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intermittent loss of internet connection

Dear VM

I have lately been experiencing a loss of internet for short periods of time. The connection drops for about a minute only but it does happen fairly frequently and nearly every hour at times. I know it is not a wifi issue as it also affects devices which are connected by ethernet cable. When the connection is working I am achieving very good fast speeds around the 350 range which I am subscribed to.

I have been keeping an eye on the router status and I have noticed that the upstream channels vary in number between 3 and 4 and the modulation varies between 16 and 64 QAM at different times of day. Looking at the table lower down on the upstream tab I can see varying numbers of timeouts usually in the T3 or T4 column and usually affecting one or two channels only. 

The network log shows the same warning about ranging response repeating again and again throughout the day. I will post a reply with the tables separately due to the 20,000 characters limit.

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Re: intermittent loss of internet connection

Downstream bonded channels

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

13870000009.938256 qam32
22030000009.538256 qam9
32110000009.138256 qam10
42190000009.137256 qam11
52270000009.137256 qam12
6235000000938256 qam13
72430000008.538256 qam14
82510000008.538256 qam15
92590000008.538256 qam16
10267000000938256 qam17
112750000009.538256 qam18
122830000009.538256 qam19
132910000009.938256 qam20
1429900000010.338256 qam21
1530700000010.138256 qam22
1631500000010.838256 qam23
1732300000010.638256 qam24
1833100000010.538256 qam25
1933900000010.638256 qam26
2034700000010.538256 qam27
2135500000010.638256 qam28
223630000001138256 qam29
2337100000010.838256 qam30
2437900000010.438256 qam31



Downstream bonded channels

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

1Locked38.924271956
2Locked38.64312928
3Locked38.643391207
4Locked37.366321175
5Locked37.698001023
6Locked38.68309763
7Locked38.668631054
8Locked38.652717711
9Locked38.663517241
10Locked38.660767554
11Locked38.980936230
12Locked38.970256690
13Locked38.626286274
14Locked38.623156605
15Locked38.97506254
16Locked38.927414620
17Locked38.925814379
18Locked38.923314369
19Locked38.619414495
20Locked38.985814268
21Locked38.985614267
22Locked38.921914725
23Locked38.9616613
24Locked38.91386474

 

Upstream bonded channels

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

13260000043.5512064 qam3
22580000044.5512064 qam4
33940000046512064 qam2
44620000044.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00621915
2ATDMA0010
3ATDMA00120
4ATDMA0010

 

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Re: intermittent loss of internet connection

Network Log

Time Priority Description

28/10/2020 08:24:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 08:24:17criticalReceived 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;
28/10/2020 08:22:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 08:22:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 08:22:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 08:22:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 08:22:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 08:22:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 08:08:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 08:07:31criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 08:07:31criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:52:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:51:21criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:51:21criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:33:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:32:29criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:32:29criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:11:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:09:51criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 07:09:51criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Your assistance will be greatly appreciated.

M Javid 

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Re: intermittent loss of internet connection

Hi javidm

 

Thanks for posting. My apologies for the delayed reply and indeed the broadband issues. 

 

I've checked the system today and can some of your downstream levels are out of specification. 

 

This needs an engineer visit to attend the property to fix. I shall PM you the date and time now.

 

Kind regards,

John_GS
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Re: intermittent loss of internet connection

Hi @javidm,

 

I've popped you over the PM with the date of the engineer visit.

 

I hope it's a good slot for you however you can also go to your online account if not and re-arrange it 🙂

 

Let us know how the visit goes

 

Kind regards,

John_GS
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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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