Another unstable connection

[Jobbymaster]

Hi,

I have had broadband installed into my new property and for the last 20 days I have had nothing but connection issues.

I have made a number of phone calls to virgin which resulted in an engineer coming out to tell me my levels are bad and it must be a cabint issue.  As he is install there is nothing he can do.  He also told me since I am the only one in the cabinet that the issue will be bottom of the list.

Daily my connection drops I have been tracking using think broadband since I have been reading simalar issues on these forums.

The main reason for my post is a hope that somebody from virgin picks this up and can help me work from home.  20 Days since I got the product and every day there has been drop outs.

Can anyone help?

[jbrennand]

As this is a "Community Help Forum" - VM forum staff only pick these threads up and may comment after a few days.

Whilst waiting post up a link to your BQM and then also the Hub data as per this...

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return.

If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log in
just click on the “router status” icon/text at bottom-middle of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

[Jobbymaster]

Downstream bonded channels

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

1	331000000	2.6	40	QAM 256	25
2	179000000	3.4	40	QAM 256	6
3	187000000	3.6	40	QAM 256	7
4	195000000	3.7	40	QAM 256	8
5	203000000	3.6	41	QAM 256	9
6	211000000	3.6	40	QAM 256	10
7	219000000	3.5	41	QAM 256	11
8	227000000	3.3	40	QAM 256	12
9	235000000	3.4	40	QAM 256	13
10	243000000	3.3	40	QAM 256	14
11	251000000	3.1	41	QAM 256	15
12	259000000	2.9	41	QAM 256	16
13	267000000	2.9	41	QAM 256	17
14	275000000	3	41	QAM 256	18
15	283000000	3.2	41	QAM 256	19
16	291000000	3.3	41	QAM 256	20
17	299000000	3.2	41	QAM 256	21
18	307000000	3.1	40	QAM 256	22
19	315000000	3	40	QAM 256	23
20	323000000	2.8	40	QAM 256	24
21	339000000	2.4	40	QAM 256	26
22	347000000	2.2	40	QAM 256	27
23	355000000	2.2	40	QAM 256	28
24	363000000	2.3	41	QAM 256	29
25	371000000	2.4	41	QAM 256	30
26	379000000	2.4	41	QAM 256	31
27	387000000	2.2	41	QAM 256	32
28	395000000	2.1	41	QAM 256	33
29	403000000	2	41	QAM 256	34
30	411000000	1.9	41	QAM 256	35
31	419000000	1.9	41	QAM 256	36

Downstream bonded channels

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

1	Locked	40	18465	2905
2	Locked	40	1236232	17327
3	Locked	40	71511	8832
4	Locked	40	11374	5159
5	Locked	41	9382	5347
6	Locked	40	7765	3075
7	Locked	41	8383	3996
8	Locked	40	6484	2152
9	Locked	40	6358	1606
10	Locked	40	6077	1690
11	Locked	41	4511	1254
12	Locked	41	4548	828
13	Locked	41	4753	1243
14	Locked	41	4588	826
15	Locked	41	4303	802
16	Locked	41	3966	1198
17	Locked	41	3581	1414
18	Locked	40	3212	830
19	Locked	40	4223	1114
20	Locked	40	3337	866
21	Locked	40	3440	714
22	Locked	40	3461	670
23	Locked	40	2554	542
24	Locked	41	2642	634
25	Locked	41	3118	668
26	Locked	41	3180	1131
27	Locked	41	3124	1357
28	Locked	41	3264	1189
29	Locked	41	2800	1236
30	Locked	41	2617	393
31	Locked	41	2513	447

Upstream bonded channels

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

0	49600000	50.3	5120	QAM 64	1
1	43100000	50	5120	QAM 64	2
2	36600000	49.8	5120	QAM 64	3
3	30100000	49.5	5120	QAM 64	4
4	23600000	49.3	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	220	0	0
1	ATDMA	0	220	0	0
2	ATDMA	0	220	0	0
3	ATDMA	0	220	0	0
4	ATDMA	0	220	0	0

Network Log

Time Priority Description

26-10-2022 15:29:35	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;
26-10-2022 15:29:35	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;
26-10-2022 15:29:31	notice	REGISTRATION COMPLETE - Waiting for Operational status
26-10-2022 15:29:26	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;
26-10-2022 15:29:26	warning	Dynamic Range Window violation
26-10-2022 15:29:26	warning	Dynamic Range Window violation
26-10-2022 15:29:26	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;
26-10-2022 15:29:26	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;
26-10-2022 15:29:26	warning	Dynamic Range Window violation
26-10-2022 15:29:25	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;
26-10-2022 15:29:19	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;
26-10-2022 15:29:17	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:29:14	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:29:10	notice	Honoring MDD; IP provisioning mode = IPv4
26-10-2022 15:29:01	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:29:01	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:29:01	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:58	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:54	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:49	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:46	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:43	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:42	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 6 13 20 21 23 24 26 27 28 29 30 31 32 33 34 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:42	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:37	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-10-2022 15:28:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Jobbymaster]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7f1cb597312bfd33d547dca368e9945239d8bcb8

[jbrennand]

Bqm showing frequent short disconnects. The errors are odd - T2 up errors are new to me and powers are on the high side. The post RS errors may be a concern too - and the Logs look a right mess. Will need a VM person to comment  (I have flagged for one) but can you start from a clean sheet and do this.
______________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes
When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T ones) you have a problem (noise) that only a Tech visit will sort.

[Jobbymaster]

Hey, thanks for the advice.  The engineer that came out replaced some ends both outside, inside and moved me in the cabinet. My log files are like this daily and I have been monitoring for the past 10 days and logging manually in onenote.

I have done all the pin hole resets etc that they say you should do.  VM egineer said its a network issue most likley at the cabinet and as I am the only person on the cabinet I wont be a priority.  Swiftly left with will log it with Network team.  AKA fobbed off.

All I do is phone VM every time it goes down and complain!

I am hopefull somebody can pick this up here and somehow get my service to behave itself.

[Kath_F]

Hi Jobbymaster, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

We're sorry to hear you're having an issue with your broadband connection disconnecting. 

Checking things this end, some of the downstream power levels are a little to high. There are some other errors showing too which will need addressing. 

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 private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Jobbymaster,

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit after 24hours, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Jobbymaster]

Just an update on my ongoing issues for the last 4 weeks.

I have had 3 engineers come out and all have said its a cabinet issue as levels drop there and network should fix it.  I am the only person in the cabinet.  I have been moved multiple times inside the cabinet which makes the issue worse.

Who are these network guys? Do they contact me that they are fixing the problem?  Egineer said that they would fix it in background, most likley an excuse to get out the house as they are unable to fix.

Close to giving up and moving to another ISP after 4 weeks of a service that is not stable.

Once it drops again today, I am going to call the support again and see what they spin this time.

[Jobbymaster]

I had network call yesterday and change something on network side.  After about 30 mins from that phone call the same thing happend.  An egineer then turned up later on that evening and swapped out my router as they are saying levels look fine.

Lets see how today goes......already noticed a drop out when i signed in for work.

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/1257b46be1debe387a3dc720ed9e8c35f8... Broadband Ping[/url]