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Forum Team (Retired) Kaz_A
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Message 41 of 88
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Re: Internet keeps disconnecting

Hi fandangoo99

Many thanks for taking the time to get in touch with us.

I am sorry to see that your services are impacted in this way 😞 I have checked and your levels are running a little high so we do need to book a tech for you.

I've sent a PM to you to arrange this and you can find this on the forums on the top right hand side in the purple envelope.

Hope to speak soon!

 


Forum Team

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Forum Team (Retired) Kaz_A
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Message 42 of 88
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Re: Internet keeps disconnecting

Hi fandangoo99

My apologies, I am currently unable to send a PM to you.

Our Mods have also checked into this and they are unable to enable this for you.

Can you please contact our teams to book a technician as you do need to do this to correct the issues you are having.

I am sorry to ask but if we cannot PM you for the time being we are unable to handle personal information needed to verify details to book this for you as this would then be on our public forums.

You can contact them via 150 or 0345 454 1111 or via Webchat for any billing or package related queries where they can clear security with you.

Webchat can be contacted via the site online and you can speak to them if you prefer this option by choosing the Chat Online option:

E.G-Account and Billing > Manage Your Account Online

Let us know how this goes for you.


Forum Team

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fandangoo99
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Message 43 of 88
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Re: Internet keeps disconnecting

Thanks for the quick reply, please could you now try to send me the PM.
Hopefully it should work now!

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Forum Team (Retired) Kaz_A
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Message 44 of 88
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Re: Internet keeps disconnecting

Will do 🙂

Fingers crossed this works!

Let me know if you get it 😄

 


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joshdj123
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Message 45 of 88
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Re: Internet keeps disconnecting

Same things happening to me if anyone can help, i know its an old question but just in case. 

status

Acquired Downstream Channel(Hz)
299000000
Locked
Ranged Upstream Channel(Hz)
39400000
Locked
Provisioning State
Online

Downstream 

12990000005.440.9256 qam21
2323000000540.9256 qam24
3315000000540.3256 qam23
4307000000540.9256 qam22
5291000000540.9256 qam20
62830000005.540.3256 qam19
72750000005.540.9256 qam18
82670000005.940.9256 qam17
92590000005.840.9256 qam16
102510000005.640.3256 qam15
11243000000640.9256 qam14
122350000006.440.9256 qam13
132270000006.640.3256 qam12
14219000000743.3256 qam11
152110000007.343.3256 qam10
162030000007.340.9256 qam9
171950000007.544.6256 qam8
181870000007.843.3256 qam7
19179000000843.3256 qam6
201710000008.340.9256 qam5
211630000008.540.3256 qam4
22155000000940.9256 qam3
231470000009.540.3256 qam2
241390000009.943.3256 qam1

 

upstream

239400000ATDMA43.816 qam64000005120
425800000ATDMA43.816 qam64000005120
332600000ATDMA43.816 qam64000005120
146200000ATDMA43.816 qam64000005120

network log

2018-02-05 17:50:36.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-06 01:04:03.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-06 01:04:03.0068010600DHCP Renew - lease parameters tftp file-V3c1310bb03cca99.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-06 03:13:55.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 14:11:37.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-07 16:56:19.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-08 10:41:35.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-09 09:37:10.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-09 11:43:05.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-09 20:36:14.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-09 20:54:56.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-10 02:05:46.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-10 02:30:29.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-10 04:50:32.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-10 05:01:34.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-10 06:12:55.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-10 07:35:21.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-10 07:35:21.0068010600DHCP Renew - lease parameters tftp file-V3c1310bb03cca99.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-10 11:09:25.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-10 12:38:11.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks, Josh. 

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Forum Team (Retired) Emma_E
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Message 46 of 88
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Re: Internet keeps disconnecting

Hi joshdj123, 

 

Welcome to the forums, I am sorry to see you have had trouble with your connection. 

 

I have taken a look and it seems your downstream power levels are too high. 

 

I would like to get an engineer out to take a look for you. 

 

I will pop you a PM to get this arranged. 

 

Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma


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


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Seamyopr
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Message 47 of 88
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Re: Internet keeps disconnecting

Hey! 

Sorry to hear you're having trouble.

personally I think it's down to them rolling out this hotspot were Virgin media customers routers/modems are being used as hotspots for virgin media customers!

And it slows our connections down, give them a ring and ask about that!

Thanks for reading:)

Have a blessed day!

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Message 48 of 88
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Re: Internet keeps disconnecting

Hi everyone, sorry I know this is an old post but it seems to be the most helpful (especially since it is solved). For the past 5 or 6 months I have had consistent problems with Virgin Media. The internet seems to drop randomly without cause. The modem lights up with all green lights and just enters a seemingly endless loop of resetting itself. I have called virgin several times, and twice they have sent engineers. The first engineer changed some cables outside, which changed nothing. The second engineer replaced the SuperHub 2.0 with the HUB 3.0, which only caused more problems (massive packet loss even when the internet didn’t drop.) These are my upstreams and downstreams, as well as my network log. Can someone please have a look at these and help. Thank you for your time.

