Hi (again),Wasn't sure if I should reopen my last thread or make a new one, so opted for a new one.Last time I posted (about 7 months ago) about my connection dropping.Whether I'm using it or not, playing a game or watching some new series, the connection suddenly drops. Discord voice chat goes out, the game timeouts, internet is gone.I now have a cmd prompt pinging google on a second screen, and instantly see my ping going from 12ms to timeout, when it happens.The only thing that seems like fixes it, is to unplug the cable on the wall socket that goes into the router (not LAN cable, or power cable), and plug it back in. That usually solves it without around 10/20 seconds.Lately, when this happens, I've been going on the app and checking for issues with my connection. It just says its an intermittent connection, and they'll look at it and should be fixed within 24h (or something like it anyway).I did have an engineer coming over before who swapped out my router. I can't say if it got better (not fixed) or if it just happened whilst I was at work. But it has kept on happening all this time despite me not saying anything. Now it seems to be happening everyday, whether its because I have more time, or its getting worse. I recall the engineer mentioning if it wasn't the router, they'd have to look at the cables outside. Since I'm in a rental property, I have to be careful with any damages to the property including where the cables run through, which is also why I haven't said anything until now.Any help is much appreciated. Not sure how to proceed here.

Pastebin of network logPastebin of downstream logPastebin of upstream log

Thanks for coming back to our Community Forums lemosilveira. Sadly I've not been able to open the links to the logs - is it possible to possibly post them as screenshots? In relation to work that previous engineers have done, have any cables been replaced inside the property at all? Thanks David_Bn

There are lots of errors on there that need clearing and starting from a clean sheet - can you do this..______________Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, Do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends. Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc. Also, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then, switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort. Also check the Upstream QAM’s are all at 64___________________________Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK https://www.thinkbroadband.com/broadband/monitoring/quality

Thinkbroadband Link - That live graphThe below are the updated after turning off for 10mins (about 44h before these screenshots). Everything did reset to 0, but started having pre and post errors straight away and kept going up.Everything is just under 48h Mod Edit : Image removed due to containing personal information

Downstream posts below (Unplugged the router for everything to reset for about 10mins, around 44h before this post)

Connection dropping | Virgin Media Community

16 Replies

lemosilveira
Tuning in
2 months ago
Pastebin of network log
Pastebin of downstream log
Pastebin of upstream log
- David_Bn
  Forum Team
  2 months ago
  Thanks for coming back to our Community Forums lemosilveira.
  
  Sadly I've not been able to open the links to the logs - is it possible to possibly post them as screenshots?
  
  In relation to work that previous engineers have done, have any cables been replaced inside the property at all?
  
  Thanks
  
  David_Bn
  - lemosilveira
    Tuning in
    2 months ago
    Sorry, posted everything below again. This was after doing what the other commenter mentioned - unplugging for about 10mins to reset the errors. Today I had to disconnect the router to do some moves around the house. So the logs below are possibly even fresher than i initially thought of 44h
- jbrennand
  Very Insightful Person
  2 months ago
  There are lots of errors on there that need clearing and starting from a clean sheet - can you do this..
  ______________
  Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, Do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends. Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc.
  Also, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.
  Then, switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
  Also check the Upstream QAM’s are all at 64
  ___________________________
  Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
  https://www.thinkbroadband.com/broadband/monitoring/quality
  - lemosilveira
    Tuning in
    2 months ago
    Thinkbroadband Link - That live graph
    The below are the updated after turning off for 10mins (about 44h before these screenshots). Everything did reset to 0, but started having pre and post errors straight away and kept going up.
    Everything is just under 48h
    
    Mod Edit : Image removed due to containing personal information
lemosilveira
Tuning in
2 months ago
Downstream posts below (Unplugged the router for everything to reset for about 10mins, around 44h before this post)
lemosilveira
Tuning in
2 months ago
Upstream
lemosilveira
Tuning in
2 months ago
Edited to remove mac address

lemosilveira

Tuning in

2 months ago

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 0.7 38 256 qam 9
2 138750000 1.2 38 256 qam 1
3 146750000 1.2 38 256 qam 2
4 154750000 1.2 38 256 qam 3
5 162750000 1.2 38 256 qam 4
6 170750000 1.2 38 256 qam 5
7 178750000 1 38 256 qam 6
8 186750000 1.2 38 256 qam 7
9 194750000 1 40 256 qam 8
10 210750000 0.5 38 256 qam 10
11 218750000 0.4 38 256 qam 11
12 226750000 0.2 38 256 qam 12
13 234750000 0 38 256 qam 13
14 242750000 0 38 256 qam 14
15 250750000 0.7 38 256 qam 15
16 258750000 1.7 40 256 qam 16
17 330750000 2.7 40 256 qam 25
18 338750000 2.5 40 256 qam 26
19 346750000 2.5 40 256 qam 27
20 354750000 2.2 40 256 qam 28
21 362750000 2 40 256 qam 29
22 370750000 1.7 40 256 qam 30
23 378750000 1.7 40 256 qam 31
24 386750000 1.5 40 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 316289 33316
2 Locked 38.6 508956 118611
3 Locked 38.6 1754954 379904
4 Locked 38.9 995501 167217
5 Locked 38.9 368848 57720
6 Locked 38.6 357017 53365
7 Locked 38.9 350748 53118
8 Locked 38.9 332773 45389
9 Locked 40.3 316196 35749
10 Locked 38.9 335457 39750
11 Locked 38.9 315703 34490
12 Locked 38.9 288359 20725
13 Locked 38.9 275293 18737
14 Locked 38.9 263560 19563
15 Locked 38.6 240223 19665
16 Locked 40.3 191327 13547
17 Locked 40.3 61889 4704
18 Locked 40.3 52081 3811
19 Locked 40.9 48307 4607
20 Locked 40.3 43830 3565
21 Locked 40.9 38030 3234
22 Locked 40.3 30598 2878
23 Locked 40.3 27265 2304
24 Locked 40.9 28752 2375

lemosilveira
Tuning in
2 months ago
Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 30100000 47.3 5120 64 qam 4
2 36600118 48 5120 64 qam 3
3 23600000 47 5120 64 qam 9
4 43100078 48.5 5120 64 qam 2
5 49600152 47.8 5120 64 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 2 0
5 ATDMA 0 0 0 0

