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Broadband connection keeps dropping out

tlid
Joining in

Hello,

I’ve been having serious issues with my Virgin Media broadband since signing up a few months ago. I work from home and suffer from drop outs multiple times a day. This is particularly prominent when I have video calls. I can’t go any longer in a video call than 10 minutes before dropping out. I’ve called customer support multiple times about this, and they have been unhelpful. I’ve been told it’s a WiFi issue, a Powerline LAN issue, or due to the fact that I run my modem in modem-only and use a third party wifi router. I’m sure none of these are the causes as I still encounter this issue when connecting by ethernet directly to the modem.

Is there anything I can do to get a technician to come out and take a look at this? Does anything in the logs below stand out to anyone?

15 REPLIES 15

So, a technician came and changed a few things:

  • Removed an unneeded isolator
  • Removed an unneeded splitter
  • Added an attenuator

For the first day or two things were running fine - no dropouts. However, dropouts are starting to occur more and more frequently [I lose all internet connectivity for a minute or so and get T3 timeouts in the modem logs]. In particular, I am dropping out of work video calls several times a day again! Honestly, this level of service unacceptable. I'm paying for a service, that I need for work, that doesn't function correctly. Can anyone from Virgin Media advise what the next steps here here?

Network Log

Time Priority Description

22/08/2022 10:35:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 10:34:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 10:34:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 10:33:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 10:24:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 10:22:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 10:21:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 10:21:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 10:17:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:44:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:42:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:41:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:38:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:37:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:37:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:36:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:36:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:35:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:31:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 09:15:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 08:57:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 08:52:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 08:41:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 08:41:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 08:40:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 08:40:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 08:38:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 08:28:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 08:24:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 04:48:10Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

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

14620000051512064 qam3
25370000051512064 qam2
33940004951512064 qam4
46030000042512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0070
2ATDMA0050
3ATDMA00280
4ATDMA0060

 

Downstream bonded channels

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

11390000004.540256 qam1
21470000004.440256 qam2
31550000004.440256 qam3
41630000004.140256 qam4
5171000000440256 qam5
61790000003.940256 qam6
71870000003.940256 qam7
81950000003.540256 qam8
92030000003.540256 qam9
102110000003.540256 qam10
112190000003.440256 qam11
122270000003.240256 qam12
132350000003.240256 qam13
142430000003.440256 qam14
152510000003.740256 qam15
16259000000440256 qam16
17267000000440256 qam17
182750000003.940256 qam18
19283000000440256 qam19
20291000000440256 qam20
212990000004.140256 qam21
223070000004.140256 qam22
233150000004.140256 qam23
243230000004.340256 qam24



Downstream bonded channels

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

1Locked40.32495235558434
2Locked40.9408668191626
3Locked40.3953380246217
4Locked40.92087824436720
5Locked40.3264453118729
6Locked40.91565932259250
7Locked40.9560540117510
8Locked40.920146258947
9Locked40.316581750768
10Locked40.317162053129
11Locked40.916214348966
12Locked40.316010745290
13Locked40.318105845305
14Locked40.314896038445
15Locked40.910774726920
16Locked40.310489626382
17Locked40.912598929725
18Locked40.312479130002
19Locked40.99406921612
20Locked40.38277218406
21Locked40.39589120162
22Locked40.38368017358
23Locked40.98052119256
24Locked40.98317119383

1 day later, the errors are getting more frequent. I can't go more than 5 mins in a video call without dropping out. Dropouts are also occurring when watching videos/surfing the web. 

Downstream bonded channels

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

11390000004.340256 qam1
2147000000440256 qam2
3155000000440256 qam3
41630000003.940256 qam4
51710000003.740256 qam5
61790000003.540256 qam6
71870000003.540256 qam7
81950000003.540256 qam8
92030000003.240256 qam9
102110000003.240256 qam10
11219000000340256 qam11
122270000002.940256 qam12
13235000000340256 qam13
14243000000340256 qam14
152510000003.240256 qam15
162590000003.740256 qam16
172670000003.740256 qam17
182750000003.540256 qam18
192830000003.740256 qam19
202910000003.740256 qam20
212990000003.940256 qam21
223070000003.940256 qam22
233150000003.740256 qam23
243230000003.940256 qam24



Downstream bonded channels

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

1Locked40.346592051176205
2Locked40.3710932342123
3Locked40.31981064457580
4Locked40.34198019949331
5Locked40.3471528210175
6Locked40.33226685547515
7Locked40.31200672201096
8Locked40.3413312121170
9Locked40.3342078100762
10Locked40.932720998319
11Locked40.330542491279
12Locked40.930158487162
13Locked40.334564986236
14Locked40.328277774373
15Locked40.919629054506
16Locked40.319274654626
17Locked40.923825059822
18Locked40.323934258152
19Locked40.317458245357
20Locked40.914581240125
21Locked40.916403343404
22Locked40.914575836603
23Locked40.314358140336
24Locked40.314570038858

 

Upstream bonded channels

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

14620004849.8512064 qam3
25370000050.8512032 qam2
33939883350.5512064 qam4
46029957650.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00250
2ATDMA00470
3ATDMA00460
4ATDMA00160

Network Log

Time Priority Description

23/08/2022 18:42:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:41:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:41:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:40:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:40:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:39:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:39:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:39:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:39:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:25:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:25:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:24:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:24:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:24:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:23:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:23:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:23:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:23:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:23:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2022 18:23:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Hi tlid, 

Thanks for coming back to me. I am sorry to hear the internet issues have not been sorted. From doing a system check, I can see you've spoke to the team and booked in a new tech visit.

Please let us know how this goes.

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

It's been a few weeks since the second technician's visit and things seem to be working well now.

If I recall correctly, he said there were some dodgy connections at the cabinet that he fixed.