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prosodyspeaks
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constantly disconnecting

hi, virgin media is down as often as up and is totally screwing with my work. any help much appreciated, logs follow

Downstream bonded channels

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

13310000000.440256 qam25
2203000000-3.538256 qam9
3211000000-3.438256 qam10
4219000000-2.738256 qam11
5227000000-2.538256 qam12
6235000000-2.538256 qam13
7243000000-2.538256 qam14
8251000000-1.738256 qam15
9259000000-1.538256 qam16
10267000000-1.538256 qam17
11275000000-1.438256 qam18
12283000000-0.438256 qam19
13291000000-0.240256 qam20
14299000000-0.538256 qam21
15307000000040256 qam22
163150000000.740256 qam23
173230000000.238256 qam24
18339000000140256 qam26
193470000001.240256 qam27
203550000001.240256 qam28
21363000000140256 qam29
223710000001.740256 qam30
233790000001.740256 qam31
243870000001.540256 qam32



Downstream bonded channels

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

1Locked40.360
2Locked38.9170
3Locked38.6130
4Locked38.9130
5Locked38.9110
6Locked38.980
7Locked38.980
8Locked38.960
9Locked38.670
10Locked38.980
11Locked38.9150
12Locked38.940
13Locked40.3200
14Locked38.900
15Locked40.310
16Locked40.340
17Locked38.660
18Locked40.3150
19Locked40.3190
20Locked40.9190
21Locked40.3130
22Locked40.9130
23Locked40.370
24Locked40.300

 

Upstream bonded channels

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

16030001457512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030

Network Log

Time Priority Description

26/10/2021 15:32:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:48:51criticalReceived 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;
26/10/2021 14:44:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:44:40criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:12:10criticalReceived 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;
26/10/2021 14:08:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:08:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:04:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:04:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:45:38criticalReceived 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;
26/10/2021 13:41:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:41:45criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:40:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:40:51criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:39:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:39:45criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:38:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:38:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tudor
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Re: constantly disconnecting

You only have 1 upstream channel when there should be 4 and it’s power level is way too high.

Check with Area faults on  0800 561 0061 or if you have a VM landline 150

If no faults found, you will definitely need a technician’s visit to rectify,

Call Customer Services on 0345 454 1111 or if you have a VM landline 150


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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John_GS
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Re: constantly disconnecting

Hi @prosodyspeaks

 

Thanks for posting and welcome to the community.

 

My apologies for the broadband issues. 

 

I've checked the system and @Tudor is right in what they're saying. We do need a tech. 

 

I'll send you a PM now to get this booked in. 

 

Best,

 

John_GS
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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prosodyspeaks
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Re: constantly disconnecting

thanks john!

 

big love for reaching out via pm

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John_GS
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Helpful Answer

Re: constantly disconnecting

Hi @prosodyspeaks

 

Thanks for joining me on PM.

 

Just to update the thread, the engineer visit was booked in. 

 

This can be tracked and/or altered in your online account

 

Let us know how the visit goes or if you ever need anything, please do not hesitate to pop us a public post.

 

Best,

John_GS
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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prosodyspeaks
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Re: constantly disconnecting

wow, that's some decent customer service!

thanks so much

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Steven_L
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Re: constantly disconnecting

You're very welcome @prosodyspeaks and please do let us know how the visit goes.

 

Regards,

Steven_L

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