Internet unstable

Question

Hi,I've had unstable internet for the past week now. It drops regularly, say once every 2-3 minutes for a few seconds. This is an issue on both wired connections and Wi-Fi, and I have checked there are no area issues with Virgin. I'll include my network stats and logs below.3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 13060000005.941QAM 2562221380000005.240QAM 256131460000005.140QAM 25624154000000540QAM 256351620000004.941QAM 256461700000004.841QAM 256571780000004.941QAM 256681860000005.141QAM 256791940000005.441QAM 2568102020000005.641QAM 2569112100000005.741QAM 25610122180000005.741QAM 25611132260000005.641QAM 25612142340000005.641QAM 25613152420000005.641QAM 25614162500000005.641QAM 25615172580000005.641QAM 25616182660000005.641QAM 25617192740000005.741QAM 25618202820000005.841QAM 25619212900000005.941QAM 25620222980000005.941QAM 25621233140000005.841QAM 25623243220000005.841QAM 25624253300000005.741QAM 25625263380000005.841QAM 25626273460000005.941QAM 25627283540000005.941QAM 25628293620000005.941QAM 25629303700000005.941QAM 25630313780000005.841QAM 25631323860000005.841QAM 256323.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked41002Locked40003Locked40004Locked40005Locked41006Locked41007Locked41008Locked41009Locked410010Locked410011Locked410012Locked410013Locked410014Locked410015Locked410016Locked410017Locked410018Locked410019Locked410020Locked410021Locked410022Locked410023Locked410024Locked410025Locked410026Locked411027Locked410028Locked410029Locked411030Locked410031Locked410032Locked41003.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 159944K1840QAM 409611083.1 Downstream channelsChannel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 159Locked419.0179983967503.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 049600000485120QAM 641143100000485120QAM 64223660000047.85120QAM 64333010000048.35120QAM 644423600000485120QAM 6453.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0ATDMA00001ATDMA00002ATDMA00003ATDMA00504ATDMA00003.1 Upstream channelsChannel Channel Width (MHz) Power (dBmV) FFT Type Modulation 61041.22KQAM 2563.1 Upstream channelsChannel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 6OFDMA2007400000000Network LogTime Priority Description 14-10-2024 15:03:30noticeGUI Login Status - Login Success from LAN interface14-10-2024 13:03:56errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;14-10-2024 10:14:31noticeGUI Login Status - Login Success from LAN interface14-10-2024 09:58:23noticeGUI Login Status - Login Success from LAN interface14-10-2024 09:44:03noticeGUI Login Status - Login Success from LAN interface13-10-2024 23:13:19warningDBC-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;13-10-2024 23:13:19noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;13-10-2024 23:03:11noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;13-10-2024 23:03:11warningDBC-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;13-10-2024 20:01:45warningDBC-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;13-10-2024 20:01:45noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;13-10-2024 19:51:42warningDBC-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;13-10-2024 19:51:42noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2024 06:33:28warningDBC-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;12-10-2024 06:33:28noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2024 06:23:25noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2024 06:23:25warningDBC-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;11-10-2024 23:50:15noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;11-10-2024 23:50:15warningDBC-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;11-10-2024 23:40:12noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;11-10-2024 23:40:12warningDBC-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;11-10-2024 16:37:16warningDBC-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;11-10-2024 16:37:16noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;11-10-2024 16:37:12noticeREGISTRATION COMPLETE - Waiting for Operational status11-10-2024 16:37:06warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;11-10-2024 16:37:06warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;11-10-2024 16:37:06warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;11-10-2024 16:37:06warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;11-10-2024 16:37:06warningDynamic Range Window violation11-10-2024 16:37:06warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;11-10-2024 16:37:06warningDynamic Range Window violation11-10-2024 16:37:06warningDynamic Range Window violation11-10-2024 16:37:06warningDynamic Range Window violation11-10-2024 16:37:00noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;11-10-2024 16:36:59noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;11-10-2024 16:36:53warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

jbrennand · Answer

As you said that wired connections were affected.....

___________________________________________

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

HLT91 · Answer

Hi John,I set one up this morning, but forgot to include on my inital message.https://www.thinkbroadband.com/broadband/monitoring/quality/share/def047c5dfbfed2d0f8faf534d95e3e89878bedf-14-10-2024

legacy1 · Answer

BQM looking good to hub so far but could be a ethernet problem on the hub which you can test in modem mode to a wired device allowing ping&nbsp;

HLT91 · Answer

@legacy1, is the best way to do this to disconnect everything, switch to modem mode, plug in a laptop via ethernet and pinging something over a few minutes? I've only ever used ping via a unix command line, is that fine to paste the output here?

HLT91 · Answer

After speaking with neighbours it seems like we aren't the only ones with issues. Very dissapointing that Virgin think there's no area isses here...

