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InS93
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Message 31 of 88
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Re: Internet keeps disconnecting

I have same problem when i move in to new house. 


Cable Modem Status
Item Status Comments
Acquired Downstream Channel(Hz)
298750000
Locked
Ranged Upstream Channel(Hz)
46200000
Locked
Provisioning State Online

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

12987500003.237.3256 qam9
23227500003.437.6256 qam12
3314750000337.6256 qam11
43067500003.237.6256 qam10
52907500003.237.3256 qam8
6282750000337.6256 qam7
72747500003.238.6256 qam6
82667500003.538.9256 qam5
92587500003.538.6256 qam4
102507500003.538.9256 qam3
112427500003.438.9256 qam2
122347500003.238.6256 qam1

 

Upstream bonded channelsChannel IDFrequency(Hz)ModePower
(dBmV)ModulationChannel Bandwidth(Hz)Symbol Rate (ksps)4946200000ATDMA44.316 qam640000051205132600000ATDMA44.316 qam64000005120

 

Operational Configuration General Configuration Value

Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
Va8201799de4e3b26.cm
Primary Downstream Service Flow
SFID21344
Max Traffic Rate57600000
Primary Upstream Service Flow
SFID31515
Max Traffic Rate3250000

 

also i dont understand why virgin media sent engineer to my house and charge me for that if he dont have to do anythink in my house. I connected my router to box when i moved to my new house and my broadband has working fine they just need to change my adres so they disconected my broadboand (8/28/2017) and when engineer visit my house (9/28/2017) he just sent signal to my new adress. Virgin media , moving house help line are useless and they just keep saying same think all time you cant even explain for them what you dont and what you need they just want your new adress and sent engineer...

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Forum Team (Retired) Heather_J
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Message 32 of 88
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Re: Internet keeps disconnecting

Hi InS93,

Thanks for joining us here on the Community 😄

Sorry for the problems you're having at the moment. I want to look into this further, so I'll send you a PM (purple envelope, top right).

Catch you soon,

Take care.

Heather_J

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


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mstoker
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Message 33 of 88
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Re: Internet keeps disconnecting

I have also had this problem over the last few weeks where devices connect then lose connection.

Downstream and upstream as below.

Can someone advise please?

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)218750000170750000178750000186750000194750000202750000210750000226750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID71234568
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)4.444.194.184.113.984.164.314.60
RxMER (dB)37.9438.2638.2637.9438.6138.6138.2638.61
Pre RS Errors77868417397509298281286297
Post RS Errors321281300295291277278286

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID62616364
Frequency (Hz)39400000462000003260000025800000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation16QAM16QAM16QAM16QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)47.0047.5046.2546.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

 

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jimkirkby
On our wavelength
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Message 34 of 88
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Re: Internet keeps disconnecting

This is not Upstream power issues. This is a DHCP issue. When will Virgin move to a support model that embraces ITIL and understand that the collection of incidents across a plethora of notes is in fact, a problem?

This is a DHCP issue. When will Virgin move to a support model that embraces ITIL and understands that the collection of incidents across a plethora of notes on their community platform is in fact, a problem?

 

 

 

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Vitalijs
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Message 35 of 88
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Re: Internet keeps disconnecting

Hi. I have a same problem. I think for about few years. Sometimes broadband disconnected once a day I just switched him off for few minutes and it was help. but today he **bleep** me off. Disconnected about 20 times for few hours. This is ridiculous. Fully agree about guys when you ring on VM. They are useless. Someone can help please with my problem. Because I really start think to change a supplier.
Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 203000000 211000000 219000000 227000000 235000000 243000000 251000000 259000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 1 2 3 4 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) 3.65 3.81 3.98 4.19 4.16 4.03 4.12 4.04
RxMER (dB) 38.26 38.26 38.26 38.26 39.40 38.61 38.98 38.98
Pre RS Errors Reset Counter 321 343 280 284 315 292 284 319
Post RS Errors Reset Counter 292 303 279 279 308 279 276 313


Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 N/A N/A
Channel ID 43 44 N/A N/A
Frequency (Hz) 32600000 25800000 N/A N/A
Ranging Status Success Success Other Other
Modulation 16QAM 16QAM N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 2 2 N/A N/A
Power Level (dBmV) 42.50 42.75 N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0


Network Log
First Time Last Time Priority Error Number Description
09/11/2017 22:58:37 GMT 09/11/2017 22:58:37 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
09/11/2017 22:58:31 GMT 09/11/2017 22:58:31 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
09/11/2017 21:26:02 GMT 09/11/2017 21:26:02 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
09/11/2017 20:15:17 GMT 09/11/2017 20:15:17 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
09/11/2017 19:37:51 GMT 09/11/2017 19:37:51 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
09/11/2017 16:54:16 GMT 09/11/2017 16:54:16 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
09/11/2017 11:27:06 GMT 09/11/2017 11:27:06 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
09/11/2017 00:32:46 GMT 09/11/2017 00:32:46 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
05/11/2017 16:34:23 GMT 05/11/2017 16:34:23 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
04/11/2017 21:21:10 GMT 04/11/2017 21:21:10 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
04/11/2017 21:21:04 GMT 04/11/2017 21:21:04 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
03/11/2017 17:24:14 GMT 03/11/2017 17:24:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/11/2017 17:24:08 GMT 03/11/2017 17:24:08 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
03/11/2017 13:07:34 GMT 03/11/2017 13:07:34 GMT Error (4) 68000407 TOD established

