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Livana
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Once again consistent dropouts

This is just a constant issue now, I'm getting large amount of internet dropouts throughout the day for seconds at a time. Coupled with that is ping spikes which makes gaming virtually impossible. Considering i'm on a 500 down package its pretty unacceptable honestly.

At this point i'm fairly certain this is an area issue. I've had countless engineers out and this has not been resolved. It is also generally worse during the winter and usually fine throughout the summer.

My Broadband Ping - Latest

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13150000003.538256 qam23
2139000000-1.536256 qam1
3147000000-1.537256 qam2
4155000000-137256 qam3
5163000000-0.937256 qam4
6171000000-0.737256 qam5
7179000000-0.237256 qam6
8187000000037256 qam7
91950000000.538256 qam8
102030000000.438256 qam9
112110000000.538256 qam10
122190000000.538256 qam11
132270000000.438256 qam12
142350000000.238256 qam13
15243000000038256 qam14
162510000000.238256 qam15
172590000000.738256 qam16
18267000000238256 qam17
192750000002.238256 qam18
202830000002.738256 qam19
212910000002.938256 qam20
222990000003.538256 qam21
233070000003.538256 qam22
24323000000438256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.94195636446
2Locked36.6250250219181908
3Locked37.357341433773332
4Locked37.6136327393119152
5Locked37.6249908208186173
6Locked37.3573848104119
7Locked37.635921269193
8Locked37.633356163926
9Locked38.627664260899
10Locked38.623325854630
11Locked38.622678050377
12Locked38.623426345780
13Locked38.624857848149
14Locked38.621405841969
15Locked38.615365335367
16Locked38.613585333310
17Locked38.912730630536
18Locked38.915294734082
19Locked38.911347928411
20Locked38.97520832526
21Locked38.97036330260
22Locked38.96179834147
23Locked38.94340933788
24Locked38.93540137301

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000051512064 qam5
23940000051512064 qam4
34620000051512064 qam3
45370000051512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00260
2ATDMA00210
3ATDMA00250
4ATDMA00100

 

 



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Livana
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Re: Once again consistent dropouts

Network LogTime Priority Description
18/12/2020 04:35:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 04:35:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 04:35:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 04:08:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 04:08:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 04:08:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 04:07:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 18:27:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 18:25:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 18:17:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 18:04:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 17:14:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 17:12:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 17:07:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 13:06:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 12:30:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 11:57:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 08:22:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 08:02:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 08:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;



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Livana
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Message 3 of 17
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Re: Once again consistent dropouts

I should also note our TV channels cut out very briefly from time to time, like its a signal problem.

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Andrew-G
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Message 4 of 17
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Re: Once again consistent dropouts

I think that the range of downstream power levels is too great at 5.5 dBmV, and upstream power is maxed out at 51 dBmV.  Error counts are high, and all of those are bad things.  The network log and BQM show channel and packet loss respectively.

When was the hub last restarted?  If you aren't sure, can you do a reboot, and then re-post the hub's status data after six/twelve or 24 hours run time - whatever's convenient for you?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Livana
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Message 5 of 17
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Re: Once again consistent dropouts

Restarted it roughly 6 days ago, It sat fine for around an hour or two then decided to work itself again. I'll reset it tonight again though
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Steven_L
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Message 6 of 17
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Re: Once again consistent dropouts

Hey @Livana

 

Sorry to hear of the issues that you're having with your connection at the moment.

 

I have looked into your account and can see that there is a problem with some of the SNR levels that would need to be looked into by an engineer.

 

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Order tracking.

 

Thanks 

Steven_L

Jdooley95
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Message 7 of 17
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Re: Once again consistent dropouts

I have also been getting constant drop outs in internet connection on the 500 gaming package. Thing is wifi seems to be fine, but my ethernet services keep dropping in and out in the evenings every 10-20 seconds. It's so annoying! And I'm a twitch streamer! Which is making me trying to stream impossible! 
Can't believe this is happening when I'm paying for an expensive high-speed internet package. Please can this be fixed? Especially if other people are having the same issues, it's not ok! 

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Zak_M
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Re: Once again consistent dropouts

Good morning @Jdooley95 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have been experiencing some dropouts with your broadband. 

 

Please could you set up a BQM and post the results here, (if you need any assistance with setting one up then please do let us know and we can advise further) could you also provide us with the router stats in the same way the customer above has? 

 

I have just taken a quick peek into your account, are you able to let us know if you have the hub in router mode? If so please could you return it into the factory settings so that I can run some additional checks? 

 

Kind regards,

Zak_M 

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Jdooley95
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Message 9 of 17
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Re: Once again consistent dropouts

Thank you for getting back to me.

How do I set up a BQM? Also, I have no idea how to get to the router stats so how do I do that too, please?

I have no idea if the hub is in router mode... I've not done anything to it other than press the reset button in a couple of times to try and sort this issue out but I've not done anything else and nor do I know how to.

Thanks

Jasmin

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Corey_C
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Message 10 of 17
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Re: Once again consistent dropouts

HI Jasmin, 

 

Thanks for replying, you can set BQM up here, https://www.thinkbroadband.com/

You can find out which mode you hub is in by the colour of the lights, it should be a pink/magenta colour, You can find out more here https://www.virginmedia.com/help/virgin-media-what-do-the-lights-on-your-hub-mean

However if you are dropping an ethernet connection while having no issues with WIFI, can you try connecting to a different Ethernet port?

 

Cheers,

Corey C

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