Forum Discussion

Aliali123's avatar
Aliali123
Tuning in
3 months ago

Connection Dropping out. HELP!

So my connection has been very bad for the past month. First of all i thought it was on issues on black ops 6 on PC as i was lagging out of every other game but I'm also losing the connection on my phone, tv and other devices regardless of wired or WIFI connection. It seems as if the whole router stops the connections for a few seconds to a minute. So far i have reset my router several times with the reset button, ive reset through the admin portal all settings. I've left the router off for hours but still no fix. i came across others with issues and they posted Broadband quality monitor graphs so i did the same and its a lot worse than i thought. I have check over all cabled and they seem fine. when im connected im getting great dload and upload speeds. Take a look at the graph. i have told virgin who are sending a new hub 5 out as im currently on hub 3 and i also upgraded to 1 gig so im  hoping it would fix it but im unsure as others have similar issues on hub 5. Ignore the red period in the graph as that was the point i tried my router in modem mode only but it didnt fix any issues. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    You need to post your power levels and network log from the Hub for comment.  Also try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

    I would have held off upgrading, as I'm pretty certain this will not fix your issue.

    • Aliali123's avatar
      Aliali123
      Tuning in

      i rang virgin who said there were no issues in the area. what do you mean by power levels? also where do i find the network log on the hub? cant see that option. thank you. 

    • Aliali123's avatar
      Aliali123
      Tuning in
      10/12/2024 16:51:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 16:50:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 16:49:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 16:49:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 16:48:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 16:41:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 16:27:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 16:27:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 16:23:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 16:22:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 15:51:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 15:51:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 15:39:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 15:38:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 15:24:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 15:23:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 15:21:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 15:15:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/12/2024 15:15:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    • Aliali123's avatar
      Aliali123
      Tuning in

      Upstream bonded channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      13260001935.8512064 qam9
      22360000035.5512064 qam10
      33940000035.5512064 qam8
      44620000035.5512064 qam7
      56029995636.3512064 qam5
      65370000036512064 qam6


      Upstream bonded channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      1ATDMA0020
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000
      5ATDMA0000
      6ATDMA0000
      • Snox's avatar
        Snox
        Just joined

        Hi, I am about 4 weeks new to Virgin Broadband and constant dropping issues, where and how can I get these stats? All network test constantly state "Green"