Menu
Reply
  • 18
  • 0
  • 0
phil750
Joining in
191 Views
Message 1 of 8
Flag for a moderator

Random internet drop outs

Hi All, 

Been getting random internet drop outs, being kicked from online games etc... 

Checking the hub have these errors on network log, power levels also below

 

02/01/201714:57:29 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/201714:57:29 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/201714:56:10 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/201714:55:44 GMT84020200Lost MDD Timeout
02/01/201714:55:44 GMT84020200Lost MDD Timeout
02/01/201714:55:44 GMT84020200Lost MDD Timeout
02/01/201714:55:44 GMT84020200Lost MDD Timeout
02/01/201714:55:43 GMT84020200Lost MDD Timeout
02/01/201714:55:43 GMT84020200Lost MDD Timeout
02/01/201714:55:43 GMT84020200Lost MDD Timeout
    
Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked98259000000 Hz256 QAM4.9 dBmV 39.0 dB558282
Locked97251000000 Hz256 QAM5.1 dBmV 38.3 dB495292
Locked99267000000 Hz256 QAM4.8 dBmV 38.6 dB556315
Locked100275000000 Hz256 QAM4.8 dBmV 38.6 dB674315
Locked101283000000 Hz256 QAM4.5 dBmV 39.4 dB690312
Locked102291000000 Hz256 QAM4.3 dBmV 39.4 dB726276
Locked103299000000 Hz256 QAM4.1 dBmV 39.9 dB1544967
Locked104307000000 Hz256 QAM3.9 dBmV 39.4 dB16311045

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream Channels Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked237600000 HzATDMA38.0 dBmV16QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
Locked331000000 HzATDMA38.0 dBmV16QAM6400000 Hz5120 Ksym/sec
0 Kudos
Reply
  • 8.99K
  • 757
  • 1.88K
Superuser
Superuser
177 Views
Message 2 of 8
Flag for a moderator

Re: Random internet drop outs

The stats looks fine.

However, the logs are showing the connection dropping (T4 errors) along with the lost MDDs this would suggest a downstream impairment on your local segment.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

  • 18
  • 0
  • 0
phil750
Joining in
141 Views
Message 3 of 8
Flag for a moderator

Re: Random internet drop outs

Thanks,

I would appreciate if someone from virgin would have a look, still getting issues 

 

08/01/201704:50:51 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
08/01/201704:50:25 GMT84020200Lost MDD Timeout
08/01/201704:50:25 GMT84020200Lost MDD Timeout
08/01/201704:50:25 GMT84020200Lost MDD Timeout
08/01/201704:50:25 GMT84020200Lost MDD Timeout
08/01/201704:50:25 GMT84020200Lost MDD Timeout
08/01/201704:50:25 GMT84020200Lost MDD Timeout
08/01/201704:50:25 GMT84020200Lost MDD Timeout
08/01/201704:50:25 GMT84020200Lost MDD Timeout
08/01/201704:50:20 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
08/01/201704:50:19 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
08/01/201703:30:42 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
08/01/201703:30:41 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
05/01/201712:23:30 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
05/01/201711:38:25 GMT84020200Lost MDD Timeout
05/01/201711:38:25 GMT84020200Lost MDD Timeout
05/01/201711:38:25 GMT84020200Lost MDD Timeout
05/01/201711:38:25 GMT84020200Lost MDD Timeout
05/01/201711:38:25 GMT84020200Lost MDD Timeout
0 Kudos
Reply
  • 5.32K
  • 169
  • 353
Moderator
Moderator
118 Views
Message 4 of 8
Flag for a moderator

Re: Random internet drop outs

Hey phil750,

 

I'm sorry to hear you're suffering from internet drop outs at the moment.

 

The T4 errors do look problematic. I've run a test here and it seems there's been a high number on the hub over the past 7 days, though it's difficult to see when these happened. Are you still experiencing the same issues? Could you try rebooting your hub please and leaving it for 24-48 hours to see if the Network Log still records timeouts?

 

If it's ongoing I'd recommend also setting up a Broadband Quality Monitor to track when these drops are happening.

 

Let me know how you get on Smiley Happy

Kev

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


0 Kudos
Reply
  • 18
  • 0
  • 0
phil750
Joining in
105 Views
Message 5 of 8
Flag for a moderator

Re: Random internet drop outs

hi, thanks i have done as requested and i will let you know after a few days

0 Kudos
Reply
  • 18
  • 0
  • 0
phil750
Joining in
87 Views
Message 6 of 8
Flag for a moderator

Re: Random internet drop outs

im still getting timeouts but not as much in t4 errors, see below log

 

also here a log to thinkbroadband montior

http://www.thinkbroadband.com/ping/share/82fd516738c25caf4f4411ab2a3f2a7a.html

 

 

17/01/201720:34:51 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
17/01/201719:38:02 GMT84020200Lost MDD Timeout
17/01/201719:38:02 GMT84020200Lost MDD Timeout
17/01/201719:38:02 GMT84020200Lost MDD Timeout
17/01/201719:38:02 GMT84020200Lost MDD Timeout
17/01/201719:38:02 GMT84020200Lost MDD Timeout
17/01/201719:38:02 GMT84020200Lost MDD Timeout
17/01/201719:38:02 GMT84020200Lost MDD Timeout
17/01/201719:38:02 GMT84020200Lost MDD Timeout
17/01/201719:37:56 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
17/01/201719:37:56 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
0 Kudos
Reply
  • 18
  • 0
  • 0
phil750
Joining in
70 Views
Message 7 of 8
Flag for a moderator

Re: Random internet drop outs

still getting t4 and t3 errors - 

 

21/01/2017 16:53:03 GMT 66050310 Auth Success - Web login successful.
21/01/2017 16:52:27 GMT 66050310 Auth Success - Web login successful.
21/01/2017 16:52:19 GMT 68010302 DHCP WAN IP -
21/01/2017 16:51:34 GMT 68000407 TOD established
21/01/2017 16:51:23 GMT 82000200 No Ranging Response received - T3 time-out
21/01/2017 16:51:17 GMT 84000510 Downstream Locked Successfully
21/01/2017 16:51:10 GMT 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
21/01/2017 16:51:10 GMT 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
21/01/2017 16:51:10 GMT 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
21/01/2017 16:49:25 GMT 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
21/01/2017 16:49:00 GMT 84020200 Lost MDD Timeout
21/01/2017 16:49:00 GMT 84020200 Lost MDD Timeout
21/01/2017 16:49:00 GMT 84020200 Lost MDD Timeout
21/01/2017 16:49:00 GMT 84020200 Lost MDD Timeout
21/01/2017 16:49:00 GMT 84020200 Lost MDD Timeout
21/01/2017 16:49:00 GMT 84020200 Lost MDD Timeout
21/01/2017 16:48:59 GMT 84020200 Lost MDD Timeout
21/01/2017 16:48:59 GMT 84020200 Lost MDD Timeout

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

0 Kudos
Reply
  • 7.26K
  • 306
  • 520
Forum Team
Forum Team
42 Views
Message 8 of 8
Flag for a moderator

Re: Random internet drop outs

Hi phil750,

 

Thanks for getting back to us!

 

I can still see timeouts in your logs when I run a diagnostic on this end. I'd like to arrange for a technician to check this out for you.

 

I've sent you a private message (purple envelope at the top right of your screen) so I can arrange an appointment for you.

 

Speak soon Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply