Constant drop outs

[ajsuenb]

Hi, for the last month or so I've been having constant disconnects from the internet and it's gotten unbearable. I've tested without my router in modem mode, with my superhub (using only the superhub), contacted support by phone who sent me a wifi extender (which did absolutely nothing).

Really getting frustrated by it now. Just this last hour I've had 4 disconnects on my whole internet. (Both ethernet and wi-fi). The two arrows on the superhub 3 are constantly blinking green when it disconnects.

Here's some data to help me with the problem.

Downstream bonded channels

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

1	235000000	-17	33	256 qam	13
2	243000000	-16.8	33	256 qam	14
3	251000000	-17	33	256 qam	15
4	259000000	-17	33	256 qam	16
5	267000000	-17	33	256 qam	17
6	275000000	-17.3	33	256 qam	18
7	283000000	-17	33	256 qam	19
8	291000000	-17.3	33	256 qam	20
9	299000000	-17	33	256 qam	21
10	307000000	-17	33	256 qam	22
11	315000000	-16.8	33	256 qam	23
12	323000000	-16.4	33	256 qam	24
13	331000000	-16.5	33	256 qam	25
14	339000000	-16.5	32	256 qam	26
15	347000000	-16.5	33	256 qam	27
16	355000000	-16	33	256 qam	28
17	363000000	-16	33	256 qam	29
18	371000000	-16	33	256 qam	30
19	379000000	-15.9	33	256 qam	31
20	387000000	-15.8	34	256 qam	32
21	395000000	-15.2	34	256 qam	33
22	403000000	-15.5	34	256 qam	34
23	411000000	-15.5	33	256 qam	35
24	419000000	-15.5	34	256 qam	36

Downstream bonded channels

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

1	Locked	33.3	2271861	2072742
2	Locked	33.4	2503107	1757382
3	Locked	33.4	2609886	1664819
4	Locked	33.3	2765621	1526295
5	Locked	33.3	2850451	1370173
6	Locked	33.3	2831747	1370187
7	Locked	33.3	2699933	1463948
8	Locked	33	2459118	1793349
9	Locked	33	2249358	2048044
10	Locked	33.3	2216726	2005592
11	Locked	33.4	2533886	1578156
12	Locked	33.8	2825987	1160615
13	Locked	33.4	2980673	1012847
14	Locked	32.9	3240625	677896
15	Locked	33.3	3272395	487490
16	Locked	33.8	3293043	342860
17	Locked	33.9	3262278	333291
18	Locked	33.8	3173825	485771
19	Locked	33.9	3031851	657273
20	Locked	34.4	2968525	726560
21	Locked	34.9	3076179	543260
22	Locked	34.3	3155839	435247
23	Locked	33.9	3217566	348479
24	Locked	34.3	3228036	239051

[ajsuenb]

Upstream bonded channels

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

1

43100000

55.3

5120

64 qam

6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

5

0

Network Log

Time Priority Description

16/01/2024 00:13:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:12:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:12:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:12:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:11:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:10:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:06:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:06:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:04:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:03:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:02:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:02:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:00:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:00:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:00:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:00:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2024 23:59:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2024 23:57:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2024 23:57:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2024 23:57:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[ajsuenb]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4240856b66f2e2635b98f83ec879691612... 

Should also be noted that I have done absolutely everything the support asked me to do, checked wires secure, removed from eletrical inteference etc. to no avail.

[Sabrina_B]

Hi @ajsuenb 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have been having with your internet, could you please give us an updated report of the diagnostics you took, please ensure that any third party Hubs are removed and that the Virgin Media Hub is in router mode and not modem mode for accuracy of the results. 

Thanks

Sabinra

[ajsuenb]

Hi, thanks for the reply.

Last 2 hours has been extremely annoying, haven't been able to play any of my online games because the lag keeps constantly spiking.

Here's an updated status.

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

1	235000000	-2.7	40	256 qam	13
2	243000000	-2.7	40	256 qam	14
3	251000000	-2.9	40	256 qam	15
4	259000000	-3	40	256 qam	16
5	267000000	-3	40	256 qam	17
6	275000000	-3.4	40	256 qam	18
7	283000000	-3.2	40	256 qam	19
8	291000000	-3.5	40	256 qam	20
9	299000000	-3.5	40	256 qam	21
10	307000000	-3.5	40	256 qam	22
11	315000000	-3.7	40	256 qam	23
12	323000000	-3.5	40	256 qam	24
13	331000000	-3.7	40	256 qam	25
14	339000000	-3.7	40	256 qam	26
15	347000000	-3.9	40	256 qam	27
16	355000000	-3.7	40	256 qam	28
17	363000000	-3.7	40	256 qam	29
18	371000000	-3.7	40	256 qam	30
19	379000000	-3.5	40	256 qam	31
20	387000000	-3.7	40	256 qam	32
21	395000000	-3.5	40	256 qam	33
22	403000000	-3.7	40	256 qam	34
23	411000000	-3.5	40	256 qam	35
24	419000000	-3.7	40	256 qam	36

[ajsuenb]

Upstream bonded channels

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

1	43100000	41.5	5120	64 qam	6
2	36600162	41.5	5120	64 qam	7
3	30100000	41.3	5120	64 qam	8
4	23600108	40.8	5120	64 qam	11
5	49600000	42.3	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[ajsuenb]

Network Log

Time Priority Description

18/01/2024 16:57:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 16:43:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 16:43:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:57:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:18:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:10:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:09:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:08:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:05:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:03:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:02:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:55:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:54:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:53:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:50:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:49:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:48:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:47:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:45:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:45:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Arissa_H]

Hi Ajsuenb 👋🏼.

Thank you for posting and welcoming you back onto the community forum 😊.

Sorry to see you have had issues with your connection and it keeps disconnecting ☹.

How are your services now since you last spoken to us?

Let us know and if you are still experiencing issues, please let us know.  

[ajsuenb]

Hi, it's still constantly dropping out, really getting frustrated. Internet outright stopped multiple times in the last 2 hours.

[ajsuenb]

Another annoying day, constant lag spikes, my internet disconnected again the last 20 minutes. Really getting sick of it.