Intermittent loss of internet

[Parallax20]

Hi,

I've recently been experiencing drop outs more lately although its intermittent throughout the day, it's not ideal for gaming or remote working that require a stable internet connection.

I ran a ping test and it was showing an 8% loss on 100 packets, which seems quite high for such a small sample.

I would like to know what Virgin can do to fix this problem and how I can maintain a constant internet line? 

I've also noticed the WIFI signal on the Hub 3.0 was also dropping randomly when the hub reported no signs of an issue when CS attempted to diagnose the problem.  The last time I saw a similar problem like this was due to worn internal components, i.e. bad capacitors.

I have provided some details below.

Let me if you require more information.

Many thanks,
Parallax20

Ping test from Hub 3.0

72 bytes from 8.8.8.8: seq=0 ttl=116 time=20.000 ms
72 bytes from 8.8.8.8: seq=1 ttl=116 time=10.000 ms
72 bytes from 8.8.8.8: seq=2 ttl=116 time=2620.000 ms
72 bytes from 8.8.8.8: seq=3 ttl=116 time=22140.000 ms
72 bytes from 8.8.8.8: seq=5 ttl=116 time=16760.000 ms
72 bytes from 8.8.8.8: seq=6 ttl=116 time=17560.000 ms
72 bytes from 8.8.8.8: seq=7 ttl=116 time=19430.000 ms
72 bytes from 8.8.8.8: seq=8 ttl=116 time=19150.000 ms
72 bytes from 8.8.8.8: seq=9 ttl=116 time=18450.000 ms
72 bytes from 8.8.8.8: seq=10 ttl=116 time=19450.000 ms
72 bytes from 8.8.8.8: seq=13 ttl=116 time=17240.000 ms
72 bytes from 8.8.8.8: seq=14 ttl=116 time=16610.000 ms
72 bytes from 8.8.8.8: seq=15 ttl=116 time=13730.000 ms
72 bytes from 8.8.8.8: seq=16 ttl=116 time=12580.000 ms
72 bytes from 8.8.8.8: seq=17 ttl=116 time=10880.000 ms
72 bytes from 8.8.8.8: seq=18 ttl=116 time=7560.000 ms
72 bytes from 8.8.8.8: seq=20 ttl=116 time=6770.000 ms
72 bytes from 8.8.8.8: seq=21 ttl=116 time=9220.000 ms
72 bytes from 8.8.8.8: seq=23 ttl=116 time=17280.000 ms
72 bytes from 8.8.8.8: seq=24 ttl=116 time=19510.000 ms
72 bytes from 8.8.8.8: seq=80 ttl=116 time=8420.000 ms
72 bytes from 8.8.8.8: seq=82 ttl=116 time=8740.000 ms
72 bytes from 8.8.8.8: seq=83 ttl=116 time=9780.000 ms
72 bytes from 8.8.8.8: seq=84 ttl=116 time=9830.000 ms
72 bytes from 8.8.8.8: seq=89 ttl=116 time=11390.000 ms
72 bytes from 8.8.8.8: seq=90 ttl=116 time=13060.000 ms
72 bytes from 8.8.8.8: seq=91 ttl=116 time=15280.000 ms
72 bytes from 8.8.8.8: seq=92 ttl=116 time=16710.000 ms
72 bytes from 8.8.8.8: seq=93 ttl=116 time=17810.000 ms
--- 8.8.8.8 ping statistics ---
100 packets transmitted, 92 packets received, 8% packet loss
round-trip min/avg/max = 10.000/11384.130/22140.000 ms

[Parallax20]

