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PaulStr
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Constant internet outages

Good afternoon Virgin Media community. 

I have constant internet outages throughout the day/night. Is there anything I can do to remediate this? 

Running the Hub 3.0. Logs show that at the time of the outages I get "RCS Partial Service" 

Downstream bonded channels

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

1202750000-2.537256 qam9
2138750000-2.736256 qam1
3146750000-2.536256 qam2
4154750000-2.536256 qam3
5162750000-2.536256 qam4
6170750000-2.436256 qam5
7178750000-2.236256 qam6
8186750000-2.237256 qam7
9194750000-2.237256 qam8
10210750000-2.736256 qam10
11218750000-2.736256 qam11
12226750000-2.732256 qam12
13234750000-2.938256 qam13
14242750000-3.237256 qam14
15250750000-3.537256 qam15
16258750000-3.737256 qam16
17266750000-3.738256 qam17
18274750000-438256 qam18
19282750000-438256 qam19
20290750000-4.437256 qam20
21298750000-4.237256 qam21
22306750000-4.538256 qam22
23314750000-4.538256 qam23
24322750000-4.538256 qam24



Downstream bonded channels

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

1Locked37.660
2Locked36.670
3Locked36.690
4Locked36.670
5Locked36.680
6Locked36.6110
7Locked36.690
8Locked37.680
9Locked37.670
10Locked36.670
11Locked36.31150
12Locked32.987259493308985
13Locked38.6100
14Locked37.670
15Locked37.650
16Locked37.660
17Locked38.660
18Locked38.670
19Locked38.660
20Locked37.6150
21Locked37.660
22Locked38.950
23Locked38.640
24Locked38.660
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jbrennand
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Re: Constant internet outages

Post up the Upstream data and network logs.

that said down channel looks borked - very low SNR and masses of PostRS errors suggecting noise getting in.

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 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.

--------------------
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.
lotharmat
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Re: Constant internet outages

Channel 12 is not chuffed is it!!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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PaulStr
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Re: Constant internet outages

Thanks John, will do.

 

Network Log

Time Priority Description

08/07/2021 15:00:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 14:16:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 14:15:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 13:50:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 13:50:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 09:08:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 09:08:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 08:33:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 08:33:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 08:26:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 08:26:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 08:21:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 08:14:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 08:14:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 08:01:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 02:26:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 02:26:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 19:45:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

Upstream bonded channels

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

14620000036.8512064 qam7
23940000036.8512064 qam8
35370009737512064 qam6
46030000037.3512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jbrennand
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Re: Constant internet outages

Logs look dreadful.

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.
PaulStr
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Re: Constant internet outages

Thanks John. Oddly enough it was fine when first installed and few months after the outages started to appear more and more often.

I've done as advised and replugged/tightened the cabling, checked the boxes etc. Just had one outage again (4th one today that I've experienced)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aa3461a58cd0a4900b90002069b91ebdf0abd354

 

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jbrennand
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Re: Constant internet outages

Yep its there at about 4.45pm. What do the logs now say about that one?

Need to let the data build up now.

Are you in modem mode with your own router or just using the Hub3?

--------------------
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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PaulStr
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Re: Constant internet outages

Thanks for all the help so far John. Logs have nothing at that time but it seems the hub just rebooted itself for no reason as all devices dropped off and when I did manage to get back onto the router uptime was 5mins.

Really great to know about the graph and a good way to fight VM when they say it's all fine.

Only using the hub at the moment as previously Vodafone worked perfectly for like 2-3years. I think it might be worth getting some decent Cisco or Mikrotik AP to run off the hub in modem mode in case this is due to some resource exhaustion on the hub or some sort of bug. At this point I'm willing to try anything really as WFH with these drops is beginning to be impossible. 

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PaulStr
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Re: Constant internet outages

Yet another outage. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aa3461a58cd0a4900b90002069b91ebdf0abd354

This time logs show reason:

Time Priority Description

09/07/2021 08:02:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

Downstream bonded channels

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

1202750000-2.237256 qam9
2138750000-2.437256 qam1
3146750000-2.236256 qam2
4154750000-2.236256 qam3
5162750000-2.236256 qam4
6170750000-236256 qam5
7178750000-236256 qam6
8186750000-237256 qam7
9194750000-238256 qam8
10210750000-2.238256 qam10
11218750000-2.438256 qam11
12226750000-2.438256 qam12
13234750000-2.538256 qam13
14242750000-2.938256 qam14
15250750000-3.238256 qam15
16258750000-3.438256 qam16
17266750000-3.438256 qam17
18274750000-3.738256 qam18
19282750000-3.738256 qam19
20290750000-437256 qam20
21298750000-438256 qam21
22306750000-4.238256 qam22
23314750000-438256 qam23
24322750000-4.238256 qam24



Downstream bonded channels

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

1Locked37.650
2Locked37.300
3Locked36.650
4Locked36.340
5Locked36.600
6Locked36.650
7Locked36.650
8Locked37.340
9Locked38.660
10Locked38.650
11Locked38.960
12Locked38.650
13Locked38.650
14Locked38.600
15Locked38.600
16Locked38.650
17Locked38.650
18Locked38.650
19Locked38.640
20Locked37.650
21Locked38.660
22Locked38.650
23Locked38.630
24Locked38.650

 

 

 

 

Upstream bonded channels

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

14620000036.5512064 qam7
23940000036.5512064 qam8
35370000036.8512064 qam6
46030000036.8512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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John_GS
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Re: Constant internet outages

Hi PaulStr

 

Thanks for posting and welcome to the community.

 

My apologies for the broadband issue. I've checked the system and all the levels are fine, no issues or area outages.

 

Please could you try a PIN reset for me and then monitor the connection?

 

Best,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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