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Luckyjfl
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Message 36 of 88
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Re: Internet keeps disconnecting

I keep getting the same problem. I have posted this before but so far have not had a reply to my problem. I personally think it is the Super 2 which is the main culprit.  I tried all the normal things like switching off the router and rebooting. on/ off  on/off   on /off. I am getting fed up of this. As much as I appreciate the speed I am on, it is a waste of time if I cannot stay on the blooming net that I am paying good money for. Sorry, I do not want to go into a rant.  I just need the blooming thing fixed and as soon as possible, before I consider looking for another ISP..

 

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Matt26
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Message 37 of 88
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Re: Internet keeps disconnecting

Hi, new customer here. i'm getting 'no ranging response received' errors in the logs. It cuts out maybe 4-5 times a day during the day but resolves itself within ten mins. Still annoying though. Can you help?

Logs below:

Downstream bonded channels
Channel    Frequency(Hz)    Power
(dBmV)    SNR
(dB)    Modulation    Channel ID
1    299000000    5    38.9    256 qam    21
2    323000000    4.8    38.9    256 qam    24
3    315000000    4.8    38.9    256 qam    23
4    307000000    4.8    40.3    256 qam    22
5    291000000    5    38.9    256 qam    20
6    283000000    5.1    40.3    256 qam    19
7    275000000    5.5    38.9    256 qam    18
8    267000000    5.1    38.9    256 qam    17
9    259000000    4.9    38.6    256 qam    16
10    251000000    4.4    38.9    256 qam    15
11    243000000    4.1    40.3    256 qam    14
12    235000000    4    40.3    256 qam    13
13    227000000    4.1    38.9    256 qam    12
14    219000000    4    38.6    256 qam    11
15    211000000    4    40.3    256 qam    10
16    203000000    4    40.3    256 qam    9
17    195000000    4    40.3    256 qam    8
18    187000000    3.7    38.6    256 qam    7
19    179000000    3.7    38.9    256 qam    6
20    171000000    3.7    40.3    256 qam    5
21    163000000    3.7    38.9    256 qam    4
22    155000000    3.5    38.9    256 qam    3
23    147000000    3.5    38.6    256 qam    2
24    139000000    3.2    38.9    256 qam    1
Upstream bonded channels
Channel ID    Frequency(Hz)    Mode    Power
(dBmV)    Modulation    Channel Bandwidth(Hz)    Symbol Rate (ksps)
88    25800000    ATDMA    54    64 qam    6400000    5120
86    39400000    ATDMA    54    64 qam    6400000    5120
Network Log
Date And Time    Error Number    Event Description
2018-01-31 18:34:02.00    82000200    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-31 19:04:00.00    82000400    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;
2018-01-31 19:04:58.00    82000200    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-31 19:09:08.00    82000400    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;
2018-01-31 19:10:08.00    82000200    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-31 19:10:46.00    82000400    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;
2018-01-31 19:11:07.00    84020200    Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-31 19:11:07.00    84020300    MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-31 19:12:05.00    82000200    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-31 19:48:04.00    82000400    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;
2018-01-31 19:49:07.00    82000200    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-31 22:26:38.00    84000700    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-01 16:00:46.00    82000200    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-01 16:01:31.00    82000400    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;
2018-02-01 16:12:16.00    84000700    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-01 16:19:25.00    82000200    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-01 16:40:45.00    84000700    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-01 16:55:12.00    82000200    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-02-01 16:55:51.00    82000400    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;
2018-02-01 16:56:40.00    82000200    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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fandangoo99
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Message 38 of 88
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Re: Internet keeps disconnecting

My connection disconnects on a daily basis and seems very temperamental. Takes several minutes to re-establish a connection each time.
Very annoyed with this now as it's been on-going ever since I got a new superhub installation. Please help!

1.JPG2.JPG

[MOD EDIT: Inappropriate Image removed (contains MAC address), please review the Forum Guidelines]

 

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Luckyjfl
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Message 39 of 88
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Re: Internet keeps disconnecting

This has been resolved. Visit from VM sorted it out. Thank you so much.

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Forum Team (Retired) Kaz_A
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Message 40 of 88
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Re: Internet keeps disconnecting

Hi Matt26

My apologies that you have been having issues with the connection 😞

Can you let us know if this is still happening?

I can see you spoke to a colleague of mine today and they have advised you to monitor this for 24 hours.

Keep us posted.


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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