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jasonpcase
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Message 1 of 19
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Broadband intermittent connection drop outs

Hi,
 
Really hoping someone can help with an issue I'm having with my broadband, where the connection frequently drops out, perhaps only for a few seconds, but is happening every few minutes continuously throughout the day.
 
The issue first started on Wednesday 23rd June where my wife and I (who both work from home currently) were seeing connection errors with our work laptops. Both are connected to the router (hub 3) via ethernet using a powerline adaptor. Initially we put this down to a problem with the work network, as it often struggles at points during the day, and thought no more about it.
 
However, over the course of Thursday and Friday, the drop outs became worse and for longer which made the connection virtually unusable. We also noticed that the drop outs affected ALL devices. We have Sky, a Smart TV and two laptops connected via ethernet, and a host of other devices (phone, tablet etc.) on wi-fi, and the drop outs affected all of them at the same time.
 
Worth mentioning at this point that we've had Virgin Fibre for 3 years since we moved into the house (it was a new-build with Virgin as the sole supplier of fibre in the area) and have never had a problem. We've also had the same setup (i.e. where the router is located and the devices attached) for most of this time, with the only addition being the powerline adaptor which I added 15 months ago when we first started working from home - again no problems whatsoever until Wednesday. We've not changed anything, nor added any new equipment to the house that may be causing interference.
 
After following the procedures for rebooting and pin-hole resetting (numerous times) I called Virgin Customer Services, and after a number of calls they arranged for an engineer to attend. He attended on Monday 28th and found a small issue with cable in the street cabinet which he fixed, did all of the tests and was confident the issue was resolved. He also added an attenuator to the cable (don't know what rating).
 
Unfortunately the issue wasn't fixed and the drop outs continued. I called Virgin again and eventually got them to arrange another engineer (although they refused on the grounds that their systems said everything was fine!). He attended on Wednesday 30th and replaced the router, and fitted a different attenuator. He also did all of the cable tests which he said all passed as expected. To be fair, this does seem to have reduced the severity of the drop outs slightly (i.e. they don't last as long) but, again, they still occur continuously through the day.
 
I've tried calling VCS back but from the tests they carry out remotely everything looks fine and aren't convinced when I explain that I'm looking at my laptop, phone and ipad as a drop out is happening at the time. The hub never shows any error lights.
 
I've set up a BQM - I've no idea how to interpret this but I've added it below - to me it looks way too choppy, too much blue and yellow, and there's a number of red points across the top which I assume are the drop outs? I've also added below the logs from the router, which I notice from other posts is something always asked for by the experts on here.
 
Running the online tests via the Virgin website, some of them pass, some of them fail, with the failed tests telling me to reboot/do pin-hole reset - neither of these make any difference.
 
Hoping this gives you all the info you need to help me resolve this issue. I really need it fixing as soon as possible as working from home is now really difficult - more so now as work has reduced the number of people allowed in the office due to the delta variant, so I'm now full-time at home!


Thanks.

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jasonpcase
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Message 2 of 19
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Re: Broadband intermittent connection drop outs

 

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
46199991
Locked
Provisioning State
Online
 
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000438256 qam25
22030000003.237256 qam9
3211000000337256 qam10
4219000000337256 qam11
5227000000337256 qam12
62350000003.237256 qam13
72430000003.237256 qam14
82510000003.538256 qam15
92590000003.537256 qam16
102670000003.537256 qam17
112750000003.537256 qam18
122830000003.538256 qam19
132910000003.738256 qam20
14299000000437256 qam21
153070000003.938256 qam22
16315000000438256 qam23
17323000000437256 qam24
183390000004.137256 qam26
193470000004.337256 qam27
203550000004.337256 qam28
213630000004.338256 qam29
223710000004.137256 qam30
233790000004.337256 qam31
243870000004.437256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.65002533341
2Locked37.6611336630
3Locked37.3508810399
4Locked37.6513333140
5Locked37.6659134412
6Locked37.3571532347
7Locked37.61877998642
8Locked38.63361980577
9Locked37.64478171177
10Locked37.65148661539
11Locked37.65418357576
12Locked38.65438855869
13Locked38.65357152782
14Locked37.65903143871
15Locked38.95499840950
16Locked38.65325136968
17Locked37.65168935226
18Locked37.64682333150
19Locked37.63956233067
20Locked37.63542833858
21Locked38.63400234445
22Locked37.63233326561
23Locked37.32884234835
24Locked37.62678625221

