Forum Discussion

fungus1487's avatar
fungus1487
On our wavelength
24 days ago

Multiple Small Loss of Connections Back to Back

Hi, I've been experiencing generally OK service for years but in the last 12 months have noticed the quality dropping in the form of multiple connection drops that happen throughout the day (seem to happen more frequently on the evening). I have even upgraded from 250M to 500M (at a significant price increase) and no effect.

I believe my downstream power dBmV is on the high side after looking at other posts.

For information I recorded 11 such drops just within 22:56 and 23:20 on 30th Sept 2025. It seems to happen most prominently with online gaming where packet-loss/connection-loss is much more noticeable, losing connecting whilst streaming tends to get away with it due to read-ahead buffering but we have experienced this using YouTube and Netflix also on separate occasions.

I'm kind of stuck with where to go from here, I simply don't have time to sit on a support call for over an hour during the day due to work, only time I get free is after 10pm.

My network setup is

  • Virgin router (Hub 4) in modem mode (no other config change)
  • Google Wifi Mesh Network connected via Eth

The errors I am recording are coming from both hard wired (Eth to Router to Modem) and over WiFi. Logs in the Google mesh puck report loss of internet connection during these windows.

Steps I have taken

  1. Checked wired connections on prem to house and internally to router/mesh/devices
  2. Factory reset Virgin router & Wifi Mesh
  3. Replaced Wifi Mesh with different device
  4. Factory reset Virgin router and used as Wifi (removing Google Mesh from network)
  5. Upgraded my service from 250M to 500M (no improvement)

Will post additional info shortly.

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7 Replies

  • fungus1487's avatar
    fungus1487
    On our wavelength
    24 days ago

    Network Log

    TimePriorityDescription
    Tue 30/09/2025
    18:06:26    		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC[REMOVED]
    Tue 30/09/2025
    13:34:57    		6US profile assignment change. US Chan ID: 10; Previous Profile: 12; New Profile: 11.;CM-MAC[REMOVED]
    Tue 30/09/2025
    04:20:14    		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC[REMOVED]
    Tue 30/09/2025
    00:50:30    		3Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC[REMOVED]
    Tue 30/09/2025
    00:50:24    		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC[REMOVED]
    Thu 01/01/1970
    00:01:18    		3No Ranging Response received - T3 time-out;CM-MAC[REMOVED]
    Tue 30/09/2025
    00:40:40    		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC[REMOVED]
    Thu 01/01/1970
    00:02:04    		3No Ranging Response received - T3 time-out;CM-MAC[REMOVED]
    Thu 01/01/1970
    00:01:29    		4Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=[REMOVED]
    • Cardiffman282's avatar
      Cardiffman282
      Community elder
      24 days ago

      Never upgrade if things aren't working. If you are within your 14 day cooling off period cancel it. 

      Upstream power levels look a bit off (3.1 is too high and the range for 3.0 is too wide).

      Do post your downstream stats. 

      Check for local faults on 0800 561 0061. 

      Start a BQM to further monitor your connection over time https://www.thinkbroadband.com/broadband/monitoring/quality

       

  • fungus1487's avatar
    fungus1487
    On our wavelength
    24 days ago

    3.0 Downstream channels

    ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
    326590000007.939QAM25632
    24190000008.238.6QAM2562
    34270000008.338.6QAM2563
    44350000008.839QAM2564
    54430000009.138.6QAM2565
    64510000009.738.6QAM2566
    74590000009.538.6QAM2567
    84670000009.738.6QAM2568
    94750000009.439QAM2569
    104830000009.539QAM25610
    114910000009.139QAM25611
    124990000009.139QAM25612
    135070000009.238.6QAM25613
    145150000009.639QAM25614
    155230000009.738.6QAM25615
    165310000009.839QAM25616
    175390000009.939QAM25617
    1854700000010.139QAM25618
    1955500000010.338.6QAM25619
    2056300000010.539QAM25620
    2157100000010.339QAM25621
    2257900000010.239QAM25622
    235870000001039QAM25623
    2459500000010.338.6QAM25624
    2560300000010.338.6QAM25625
    2661100000010.139QAM25626
    276190000009.838.6QAM25627
    286270000009.338.6QAM25628
    296350000009.139QAM25629
    306430000008.638.6QAM25630
    316510000008.238.6QAM25631

    3.0 Downstream channels

    ChannelLock StatusRxMER (dB)Pre RS ErrorsPost RS Errors
    32Locked38.98326100
    2Locked38.60537700
    3Locked38.60537700
    4Locked38.98326100
    5Locked38.60537700
    6Locked38.60537700
    7Locked38.60537700
    8Locked38.60537700
    9Locked38.98326100
    10Locked38.98326100
    11Locked38.98326100
    12Locked38.98326100
    13Locked38.60537700
    14Locked38.98326100
    15Locked38.60537700
    16Locked38.98326100
    17Locked38.98326100
    18Locked38.98326100
    19Locked38.60537700
    20Locked38.98326100
    21Locked38.98326100
    22Locked38.98326100
    23Locked38.98326100
    24Locked38.60537700
    25Locked38.60537700
    26Locked38.98326100
    27Locked38.60537700
    28Locked38.60537700
    29Locked38.98326100
    30Locked38.60537700
    31Locked38.60537700

    3.1 Downstream channels

    ChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)
    33964K1840QAM4096759

    3.1 Downstream channels

    Channel IDLock StatusRxMER Data (dB)PLC Power (dBmV)Correcteds (Active Profile)Uncorrectables (Active Profile)
    33Locked394.289572257975136
  • fungus1487's avatar
    fungus1487
    On our wavelength
    24 days ago

    3.0 Upstream channels

    ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
    13660000042.85120 KSym/secQAM643
    23010000042.85120 KSym/secQAM644
    343100000445120 KSym/secQAM642
    44960000047.55120 KSym/secQAM641
    52360000041.85120 KSym/secQAM649

    3.0 Upstream channels

    ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000

    3.1 Upstream channels

    ChannelChannel Width (MHz)Power (dBmV)FFT TypeModulation
    1010.454.12KQAM128

    3.1 Upstream channels

    ChannelChannel TypeNumber of Active SubcarriersFirst Active Subcarrier (Hz)T3 TimeoutsT4 Timeouts
    10OFDMA20853.400
    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      22 days ago

      Hi fungus1487, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having issues with your connection. As mentioned by Cardiffman82, your downstream power levels are too high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

      I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊

      Thanks,

  • Cardiffman282's avatar
    Cardiffman282
    Community elder
    24 days ago

    Some of the downstream power levels are too high and you also have lots of uncorrectable errors. 

    If there are no local faults on 0800 561 0061 then report a fault on 0345 454 1111 / 150.