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dwalker
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Broadband dropping out - issues for over 1 month now.

Hi all, 

I've been with VM for 12 years now. Have always loved their fast fibre cable broadband but have been having issues recently with the connection being lost intermittently throughout the day. I phoned up the helpline and they said there was an issue in the area that was to be resolved last Tuesday (24th March) but still issues abound. It's really frustrating as I need to have several zoom calls throughout the week for various meetings and sometimes multiple calls a day and the internet drops out for about 15 seconds every 5 minutes.

My wife is a teacher trying to work from home, and also our kids are accessing their school work / having hangouts with the class which is frustrating them when the connection is lost.

The outage seems to be at the router / external to house side rather than internet wifi connection as it happens also when streaming on TV with a wired connection to the router.

Below is a copy/paste of all of the tabs on the router's admin page. Not sure if there is anything I can do, and I can't get through to anyone in the call centres now either!

Thank you!

------Refresh data
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
235000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

 

-----


Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 235000000 8 38 256 qam 13
2 139000000 13.1 40 256 qam 1
3 147000000 12.5 38 256 qam 2
4 155000000 12.3 38 256 qam 3
5 163000000 12 38 256 qam 4
6 171000000 11.8 38 256 qam 5
7 179000000 11.1 38 256 qam 6
8 187000000 10.8 38 256 qam 7
9 195000000 10 38 256 qam 8
10 203000000 9.5 38 256 qam 9
11 211000000 9.3 38 256 qam 10
12 219000000 8.9 38 256 qam 11
13 227000000 8.5 38 256 qam 12
14 243000000 7.5 38 256 qam 14
15 251000000 7.9 38 256 qam 15
16 259000000 8.5 38 256 qam 16
17 267000000 9.1 38 256 qam 17
18 275000000 9.1 38 256 qam 18
19 283000000 9.5 38 256 qam 19
20 291000000 9.8 38 256 qam 20
21 299000000 10.4 38 256 qam 21
22 307000000 10.6 38 256 qam 22
23 315000000 10.9 38 256 qam 23
24 323000000 11 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 178 0
2 Locked 40.3 79 0
3 Locked 38.9 49 0
4 Locked 38.9 95 0
5 Locked 38.9 72 0
6 Locked 38.9 112 0
7 Locked 38.9 67 0
8 Locked 38.9 80 0
9 Locked 38.6 73 0
10 Locked 38.9 90 0
11 Locked 38.6 113 0
12 Locked 38.6 114 0
13 Locked 38.9 114 0
14 Locked 38.6 244 0
15 Locked 38.6 233 0
16 Locked 38.6 254 0
17 Locked 38.6 147 0
18 Locked 38.6 147 0
19 Locked 38.9 190 0
20 Locked 38.9 162 0
21 Locked 38.6 208 0
22 Locked 38.9 168 0
23 Locked 38.9 175 0
24 Locked 38.9 154 0

 

-----


Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 3.825 5120 64 qam 1
2 32600000 3.8 5120 64 qam 3
3 39400000 3.8 5120 64 qam 2
4 25799913 3.775 5120 64 qam 4


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 0 0

 

-------

Refresh data
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u-b.cm


Primary Downstream Service Flow
SFID 100482
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 100481
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
03/04/2020 07:29:49 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2020 07:29:39 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 09:06:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 06:04:18 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 08:41:4 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 20:26:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 02:16:8 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 11:29:19 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 00:05:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2020 20:42:32 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 17:09:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:38:8 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:38:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:38:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:38:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:37:23 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:37:19 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:37:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:37:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 08:53:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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LurchVMtech
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Re: Broadband dropping out - issues for over 1 month now.

Good Morning

If you hover over my name and send me a private message, i will take a look into it and see what i can do to help you

 

Many thanks

LurchVMtech


Here to help! I'm a technician helping out whilst working from home. Find out more


Gary_S1
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Re: Broadband dropping out - issues for over 1 month now.

hi,

 

do you see any green flashing lights on the hub at all?

are you able to send me a private message with the Mac address of your modem which is located on the bottom above the barcode. once i have this i can run some system check.

 

-------------------------------------------------------------------------------------
I am a Virgin Media Field Technician working from home. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
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dwalker
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Re: Broadband dropping out - issues for over 1 month now.

Still having issues. There was an area issue yesterday which was fixed for the area, but we're still having dropouts ourselves.

I've setup a monitor here as you can see it's dropping packets all over the shop. 😞

My Broadband Ping - Home virgin media

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Corey_C
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Message 5 of 7
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Re: Broadband dropping out - issues for over 1 month now.

Hi dwalker,

 

Thanks for your post and reaching out to the Community Forums. Sorry to hear that you are having connectivity issues. Are you able to confirm you have already sent a PM to our Forum Team Member @LurchVMtech or @Gary_S1 as they would be able to look into your connection for you?

I also had a look to see if there were any outages in the area that may have impacted your signals, there doesn't appear to be any at the moment. Have you moved your hub recently or changed any of the connectors/cabling? I've also included a link that may be of some help to you, https://www.virginmedia.com/help/broadband/no-slow-connection/in-home/wired

 

Cheers,

Corey C

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dwalker
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Re: Broadband dropping out - issues for over 1 month now.

Hi Corey,

LurchVMtech looked into in on Friday, but not sure where he go to. There hasn't been a change in our setup at all or moved it etc. There was an area issue about a month ago and ever since then we've been getting dropouts every few minutes / all day.

Thanks,

Dave

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Rmcanlis
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Message 7 of 7
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Re: Broadband dropping out - issues for over 1 month now.

Hi all, 

I've been with VM for 2 years now. I can't access fast fibre cable broadband but on the service I have I've been having issues recently with the connection being lost intermittently throughout the day. I phoned up the helpline and they said there was an issue in the area that was to be resolved last Tuesday (24th March) but still issues abound 10 months later. It's really frustrating as I need to have several zoom calls throughout the week for various meetings and sometimes multiple calls a day and the internet drops out for about 15 seconds every 5 minutes.

My wife is under treatment for long term health issues trying to connect to appointments from home, when the connection is lost.

The outage seems to be at the router / external to house side rather than internet wifi connection as it happens also when streaming on TV with a wired connection to the router.

My neighbours are ALL having the same issue and have been for over 10 months.

On Friday I called and after 1 hour spoke to a member of virgin staff. I was PROMISED categorically a call back in 24 hours by a manager as I wouldn't accept the response of 'please bare with us until Feb 2021 end and it will be resolved'. 

NO ONE, CALLED ME BACK WITHIN 24 HOURS. NO EMAIL. NO MESSAGE. NO CALL. This is unacceptable.

Quite frankly the service I've received for a year is not fit for purpose, so why am I paying for it?

Below is a copy/paste of all of the tabs on the router's admin page. Not sure if there is anything I can do, and I can't get through to anyone in the call centres now either!

Thank you!

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