30M Keep losing connection

tanny · 12-08-2011, 21:36

Hi,

Can someone help me before i ring tech support up. I keep on losing connection every few hours. It has only started recently.

A copy of my upstream & downstream are below.

Connection

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Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 307000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+

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Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 77 55616000 Kbits/sec 307000000 Hz 7.3 dBmV 43.5 dB Hybrid
Locked QAM256 76 55616000 Kbits/sec 299000000 Hz 7.6 dBmV 43.4 dB Hybrid
Locked QAM256 78 55616000 Kbits/sec 315000000 Hz 6.7 dBmV 43.0 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

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Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 4 20480 Kbits/sec 45800000 Hz 47.7 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

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Primary Downstream Service Flow
Downstream(0)
SFID 9928
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps

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Primary Upstream Service Flow
Upstream(0)
SFID 9927
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort

Event Log

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Time Priority Description
Thu Aug 11 12:08:19 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.1;CM-VER=3.0;
Tue Aug 09 13:15:38 2011 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.1;CM-VER=3.0;
Tue Aug 09 13:15:23 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cd;CM-QOS=1.0;CM-VER=3.0;
Tue Aug 09 13:14:33 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cd;CM-QOS=1.0;CM-VER=3.0;
Tue Aug 09 13:13:47 2011 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cd;CM-QOS=1.0;CM-VER=3.0;
Tue Aug 09 13:13:42 2011 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cd;CM-QOS=1.0;CM-VER=3.0;
Tue Aug 09 13:13:30 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cc;CM-QOS=1.0;CM-VER=3.0;
Tue Aug 09 13:13:25 2011 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cc;CM-QOS=1.0;CM-VER=3.0;
Tue Aug 09 13:13:14 2011 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cc;CM-QOS=1.0;CM-VER=3.0;
Tue Aug 09 13:13:02 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Tue Aug 09 13:12:58 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Tue Aug 09 13:10:57 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.1;CM-VER=3.0;
Tue Aug 09 13:10:57 2011 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 24 09:12:28 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cc;CM-QOS=1.0;CM-VER=3.0;
Fri Jun 24 09:12:25 2011 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Jun 24 09:11:38 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 24 08:54:36 2011 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.1;CM-VER=3.0;
Wed May 25 10:10:25 2011 Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.0;CM-VER=3.0;
Wed May 25 10:09:24 2011 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.1;CM-VER=3.0;
Wed May 25 09:55:12 2011 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.1;CM-VER=3.0;
Tue Apr 12 11:53:04 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.0;CM-VER=3.0;
Tue Apr 12 11:53:03 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.0;CM-VER=3.0;
Tue Apr 12 11:52:39 2011 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.1;CM-VER=3.0;
Sat Apr 09 09:07:38 2011 Critical (3) REG RSP not received;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.1;CM-VER=3.0;
Sat Apr 09 09:04:44 2011 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.0;CM-VER=3.0;
Sat Apr 09 09:04:35 2011 Critical (3) TFTP failed - Request sent - No Response;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cd;CM-QOS=1.0;CM-VER=3.0;
Sat Apr 09 09:04:30 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cd;CM-QOS=1.0;CM-VER=3.0;
Sat Apr 09 09:03:06 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cc;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cd;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:cc;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=a0:21:b7:03:df:60;CMTS-MAC=00:1d:70:af:93:91;CM-QOS=1.0;CM-VER=3.0;

Thanks in Advance.

Tanny

General Maximus · 13-08-2011, 07:45

your power levels look ok but you have defo got a problem dude. I would ring tech support back and read or email the log to them

tanny · 13-08-2011, 11:01

Thanks Mate, When you say i have a problem can you see that from the log i have posted?

General Maximus · 13-08-2011, 16:38

yup, the process the modem goes through to connect and negotiate a connection with the CMTS is failing. It can't establish a connection and thus get all the info it needs such as an ip address for your connection.

Whack your postcode into here http://my.virginmedia.com/service-status/details to see if it is an area fault

tanny · 13-08-2011, 18:17

Quote:

Originally Posted by General Maximus

yup, the process the modem goes through to connect and negotiate a connection with the CMTS is failing. It can't establish a connection and thus get all the info it needs such as an ip address for your connection.

Whack your postcode into here http://my.virginmedia.com/service-status/details to see if it is an area fault

Visited that website and it tells me:- There are no known problems affecting your Broadband service.

Do Virgin have an online forum where u can post for support as i no longer have access to Newsgroups.

Thanks for all the advice really appreciate it.

General Maximus · 13-08-2011, 18:45

they ditched newsgroups (because they were actually useful) and went to online support forums last year and tbh they are a waste of space afaik. Try giving them a ring and see what they say, if you can get an engineer out that would be sweet. If it is an intermittant fault ringing them when it is working won't help. Wait for your connection to die and then ring them and when they try pinging you etc it won't work and then they'll have to book an engineer.
If you don't have any luck on the phone you can always try the forums:

http://community.virginmedia.com/

I wouldn't hold my breath though