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1	306000000	5.9	41	QAM 256	22
2	138000000	5.2	40	QAM 256	1
3	146000000	5.1	40	QAM 256	2
4	154000000	5	40	QAM 256	3
5	162000000	4.9	41	QAM 256	4
6	170000000	4.8	41	QAM 256	5
7	178000000	4.9	41	QAM 256	6
8	186000000	5.1	41	QAM 256	7
9	194000000	5.4	41	QAM 256	8
10	202000000	5.6	41	QAM 256	9
11	210000000	5.7	41	QAM 256	10
12	218000000	5.7	41	QAM 256	11
13	226000000	5.6	41	QAM 256	12
14	234000000	5.6	41	QAM 256	13
15	242000000	5.6	41	QAM 256	14
16	250000000	5.6	41	QAM 256	15
17	258000000	5.6	41	QAM 256	16
18	266000000	5.6	41	QAM 256	17
19	274000000	5.7	41	QAM 256	18
20	282000000	5.8	41	QAM 256	19
21	290000000	5.9	41	QAM 256	20
22	298000000	5.9	41	QAM 256	21
23	314000000	5.8	41	QAM 256	23
24	322000000	5.8	41	QAM 256	24
25	330000000	5.7	41	QAM 256	25
26	338000000	5.8	41	QAM 256	26
27	346000000	5.9	41	QAM 256	27
28	354000000	5.9	41	QAM 256	28
29	362000000	5.9	41	QAM 256	29
30	370000000	5.9	41	QAM 256	30
31	378000000	5.8	41	QAM 256	31
32	386000000	5.8	41	QAM 256	32

1	Locked	41	0
2	Locked	40	0
3	Locked	40	0
4	Locked	40	0
5	Locked	41	0
6	Locked	41	0
7	Locked	41	0
8	Locked	41	0
9	Locked	41	0
10	Locked	41	0
11	Locked	41	0
12	Locked	41	0
13	Locked	41	0
14	Locked	41	0
15	Locked	41	0
16	Locked	41	0
17	Locked	41	0
18	Locked	41	0
19	Locked	41	0
20	Locked	41	0
21	Locked	41	0
22	Locked	41	0
23	Locked	41	0
24	Locked	41	0
25	Locked	41	0
26	Locked	41	1
27	Locked	41	0
28	Locked	41	0
29	Locked	41	1
30	Locked	41	0
31	Locked	41	0
32	Locked	41	0

0	49600000	48	5120	QAM 64	1
1	43100000	48	5120	QAM 64	2
2	36600000	47.8	5120	QAM 64	3
3	30100000	48.3	5120	QAM 64	4
4	23600000	48	5120	QAM 64	5

14-10-2024 15:03:30	notice	GUI Login Status - Login Success from LAN interface
14-10-2024 13:03:56	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
14-10-2024 10:14:31	notice	GUI Login Status - Login Success from LAN interface
14-10-2024 09:58:23	notice	GUI Login Status - Login Success from LAN interface
14-10-2024 09:44:03	notice	GUI Login Status - Login Success from LAN interface
13-10-2024 23:13:19	warning	DBC-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;
13-10-2024 23:13:19	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
13-10-2024 23:03:11	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
13-10-2024 23:03:11	warning	DBC-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;
13-10-2024 20:01:45	warning	DBC-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;
13-10-2024 20:01:45	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
13-10-2024 19:51:42	warning	DBC-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;
13-10-2024 19:51:42	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
12-10-2024 06:33:28	warning	DBC-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;
12-10-2024 06:33:28	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
12-10-2024 06:23:25	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
12-10-2024 06:23:25	warning	DBC-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;
11-10-2024 23:50:15	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
11-10-2024 23:50:15	warning	DBC-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;
11-10-2024 23:40:12	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
11-10-2024 23:40:12	warning	DBC-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;
11-10-2024 16:37:16	warning	DBC-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;
11-10-2024 16:37:16	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
11-10-2024 16:37:12	notice	REGISTRATION COMPLETE - Waiting for Operational status
11-10-2024 16:37:06	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
11-10-2024 16:37:06	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
11-10-2024 16:37:06	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
11-10-2024 16:37:06	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
11-10-2024 16:37:06	warning	Dynamic Range Window violation
11-10-2024 16:37:06	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
11-10-2024 16:37:06	warning	Dynamic Range Window violation
11-10-2024 16:37:06	warning	Dynamic Range Window violation
11-10-2024 16:37:06	warning	Dynamic Range Window violation
11-10-2024 16:37:00	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
11-10-2024 16:36:59	notice	TLV-11 - unrecognized OID;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
11-10-2024 16:36:53	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;

0	ATDMA	0
1	ATDMA	0
2	ATDMA	0
3	ATDMA	5
4	ATDMA	0