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habeebq
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Intermittent internet dropouts

Hi there,

I've been using VM for almost 9 years now, however over the past few months I've started to get a lot of dropouts. Basically, the internet stops working (all devices maintain a WiFi connection), and I need to reboot the router in order to resume the internet connection again.

I can see a lot of: No Ranging Response received - T3 time-out in my router Network logs.

My downstream logs show there are some errors in the form: 

  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)202750000210750000218750000226750000234750000242750000250750000258750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID910111213141516
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-2.23-2.47-2.62-2.96-3.45-3.36-3.08-3.00
RxMER (dB)36.6136.1736.1736.8437.0936.6136.1736.61
Pre RS Errors5041902389351288309382311
Post RS Errors287956299314271298337275

 

although I have no idea if they are significant.

Upstream looks ok:

Upstream   US-1 US-2 US-3 US-4

Channel TypeN/AN/A2.02.0
Channel IDN/AN/A3536
Frequency (Hz)N/AN/A3260000025800000
Ranging StatusOtherOtherSuccessSuccess
ModulationN/AN/A64QAM64QAM
Symbol Rate (Sym/sec)N/AN/A51200005120000
Mini-Slot SizeN/AN/A22
Power Level (dBmV)N/AN/A51.5050.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts000

0

 

Any idea what could be causing these dropouts? I've tried customer service on the phone but I am told there is an fault in the area. However I've been seeing this for a couple of months so I find it hard to believe there is a persistent fault for that long.

I am using a Superhub2 (maybe its passed its lifetime at this point?).

Any idea?

Thanks

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Message 12 of 17
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Re: Intermittent internet dropouts

Thanks for updating us habeebq,

 

I'm very sorry for the connection trouble experienced.

 

I've checked things from this end for you and there does appear to be an issue present concerning the equipment upstream power level that I'd like for an engineer to check.

 

I've sent you a private message so that we can chat some more about this,

 

Nat_J


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Re: Intermittent internet dropouts

Hello habeebq,

Thanks for a quick reply Smiley Happy

I've just sent you a PM with your appointment confirmation as Nat isn't in the office right now.

Let us know how the visit goes.

Take care.

Heather_J

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vircom
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Re: Intermittent internet dropouts

A quick look through the forum will show that some faults can take months to get fixed. You will also see that it is difficult to get individual problems investigated while an area fault exists. Booked technician visit are sometimes cancelled at short notice when an area fault exists.

Someone from the VM forum team will be able to look into the area fault situation but may take about a week to respond.
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habeebq
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Re: Intermittent internet dropouts

Thanks for the reply. It really helps to know what to expect.

I opened a forum post because im a bit tired of phone and chat service where the context is lost on multiple contacts and I have to re-explain my issue.

You post did remind me, I was told there is no point in booking a technician because they would be automatically cancelled if an area fault exists.
What is weird though, I received 3 text alerts saying that the area fault has been fixed. So maybe there are multiple issues? However the service status page (https://my.virginmedia.com/faults/service-status) says there are no known faults in my area.

With the price increases and service issues, I guess customer service speed will determine whether or not I switch providers.
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Re: Intermittent internet dropouts

Hi habeebq,

 

Thanks for posting and welcome to the community.

 

Sorry to read you are experiencing intermittent broadband connection. I can imagine how annoying this must be.

 

I would like to help further and check your connection in more detail, however I was unable to locate your account. If you can send me a Private Message confirming your name and full address, I will look further into this.

 

Hope to hear from you soon

Sam


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habeebq
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Message 5 of 17
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Re: Intermittent internet dropouts

Thanks for the response.
I have DM'd you just now.
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Message 6 of 17
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Re: Intermittent internet dropouts

Morning habeebq,

 

Thanks for the reply and confirming your details, I appreciate it.

 

I've managed to locate your account and the fault you mentioned has been closed down as resolved.

 

There have been no time-outs reported within 2 days of the router being online. Are you able to post the network log from the router settings for us to check over please? 

When the broadband disconnects, do you notice any lights change on the router at all?

