Menu
Reply
jjhouse
  • 4
  • 0
  • 0
Joining in
226 Views
Message 1 of 9
Flag for a moderator

Broadband connection short interruptions several times a day

Hi there,

I have been having intermittent connection issues with my Virgin Media Broadband for the last 6 months or so.  It is only noticeable when on Zoom call for work, as I drop out for 10-20 seconds.  I am in meetings several times a day, and it happens most days, sometimes more than once.

I work in IT, so I am clued up on how everything is connected in my house.  I don't use Virgin Media Wifi, I have my own devices, but I have ruled out Wifi.

I have a computer, permanently on and connected via ethernet cable to the back of my Virgin media modem/router.  On this computer I have an uptime monitor, and it logs whenever there is disruption.  Whenever I have issues on a meeting, I have checked and it corresponds with the downtime logged on this device also.

Looking back at the last few weeks, downtime occurs 1-10 times a day.  Sometimes for 15 seconds or so, sometimes for up to a minute.

I am struggling getting anywhere with phone support.  I have reset my router, several times, I have also factory reset it, and I have checked and rechecked all connections.

Can anyone help?  I am out of contract now, so this is a last try before I switch to another provider.

Thanks

0 Kudos
Reply
Andrew-G
  • 6.11K
  • 1.08K
  • 2.58K
Very Insightful Person
Very Insightful Person
216 Views
Message 2 of 9
Flag for a moderator

Re: Broadband connection short interruptions several times a day

Could be a latency issue or a synchronisation problem.  Post the hub's status data (as text, not screenshots) for Downstream, Upstream, and Network log and we can see if that's caused by power or noise issues.

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
jjhouse
  • 4
  • 0
  • 0
Joining in
179 Views
Message 3 of 9
Flag for a moderator

Re: Broadband connection short interruptions several times a day

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 2.2 38 256 qam 25
2 203000000 3.7 38 256 qam 9
3 211000000 4 38 256 qam 10
4 219000000 3 38 256 qam 11
5 227000000 2.7 38 256 qam 12
6 235000000 3.7 38 256 qam 13
7 243000000 3.5 38 256 qam 14
8 251000000 2.9 38 256 qam 15
9 259000000 3.7 38 256 qam 16
10 267000000 3.5 38 256 qam 17
11 275000000 2.2 38 256 qam 18
12 283000000 3 38 256 qam 19
13 291000000 3.4 38 256 qam 20
14 299000000 3.4 38 256 qam 21
15 307000000 3.5 38 256 qam 22
16 315000000 4 38 256 qam 23
17 323000000 3.4 38 256 qam 24
18 371000000 3.5 38 256 qam 26
19 379000000 3.2 38 256 qam 27
20 387000000 2.7 38 256 qam 28
21 395000000 2.5 38 256 qam 29
22 403000000 1.9 38 256 qam 30
23 411000000 1.5 38 256 qam 31
24 419000000 2.5 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 15932 6108
2 Locked 38.6 21585 13137
3 Locked 38.6 22242 13400
4 Locked 38.6 22539 12894
5 Locked 38.6 22074 11930
6 Locked 38.9 20965 10745
7 Locked 38.6 20370 9656
8 Locked 38.6 18695 8173
9 Locked 38.9 17690 7312
10 Locked 38.9 16393 6764
11 Locked 38.9 15805 6433
12 Locked 38.9 15762 6386
13 Locked 38.6 15947 6540
14 Locked 38.9 16381 6558
15 Locked 38.6 16607 6820
16 Locked 38.9 16528 6680
17 Locked 38.6 17090 6530
18 Locked 38.9 14063 4895
19 Locked 38.6 15249 4883
20 Locked 38.6 15780 5078
21 Locked 38.6 15340 5156
22 Locked 38.6 16290 5009
23 Locked 38.6 15480 4596
24 Locked 38.9 14735 4338

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 46.8 5120 64 qam 1
2 39400000 45.5 5120 64 qam 4
3 46200000 45 5120 64 qam 3
4 53700000 45 5120 64 qam 2


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

 

Network Log
Time Priority Description
01/05/2021 15:06:54 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:56:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:38:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:53:57 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 07:43:25 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 09:13:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 08:11:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 05:58:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 05:52:59 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 18:43:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 18:14:2 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 14:52:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 14:52:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 14:51:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 14:51:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 14:27:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 14:27:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 21:54:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
Andrew-G
  • 6.11K
  • 1.08K
  • 2.58K
Very Insightful Person
Very Insightful Person
170 Views
Message 4 of 9
Flag for a moderator

Re: Broadband connection short interruptions several times a day

Hub stats were OK in terms of power and SNR at the moment you took them, but the post-RS (uncorrected) error count is very poor, and the network log is a total crime scene.  I'll flag for staff to advise, chances are they will need to book you a technician visit.

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
John_GS
  • 8.71K
  • 476
  • 769
Forum Team
Forum Team
153 Views
Message 5 of 9
Flag for a moderator

Re: Broadband connection short interruptions several times a day

Hi jjhouse

 

Thanks for posting and welcome to the community. 

 

I am really sorry to hear of any broadband issues and fully appreciate the inconvienience this would cause. 

 

I've ran a diagnostic and no issues showing, no area outages and all the levels are fine. I've then run a detailed check for any SNR, congestion and again no issues showing, all expected ranges for performance. 

 

Can I ask - have you tried a PIN reset on the router? 

 

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"

0 Kudos
Reply
jjhouse
  • 4
  • 0
  • 0
Joining in
149 Views
Message 6 of 9
Flag for a moderator

Re: Broadband connection short interruptions several times a day

I have tried a hard reset several times in the last few months, and again today.

0 Kudos
Reply
Tom_F
  • 3.04K
  • 178
  • 370
Forum Team
Forum Team
92 Views
Message 7 of 9
Flag for a moderator

Re: Broadband connection short interruptions several times a day

Thanks for letting us know @jjhouse. As that hasn't helped and considering the advice above I've gone ahead and arranged a visit from an engineer.  You will find confirmation via your online account (virg.in/myVM) and can reschedule from there if needed.

 

Let us know how that goes, or if we can help with anything else.

 

Tom 

0 Kudos
Reply
jjhouse
  • 4
  • 0
  • 0
Joining in
16 Views
Message 8 of 9
Flag for a moderator

Re: Broadband connection short interruptions several times a day

Wow this forum is brilliant.  Coming from an IT background, and understanding everything my side of the modem/router, it is such a struggle trying to get past the script on the phone support to resolve any issues.

The engineer visited yesterday, and spotted straight away that the isolator was blown, and probably about 20 years old.  Also there were some non-standard coax splitters and connectors fitted (past house owner). The guy replaced all of that and now we seem to have had a much better connection.  No dropouts so far.

So early days, but looks as if the problem is resolved.  Thanks for booking me an engineer visit.

0 Kudos
Reply
Akua_A
  • 588
  • 12
  • 35
Forum Team
Forum Team
12 Views
Message 9 of 9
Flag for a moderator

Re: Broadband connection short interruptions several times a day

Thanks for the update @jjhouse.

 

We are glad to hear our team were able to help resolve this for you.

 

Please do not hesitate to contact us if you need any further help.

 

Thanks, 

Akua_A
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply