Broadband connection dropping

[h5pdk]

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. 

[h5pdk]

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1 60299981 49.3 5120 32 qam 1
2 39399998 49.3 5120 32 qam 4
3 46199991 49.3 5120 32 qam 3
4 53699983 49.3 5120 32 qam 2

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

10/05/2021 19:17:37 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2021 08:07:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 18:21:28 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 18:20:43 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 20:21:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 18:33:38 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 01:07:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 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;
04/05/2021 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;
04/05/2021 15:24:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 04:09:26 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;
01/05/2021 04:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 09:35:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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;

[Andrew-G · Accepted solution]

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.

[Andrew-G · Accepted solution]

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.

[h5pdk]

Thank you for your useful info Andrew.

Any mods willing to sort this problem out for me? 

[Andrew-G]

I've sent a gentle reminder, let's see what happens.

[Ashleigh_C]

I'm so sorry to see this has been ongoing @h5pdk and thank you so much for keeping us updated and informed on the issue. 

I can see that my colleague has identified a new TV box is needed, this will require a technician, they can also have a look at the issues with the Hub during this visit and hopefully get all the issues resolved. I'm going to send you a PM so we can get this arranged for you. Please keep an eye out for the purple envelope in the top right hand corner of the screen. 

Thank you. 

[h5pdk]

The virginmedia technician turned up yesterday afternoon and changed the tv box upstairs. The Internet was still going off last night and this morning and I've gone to switch the new box on just now and the same problem exists with the new box.

I have now had new cabling, a new super hub 3 and a new TV box and the problem is still exists! 

[h5pdk]

Can someone contact me regarding this problem as it is still on going and needs sorting out asap

[lotharmat]

Are the stats still showing the upstream issues?

[h5pdk]

Yes nothing has changed