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Re: Random disconnects

Hammer1963
Joining in

I’m getting the same problems.  I still think it’s the age of my router

Status

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)
299000000
Locked
Ranged Upstream Channel (Hz)
43100000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

12990000003.940256 qam21
21390000005.540256 qam1
31470000005.340256 qam2
41550000005.440256 qam3
51630000005.140256 qam4
6171000000540256 qam5
7179000000540256 qam6
8187000000540256 qam7
91950000004.540256 qam8
102030000004.340256 qam9
112110000004.140256 qam10
12219000000440256 qam11
132270000003.740256 qam12
142350000003.540256 qam13
152430000003.540256 qam14
16251000000340256 qam15
172590000002.740256 qam16
182670000002.740256 qam17
192750000002.540256 qam18
202830000002.540256 qam19
212910000003.540256 qam20
223070000003.240256 qam22
23315000000340256 qam23
243230000003.240256 qam

24

 

Upstream bonded channels

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

14310000041.5512064 qam10
22360000040512064 qam13
33010000041.5512064 qam12
43660000041.5512064 qam11
54960000043512064 qam9

 

SFID22808
Max Traffic Rate287500061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID22807
Max Traffic Rate27500061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

17/04/2023 20:14:40noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 16:46:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2023 00:05:29noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2023 00:08:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2023 10:54:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2023 10:54:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2023 08:37:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2023 19:38:54noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2023 02:42:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2023 02:31:35noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2023 02:31:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2023 19:23:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2023 14:45:35noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2023 09:24:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2023 09:24:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2023 09:24:38ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 09:01:2noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2023 10:23:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2023 18:46:20noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2023 18:00:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

7 REPLIES 7

lotharmat
Community elder
There's a lot of ATOM (Hub OS) restarts - the hub certainly isn't happy



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

How do I get a new router from Virgin?  Can never seem to get the right departmental number

You could call it in as a fault on 150 or 0345 454 1111 from a non-VM phone
It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Thanks. I’ll give it a try later today 

Hi there @Hammer1963 

 

Thank you so much for your post and welcome back to the forums.

 

I am so sorry to hear that you have faced these issues with your service. Can I ask how things have been looking since your last post? 

I spoke to customer service and they got me to change some settings. The range is still bad and I’ve not checked the logs yet. I still think I should be offered a new updated router, as this one is over 3 years old

Apologies this is still ongoing for you @Hammer1963 

I have double checked everything at our side and there is no issues in the area or with your router's specs. I can see that you have spoken with the team since and have a plan in place to try and resolve. Keep us updated with how you get on. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

Here to help 🙂
Virgin Media Forums Agent
Carley