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	202750000	0.7	38	256 qam	9
2	138750000	1.2	38	256 qam	1
3	146750000	1.2	38	256 qam	2
4	154750000	1.2	38	256 qam	3
5	162750000	1.2	38	256 qam	4
6	170750000	1.2	38	256 qam	5
7	178750000	1	38	256 qam	6
8	186750000	1.2	38	256 qam	7
9	194750000	1	40	256 qam	8
10	210750000	0.5	38	256 qam	10
11	218750000	0.4	38	256 qam	11
12	226750000	0.2	38	256 qam	12
13	234750000	0	38	256 qam	13
14	242750000	0	38	256 qam	14
15	250750000	0.7	38	256 qam	15
16	258750000	1.7	40	256 qam	16
17	330750000	2.7	40	256 qam	25
18	338750000	2.5	40	256 qam	26
19	346750000	2.5	40	256 qam	27
20	354750000	2.2	40	256 qam	28
21	362750000	2	40	256 qam	29
22	370750000	1.7	40	256 qam	30
23	378750000	1.7	40	256 qam	31
24	386750000	1.5	40	256 qam	32

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	316289	33316
2	Locked	38.6	508956	118611
3	Locked	38.6	1754954	379904
4	Locked	38.9	995501	167217
5	Locked	38.9	368848	57720
6	Locked	38.6	357017	53365
7	Locked	38.9	350748	53118
8	Locked	38.9	332773	45389
9	Locked	40.3	316196	35749
10	Locked	38.9	335457	39750
11	Locked	38.9	315703	34490
12	Locked	38.9	288359	20725
13	Locked	38.9	275293	18737
14	Locked	38.9	263560	19563
15	Locked	38.6	240223	19665
16	Locked	40.3	191327	13547
17	Locked	40.3	61889	4704
18	Locked	40.3	52081	3811
19	Locked	40.9	48307	4607
20	Locked	40.3	43830	3565
21	Locked	40.9	38030	3234
22	Locked	40.3	30598	2878
23	Locked	40.3	27265	2304
24	Locked	40.9	28752	2375

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	30100000	47.3	5120	64 qam	4
2	36600118	48	5120	64 qam	3
3	23600000	47	5120	64 qam	9
4	43100078	48.5	5120	64 qam	2
5	49600152	47.8	5120	64 qam	1

Channel	Channel Type	T3 Timeouts
1	ATDMA	0
2	ATDMA	0
3	ATDMA	1
4	ATDMA	2
5	ATDMA	0

lemosilveira

Tuning in

2 months ago

Refresh data
Network Log
Time Priority Description
27/03/2025 20:25:2 notice LAN login Success;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 18:33:8 Warning! RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 18:14:28 critical No Ranging Response received - T3 time-out;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 18:02:27 Warning! RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 18:02:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:40:16 Warning! RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=0(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:40:15 critical No Ranging Response received - T3 time-out;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:38:55 Warning! RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:38:26 critical No Ranging Response received - T3 time-out;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:38:3 Warning! RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:37:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:34:8 Warning! RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:33:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:32:24 Warning! RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:32:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:31:30 Warning! RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:31:20 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:16:36 Warning! RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 09:13:52 critical No Ranging Response received - T3 time-out;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 09:07:17 Warning! RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;

Time	Priority	Description
27/03/2025 20:25:2	notice	LAN login Success;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 18:33:8	Warning!	RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 18:14:28	critical	No Ranging Response received - T3 time-out;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 18:02:27	Warning!	RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 18:02:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:40:16	Warning!	RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=0(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:40:15	critical	No Ranging Response received - T3 time-out;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:38:55	Warning!	RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:38:26	critical	No Ranging Response received - T3 time-out;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:38:3	Warning!	RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:37:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:34:8	Warning!	RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:33:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:32:24	Warning!	RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:32:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:31:30	Warning!	RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:31:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 17:16:36	Warning!	RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 09:13:52	critical	No Ranging Response received - T3 time-out;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;
27/03/2025 09:07:17	Warning!	RCS Partial Service;CM-MAC=(MacAddrs);CMTS-MAC=(MacAddrs);CM-QOS=1.1;CM-VER=3.0;

Gareth_L
Forum Team
30 days ago
Hello lemosilveira.

Thank you very much for joining our community.
Can I just apologize for your connection dropping.
We can run a few tests from here and check on your equipment.
Sadly, it’s not showing anything wrong, So I’ll need to send you a private message to gain account access and run further tests.

We did notice the Hub has been online for 120 days and may benefit from a reboot as connections can get a bit stale.
If you can check the envelope top right of your screen, that would be great.
Regards
Gareth_L

jpeg1
Alessandro Volta
2 months ago
There is a great deal of noise still appearing on all the downstream channels. The most likely cause is a cable fault either internally, on the external cable, or one of your neighbours' connections.
- lemosilveira
  Tuning in
  31 days ago
  So....uh... What would I do next? Should I call customer service and tell them what you guys have mentioned on this forum?
legacy1
Alessandro Volta
31 days ago
Your BQM looks good
Try modem mode and have BQM ping over to a wired PC allow ICMP on firewall

Forum Discussion

Connection dropping

16 Replies

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