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Snajix
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Message 1 of 13
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Constant drops - poor internet and affecting TV

Hi there,

Since mid Jan I have experienced many drops per day - sometimes over 50 - with unstable internet and tv.

An engineer came out on the 1st Feb, re-did all the connections to our property (except for the main line from the cabinet), replaced the cable modem and still found lots of issues. 

He took videos and submitted them all for a relaying of the main line. He was actually very very good. Took an inordinate amount of time to ensure that the issue was resolved, and found that it could not be resolved easily.

Have been waiting 2 weeks for contact from VM, but nothing. Called service desk but they just want to run the same loop again - promised call back in 48 hours from T2 (but have already been waiting 2 weeks for that!).

Am on the Ultimate Oomph package. With SH3.2 on router mode I get 200mbps. With 3rd party router (Netgear RAX200) I get closer to 600. But at all times, in either mode, line is unstable.

Cannot run Zoom/Teams calls at all. Netflix etc struggle (even through the TiVo boxes). Overall nothing is working as it should.

Any thoughts on this forum as to how to get this resolved? When VM works, it works well, but when it does not it is a total nightmare to get it fixed. 

With kids homeschooling and wife and I both WFH, this is not something which can continue.

Engineer did suggest that Gb package may be the best way to get this resolved, but am loath to spend more, and he agreed this needs fixing first. As I say, he was particularly good.

Regards

Sanj

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jbrennand
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Message 2 of 13
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Re: Constant drops - poor internet and affecting TV

Lets take a look at your connection. Can you do this...
_____________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & 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 - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Snajix
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Message 3 of 13
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Re: Constant drops - poor internet and affecting TV

Hi,

Thanks for the reply. Here are the logs:

Downstream Bonded Channels

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

1331000000538256 qam25
22030000005.338256 qam9
32110000005.338256 qam10
42190000005.338256 qam11
5227000000538256 qam12
62350000005.138256 qam13
72430000004.938256 qam14
82510000004.838256 qam15
92590000004.538256 qam16
102670000004.538256 qam17
112750000004.538256 qam18
122830000004.838256 qam19
132910000004.538256 qam20
142990000004.638256 qam21
153070000004.538256 qam22
163150000004.838256 qam23
173230000004.838256 qam24
183390000005.338256 qam26
193470000005.438256 qam27
203550000005.438256 qam28
213630000005.838256 qam29
223710000005.538256 qam30
233790000005.938256 qam31
243870000005.338256 qam32

 

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Snajix
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Re: Constant drops - poor internet and affecting TV

Downstream bonded channels

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

1

Locked

38.9

6

0

2

Locked

38.9

6

0

3

Locked

38.9

7

0

4

Locked

38.6

7

0

5

Locked

38.6

8

0

6

Locked

38.9

8

0

7

Locked

38.6

5

0

8

Locked

38.9

1

0

9

Locked

38.6

2

0

10

Locked

38.6

87

0

11

Locked

38.6

1

0

12

Locked

38.9

7

0

13

Locked

38.6

0

0

14

Locked

38.6

6

0

15

Locked

38.6

9

0

16

Locked

38.9

7

0

17

Locked

38.9

3

0

18

Locked

38.9

3

0

19

Locked

38.9

5

0

20

Locked

38.6

0

0

21

Locked

38.6

7

0

22

Locked

38.6

2

0

23

Locked

38.6

5

0

24

Locked

38.6

1

0

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Snajix
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Message 5 of 13
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Re: Constant drops - poor internet and affecting TV

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300014

45.3

5120

64 qam

1

2

39399917

43.8

5120

64 qam

4

3

46200002

45.3

5120

64 qam

3

4

53699974

45.3

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

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Snajix
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Message 6 of 13
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Re: Constant drops - poor internet and affecting TV

Network Log

Time

Priority

Description

15/02/2021 18:07:17

notice

LAN login Success;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

15/02/2021 18:06:49

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

15/02/2021 15:52:13

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

15/02/2021 15:52:13

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

15/02/2021 02:20:36

Warning!

RCS Partial Service;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

14/02/2021 18:32:26

critical

No Ranging Response received - T3 time-out;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

12/02/2021 18:08:46

Warning!

RCS Partial Service;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

12/02/2021 03:52:12

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

12/02/2021 03:52:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

10/02/2021 00:00:58

Warning!

RCS Partial Service;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

08/02/2021 20:24:57

critical

No Ranging Response received - T3 time-out;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

08/02/2021 15:52:12

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

08/02/2021 15:52:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

06/02/2021 03:11:29

critical

No Ranging Response received - T3 time-out;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

05/02/2021 03:52:12

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

05/02/2021 03:52:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

04/02/2021 17:10:3

critical

No Ranging Response received - T3 time-out;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

03/02/2021 21:33:31

Warning!

RCS Partial Service;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

01/02/2021 15:52:12

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

01/02/2021 15:52:12

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

 

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Snajix
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Message 7 of 13
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Re: Constant drops - poor internet and affecting TV

I have been running BQM for a while, and it looks OK (I think), but I also run a SamKnows Whitebox which shows many disconnections every hour. No way to easily post the SamKnows reports here, but it aligns to what I see.

The BQM link is:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0dc5c0fb4617b5b26350e4c46e00246d45...

Generally, web browsing can become interrupted, latency is not the best, Teams/Skype/Zoom etc all stutter in calls, Netflix/Amazon Prime etc have times when they cannot connect, or a show drops out - other internet applications are also affected.

This happens on many all devices - both wired and wireless. If I switch to Sky (we have a backup broadband as quality is so poor) there are no issues at all. All devices on the Virgin broadband suffer absolutely no issues if switched the the Sky - which is not the answer, as am paying £99 per month for the Virgin line and would like to get this sorted.

I have also noticed that Netflix through the TiVo boxes is affected as well. 

Am on the Ultimate Oomph package, with an expected 600mbps down. Tend to get good download/upload speeds, just no stability.

The disconnections can last 10-60 seconds (generally) or up to 45 minutes in the worst cases.

Any thoughts are much appreciated.

Regards

Sanj

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jbrennand
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Re: Constant drops - poor internet and affecting TV

Well a spot-on set of stats and great looking BQM - so no evidence that I can see of issues. Are you sure its happening on ethernet cable connections when you use a new cable (old ones do fail) and not just a wifi problem

All I can suggest is to try this basic stuff as it may be a bad connection somewhere.
_______________________

So, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect them again to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

If that doesnt help all I can suggest is you call it in and see what they say.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Snajix
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Re: Constant drops - poor internet and affecting TV

Thanks John,

It happens with new cables as well as old. Engineer was able to recreate issues himself, and was able to show that SH3 only giving 200mbps (wired) but using my router we get 600mbps.

Lack of stability is the odd one. To be fair, I have a reasonable amount of experience with networks (corporately) and have never come across this issue. The fact that the same cables are used for the Sky connection instead of the VM one, also leads me to believe it is not a hardware/software issue but something specifically related to VM.

The SamKnows box is a wired device to the router, and - as I say - this happens on all devices, wired and wireless.

It's really beginning to frustrate me, I thought it would be an easy fix but I have spent over a month on this already! 

Take care,

Sanj

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Snajix
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Re: Constant drops - poor internet and affecting TV

Just realised, BQM is looking at the wrong IP - forgot it would have changed!

 

Have just updated it - if you have a chance, please can you have a look tomorrow?

Best Wishes,

Sanj

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