 

Downstream bonded channels

Channel               Frequency(Hz)  Power

(dBmV) SNR

(dB)       Modulation        Channel ID

1              298750000           4.1          36.3        256 qam               21

2              314750000           4.6          36.6        256 qam               23

3              306750000           4.1          36.6        256 qam               22

4              322750000           5.3          36.6        256 qam               24

5              290750000           3.9          36.6        256 qam               20

6              282750000           3.9          36.6        256 qam               19

7              274750000           4              37.3        256 qam               18

8              266750000           4.4          36.6        256 qam               17

9              258750000           4.6          37.3        256 qam               16

10           250750000           4.6          37.3        256 qam               15

11           242750000           5              37.3        256 qam               14

12           234750000           5              37.6        256 qam               13

13           226750000           4.8          37.3        256 qam               12

14           218750000           4.5          37.3        256 qam               11

15           210750000           4.5          36.6        256 qam               10

16           202750000           4.4          37.6        256 qam               9

17           194750000           4.5          37.3        256 qam               8

18           186750000           4.6          36.3        256 qam               7

19           178750000           4.8          36.6        256 qam               6

20           170750000           5              37.3        256 qam               5

21           162750000           5              37.3        256 qam               4

22           154750000           4.9          37.3        256 qam               3

23           146750000           4.3          36.6        256 qam               2

24           138750000           3.7          36.6        256 qam               1

 

Upstream bonded channels

Channel ID          Frequency(Hz)  Mode    Power

(dBmV) Modulation        Channel Bandwidth(Hz)                Symbol Rate (ksps)

1              46200000             ATDMA 41           16 qam 6400000                5120

2              39400000             ATDMA 41           16 qam 6400000                5120

 

Network Log

Date And Time  Error Number    Event Description

2018-03-04 23:01:22.00  82000700             Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:22.00  82000200             No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:23.00  82000700             Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:23.00  82000200             No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:23.00  82000700             Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:23.00  82000200             No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:24.00  82000700             Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:24.00  82000200             No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:25.00  82000700             Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:25.00  82000200             No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:26.00  82000700             Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:26.00  82000200             No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:27.00  82000700             Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:27.00  82000200             No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:28.00  82000700             Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:28.00  82000200             No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:29.00  82000700             Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:29.00  82000200             No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:30.00  82000700             Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-04 23:01:30.00  82000200             No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 49 of 88
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Re: Internet keeps disconnecting

Hello SearJT, 

Thanks for posting and a warm welcome to the Community 😄

Sorry for the connection problems. I want to investigate, but I can't find your account info. Please either post back to us while connected to your home network, or drop me a PM confirming your name and address and I'll gladly investigate this for you. 

Take care. 

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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Re: Internet keeps disconnecting

Dear Virgin team,

My wifi keeps disconnecting. It has happened for several months and causes annoyance. Could you please offer help? Thanks! Below is the router status

Downstream bonded channels

Channel

Frequency(Hz)

Power
(dBmV)

SNR
(dB)

Modulation

Channel ID

1

267000000

-13.8

34.9

256 qam

17

2

323000000

-13

35.7

256 qam

24

3

315000000

-13.2

35.5

256 qam

23

4

307000000

-13.7

35

256 qam

22

5

299000000

-14.2

34.4

256 qam

21

6

291000000

-14.2

34.4

256 qam

20

7

283000000

-14.2

34.9

256 qam

19

8

275000000

-13.7

35

256 qam

18

9

259000000

-13.9

34.9

256 qam

16

10

251000000

-13.4

35

256 qam

15

11

243000000

-13.7

35

256 qam

14

12

235000000

-12.9

35.7

256 qam

13

13

227000000

-13.3

27.7

256 qam

12

14

219000000

-13.4

27.8

256 qam

11

15

211000000

-13.2

31.6

256 qam

10

16

203000000

-14

34.4

256 qam

9

17

195000000

-13.8

34.9

256 qam

8

18

187000000

-14.5

33.9

256 qam

7

19

179000000

-13.7

35

256 qam

6

20

171000000

-14.8

33.9

256 qam

5

21

163000000

-13.8

33.8

256 qam

4

22

155000000

-13.5

35

256 qam

3

23

147000000

-13.5

34.3

256 qam

2

24

139000000

-13.5

33.4

256 qam

1

 

Upstream bonded channels

 


Frequency(Hz)

Mode

Power
(dBmV)

Modulation

Channel Bandwidth(Hz)

Symbol Rate (ksps)

 

1

37600000

ATDMA

57

64 qam

6400000

5120

 

 

Operational Configuration

General Configuration

Value

Network access

Enabled

Maximum Number of CPEs

1

Baseline Privacy

Enabled

Docsis Mode

Docsis30

Config file

69834ncxv9873254k;f

Primary Downstream Service Flow

SFID

1340

Max Traffic Rate

115100000

Primary Upstream Service Flow

SFID

1339

Max Traffic Rate

6400000

 

 

Network Log

Date And Time

Error Number

Event Description

2018-03-08 22:03:58.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:03:59.00

83010200

Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:04:07.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:04:23.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:04:49.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:04:56.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:05:44.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:06:09.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:07:04.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:07:16.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:07:27.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:07:33.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:10:47.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:11:32.00

83010200

Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:11:40.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:12:03.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:12:53.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:13:23.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:14:45.00

83020200

Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2018-03-08 22:16:51.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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