Menu
Reply
Highlighted
  • 9
  • 0
  • 0
Joining in
243 Views
Message 91 of 107
Flag for a moderator

Re: Internet keeps disconnecting

Hi,

I have the same issue, with almost daily disconnects of varying length, please see settings below and can you get back to me asap, thanks

 

Will add network log in separate message due to size limit

Downstream banded channels:

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

12027500000.540256 qam9
22107500000.540256 qam10
32187500000.540256 qam11
42267500000.540256 qam12
52347500000.540256 qam13
62427500000.540256 qam14
72507500000.540256 qam15
82587500000.540256 qam16
92667500000.540256 qam17
102747500000.740256 qam18
112827500000.540256 qam19
122907500000.740256 qam20
13298750000140256 qam21
143067500000.740256 qam22
153147500001.240256 qam23
163227500001.240256 qam24
17402750000140256 qam25
184107500001.440256 qam26
194187500000.940256 qam27
20426750000140256 qam28
214347500000.940256 qam29
224427500000.440256 qam30
234507500000.740256 qam31
244587500000.940256 qam32



Downstream bonded channels

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

1Locked40.970
2Locked40.360
3Locked40.970
4Locked40.970
5Locked40.360
6Locked40.980
7Locked40.360
8Locked40.3100
9Locked40.970
10Locked40.960
11Locked40.370
12Locked40.390
13Locked40.3110
14Locked40.3220
15Locked40.9230
16Locked40.330
17Locked40.32765071050
18Locked40.310933437
19Locked40.3116520
20Locked40.37845740
21Locked40.3105580316
22Locked40.983136261
23Locked40.33881534
24Locked40.35300431

 

Upstream bonded channels

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

1537000004.025512064 qam1
2462000143.875512064 qam2
3394000103.875512064 qam3
4326000003.85512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Joining in
241 Views
Message 92 of 107
Flag for a moderator

Re: Internet keeps disconnecting

And here is network log

 

Network Log

Time Priority Description

28/07/2020 07:52:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 23:08:49criticalReceived 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;
27/07/2020 23:06:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 23:06:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 23:06:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 23:06:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 23:06:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 19:32:51ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 19:09:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 19:01:22Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 07:38:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 14:13:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 08:39:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 07:38:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 05:22:3ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 08:34:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 20:59:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 09:50:38Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 15:31:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 15:28:13Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 1.29K
  • 78
  • 127
Forum Team
Forum Team
237 Views
Message 93 of 107
Flag for a moderator

Re: Internet keeps disconnecting

Hi uberstu,

 

Welcome to our community and thanks for posting. Disappointing to hear you're having issues with our internet services, we understand the frustration caused when things don't work as they should.

 

Looking remotely from our end with the details you have provided form your community profile we cannot see any issues that could be causing the intermittent disconnections you're having. 

 

All power upstream and downstream power levels are with specification and there are no area faults attributing to this issue.

 

When you lose connection is it on all devices connected or one in particular? Also are you connected through a wired or wireless connection?

 

Please let me know of the above so we can assist you further. 

 

Kind regards Jodi

 

0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Joining in
227 Views
Message 94 of 107
Flag for a moderator

Re: Internet keeps disconnecting

Hi Jodi,

Thanks for quick reply. All devices are currently connected via wi fi (no ethernet) because unfortunately the cables start in the bedroom not the lounge. And all devies are affected, yes, total blackout.

Last night it went off for some time, I think corresponding to the various log entries around 11pm, does this not help to figure out what happened?

Thanks,

Stu

0 Kudos
Reply
Highlighted
  • 1.29K
  • 78
  • 127
Forum Team
Forum Team
223 Views
Message 95 of 107
Flag for a moderator

Re: Internet keeps disconnecting

Thanks for coming back to me uberstu,

 

Does it happen around the same time most nights? We will take another look at the logs for you.

 

Can we ask if you have performed a pin hole reset on the hub at all? 

