Connectivity Issues

[Pbx2021]

I'm being driven mad by issues with applications, websites not loading correctly, connections timing out - does any of this look like I need an engineer? Not sure what else I can try at this point everything was fine until last week, The issues are happening on wired and wireless, the internet never fully drops out its more like small blips that just stop you dead in your tracks or cause lag spikes.

3.0 Downstream channels

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

1	331000000	4.9	42	QAM 256	25
2	147000000	7.7	41	QAM 256	2
3	155000000	7.4	41	QAM 256	3
4	163000000	7.2	41	QAM 256	4
5	171000000	7	41	QAM 256	5
6	179000000	6.8	41	QAM 256	6
7	187000000	6.8	41	QAM 256	7
8	195000000	7	42	QAM 256	8
9	203000000	7	42	QAM 256	9
10	211000000	6.9	41	QAM 256	10
11	219000000	6.4	42	QAM 256	11
12	227000000	6	41	QAM 256	12
13	235000000	5.9	42	QAM 256	13
14	243000000	5.7	42	QAM 256	14
15	251000000	5.5	42	QAM 256	15
16	259000000	5.3	42	QAM 256	16
17	267000000	4.8	41	QAM 256	17
18	275000000	4.2	41	QAM 256	18
19	283000000	4	41	QAM 256	19
20	291000000	4.7	42	QAM 256	20
21	299000000	5.3	42	QAM 256	21
22	307000000	5.4	42	QAM 256	22
23	315000000	5.4	42	QAM 256	23
24	323000000	5.1	42	QAM 256	24
25	339000000	4.7	42	QAM 256	26
26	347000000	4.4	42	QAM 256	27
27	355000000	4.5	42	QAM 256	28
28	363000000	4.9	42	QAM 256	29
29	371000000	5.2	42	QAM 256	30
30	379000000	5.1	42	QAM 256	31
31	387000000	4.7	42	QAM 256	32

3.0 Downstream channels

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

1	Locked	42	5	0
2	Locked	41	0	0
3	Locked	41	0	0
4	Locked	41	0	0
5	Locked	41	0	0
6	Locked	41	0	0
7	Locked	41	0	0
8	Locked	42	0	0
9	Locked	42	0	0
10	Locked	41	0	0
11	Locked	42	0	0
12	Locked	41	0	0
13	Locked	42	1	0
14	Locked	42	1	0
15	Locked	42	1	0
16	Locked	42	2	0
17	Locked	41	1	0
18	Locked	41	2	0
19	Locked	41	2	0
20	Locked	42	3	0
21	Locked	42	1	0
22	Locked	42	2	0
23	Locked	42	3	0
24	Locked	42	2	0
25	Locked	42	5	0
26	Locked	42	3	0
27	Locked	42	4	0
28	Locked	42	6	0
29	Locked	42	1	0
30	Locked	42	3	0
31	Locked	42	5	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

42

2.6

630126760

0

[jbrennand]

We need to see the two tables of upstream data and the network logs.

Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[Pbx2021]

Hi John,

Thanks for the reply.

Upstream is here.

3.0 Upstream channels

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

0	49600000	42	5120	QAM 64	1
1	43100000	41.8	5120	QAM 64	2
2	36600000	41.3	5120	QAM 64	3
3	30100000	41	5120	QAM 64	4
4	23600000	40.8	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

11

37.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

220

74000000

0

0

Logs are as follows - to note, the majority restarts have been me, sans the one on 06/01 in the morning which is interestingly (or not) when these issues started happening. Been running fine for 6 months with no issues and as of this month it's gone bad, at the same time people on local Facebook groups are noting full outages, while I'm not seeing that it's just not great.

Network Log

Time Priority Description

11-01-2024 23:21:02	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 23:15:59	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:10:35	notice	REGISTRATION COMPLETE - Waiting for Operational status
11-01-2024 21:10:31	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:10:25	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:10:18	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:10:16	notice	Honoring MDD; IP provisioning mode = IPv4
11-01-2024 21:10:01	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:10:00	critical	Cable Modem Reboot because of - HW or Power-On Reset
11-01-2024 21:02:09	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:02:08	critical	Cable Modem Reboot because of - Erouter Mode Change
09-01-2024 12:09:28	critical	Cable Modem Reboot because of - HW or Power-On Reset
09-01-2024 12:09:28	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-01-2024 12:00:27	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-01-2024 12:00:26	critical	Cable Modem Reboot because of - HW or Power-On Reset
09-01-2024 11:52:52	critical	Cable Modem Reboot because of - HW or Power-On Reset
09-01-2024 11:52:52	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-01-2024 07:56:17	critical	Cable Modem Reboot because of - HW or Power-On Reset
06-01-2024 07:56:17	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 I setup a BQM earlier today but not a whole lot data there so far.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/13bece7d8239f6f30fa680eba610307900... 

