Intermittent internet access problem

[abi963]

Been going round and round in circles. Had Virgin broadband about 5 months and it keeps dropping connection, usually this is only for 5 or 10 minutes but recently has been for periods of over 24 hours. Contacted Virgin, siad they would send out engineer, waited all afternoon, didn't bother to turn up, when I phoned, horribly rude man kept telling me my internet was working which was why the engineer didn't come. Didn't seem to understand the problem is INTERMITTENT. Passed me onto to someone else eventually, who was the wrong person and round and round I went. Why am I paying for a service I can't rely on. Virgin can't give a reliable service so I asked to end my contract but I have to pay £150. I'm really not happy with the service from Virgin and really unhappy when I speak to people on the phone who obviously are not understanding what I am saying and keep passing me on to someone else when I get fustrated. Can anyone help me please

[ravenstar68]

Hi abi963

Can you log in to your SH and post your power levels?

Go to 192.168.100.1 and click the router status icon in the top right.

We need the downstream and upstream levels.

Thanks

Tim

[abi963]

Sorry for being stupid, whats an SH?

[abi963]

Scrap that SH -SuperHub doh, but How do I do what you asked?

[abi963]

Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power SNR Pre RS Errors Post RS Errors
Locked 14 459000000 Hz QAM256 5.5 dBmV 38.6 dB 737 157
Locked 9 435000000 Hz QAM256 6.9 dBmV 38.6 dB 265 14
Locked 10 443000000 Hz QAM256 6.7 dBmV 38.4 dB 258 14
Locked 13 451000000 Hz QAM256 5.8 dBmV 38.8 dB 822 142
Unlocked Unknown 0 Hz Unknown 0.0 dBmV 0.0 dB Unknown Unknown
Unlocked Unknown 0 Hz Unknown 0.0 dBmV 0.0 dB Unknown Unknown
Unlocked Unknown 0 Hz Unknown 0.0 dBmV 0.0 dB Unknown Unknown
Unlocked Unknown 0 Hz Unknown 0.0 dBmV 0.0 dB Unknown Unknown
Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 2 35800000 Hz ATDMA 49.8 dBmV 16QAM 6400000 20480 Kbits/sec
Unlocked 0 0 Hz Unknown 0.0 dBmV Unknown Unknown 0 Kbits/sec
Unlocked 0 0 Hz Unknown 0.0 dBmV Unknown Unknown 0 Kbits/sec
Unlocked 0 0 Hz Unknown 0.0 dBmV Unknown Unknown 0 Kbits/sec

[ravenstar68]

Hi

Thanks for posting - Power levels as they are look good slightly on the high side but still within optimal values.

Do the dropouts happen at a particular time of day or just any time?

Can you post the Network logs too.

The forum team will respond to a thread but it can take 3 - 7 days for this to take place.

Tim

[abi963]

Dropouts occur all times of day, sometimes they come back instantly when I reset the box, sometimes they come back all on their own, some last over 24 hours. 

03/08/2012 10:04:35 84000100 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2012 10:04:33 84020300 MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2012 10:00:48 2436694078 TOD established
03/08/2012 10:00:48 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2012 10:00:27 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:57:59 84000100 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:55:49 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:55:42 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:55:39 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:54:37 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:48:07 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:46:26 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:39:39 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:38:30 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:37:04 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:31:19 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:30:06 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:21:48 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:19:30 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:13:11 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:12:00 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:05:29 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 09:04:13 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 08:58:23 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 08:57:11 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 08:54:42 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 08:49:08 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 08:47:55 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 08:42:18 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 08:40:05 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 08:38:54 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
03/08/2012 08:33:05 68000300 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

[ravenstar68]

Best think to do is try and keep a log of the times it goes down so that the Virgin techs can compare times with other issues on the network.

You can try speaking to faults again on 151 and try and get an engineer out, or you can wait for the forum team to respond.

The other thing you can do is try speaking to retentions on 150 option 5 & 2 - ignore the thinking of leaving us messages and explain to them what has happened to date.  They are UK based so you may have better luck with them although to book an engineer they will most likely have to transfer you to faults again.

Hope this helps

Tim

[Jen_A]

Hi abi963,

Please accept my sincere apologies for this.  I have tested your connection and can see that there have been a very high number of T3 timeouts. These are not a fault in themselves, but are a symptom of a fault.

We do need to arrange for a technician to visit you and I have sent you a PM regarding this.

We shall arrange an appointment as soon as we receive your reply.