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Broadband disconnect issue

neilrmason
On our wavelength

Hi

Over the past few weeks I have noticed at certain times in the day my broadband drops and becomes very unresponsive. For the last few days this has been around 12 o'clock.

I have performed a factory reset, which appeared to help a bit, but upon reading the forum it would appear my issues might be worth further investigation. I Have run a Broadband Quality monitor for today which supports the issues I have experienced. I would say that I was not at home today when it happened.

I will try to post the hub connection data as wellVirginMediaLog.jpg

 

 Thanks for any thoughts guidance next steps in advance

 

Neil

64 REPLIES 64

Today's statistics and quality monitor chart. 

Lunchtime blip again, and interestingly quite bad this morning and again around 4pm yesterday evening

Sep10BQM.jpg

Router logs

Downstream bonded channels

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

14110000007.937256 qam33
2235000000840256 qam13
32430000007.940256 qam14
42510000007.940256 qam15
52590000007.940256 qam16
62670000007.940256 qam17
72750000007.940256 qam18
8283000000840256 qam19
92910000008.140256 qam20
102990000008.538256 qam21
113070000008.440256 qam22
123150000008.140256 qam23
13323000000838256 qam24
143470000008.140256 qam25
153550000008.140256 qam26
16363000000838256 qam27
173710000007.838256 qam28
183790000007.838256 qam29
193870000007.838256 qam30
203950000007.838256 qam31
214030000007.838256 qam32
224190000007.638256 qam34
234270000007.840256 qam35
244350000007.540256 qam36



Downstream bonded channels

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

1Locked37.668623003
2Locked40.3400
3Locked40.3530
4Locked40.3980
5Locked40.31070
6Locked40.31290
7Locked40.91580
8Locked40.31620
9Locked40.31660
10Locked38.91930
11Locked40.91590
12Locked40.32230
13Locked38.93090
14Locked40.32500
15Locked40.92570
16Locked38.93500
17Locked38.64200
18Locked38.65350
19Locked38.65870
20Locked38.65020
21Locked38.64940
22Locked38.64760
23Locked40.93030
24Locked40.33500

 

Channel 1 errors up slightly

Upstream bonded channels

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

14619999637.5512064 qam3
22580000036.5512064 qam6
33260000037.5512064 qam5
43940000037.5512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Still looking good

 

and associated network logs

 

Time Priority Description

10/09/2021 12:27:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2021 11:37:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 22:35:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 16:05:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 12:36:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:37:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 15:31:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 11:59:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 11:37:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 23:12:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 17:49:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 16:35:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

jbrennand
Very Insightful Person
Very Insightful Person
I will flag for VM to take a look

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Oh that’s great, thanks to everyone for all your help so far

 

Hello neilrmason

Help is here now 

Sorry it took a while to get back to you on here 

I have just checked the hub from here and we will need to get an engineer out 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

 

Hello neilrmason

I have just replied back to your PM with the visit time for the engineer 

Can you please let us know how things afterwards 

Gareth_L

Hi Gareth

 

yes of course, I will keep checking the behaviour of the hub before the visit and will definitely keep you posted

 

that is so good of you

Thanks

Neil

Hello neilrmason

Just a quick message to see how the visit went?

How are things looking now?

Gareth_L

Hi Gareth

visit went well much progress  still monitoring the broadband so will have a fuller story later

out and about at the moment but was going to give you a full update later this afternoon. 

watch this space!

 

Neil

The engineer (Tommy) visited yesterday and was quite intrigued about the issue I am facing. He was of the opinion that my internal wiring was causing the noise on the line that I was experiencing. The challenge the apartment we live in has is that the distance from the Virgin Box where it enters the property is some distance from the lounge/ TV. The cable that is used for the signal in the house is not up to Virgin Specification (more later). Tommy replaced as many of the push to connect cables as well.

When he left the data he could read looked very promising.

We did not have any further issues that evening

I attach two BQM log charts. The first shows yesterday up unto the time Tommy arrived, the second the time after and up to current time.

The evening log shows as pretty good, one glitch but no outage. We were able to watch our Catch up without any freezing which was a welcome change. We were very positive.

Overnight there is a strange spell around 2am where the latency increases but no massive spikes or any POST RS errors.

Today after 10am, the chart is quite erratic and actually I would say worse than previous days. Looks like a brief outage at 1pm. So I would say (as an amateur) that some issues still exist. We also have 11553 POST RS errors, which is probably not a surprise

it feels that the internal wiring could be a problem for sure but I cant see how it is possible to attempt a rewire except by going outside the building (which could be troublesome as well). The internal layout and flow of rooms, stairs etc makes it very difficult for the cable run. One idea would be to pull out the existing cable, but I am not 100% sure that it will pass smoothly through the property.........

The charts are attached, the first is yesterday before visit, second after Tommy. Also attached is relevant Router log

 

I have Tommy's contact number so will drop him a note as well to see if he can think of anything else

 

Neil

 

Sep11BQM.jpgSep12BQM.jpg

and Router log

Downstream bonded channels

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

14110000008.137256 qam33
22350000008.440256 qam13
32430000008.340256 qam14
42510000008.140256 qam15
52590000008.140256 qam16
62670000008.440256 qam17
72750000008.540256 qam18
82830000008.640256 qam19
92910000008.840256 qam20
10299000000940256 qam21
113070000008.940256 qam22
123150000008.940256 qam23
133230000008.538256 qam24
143470000008.540256 qam25
153550000008.840256 qam26
163630000008.838256 qam27
173710000008.638256 qam28
183790000008.538256 qam29
193870000008.538256 qam30
203950000008.438256 qam31
214030000008.137256 qam32
224190000008.138256 qam34
234270000008.440256 qam35
244350000008.340256 qam36



Downstream bonded channels

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

1Locked37.651811553
2Locked40.3330
3Locked40.3600
4Locked40.3830
5Locked40.31110
6Locked40.31390
7Locked40.31410
8Locked40.91140
9Locked40.31320
10Locked40.31570
11Locked40.91680
12Locked40.31610
13Locked38.92380
14Locked40.32370
15Locked40.91810
16Locked38.92630
17Locked38.63020
18Locked38.63600
19Locked38.64370
20Locked38.65020
21Locked37.64430
22Locked38.63990
23Locked40.32650
24Locked40.32490