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View Full Version : Constant disconnections from 50mb service, random and getting worse

Pontiac
21-05-2010, 17:25
Hi Guys,

Since I got the 50mb service I have been getting dropped off the internet seeming randomly. Mostly during heavy downloading but not always. It takes me right clicking and repairing the connection in windows 7 to reconnect. Windows reports that the problem was "default gateway is not available" and fixes it, normally lasts for maybe 30 mins an hour until it happens again but last night it was doing it all the time over and over I couldn't get back online.

Searching for the default gateway not available it seems a common problem and all sorts of fixes suggest changing settings in the NIC which I have tried but no difference. Looking more into this and searching for the errors described in my modem log below I think it is a virgin problem:

Thu May 20 22:45:03 2010 Thu May 20 22:45:03 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:45:40 2010 Thu May 20 22:45:40 2010 Warning (5) RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:46:05 2010 Thu May 20 22:46:05 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:46:16 2010 Thu May 20 22:46:16 2010 Warning (5) RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:46:19 2010 Thu May 20 22:47:59 2010 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:48:29 2010 Thu May 20 22:48:29 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:48:39 2010 Thu May 20 22:48:39 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:48:44 2010 Thu May 20 22:48:49 2010 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:49:02 2010 Thu May 20 22:49:02 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:49:08 2010 Thu May 20 22:49:08 2010 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:49:32 2010 Thu May 20 22:49:32 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:50:20 2010 Thu May 20 22:50:20 2010 Warning (5) MDD message timeout;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:50:44 2010 Thu May 20 22:50:44 2010 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:50:48 2010 Thu May 20 22:50:48 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:51:18 2010 Thu May 20 22:51:18 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:51:20 2010 Thu May 20 22:51:29 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:51:59 2010 Thu May 20 22:51:59 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:52:07 2010 Thu May 20 22:52:25 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:52:39 2010 Thu May 20 22:52:39 2010 Warning (5) RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:53:04 2010 Thu May 20 22:53:04 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:53:09 2010 Thu May 20 22:53:09 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:53:17 2010 Thu May 20 22:53:17 2010 Warning (5) RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:53:58 2010 Thu May 20 22:54:27 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:54:29 2010 Thu May 20 22:54:29 2010 Critical (3) Ranging Request Retries exausted;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:54:29 2010 Thu May 20 22:54:29 2010 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:54:40 2010 Thu May 20 22:54:40 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:55:10 2010 Thu May 20 22:55:10 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:55:54 2010 Thu May 20 22:56:23 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:56:25 2010 Thu May 20 22:56:25 2010 Critical (3) Ranging Request Retries exausted;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:56:25 2010 Thu May 20 22:56:25 2010 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:56:36 2010 Thu May 20 22:56:36 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:57:06 2010 Thu May 20 22:57:06 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:57:51 2010 Thu May 20 22:58:20 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:58:22 2010 Thu May 20 22:58:22 2010 Critical (3) Ranging Request Retries exausted;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:58:22 2010 Thu May 20 22:58:22 2010 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:58:33 2010 Thu May 20 22:58:33 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:59:03 2010 Thu May 20 22:59:03 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:59:13 2010 Thu May 20 22:59:13 2010 Warning (5) RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 22:59:38 2010 Thu May 20 23:00:04 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;


Anyone got any suggestions? It wouldn't be so bad if the computer would auto-repair the connection and reconnect for me but I have to do it manually, so downloading is a no-no as I have to keep monitoring the system to see if the modem has disconnected!
Sephiroth
21-05-2010, 18:27
We'd need to see your modem stats. That is Cable Modem Status, Upstream and Downstream. Do please remove your cable modem MAC address which you didn;t do in the event log above.