Router Info

Downstream bonded channels

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

1	402750000	-4.2	37	256 qam	30
2	202750000	-2	37	256 qam	9
3	210750000	-2.2	37	256 qam	10
4	218750000	-2.5	36	256 qam	11
5	226750000	-2.5	37	256 qam	12
6	234750000	-2.5	37	256 qam	13
7	242750000	-2.7	37	256 qam	14
8	250750000	-2.7	37	256 qam	15
9	258750000	-3	37	256 qam	16
10	266750000	-3	37	256 qam	17
11	274750000	-3.2	37	256 qam	18
12	282750000	-3.2	37	256 qam	19
13	290750000	-3.2	37	256 qam	20
14	298750000	-3	37	256 qam	21
15	306750000	-3.2	37	256 qam	22
16	314750000	-3.5	37	256 qam	23
17	322750000	-3.7	37	256 qam	24
18	330750000	-3.7	37	256 qam	25
19	370750000	-4.4	38	256 qam	26
20	378750000	-4.5	37	256 qam	27
21	386750000	-4.4	37	256 qam	28
22	394750000	-4.2	38	256 qam	29
23	410750000	-4.5	37	256 qam	31
24	418750000	-4.5	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	238391	1816019
2	Locked	37.6	262598	3474196
3	Locked	37.3	264728	3422665
4	Locked	36.6	287519	3420958
5	Locked	37.3	270767	3347959
6	Locked	37.3	261574	3289400
7	Locked	37.3	260978	3262974
8	Locked	37.6	254341	3188560
9	Locked	37.6	258862	3161380
10	Locked	37.6	255525	3113938
11	Locked	37.3	260127	3052878
12	Locked	37.6	258545	2990621
13	Locked	37.6	257950	2930557
14	Locked	37.6	258298	2871021
15	Locked	37.6	255257	2824789
16	Locked	37.3	257332	2740008
17	Locked	37.3	254992	2667650
18	Locked	37.6	248841	2594669
19	Locked	37.6	243122	2195799
20	Locked	37.3	245174	2112535
21	Locked	37.6	243554	2003835
22	Locked	37.6	238453	1916738
23	Locked	37.6	239232	1701387
24	Locked	37.6	234047	1588265

Upstream bonded channels

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

1	39400000	49.5	5120	64 qam	10
2	25800000	48	5120	64 qam	12
3	32600000	49.5	5120	64 qam	11
4	46200000	51	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	24	0
2	ATDMA	0	0	32	0
3	ATDMA	0	0	21	0
4	ATDMA	0	0	6	0

[Parallax20]

Router Info

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	a69834ncxv9873254k;fg87dsfd;k

Primary Downstream Service Flow

SFID	1195
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	1186
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

23/07/2021 09:46:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:46:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:18:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:18:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:17:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:17:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:17:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:17:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:16:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:16:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:16:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:16:8	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:16:8	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:15:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:15:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:15:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:15:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:15:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:15:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 09:15:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Corey_C]

Thanks for your post and for reaching out to the Community Forums, Parallax20,

Sorry to hear that you have been having broadband issues. How has your connection been since your post?  We can check if there is a fault in the area, test the line and replace your equipment or book visits for you online, here virg.in/service

Let us know if you need further help.

Cheers,

Corey C

[Parallax20]

Hi Corey_C,

Its still very unstable.  I've just had a 10 minute internet loss at 10:00am and by the time I got through to CS the internet was back up again. So obviously any diagnostics CS did at their end by that point would have showed up as everything was fine! Even when it wasn't as shown by the Network Log from the hub and my local ping tests that are running throughout the day.

I am a bit concerned by the frequency of the "Critical" errors that are being reported by the Hub.  Is that normal?

Cheers,
Parallax20

Network Log

Time Priority Description

26/07/2021 10:52:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:52:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:49:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:49:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:42:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:41:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:33:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:33:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:32:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:32:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:22:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:22:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:22:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:22:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:04:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:04:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:03:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 10:03:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 09:40:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 09:39:59	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Corey_C]

Thanks for your reply, Parallax20, I've sent you a private message to confirm your account details. 

[Corey_C]

Thanks for your messages and clearing data protection, Parallax20,

I have set up an engineer’s visit for you which you will be able to view from your online account here.

Cheers,
Corey C

[Parallax20]

Hi Corey_C,

I've just logged into my Virgin account via your link and there are no appointments or orders shown?  Can you provide the appointment details here or via PM?

Thanks,
Parallax20