such, service isn't guaranteed. If you require a SLA, then you need to enquire about a business grade service.

 

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mmhiqbal
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Re: Internet continuos disconnections

Hi Martin

 

Thanks for your note. I am sure no one expects faultless service. However, the number of times we have had the same faults over last two months or so it is unexpected. 

 

I will write you back once I have experienced the same fault again and please find a technically consistent answer for the next time. Please do investigate how many times we have had intermittent connections over the past weeks and let us know how many times they were due to maintenance issues. The truth may be you are having an infrastructure issue in Cambridge and you are not willing to admit to your customers here but continue to charge us the expensive rate. 

 

Mash-Hud 

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