Thu May 20 22:59:13 2010 Thu May 20 22:59:13 2010 Warning (5) RCS Partial Service;CM-MAC=;CMTS-MAC=00:30:b8:d1:3d:30;CM-QOS=1.1;CM-VER=3.0;

The RCS message suggests that instead of three or four downstream channels you'll only have one. This is usually a modem problem but could be elsewhere.
Tezcatlipoca
21-05-2010, 18:52
Pontiac, I've removed the MAC addresses from your post. It's best not to post them in public.
timaloy2k8
21-05-2010, 19:20
hello pontiac

im timaloy just signed up for the forums there, i was having the same trouble

as you a couple of months back, i tryed everything had the engineer out a few

times and the problem was the card for my 50 meg connection was faulty and

the motorola card for me was shared with some one else nad they were having

the same trouble and the only other option is a replacement card for your 50

meg, that was after all the cabling was checked, just some info i hope that helps m8 was in the same position as you

,could quizz the engineer that comes out about it according to the engineer

that was at me A Freind i know lol, gl getting sorted my hope iv helped some


regards timaloy
Pontiac
21-05-2010, 21:57
Thanks for your help fellas. I am online now but I dont know how long for.

Stats are here, this is when im up and successful as i am now

Acquired Downstream Channel 299.001343 MHz Primary Downstream Locked
Ranged Upstream Channel 45.799999 MHz Success
Provisioning State OK Operational
Ethernet Link Status Up 100 Mbps/Full duplex


US-1 US-2 US-3 US-4
Channel Type 1.0 N/A N/A N/A
Channel ID 4 N/A N/A N/A
Frequency
(Hz) 45800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 49.50 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 298 0 0 0
T4 Timeouts 20 0 0 0


DS-1 DS-2 DS-3 DS-4
Frequency 299000000 307000000 315000000 323000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 9 10 11 12
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) -4.71 -5.76 -6.23 -6.44
RxMER
(dB) 35.25 35.25 35.25 35.25
Correctable
Codewords 119 164 150 79
Uncorrectable
Codewords 278 281 959 291
timaloy2k8
21-05-2010, 22:05
hello pontiac

i also get loads of erroirs in my conf aswell think thats normal

i dont know much about the techncical side of it but i would bet its the problem i said whne the engineer comes quiz him about it if he doesnt know what you are talking about tell him to get you in touch with his boss things will move quicker from there 100%. most of these engineers dont have a clue no offense if any 1ns with virgin lolo but iv been in the same position as you and thats what the prob was gl m8

regards timaloy
Pontiac
21-05-2010, 22:18
Thanks very much Timaloy for your help! I will get on the blower tomorrow I think.

Just a quick question though, when you say your 50 meg card was faulty, what is that exactly?
Ignitionnet
21-05-2010, 23:56
Pontiac,

Power Level
(dBmV) -4.71 -5.76 -6.23 -6.44

Are a bit on the low side.

T3 Timeouts 298 0 0 0
T4 Timeouts 20 0 0 0

Are both bad.

I'd get onto the guys at Virgin's own forum, http://community.virginmedia.com and ask them to have a look. I'm quite sure it's not the card and think it's just a signals problem either to your home or in your area that can be sorted.

Talking about card replacements would just confuse the issue to be honest with you, nothing about your problems besides plain old fashioned signal issues.
Peter_
22-05-2010, 06:35
Pontiac,

Power Level
(dBmV) -4.71 -5.76 -6.23 -6.44

Are a bit on the low side.

T3 Timeouts 298 0 0 0
T4 Timeouts 20 0 0 0

Are both bad.

I'd get onto the guys at Virgin's own forum, http://community.virginmedia.com and ask them to have a look. I'm quite sure it's not the card and think it's just a signals problem either to your home or in your area that can be sorted.

Talking about card replacements would just confuse the issue to be honest with you, nothing about your problems besides plain old fashioned signal issues.
If you ring up today Pontiac then one of the 50Mb team should book you a technician to check out your Downstream power levels and those T3/T4's that are happening.

Ring between 0800 and 1600 today and you should get a UK agent who is 50Mb trained on 0800 052 0431, otherwise you will need to wait until Monday after 0800.
Pontiac
22-05-2010, 09:45
Well thanks for your help fellas. The funny thing is, after all those problems last night I was able to stay online all night, at least 10 hours now, and my connection has been flat out 50mb and hasnt dropped once! That is incredibly rare, believe me! Every other time it would have disconnected during the evening. Although, I don't take this as the connection is magically okay as this problem has been intermittent and going on for months now. I think I will call that number for the 50mb team and run it by them, plus post on the community forum.

Checking now and DS power levels appear slightly improved -3.53 -4.17 -4.16 -4.19 but T3 timeouts have risen to 307.