constantly disconnecting

[prosodyspeaks]

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

1	331000000	0.4	40	256 qam	25
2	203000000	-3.5	38	256 qam	9
3	211000000	-3.4	38	256 qam	10
4	219000000	-2.7	38	256 qam	11
5	227000000	-2.5	38	256 qam	12
6	235000000	-2.5	38	256 qam	13
7	243000000	-2.5	38	256 qam	14
8	251000000	-1.7	38	256 qam	15
9	259000000	-1.5	38	256 qam	16
10	267000000	-1.5	38	256 qam	17
11	275000000	-1.4	38	256 qam	18
12	283000000	-0.4	38	256 qam	19
13	291000000	-0.2	40	256 qam	20
14	299000000	-0.5	38	256 qam	21
15	307000000	0	40	256 qam	22
16	315000000	0.7	40	256 qam	23
17	323000000	0.2	38	256 qam	24
18	339000000	1	40	256 qam	26
19	347000000	1.2	40	256 qam	27
20	355000000	1.2	40	256 qam	28
21	363000000	1	40	256 qam	29
22	371000000	1.7	40	256 qam	30
23	379000000	1.7	40	256 qam	31
24	387000000	1.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	6	0
2	Locked	38.9	17	0
3	Locked	38.6	13	0
4	Locked	38.9	13	0
5	Locked	38.9	11	0
6	Locked	38.9	8	0
7	Locked	38.9	8	0
8	Locked	38.9	6	0
9	Locked	38.6	7	0
10	Locked	38.9	8	0
11	Locked	38.9	15	0
12	Locked	38.9	4	0
13	Locked	40.3	20	0
14	Locked	38.9	0	0
15	Locked	40.3	1	0
16	Locked	40.3	4	0
17	Locked	38.6	6	0
18	Locked	40.3	15	0
19	Locked	40.3	19	0
20	Locked	40.9	19	0
21	Locked	40.3	13	0
22	Locked	40.9	13	0
23	Locked	40.3	7	0
24	Locked	40.3	0	0

Upstream bonded channels

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

1

60300014

57

5120

64 qam

1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

3

0

Network Log

Time Priority Description

26/10/2021 15:32:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:57	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:48:51	critical	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;
26/10/2021 14:44:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:44:40	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:12:10	critical	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;
26/10/2021 14:08:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:08:25	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:04:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 14:04:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:45:38	critical	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;
26/10/2021 13:41:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:41:45	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:40:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:40:51	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:39:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:39:45	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:38:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 13:38:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

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

[John_GS]

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,

[prosodyspeaks]

thanks john!

big love for reaching out via pm

[John_GS · Accepted solution]

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,

[prosodyspeaks]

wow, that's some decent customer service!

thanks so much

[Steven_L]

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

Regards,

Steven_L