Forum Discussion

jfinc's avatar
jfinc
Joining in
2 years ago

Internet connection dropping very frequently

Every hour or so, my internet connection will drop completely for a few minutes. The wifi signal remains consistent and strong, but there is no internet.

Multiple engineers have been out and have replaced the router numerous times but this does not resolve the issue.

Here is the network log:

01/02/2024 09:53:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 08:29:17noticeNOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:48criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:51criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:06:45criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:26criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:48criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Is this likely an issue with the cable coming into the house?

Currently on 350 plan.

 

Any help is appreciated. Thanks

8 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    You need to post the full set of power levels for Downstream and Upstream as well.  However going on the network log, there is an issue somewhere.

    Setup a BQM and share the live link please.  This will show, and record, the state of your circuit.

    www.thinkbroadband.com/ping

    Once done we can comment further.

    • jfinc's avatar
      jfinc
      Joining in
      2 years ago

      downstream:

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

      14502500005.540256 qam12
      24422500005.940256 qam11
      34582500005.540256 qam13
      44662500005.940256 qam14
      54742500005.840256 qam15
      6482250000640256 qam16
      74902500005.838256 qam17
      84982500005.540256 qam18
      95062500005.840256 qam19
      105142500005.638256 qam20
      115222500005.538256 qam21
      125302500005.440256 qam22
      135382500005.840256 qam23
      145462500005.638256 qam24
      155542500005.340256 qam25
      165622500005.340256 qam26
      175702500005.138256 qam27
      18578250000540256 qam28
      19586250000538256 qam29
      20594250000540256 qam30
      21602250000540256 qam31
      226102500004.538256 qam32
      236182500004.638256 qam33
      246262500004.638256 qam34



      Downstream bonded channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

      1Locked40.390
      2Locked40.3150
      3Locked40.3100
      4Locked40.3140
      5Locked40.3110
      6Locked40.3120
      7Locked38.9140
      8Locked40.3110
      9Locked40.3120
      10Locked38.9130
      11Locked38.9150
      12Locked40.3130
      13Locked40.380
      14Locked38.680
      15Locked40.370
      16Locked40.3310
      17Locked38.9240
      18Locked40.3250
      19Locked38.9170
      20Locked40.3210
      21Locked40.3150
      22Locked38.9190
      23Locked38.6110
      24Locked38.9260

       

      upstream:

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

      12359987441.5512064 qam11
      23660001241.5512032 qam7
      34309989341.8512032 qam6
      43010020741.5512064 qam8
      54960026042.3512064 qam5



      Upstream bonded channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

      1ATDMA0010
      2ATDMA0000
      3ATDMA0000
      4ATDMA0020
      5ATDMA0000

       

      BQM Live: https://www.thinkbroadband.com/broadband/monitoring/quality/share/c9fbd98be61582d1c53b4258d025ff8b1a73a01c

       

      many thanks for your help 

  • Dynamoo's avatar
    Dynamoo
    Joining in
    2 years ago

    A few people have reported that the connection drops most hours, at exactly the same time past the hour. For example, it happens to me (at the moment) at 36 minutes past. Sometimes it doesn't seem to happen at all, but when it does it's at the same number of minutes. From time-to-time - possibly when the hub has reset - it switches to a different hour for several weeks.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    There is an issue with the Upstream, in that all your channels should be on QAM 64.  The drop to QAM 32 would indicate a noise issue on the line somewhere.  The Hub is dropping QAM down to cope with this.  If you have had all your internal co-ax replaced and a new Hub, this sounds like either a problem with the street cabinet, or a new cable pull is needed.  It will be up to VM to investigate this and sort it out.  Will be interesting to see how the BQM plays out over a 24 hr period?

    • jfinc's avatar
      jfinc
      Joining in
      2 years ago

      have not had internal co-ax replaced, so that could also be the issue

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        2 years ago

        In that case, you could check all the connections are all at least "finger" tight, as loose connections can cause noise ingress.  Also check for bends in the cable that are too tight, again cables are meant to have a minimum bend radius to avoid internal kinks in the cable, or damage to the shielding.

  • WorstISP's avatar
    WorstISP
    Superfast
    2 years ago

    Hi OP.

    The issue you are describing affects a large number of customers throughout Virgin Media's network. I suggest you open a complaint (See: https://www.virginmedia.com/help/complaints ) and notify OfCom (See: https://www.ofcom.org.uk/complaints )

    Virgin Media will mess you around on this, blaming everything from WiFi to loose cables. I had 8 engineers visit before one finally dealt with the root cause. Unfortunately Virgin Media's support system is based around arguing and denying issues for as long as possible until a complaint is escalated to the Comms Ombudsman, which is the first time they'll actually deal with an issue properly.

    I suggest you get the complaint process rolling as early as possible and use the next months to build evidence (Take speed tests etc because there are often download speed degradations before the disconnections).