Connection Dropping out. HELP!

[Aliali123]

So my connection has been very bad for the past month. First of all i thought it was on issues on black ops 6 on PC as i was lagging out of every other game but I'm also losing the connection on my phone, tv and other devices regardless of wired or WIFI connection. It seems as if the whole router stops the connections for a few seconds to a minute. So far i have reset my router several times with the reset button, ive reset through the admin portal all settings. I've left the router off for hours but still no fix. i came across others with issues and they posted Broadband quality monitor graphs so i did the same and its a lot worse than i thought. I have check over all cabled and they seem fine. when im connected im getting great dload and upload speeds. Take a look at the graph. i have told virgin who are sending a new hub 5 out as im currently on hub 3 and i also upgraded to 1 gig so im  hoping it would fix it but im unsure as others have similar issues on hub 5. Ignore the red period in the graph as that was the point i tried my router in modem mode only but it didnt fix any issues. 

[Adduxi]

You need to post your power levels and network log from the Hub for comment.  Also try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

I would have held off upgrading, as I'm pretty certain this will not fix your issue.

[Aliali123]

i rang virgin who said there were no issues in the area. what do you mean by power levels? also where do i find the network log on the hub? cant see that option. thank you. 

[Aliali123]

10/12/2024 16:51:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 16:50:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 16:49:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 16:49:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 16:48:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 16:41:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 16:27:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 16:27:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 16:23:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 16:22:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 15:51:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 15:51:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 15:39:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 15:38:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 15:24:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 15:23:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 15:21:13	Warning!	RCS Partial Service;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;
10/12/2024 15:15:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2024 15:15:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Aliali123]

Upstream bonded channels

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

1	32600019	35.8	5120	64 qam	9
2	23600000	35.5	5120	64 qam	10
3	39400000	35.5	5120	64 qam	8
4	46200000	35.5	5120	64 qam	7
5	60299956	36.3	5120	64 qam	5
6	53700000	36	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0
6	ATDMA	0	0	0	0

[Aliali123]

Refresh data

Downstream bonded channels

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

1	138750000	6.5	37	256 qam	1
2	146750000	6.3	37	256 qam	2
3	154750000	6	37	256 qam	3
4	162750000	6.5	37	256 qam	4
5	170750000	6.5	38	256 qam	5
6	178750000	6.8	37	256 qam	6
7	186750000	6.9	37	256 qam	7
8	194750000	7	38	256 qam	8
9	202750000	7	38	256 qam	9
10	210750000	7	37	256 qam	10
11	218750000	6.9	38	256 qam	11
12	226750000	6.9	38	256 qam	12
13	234750000	6.9	38	256 qam	13
14	242750000	6.9	38	256 qam	14
15	250750000	6.5	38	256 qam	15
16	258750000	6	38	256 qam	16
17	266750000	5.6	38	256 qam	17
18	274750000	5.5	38	256 qam	18
19	282750000	5	37	256 qam	19
20	290750000	4.5	37	256 qam	20
21	298750000	4.6	37	256 qam	21
22	306750000	5	38	256 qam	22
23	314750000	5.3	38	256 qam	23
24	322750000	5.1	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	831	4359
2	Locked	37.6	832	3865
3	Locked	37.6	868	3818
4	Locked	37.6	833	4278
5	Locked	38.6	854	4323
6	Locked	37.6	885	3967
7	Locked	37.6	835	4398
8	Locked	38.6	838	4147
9	Locked	38.6	840	4387
10	Locked	37.6	856	4409
11	Locked	38.6	867	4566
12	Locked	38.6	909	4144
13	Locked	38.6	857	4323
14	Locked	38.6	921	3831
15	Locked	38.6	895	4540
16	Locked	38.6	880	4627
17	Locked	38.6	898	4610
18	Locked	38.6	885	4322
19	Locked	37.6	909	4568
20	Locked	37.6	919	4668
21	Locked	37.6	957	4693
22	Locked	38.6	952	4365
23	Locked	38.6	994	4494
24	Locked	37.6	963	4203

[Adduxi]

Too many PostRS errors and SYNC errors for starters.  There is a problem with the circuit somewhere and will need a VM tech to sort this out.  All you can do is check the connections from the Hub to outside are at least "finger" tight.  A VM Mod should pick this up in a day or two and discuss directly with you.

[Aliali123]

ive just check all connection in house leading to outside virgin box and all is good. is it worth booking an engineer to take a look before my new hub arrives? 

[Snox]

Hi, I am about 4 weeks new to Virgin Broadband and constant dropping issues, where and how can I get these stats? All network test constantly state "Green"

[Aliali123]

UPDATE-----------

Had an engineer out today who replaced my hub 3 with a hub 5 and also said my upstream/downstream were slightly out and made adjustments. So far so good! no drops in connection and gaming is so much better.

Snox-- you can find the stats in your router portal. Enter 192.168.0.1  in your web browser and enter the password located on your router hub. This password will be different to your wifi password. Once logged in headover to Advanced settings > Tools > Network Status > Network Log.  To produce a graph for the quality of your broadband head over to https://www.thinkbroadband.com/

you can make a profile for free and create a graph that will track your internet latency and packet loss. Return to the graph after a long period of time and make a post with it here. someone will help.