Virgin Media Community

[kkodymowska]

Hi guys,
I have an enormous problem with my internet lately. My problem started a week ago with losing connection out of nowhere on my PC while playing the game (League of Legends). Then the next day it happened around the same hour (a little bit after 8 PM). The only things that gets disconnected from the internet are the PC and laptop. I reset the router and it didn't help, I changed the password to the router too and also it didn't help as I thought that maybe someone hacked into my network and this is causing the problem. I do not have a MAC filter set on these devices so my disconnection from the internet is just happening randomly.
When I checked the Network Log in the Router Status I found that there are lot of error logs. I assume the internet drop and disconnections that I have are because of something happening with the router.  Here are these errors:

06/06/2022 02:29:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2022 17:06:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 18:24:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 18:24:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 16:31:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 16:31:12	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 09:43:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 09:43:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 09:42:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 09:42:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 09:42:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 09:41:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 09:39:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 09:39:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 09:39:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 09:39:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2022 11:16:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2022 11:16:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2022 11:16:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

So I am looking for help from you guys at Virgin as this problem is just a huge pain on the a...
And besides the disconnections from internet, there is a high ping often.

[Roger_Gooner]

Your modem is struggling to maintain a network lock with the CMTS. As a first step power off your hub, check that all coaxial connections between the hub and wall socket are tight and power on again. Post your stats and logs after 24 hours.

[kkodymowska]

The problem is that the cable between is tight as hell so...

[Adduxi]

Post the power levels, Pre and PostRS errors and a fresh network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

[kkodymowska]

A moment ago I just lost connection on all devices and from what I found in the Router Status was this:

07/06/2022 13:28:32

notice

NOTICE 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;

[Adduxi]

That’s the Hub recovering from too much load on the CPU. Perhaps you should consider a better Router and use the Hub in modem mode.?

[kkodymowska]

Well I would try to do it, but I cannot log on to my router now since morning as it has a red power light and every time I turn it on/off it changes the IP address to some weird random address that is not 192.168.0.1 so...

[kkodymowska · Accepted solution]

So I have contacted support via mobile. Support advised me to pin reset the router (hold 30 seconds) and check the coaxial cable again. Coaxial cable is broken at the tip and this is one of the biggest problems there was. Problem solved.

[Kath_F]

Hi kkodymowska, 

Thanks for your post and welcome back to the community. 

I'm sorry to hear you've been having an issue with your services but am glad things are resolved for you now. 

It's great to see you keeping the thread up to date. 

Please let us know if you have any further issues. 

Thanks,