To note, the issues are widely being noted on my wired in house 'server' (read repurposed PC for home assistant, media etc) but I'm also seeing the issues when trying to use websites on my MacBook. It's making work difficult as order journeys on tools we use don't play nicely since this started. 

[Pbx2021]

my reply disappeared. No idea what is happening.

I setup the broadband monitor earlier today after switching out of modem mode last night to rule out my own hardware and not seeing any improvement

https://community.virginmedia.com/t5/Networking-and-WiFi/Connectivity-Issues/td-p/5468173 

Upstream channels are here -

3.0 Upstream channels

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

0	49600000	42	5120	QAM 64	1
1	43100000	41.8	5120	QAM 64	2
2	36600000	41.3	5120	QAM 64	3
3	30100000	41	5120	QAM 64	4
4	23600000	40.8	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

11

37.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

220

74000000

0

0

To note, sans the drop out on the morning of 06/01 subsequent restarts have been me getting annoyed and restarting it.

Network Log

Time Priority Description

11-01-2024 23:21:02	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 23:15:59	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:10:35	notice	REGISTRATION COMPLETE - Waiting for Operational status
11-01-2024 21:10:31	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:10:25	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:10:18	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:10:16	notice	Honoring MDD; IP provisioning mode = IPv4
11-01-2024 21:10:01	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:10:00	critical	Cable Modem Reboot because of - HW or Power-On Reset
11-01-2024 21:02:09	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-01-2024 21:02:08	critical	Cable Modem Reboot because of - Erouter Mode Change
09-01-2024 12:09:28	critical	Cable Modem Reboot because of - HW or Power-On Reset
09-01-2024 12:09:28	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-01-2024 12:00:27	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-01-2024 12:00:26	critical	Cable Modem Reboot because of - HW or Power-On Reset
09-01-2024 11:52:52	critical	Cable Modem Reboot because of - HW or Power-On Reset
09-01-2024 11:52:52	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-01-2024 07:56:17	critical	Cable Modem Reboot because of - HW or Power-On Reset
06-01-2024 07:56:17	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-12-2023 20:13:10	critical	Cable Modem Reboot because of - HW or Power-On Reset
16-12-2023 20:13:10	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 22:59:11	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 22:59:11	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 22:58:03	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 21:08:09	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 21:08:09	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 21:07:45	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 21:07:21	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 21:07:21	critical	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 21:06:13	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 21:06:00	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-11-2023 21:06:00	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[legacy1]

Modem mode is better for testing your connection with BQM as it will go through a Ethernet port then be stuck in the hub.

Your PC could do with a reinstall but try using other DNS like 1.1.1.1, 8.8.8.8, or 9.9.9.9

[Pbx2021]

Was using 1.1.1.1 in modem mode. Also tried setting the MBP to 8.8.8.8 no change.

my worry with leaving it in modem mode is I know an engineer will immediately blame it, so I want my proof without.

due respect, it’s not a device issue. I’m noting this on a wired Linux system, wired Windows system and wired Mac system as well as wireless devices.

the limited data in my BQM from this afternoon already appears to be showing the exact issue I’m experiencing, but I’m no expert so would be good to get a second opinion. https://www.thinkbroadband.com/broadband/monitoring/quality/share/13bece7d8239f6f30fa680eba610307900...  

[Pbx2021]

Bumping in the hopes that someone can let me know if all the levels look right 

[legacy1]

Your BQM looks good if its not your device then its routing and the server your connecting too

You could maybe try TCPing to see if you get packet loss to a given site and to a DNS server

https://download.elifulkerson.com/files/tcping/0.39/x64/

[Ashleigh_C]

Hi there @Pbx2021 

Thank you so much for your post and welcome back to the forums, it's great to have you back.

I am so sorry to hear that you are facing issues with your service and thank you to our community for their help and advise so far. 

Can I ask if you are facing issues on just one device or multiple? I have run some checks on our side and cannot see any issues that could be causing this.