 

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jasonpcase
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Message 3 of 19
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Re: Broadband intermittent connection drop outs

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14619999137512064 qam1
22580000035.5512064 qam4
33260000037512064 qam3
43940002637512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0030
2ATDMA0050
3ATDMA0070
4ATDMA0020
 
Network LogTime Priority Description
02/07/2021 16:50:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:17:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:17:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:17:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:17:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:17:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:17:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 15:16:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jasonpcase
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Message 4 of 19
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Re: Broadband intermittent connection drop outs

Link to BQM, if the image doesn’t work…

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d0d2513643262f8419451ff0054160149b7de7cf-02-07-2021
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sophist
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Message 5 of 19
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Re: Broadband intermittent connection drop outs

Well, there's nothing wrong with the power levels etc - they are all within spec. I'm not surprised that teh call centre said that everything looked ok from their end. Indeed the visiting engineer probably saw that all of the levels were in spec and signed it off too..

The post-rs errors are an issue and the BQM is horrible.  It doesn't show any full drops, but i can imagine it probably feels like a full drop with a graph like that.. something isn't right. It's not a typical overutilisation graph, however, as they are usually "clean" at offpeak times..

the log is also filled with concerns - the timing sync messages + lots of channel drops.. it'll take someone with more knowledge than me to describe the potential causes to those though..

I've flagged this for VM to comment..

 

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jasonpcase
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Message 6 of 19
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Re: Broadband intermittent connection drop outs

Thank you… I’m really grateful for your reply! I’m glad I’m not just imagining these issues and although not technical, the error logs and BQM do look bad, to my untrained eye. 

Thanks for flagging with VM - do you know how long they take to look into these things and respond?

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lotharmat
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Message 7 of 19
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Re: Broadband intermittent connection drop outs

It can be a day or so!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Hayley_S
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Message 8 of 19
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Re: Broadband intermittent connection drop outs

Hello @jasonpcase,

 

Welcome to the community page, thank you for reaching out to us on here.

 

I am sorry for the issues that you are having at the moment with your internet.

 

I have located your account using your forums details, I can see you had a engineer around recently.

 

Can you please tell me what it has been like since then? Did the engineer advice what the issue is?

 

Look forward to your response.

Hayley
Forum Team



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jasonpcase
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Message 9 of 19
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Re: Broadband intermittent connection drop outs

Hi Hayley,

I've had two engineers. The first identified an issue in the street cabinet where it appeared our cable had been stretched (possibly from another installation) and so he reseated the connection and the power readings he then achieved were coming through more strongly than before, hence why he fitted an attenuator. This didn’t seem to make much difference once he’d left as the issue continued.

The second engineer replaced the router as the one we had was 3 years old and did all of the tests available to him via his various devices. Again, everything seemed to be within spec but the issues continued after he left. 

I did ask both engineers what would happen if this either of their actions didn’t solve the problem and both advised it could mean a new cable being required or a problem with the cabinet or local service, although none of my neighbours have reported any issues which suggests it’s just my feed.

Since the second engineer replaced the router the drop outs have slightly reduced in severity, that is, they still happen frequently but for less time; the connection re-establishes more quickly so you don’t feel the pain for as long. The drop outs are still every 5-10 mins, perhaps less if multiple devices are being used or it’s a busy time of day.

Until Wednesday last week we’ve never had a problem and we’ve been really happy with the service provided. It does feel like something has changed but the key is finding what the root of it is.

Hope this helps?

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jasonpcase
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Message 10 of 19
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Re: Broadband intermittent connection drop outs

Hi Hayley,

 

if it helps here’s a link to my latest BQM… very much the same as the previous day…

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a451c75841f6a4d0b3a62c289feee30a39b2dfdd-03-07-2021
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