on 20-04-2021 17:16
I have been having connection issues with my broadband now for sometime. This is also affecting both my 360 TV boxes so I'm am unable to watch recordings or catch up TV etc.
The broadband will work fine and then suddenly go off by its own accord, sometimes freezing and then sometimes losing connection altogether. When this happens if I disconnect my device I am using from the Internet it comes back on for a short time then the connection fails again.
I have tried rebooting the router but this does not seem to have helped with the issue. The connection is being lost on both wired PC's and wireless devices in the home. All the wiring is fine and the connections on all cables are secure and tight.
I would appreciate it if a Virginmedia moderator could get in touch with me as things have got that bad I'm having to use my phones 4g connection.
Answered! Go to Answer
on 03-05-2021 11:05
Hi @h5pdk,
I am really sorry to hear you've been facing these service issues recently.
May I ask if they appear to be ongoing today? Apologies for our delayed response.
Thanks,
on 10-05-2021 19:41
on 10-05-2021 21:14
Downstream looks good, upstream is still 4 x 64 QAM, when we'd normally expect 4 x 64 QAM, added to which there's repeated timeouts on upstream channels 1 and 2. I'm suspicious of that because unreliable connections are commonly associated with poor upstream. Let's see what the forum staff can advise.
on 11-05-2021 07:20
Whoops, that last post should read upstream is still 4 x 32 QAM, when we'd normally expect 4 x 64 QAM,
To explain what that means, the lower the modulation rate, the higher the noise level on the line. In turn, upstream noise interferes with synchronisation between hub and VM's network gear, causing disconnections. It isn't proof, but it's sufficiently significant that VM should be focusing on this and trying to restore the connection to a reliable 64 QAM, with no T3 timeouts.
In theory, the upstream can work just fine at 4 x 32 QAM, and I suspect that's why staff don't appear to be picking up on this, but in practice you've got a clear problem in normal use (disconnections), you've got grumbling T3 errors occurring, the upstream modulation is lower than optimal, and the spiking on the BQM posted last week indicate a noise issue.
If there is another "all looks good from our side" comment, then it may be time to consider either getting a new ISP, or initiating VM's formal complaint procedure.
on 26-04-2021 09:41
Hello h5pdk
Sorry to hear of the broadband connection issues and the inconvenience this is causing you, we appreciate you taking the time to contact us via the forums to make us aware.
I've arranged for a technician to attend tomorrow between 8am and 12pm, please let me know if there are any individuals shielding or if the appointment isn't convenient for you.
Thanks
Rob
on 28-04-2021 07:19
Morning Rob, I had the tech guy out yesterday. He changed my hub plus another box and some wiring but unfortunately the fault is still there. Please advise on what to do next
on 28-04-2021 07:34
on 28-04-2021 09:55
Hi h5pdk,
Thanks for coming back and letting us know how things went with the engineer. I'm sorry that the issue is continuing for you.
Based on the fact the Hub was changed, we can rule a faulty hub being the cause atleast.
I have checked the connection, and all is looking well at the moment.
I think it would be best to set up a BQM graph as mentioned above by lotharmat so we can view the continuous stats.
Could you also connect the Hub to a pc or laptop via an ethernet cable, reboot the Hub and then run a speed test through speedtest.net and post the results here so we can look at them.
Many thanks,
on 28-04-2021 17:12
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online
data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 0.4 40 256 qam 30
2 202750000 -0.4 40 256 qam 9
3 210750000 -0.7 40 256 qam 10
4 218750000 -0.9 40 256 qam 11
5 226750000 -1 40 256 qam 12
6 234750000 -1 40 256 qam 13
7 242750000 -0.9 40 256 qam 14
8 250750000 -0.7 40 256 qam 15
9 258750000 -0.4 40 256 qam 16
10 266750000 -0.4 40 256 qam 17
11 274750000 -0.4 40 256 qam 18
12 282750000 -0.2 40 256 qam 19
13 290750000 0 40 256 qam 20
14 298750000 0.2 40 256 qam 21
15 306750000 0.2 40 256 qam 22
16 314750000 0.4 40 256 qam 23
17 322750000 0.7 40 256 qam 24
18 330750000 1 40 256 qam 25
19 370750000 0.4 40 256 qam 26
20 378750000 0.2 40 256 qam 27
21 386750000 0 40 256 qam 28
22 394750000 0.5 40 256 qam 29
23 410750000 0.2 40 256 qam 31
24 418750000 0 40 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 7 0
2 Locked 40.3 15 0
3 Locked 40.3 10 0
4 Locked 40.3 43 6
5 Locked 40.9 39 2
6 Locked 40.3 30 0
7 Locked 40.9 41 1
8 Locked 40.3 9 0
9 Locked 40.3 12 0
10 Locked 40.3 11 0
11 Locked 40.3 16 0
12 Locked 40.3 16 0
13 Locked 40.9 8 0
14 Locked 40.3 24 0
15 Locked 40.9 11 0
16 Locked 40.3 7 0
17 Locked 40.9 26 0
18 Locked 40.9 5 0
19 Locked 40.9 3 0
20 Locked 40.3 7 0
21 Locked 40.9 6 0
22 Locked 40.9 6 0
23 Locked 40.9 11 0
24 Locked 40.3 5 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 48.8 5120 32 qam 1
2 39400007 48.8 5120 32 qam 4
3 46199986 48.8 5120 32 qam 3
4 53700014 48.8 5120 32 qam 2
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 1 0
Primary Downstream Service Flow
SFID 1372
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0
Primary Upstream Service Flow
SFID 1367
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort
Refresh data
Network Log
Time Priority Description
28/04/2021 16:05:10 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 09:59:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:09:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 15:35:8 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 15:09:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 15:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:39:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:39:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:09:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 13:39:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 13:39:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 13:09:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 13:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 12:39:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 12:39:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 12:09:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 12:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 11:39:25 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0
on 29-04-2021 13:40
Thanks for coming back to us @h5pdk,
I would advise just monitoring it over a couple of days, and if the speeds are still low then I would advise coming back on here and we can look through it.
Everything does look okay for me on the account, there are no faults or outages that could be causing issues but please do keep us updated.
Thanks
Sasha - Forum Team
New around here? To find out more about the Community check out our Getting Started guide
on 29-04-2021 13:51
It isn't a speed problem it is the fact that the connection fails altogether. I am monitoring the connection on think broadband and will post the results in a couple of day.
on 29-04-2021 13:55
Oh I see, thanks for this,
If you could just post it in a couple of days that would be fab and we will certainly look into this if you're still experiencing a lot of drop outs.
Thanks
Sasha - Forum Team
New around here? To find out more about the Community check out our Getting Started guide
on 29-04-2021 14:12