Constant drop outs!

[Spankinmanc74]

Why does my VM still constant drop out! How do you get an engineer out? 

I have been having these issues for months now and every engineer that comes out can’t solve it! 
£600 pa and I can’t even get reliable internet. 

I’m starting to believe Virgin can’t deliver in their product promise! 

[jbrennand]

see this first...
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Can we check firstly … are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it (on its sticker)? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

[Spankinmanc74]

It’s a hub 5

It happens to cable connected devices and WiFi.

I know when it’s happening because Alexa shuts down first. 
sometimes the router flashes red but most of the time it remains steady white! 

I don’t understand the settings for this as I’m not an IT tech.

What I do know is I’m paying for a service I can’t receive. It’s the most unreliable internet we have ever had. 

[jbrennand]

If you can do the below, we might get a clue as to whats going on...
_____________________-

In your browser’s URL box type in http://192.168.0.1 - and hit return. Log in to the settings page with the settings password - its on the Hub sticker

Then when in there, Navigate around to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here

Two tables from the Downstream page, and two from the Upstream page, & also post the Network Logs page.

Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - or if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
___________________________________________________________
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

[Spankinmanc74]

Downstream bonded channels

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

1	331000000	12.8	41	QAM 256	25
2	139000000	9.7	39	QAM 256	1
3	147000000	9.7	39	QAM 256	2
4	155000000	9.9	39	QAM 256	3
5	163000000	10	39	QAM 256	4
6	171000000	10.3	39	QAM 256	5
7	179000000	10.2	39	QAM 256	6
8	187000000	10.5	39	QAM 256	7
9	195000000	11.4	39	QAM 256	8
10	203000000	11.3	40	QAM 256	9
11	211000000	11.5	40	QAM 256	10
12	219000000	11.5	39	QAM 256	11
13	227000000	11.4	40	QAM 256	12
14	235000000	11.7	40	QAM 256	13
15	243000000	11.6	40	QAM 256	14
16	251000000	11	40	QAM 256	15
17	259000000	11.3	40	QAM 256	16
18	267000000	12	40	QAM 256	17
19	275000000	12.4	40	QAM 256	18
20	283000000	12.9	40	QAM 256	19
21	291000000	12.7	41	QAM 256	20
22	299000000	12.6	41	QAM 256	21
23	307000000	13.1	41	QAM 256	22
24	315000000	12.9	41	QAM 256	23
25	323000000	12.8	41	QAM 256	24
26	339000000	12.7	41	QAM 256	26
27	347000000	12.8	41	QAM 256	27
28	355000000	13	41	QAM 256	28
29	363000000	12.7	41	QAM 256	29
30	371000000	12.8	41	QAM 256	30
31	379000000	13.2	41	QAM 256	31

Downstream bonded channels

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

1	Locked	41	0	0
2	Locked	39	0	0
3	Locked	39	0	0
4	Locked	39	0	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	39	0	0
10	Locked	40	0	0
11	Locked	40	0	0
12	Locked	39	0	0
13	Locked	40	0	0
14	Locked	40	0	0
15	Locked	40	0	0
16	Locked	40	0	0
17	Locked	40	0	0
18	Locked	40	0	0
19	Locked	40	0	0
20	Locked	40	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	41	0	0
24	Locked	41	0	0
25	Locked	41	0	0
26	Locked	41	0	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	41	0	0
30	Locked	41	0	0
31	Locked	41	0	0

Upstream bonded channels

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

0	49600000	45	5120	QAM 64	5
1	43100000	45.8	5120	QAM 64	6
2	36600000	46.3	5120	QAM 64	7
3	30100000	47.3	5120	QAM 64	8
4	23600000	48.8	5120	QAM 64	11

Upstream bonded 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	2	0

Network Log

Time Priority Description

10-02-2023 22:26:54	notice	REGISTRATION COMPLETE - Waiting for Operational status
10-02-2023 22:26:48	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 22:26:48	warning	Dynamic Range Window violation
10-02-2023 22:26:48	warning	Dynamic Range Window violation
10-02-2023 22:26:48	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 22:26:48	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 22:26:48	warning	Dynamic Range Window violation
10-02-2023 22:26:48	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 22:26:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 22:26:48	warning	Dynamic Range Window violation
10-02-2023 22:26:48	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 22:26:43	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;
10-02-2023 22:26:31	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 22:26:28	notice	Honoring MDD; IP provisioning mode = IPv4
10-02-2023 22:26:12	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 22:26:01	critical	Cable Modem Reboot due to power button reset
10-02-2023 18:40:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:39:41	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:38:55	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:38:45	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:37:59	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:37:50	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:37:00	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:36:47	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:36:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:36:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:36:40	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:36:28	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:36:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:36:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:36:14	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 18:36:02	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Spankinmanc74]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/428dea19c653e6ee2be9ec4459ccc744248c6e22

[jbrennand]

Your downstream power levels are all too high. Range is -6dBMv - +10dBmV. Yours are all out of range. Is there a little silver attenuator lying besides the coax cable that hasnt been re-fitted? These will reduce the power levels so if so try putting it back in. If not you will need a Tech visit to adjust. Try calling it in as a fault

[John_GS]

Hi @Spankinmanc74 

Thanks for posting and welcome back to the community.

I am sorry for the broadband issues. Please do me a favour and ensure the router is on as we need to do a Live Check on the stats before sending an engineer. I will PM you to get some details but do as I say turn the router on as currently I can't get a connection with it to check the levels. 

Best wishes,

[Spankinmanc74]

The router is on! I never switch it off. It switches itself off every day about 5-10 times. It’s absolutely outrageous how unreliable this is. I had more reliable internet in Kenya! 

[John_GS]

Hi @Spankinmanc74 

Thanks for joining me on PM and confirming your details so I can book in the technician visit for the downstream levels being out of spec. The visit will be viewable shortly in your online account - virg.in/myVM - where you can cancel/amend if needed.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Let us know how the visit goes and do also pop back if you ever need further assistance.