 

Speak soon

Sam


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habeebq
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Message 7 of 17
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Re: Intermittent internet dropouts

Thanks Samantha.

We experienced some dropouts today again. There is no noticable change in the lights and they seem to be as usual. (both wifi and sync).

I will post the network log today as soon as I can get to it.

 

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habeebq
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Message 8 of 17
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Re: Intermittent internet dropouts

Hi,

Last night at 00.33 again we experienced a dropout. This time I checked the router and the Sync light, had become green (instead of blue) and had stopped flashing.

Also sometimes the 2.4 GHz light stops flashing and some devices connected to the 2GHz wifi stop working until a reboot to the routers.

It was too late at night, but I'll get you the network logs today.

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habeebq
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Message 9 of 17
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Re: Intermittent internet dropouts

IIRC I saw the sync go out at around 00.33 BST (so 23.33 GMT of 05/09/17)

As you can see there are a number of messages from that time but I have no idea what they mean.

Here are my network logs:

 

Network Log

First Time Last Time Priority Error Number Description
06/09/2017 13:16:21 GMT 06/09/2017 13:16:21 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2017 13:16:20 GMT 06/09/2017 13:16:20 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2017 08:48:24 GMT 06/09/2017 08:48:24 GMT Error (4) 68010302 DHCP WAN IP - 81.98.******
06/09/2017 08:47:06 GMT 06/09/2017 08:47:06 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
05/09/2017 23:35:34 GMT 05/09/2017 23:35:34 GMT Error (4) 68010302 DHCP WAN IP - 81.98******
05/09/2017 23:34:28 GMT 05/09/2017 23:34:28 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
05/09/2017 23:32:15 GMT 05/09/2017 23:32:15 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
05/09/2017 23:32:14 GMT 05/09/2017 23:32:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
05/09/2017 23:32:05 GMT 05/09/2017 23:32:05 GMT Notice (6) 84000510 Downstream Locked Successfully
05/09/2017 23:31:45 GMT 05/09/2017 23:31:45 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
05/09/2017 23:31:34 GMT 05/09/2017 23:31:34 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
05/09/2017 23:31:25 GMT 05/09/2017 23:31:25 GMT Warning (5) 84020200 Lost MDD Timeout
05/09/2017 23:31:25 GMT 05/09/2017 23:31:25 GMT Warning (5) 84020200 Lost MDD Timeout
05/09/2017 23:31:25 GMT 05/09/2017 23:31:25 GMT Warning (5) 84020200 Lost MDD Timeout
05/09/2017 23:31:24 GMT 05/09/2017 23:31:24 GMT Warning (5) 84020200 Lost MDD Timeout
05/09/2017 23:31:24 GMT 05/09/2017 23:31:24 GMT Warning (5) 84020200 Lost MDD Timeout
05/09/2017 23:31:24 GMT 05/09/2017 23:31:24 GMT Warning (5) 84020200 Lost MDD Timeout
05/09/2017 23:31:24 GMT 05/09/2017 23:31:24 GMT Warning (5) 84020200

Lost MDD Timeout

 

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habeebq
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Message 10 of 17
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Re: Intermittent internet dropouts

Also here is my upstream:

Upstream   US-1 US-2 US-3 US-4

Channel TypeN/AN/A2.02.0
Channel IDN/AN/A3536
Frequency (Hz)N/AN/A3260000025800000
Ranging StatusOtherOtherSuccessSuccess
ModulationN/AN/A64QAM64QAM
Symbol Rate (Sym/sec)N/AN/A51200005120000
Mini-Slot SizeN/AN/A22
Power Level (dBmV)N/AN/A52.2550.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0020
T4 Timeouts000

0

 

and downstream:

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)138750000146750000154750000162750000170750000178750000186750000194750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-1.34-1.05-1.23-1.33-1.36-1.56-1.69-1.78
RxMER (dB)36.1736.8436.6136.3937.0937.0937.0936.84
Pre RS Errors133000843696692821452308441254872724824617741483
Post RS Errors488954653606351712762226326731858

 

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