 

Kind regards Jodi

 

 

0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Joining in
222 Views
Message 96 of 107
Flag for a moderator

Re: Internet keeps disconnecting

Hiya,

No it is pretty random, when it happens. Normally just for a few minutes but last night was over an hour, in the end I went to bed so don't know how long it would have lasted.

Have not tried reset as yet, happy to try later today, in the meantime please keep me posted 🙂

Thanks

0 Kudos
Reply
Highlighted
  • 731
  • 34
  • 71
Forum Team
Forum Team
210 Views
Message 97 of 107
Flag for a moderator

Re: Internet keeps disconnecting

Give the pinhole reset a bash and let us know how you get on, I am sure you know how to do it but if you need some help just click here

 

Kind regards 

Zak_M 

0 Kudos
Reply
Highlighted
  • 1
  • 0
  • 0
Joining in
169 Views
Message 98 of 107
Flag for a moderator

Re: Internet keeps disconnecting

Replying to this thread as it seems to be the best way to get technical attention from Virgin Media on this issue.

I have exactly the same issues has many of the posters on this thread, connection drops randomly for a minute or less and happens frequently throughout the day. An interesting bit of context is this only started happening since I had an engineer in recently to move the location of my Hub 3 to a new room, as I'm now working from home full-time. Therefore, my hunch is this is related to the power levels on the new line, as it wasn't happening prior to the move.

Any help with the issue would be greatly appreciated.

Kind regards,

PH

Router status below:

Downstream bonded channels

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

11390000007.338256 qam1
21470000007.438256 qam2
31550000007.338256 qam3
41630000006.938256 qam4
51710000006.938256 qam5
61790000006.838256 qam6
71870000006.938256 qam7
81950000006.538256 qam8
92030000006.438256 qam9
102110000006.538256 qam10
11219000000638256 qam11
122270000005.938256 qam12
13235000000638256 qam13
14243000000638256 qam14
152510000005.838256 qam15
162590000005.838256 qam16
172670000005.638256 qam17
182750000005.938256 qam18
192830000006.538256 qam19
202910000006.838256 qam20
212990000006.938256 qam21
223070000006.538256 qam22
23315000000738256 qam23
243230000006.938256 qam24



Downstream bonded channels

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

1Locked38.619304169419711
2Locked38.618594485581052
3Locked38.919519204695058
4Locked38.616921591530937
5Locked38.614905016505631
6Locked38.612882173298187
7Locked38.912363495238647
8Locked38.612297311273500
9Locked38.611586684303419
10Locked38.910318671293233
11Locked38.98978716216465
12Locked38.98634754165195
13Locked38.69012187183172
14Locked38.99460815181843
15Locked38.98722193136103
16Locked38.9704392998823
17Locked38.9720162390170
18Locked38.9747341097341
19Locked38.97525101108745
20Locked38.6678347987648
21Locked38.9587110677132
22Locked38.9578237877168
23Locked38.9518358372458
24Locked38.9580974982649

 

Upstream bonded channels

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

1461999075.1512064 qam7
2536999665.075512064 qam6
3394000495.1512064 qam8
4602997465.025512064 qam5

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

0 Kudos
Reply
Highlighted
  • 2.28K
  • 167
  • 300
Superfast
163 Views
Message 99 of 107
Flag for a moderator

Re: Internet keeps disconnecting

Upstream power levels look to be too high, or just below the acceptable level.

Upstream bonded channels

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

1461999075.1512064 qam7
2536999665.075512064 qam6
3394000495.1512064 qam8
4602997465.025512064 qam5

 

Highlighted
  • 6.61K
  • 493
  • 867
Legend
161 Views
Message 100 of 107
Flag for a moderator

Re: Internet keeps disconnecting


@patrickhamann wrote:

Replying to this thread as it seems to be the best way to get technical attention from Virgin Media on this issue.


... snip ...

 


If you want assistance you need to start your own thread.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
0 Kudos
Reply