Virgin Media Community

[aaaaaargh]

Hi - I'm in North London. Virgin broadband usually very solid (been with them for 15 years) but yesterday and today the connection has been dropping every few miniyes. Yesterday it started about midday and went on to about 1am. Seemed ok this morning but it's just started again (about 8.45pm).

Virgin shows no local outage. I tried telephone support and went through the usual reboot etc, no joy (unsurprisingly).

Hub 3.0 in modem mode:

Status

Item Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

[aaaaaargh]

Downstream Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 139000000 -1.5 36 256 qam 1 2 147000000 -1.7 36 256 qam 2 3 155000000 -2.2 36 256 qam 3 4 163000000 -2.4 36 256 qam 4 5 171000000 -2.4 37 256 qam 5 6 179000000 -2.5 36 256 qam 6 7 187000000 -2.7 37 256 qam 7 8 195000000 -3 37 256 qam 8 9 203000000 -3.5 37 256 qam 9 10 211000000 -3.7 37 256 qam 10 11 219000000 -3.9 37 256 qam 11 12 227000000 -3.7 36 256 qam 12 13 235000000 -3.4 37 256 qam 13 14 243000000 -3.2 37 256 qam 14 15 251000000 -3.5 37 256 qam 15 16 259000000 -4 37 256 qam 16 17 267000000 -4.5 37 256 qam 17 18 275000000 -4.2 37 256 qam 18 19 283000000 -3.7 37 256 qam 19 20 291000000 -3.7 37 256 qam 20 21 299000000 -4.2 37 256 qam 21 22 307000000 -4.7 37 256 qam 22 23 315000000 -4.2 37 256 qam 23 24 323000000 -3.7 37 256 qam 24 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 36.6 13424 24548 2 Locked 36.3 13132 22481 3 Locked 36.6 13372 63868 4 Locked 36.6 11945 73345 5 Locked 37.3 12890 19194 6 Locked 36.6 12319 66346 7 Locked 37.3 12928 49563 8 Locked 37.3 13203 22678 9 Locked 37.6 13223 22920 10 Locked 37.3 13243 21422 11 Locked 37.3 13143 20217 12 Locked 36.6 13215 20454 13 Locked 37.3 13166 18372 14 Locked 37.6 13177 18396 15 Locked 37.3 13261 18707 16 Locked 37.6 13138 17868 17 Locked 37.3 12978 22522 18 Locked 37.3 13087 18454 19 Locked 37.3 13332 18331 20 Locked 37.6 13155 18196 21 Locked 37 13111 19710 22 Locked 37.6 13042 20154 23 Locked 37.3 13408 18480 24 Locked 37.3 13849 18042 Upstream Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 53700000 50 5120 64 qam 2 2 60300000 50 5120 64 qam 1 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 Network Log Time Priority Description 29/05/2021 20:30:34 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:30:14 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:30:4 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:29:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:29:4 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:35 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:34 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:34 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:11 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:28:10 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:46 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:46 Warning! TCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:46 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:39 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;C[REMOVED]MTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:27:15 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:01:53 Warning! ToD request sent - No Response received;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:01:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:22:30 critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/05/2021 20:22:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;

[aaaaaargh]

ugh - sorry about the loss of formatting

[Paulina_Z]

Hi @aaaaaargh,

Welcome to our Community Forum! Thank you for your first post and I'm sorry to hear that you're being impacted by this connection issue!

Have you take a look at our Broadband diagnostic page to see if this can help locate the core of the problem? Can you tell us if this connection issue is impacting your WiFi connection only, or wired connection too?

I have been able to locate your account, but I'm having some trouble looking at your power levels. Would you be able to reboot your Hub and let me know once it's rebooted, so we can try again?

The power levels will let us know if there's an underlying issue causing your connection problems.

Please get back to me when you can. 🙂

Thanks!

[aaaaaargh]

Hi Paulina_z

The hub is in modem mode so wifi is not relevant. I am able to browse to it and see no internal network issues, the only problem is the frequently dropping internet connection.

Today (Tuesday) it was fine until 4.20pm and then dropped.

I've tried the diagnostic page and it's no help.

I have rebooted the superhub so please go ahead and check the power.

Many thanks

[aaaaaargh]

I reset the superhub 3 last night about 10pm. Connection was great afterwards but gone again when I got up this morning about 7.45am

Here's the logs now (8.25 am)

Item Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

[aaaaaargh]

Downstream: 

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

1	331000000	-6.5	36	256 qam	25
2	251000000	-6.7	35	256 qam	15
3	259000000	-7.5	35	256 qam	16
4	267000000	-8	35	256 qam	17
5	275000000	-7.5	34	256 qam	18
6	283000000	-6.9	35	256 qam	19
7	291000000	-7	35	256 qam	20
8	299000000	-7.5	34	256 qam	21
9	307000000	-8	34	256 qam	22
10	315000000	-7.2	35	256 qam	23
11	323000000	-6.7	36	256 qam	24
12	339000000	-6.5	35	256 qam	26
13	347000000	-7.2	35	256 qam	27
14	355000000	-7.2	35	256 qam	28
15	363000000	-6.7	36	256 qam	29
16	371000000	-6.2	35	256 qam	30
17	379000000	-6.5	36	256 qam	31
18	387000000	-7.4	35	256 qam	32
19	395000000	-6.9	36	256 qam	33
20	403000000	-5.9	35	256 qam	34
21	411000000	-5.7	35	256 qam	36
22	419000000	-6.2	34	256 qam	37
23	427000000	-6.5	36	256 qam	38
24	435000000	-5.9	37	256 qam	39

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	36.6	2348506	2947345
2	Locked	35.7	2373076	3454949
3	Locked	35.9	2394386	3981809
4	Locked	35.7	2275176	7102338
5	Locked	34.7	2366909	5785512
6	Locked	35.4	2371166	3467674
7	Locked	35.5	2369885	3495106
8	Locked	34.2	2310324	6392762
9	Locked	34.6	2348133	5515159
10	Locked	35.7	2368790	3337013
11	Locked	36.1	2357013	3145792
12	Locked	35.2	2347941	2943458
13	Locked	35.7	2352019	3046913
14	Locked	35.7	2354187	3071692
15	Locked	36.1	2342359	2932720
16	Locked	35	2332653	3006084
17	Locked	36.6	2338619	3011309
18	Locked	35.9	2343205	2948168
19	Locked	36.1	2338296	2897326
20	Locked	35.7	2322185	2968314
21	Locked	35.9	2313029	3087502
22	Locked	34.3	2326535	2986155
23	Locked	36.8	2334159	2958904
24	Locked	37	2322354	3041214

[aaaaaargh]

Upstream

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

1	53700000	51	5120	16 qam	2
2	46200000	52.2	5120	16 qam	3
3	60300000	51.5	5120	16 qam	1
4	39400000	52.2	5120	16 qam	4

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	31	0
2	ATDMA	0	0	22	0
3	ATDMA	0	0	12	0
4	ATDMA	0	0	18	0

[aaaaaargh]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	102326
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	102325
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[aaaaaargh]

Network log

Refresh data

Network LogTime Priority Description

02/06/2021 07:21:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:21:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:20:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:20:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:20:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:20:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:18:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:17:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:15:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:15:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:14:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:14:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:12:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 07:12:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;