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lukemitchell9
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Broadband dropping out

Hi All,

For a couple of months now on random days my Virgin Media broadband is dropping out.  It is very frustrating as do many I am working from home.

These are my router logs, if anyone can advise?

 

Have been through the Virgin routes but end up in a loop of just being advised to reboot my router...Thanks Luke

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lukemitchell9
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Re: Broadband dropping out

 

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
202750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online


Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 1.7 38 256 qam 9
2 210750000 1.5 38 256 qam 10
3 218750000 1.9 38 256 qam 11
4 226750000 1.9 40 256 qam 12
5 234750000 1.7 38 256 qam 13
6 242750000 1.2 40 256 qam 14
7 250750000 1 38 256 qam 15
8 258750000 0.4 38 256 qam 16
9 266750000 0.2 40 256 qam 17
10 274750000 0.2 40 256 qam 18
11 282750000 0.5 38 256 qam 19
12 290750000 0.7 38 256 qam 20
13 298750000 1 38 256 qam 21
14 306750000 1 40 256 qam 22
15 314750000 0.9 38 256 qam 23
16 322750000 0.4 38 256 qam 24
17 330750000 0 38 256 qam 25
18 370750000 -0.2 40 256 qam 26
19 378750000 -0.2 38 256 qam 27
20 386750000 -0.7 40 256 qam 28
21 394750000 -1.2 38 256 qam 29
22 402750000 -1.9 38 256 qam 30
23 410750000 -2.2 38 256 qam 31
24 418750000 -2.5 38 256 qam 32

 

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 104078676 19642107
2 Locked 38.9 95849949 16307932
3 Locked 38.9 88333510 10480498
4 Locked 40.3 82496513 6466942
5 Locked 38.9 78679266 5456491
6 Locked 40.3 77894985 5402422
7 Locked 38.9 81692290 5743405
8 Locked 38.9 83800918 5330770
9 Locked 40.3 81955488 4370118
10 Locked 40.3 75614347 3381672
11 Locked 38.9 68323102 2861761
12 Locked 38.9 60074210 2599705
13 Locked 38.6 53310683 2469613
14 Locked 40.3 42427874 2370111
15 Locked 38.9 37904751 2327539
16 Locked 38.9 31700427 2257801
17 Locked 38.9 23751071 2178176
18 Locked 40.3 13445885 2086798
19 Locked 38.9 13903448 2076069
20 Locked 40.3 13592182 2037363
21 Locked 38.9 14209612 2081232
22 Locked 38.9 14321042 2063752
23 Locked 38.9 14752183 2014653
24 Locked 38.9 13001493 2042844


Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 42.5 5120 64 qam 2
2 46200000 43 5120 64 qam 1
3 25800000 41.5 5120 64 qam 7
4 32600000 42 5120 64 qam 3

 

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 8 0
2 ATDMA 0 0 3 0
3 ATDMA 0 0 24 0
4 ATDMA 0 0 9
0

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057+voc-b.cm

 

Primary Downstream Service Flow
SFID 730912
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0

 

Primary Upstream Service Flow
SFID 730911
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort


Network Log
Time Priority Description
02/06/2021 11:58:1 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:42:2 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:42:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:42:0 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:42:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:41:53 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:41:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:35 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:27 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:25 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:23 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:22 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:20 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:19 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:17 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 11:39:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

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jbrennand
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Re: Broadband dropping out

Need to start from a blank sheet.

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

When done, check back in the settings and ensure that the RS error counts And T3's have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones and T3's) you have a problem that only a Tech visit will sort.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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lukemitchell9
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Re: Broadband dropping out

Hi John,

 

Thank you very much for the information, i have completed the reset and checked all physical connections.  All counter reset but there are errors in the "Pre RS Errors", all others are currently clear, i have also setup a BQM.

My router in general is very slow to respond and sometimes times out or doesn't load and i am connected directly to it, so not sure if that is anything to be worried about

 

Thanks Luke

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jbrennand
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Re: Broadband dropping out

Post up the data again today. Also lets see the BQM.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Robert_P
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Re: Broadband dropping out

Hi lukemitchell9

 

Sorry to hear of the broadband connection issues, we appreciate you taking the time to raise this via the forums and for providing all of the information you have done so far.

 

From looking at your connection and equipment everything appears to be within the ranges and spec's we'd expect to see. If you could post the logs and your BQM if it has been running for 24 hours we can take a look again.

 

Thanks

 

Rob

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lukemitchell9
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Re: Broadband dropping out

Hi All,

Here is the BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/939c6dbc25bd2653490cc25ac80053d4d8073bb4-07-06-2021

Network Log

Time

Priority

Description

07/06/2021 11:02:26

Warning!

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

07/06/2021 11:02:26

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

07/06/2021 11:02:6

Warning!

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

07/06/2021 11:02:6

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

07/06/2021 11:01:56

Warning!

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

07/06/2021 11:01:56

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

07/06/2021 11:01:47

Warning!

Lost MDD Timeout;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

07/06/2021 11:01:45

Warning!

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

07/06/2021 11:01:45

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

07/06/2021 11:01:43

Warning!

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

07/06/2021 11:01:43

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

07/06/2021 11:01:19

Warning!

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

07/06/2021 11:01:19

Warning!

Lost MDD Timeout;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

07/06/2021 11:01:18

Warning!

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

07/06/2021 11:01:18

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

07/06/2021 11:01:15

Warning!

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

07/06/2021 11:01:15

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

07/06/2021 11:01:13

Warning!

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

07/06/2021 11:01:13

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

07/06/2021 11:01:13

Warning!

Lost MDD Timeout;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

 

 
Thanks 

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Akua_A
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Re: Broadband dropping out

Thank you for the update @lukemitchell9

 

Just to clarify are you using any third party equipment? 

 

Please get back to us when you can.

 

Thanks,

 

Akua_A
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lukemitchell9
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Message 9 of 21
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Re: Broadband dropping out

Hi,

I have the Virgin Media SH3 connected to the Virgin line, then a Ubiguiti UAP-AC-PRO connected for WiFi clients, nothing else connected.  When the drops occur, I am still connected to WiFi and can access the AP and the SH3 but no external access

Thanks

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Akua_A
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Re: Broadband dropping out

Thank you for letting me know @lukemitchell9.

 

Have you tried rebooting those devices to see if the issue persists? 

 

Thanks

Akua_A
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