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jasonishere1's avatar
jasonishere1
Joining in
4 months ago

Intermittent Broadband Connectivity Issues

My ethernet connection is intermittently dropping out (multiple times per day).

I've tried different ports on the router, different cables, replacing switches, factory resetting the router.
I did check the router logs and i'm getting these strange messages, when I google it there's a reddit post saying I need an engineer call out. I've tried going through the watsapp live chat with Virgin but I get no response.
Tried going through live chat and it's like i'm going round in circles with the bot.

Please, if someone can help - it's been going on for weeks and week this issue.

My router network logs

Network Log

Time Priority Description
18-12-2024 17:17:18noticeGUI Login Status - Login Success from LAN interface
18-12-2024 17:16:35warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:16:09criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:15:35errorDBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:15:32warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:14:32errorDBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:14:29noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:14:29warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 15:43:39warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 15:43:39noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 15:33:35noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 15:33:35warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Downstream

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000003.243QAM 25625
21390000004.343QAM 2561
31470000004.243QAM 2562
41550000003.943QAM 2563
51630000003.743QAM 2564
61710000003.643QAM 2565
71790000003.443QAM 2566
81870000003.743QAM 2567
91950000003.843QAM 2568
102030000003.643QAM 2569
112110000003.943QAM 25610
122190000003.743QAM 25611
132270000003.643QAM 25612
142350000003.443QAM 25613
15243000000343QAM 25614
16251000000343QAM 25615
172590000003.143QAM 25616
182670000003.243QAM 25617
192750000003.543QAM 25618
202830000003.543QAM 25619
212910000003.543QAM 25620
222990000003.643QAM 25621
233070000003.343QAM 25622
243150000003.343QAM 25623
253230000003.443QAM 25624
263390000003.242QAM 25626
273470000003.143QAM 25627
283550000002.943QAM 25628
293630000003.143QAM 25629
303710000002.943QAM 25630
313790000002.443QAM 25631
323870000002.443QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4300
2Locked431690
3Locked431790
4Locked432030
5Locked432130
6Locked431930
7Locked431690
8Locked431350
9Locked43800
10Locked43470
11Locked43260
12Locked43150
13Locked4390
14Locked43100
15Locked43100
16Locked43130
17Locked4370
18Locked4340
19Locked4330
20Locked4330
21Locked4340
22Locked4320
23Locked4310
24Locked4320
25Locked4320
26Locked4240
27Locked4310
28Locked4310
29Locked4320
30Locked4320
31Locked4310
32Locked4330

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked42-2.66930163370

Upstream

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000046.35120QAM 649
14310000045.85120QAM 6410
23660000045.55120QAM 6411
33010000045.35120QAM 6412
42360000044.85120QAM 6413

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0040
3ATDMA0000
4ATDMA0000

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
141040.02KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
14OFDMA20074000000682



12 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    4 months ago

    We need to see a BQM - can you do this....

    ______________________

    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

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      4 months ago

      Hello jasonishere1

       

      Sorry to hear of the connection issues experienced, we appreciate the frustration this can cause and you raising this with us via the forums. Welcome to the community.

       

      From checking we can see the average speed to the Hub is showing as 545Mbps download and 52Mbps upload but there have been multiple disconnection over the last 7 days which is a concern. As of the time of posting all of the levels and the specs appear to be within the ranges we'd expect to see.

      There has been no disconnection so far today so have you noticed an improvement in this over the last 24 hours?

      • jasonishere1's avatar
        jasonishere1
        Joining in
        4 months ago

        Hello, Thanks for responding.

        It's only when im gaming so max load that these disconnects happen. I'm currently away from home for the last 2 days, probably why there's been no disconnects. I wont be home for the week now, I assure you once I get home and play any game my internet will disconnect.

  • jasonishere1's avatar
    jasonishere1
    Joining in
    4 months ago

    I'm back home now and gaming online, i've checked the network logs and i'm getting the same messages I was when I initially posted.