Virgin Media Community

[darren-w-gray]

So, having a technician take a look at things yesterday.

Nothing seems to have changed 

[Lee_R]

Hi darren-w-gray thanks for getting back to us.

Sorry to hear the technician visit has not resolved your intermittent connection issue.  I can see that you're still liaising with my colleague Carley regarding this issue, so I am going to leave you in her very capable hands.  Do please keep us updated though.

Regards

Lee_R

[darren-w-gray]

Cheers Lee,

Appreciate the touching base. It reminded me to update my BQM after an area outage at the weekend - and gave me a chance to move over to Modem Mode (I only went back to Router mode for fault finding).

Will also post up to date tables shortly for Carley.

[darren-w-gray]

Downstream bonded channels

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

1	659000000	7	38	256 qam	32
2	507000000	4.4	36	256 qam	13
3	515000000	4.5	36	256 qam	14
4	523000000	5	36	256 qam	15
5	531000000	5	37	256 qam	16
6	539000000	5.4	37	256 qam	17
7	547000000	5.3	37	256 qam	18
8	555000000	5.4	37	256 qam	19
9	563000000	5.5	37	256 qam	20
10	571000000	5.3	37	256 qam	21
11	579000000	5.8	37	256 qam	22
12	587000000	5.1	37	256 qam	23
13	595000000	5.5	37	256 qam	24
14	603000000	5.6	37	256 qam	25
15	611000000	5.5	37	256 qam	26
16	619000000	5.8	37	256 qam	27
17	627000000	5.8	37	256 qam	28
18	635000000	5.6	37	256 qam	29
19	643000000	6.4	37	256 qam	30
20	651000000	6	37	256 qam	31
21	667000000	7.1	37	256 qam	33
22	675000000	7.5	37	256 qam	34
23	683000000	7.3	37	256 qam	35
24	691000000	7.9	38	256 qam	36

Downstream bonded channels

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

1	Locked	38.6	776	0
2	Locked	36.6	659	0
3	Locked	36.6	642	0
4	Locked	36.3	666	2
5	Locked	37.3	551	0
6	Locked	37.3	672	0
7	Locked	37.3	724	0
8	Locked	37.3	848	0
9	Locked	37.3	697	0
10	Locked	37.3	802	0
11	Locked	37.6	704	0
12	Locked	37.6	679	0
13	Locked	37.3	732	20
14	Locked	37.6	773	0
15	Locked	37.6	696	0
16	Locked	37.3	785	0
17	Locked	37.3	815	0
18	Locked	37.3	774	0
19	Locked	37.6	807	0
20	Locked	37.6	860	0
21	Locked	37.6	697	0
22	Locked	37.6	879	0
23	Locked	37.6	707	0
24	Locked	38.6	725	0

[darren-w-gray]

Upstream bonded channels

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

1	53700000	42.3	5120	64 qam	10
2	39400000	40.8	5120	64 qam	12
3	46200000	40.8	5120	64 qam	11
4	60300000	42.3	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[darren-w-gray]

Network Log

Time Priority Description

22/05/2022 06:29:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 06:29:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 06:25:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 06:25:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 06:20:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 06:20:54	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 05:34:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 05:34:18	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:53:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:53:12	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:51:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:51:53	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:50:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:50:33	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:49:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:49:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:47:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:47:33	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:47:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:47:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Matthew_ML]

Hey darren-w-gray, thank you for reaching out and I'm sorry to see you are having some connection issues on a wire and WIFI connection.

How often has this been going on, and when do you find it most dropping on the WIFI or cable connection? 

I've also had a look at our end and everything is health wise with the levels and there is no outage / planned work.

How has it been since you've been in modem mode, have you seen any major differences? Thanks 

[darren-w-gray]

Hi Matt,

Having left it a week or so, trying to hope it would settle, I am still seeing the dropouts across the connection.
It does not appear to be the router, I still have access within my network; but I have to turn off and on the wifi again on my phones to regain Wifi.

[Vikki_M]

Hi @darren-w-gray

Does this happen with any other devices or just your phone?

Does this happen in multiple locations in your home?

Please pop back to us when you can.

[darren-w-gray]

Hi Vikki,

It does not happen as often as it was before the tech come out, but still happens.

It can happen when I am within a few foot and direct line of sight, as much as on the other floor of the house.

It happens to some of the devices on WiFi, but also noticeable on wired devices as well. Theee is no discernable patten though as not all the devices are active at the same time.