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Continued problems with broadband. Its been a month now

Hello,

I thought Id ask on here because the Virgin technician whos been out to visit doesnt seem to know what the problem is.

For the last month Ive been experiencing a lot of dropout on my broadband signal.

Some days its been fine and there hasnt been any drop but other days (like today) its well over 10 dropouts an hour. And for someone whos working at home this is insanely stressful. I need the signal to be good so I can work. 

Each time it drops out my remote desktop has to wait for the signal to return and then reconnect.

After a very long time of trying to get in touch a Virgin technician came out. He spent more than an hour working and when he left he said it was fixed. And for a time it was, but then it started playing up again. He kindly came back out a couple of days later and again when he left it seemed fixed. And this time it was a few happy days of just being able to get on with my job. But at the end of last week the problem returned. 

I feel like Im losing my sanity over this one. With lockdown coming back I cant work from a friends spare room as I did before lockdown came back in.

Im sure I cant be the only person whos had this problem but as this is damaging my work I really could do with some help.

Ive attached a screen grab that I think shows the regularity of the dropouts (although Im not in any way a tech person).

My remote desktop only needs a stable signal of about 50mbps. And when its working Im getting a good 100mbps usually.

Can anyone offer any advice that could help? Any suggestions are hugely appreciated

Philip

Screenshot 2020-11-02 at 10.13.40.png

 

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Alessandro Volta
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Message 2 of 12
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Re: Continued problems with broadband. Its been a month now

I reckon you have a bad connection somewhere between you and the street cabinet.

 

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Post a Live Link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 12
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Re: Continued problems with broadband. Its been a month now

    

My BQM  

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Re: Continued problems with broadband. Its been a month now

Downstream

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

12030000003.937256 qam9
2139000000437256 qam1
31470000004.437256 qam2
41550000004.437256 qam3
51630000004.437256 qam4
61710000004.537256 qam5
71790000004.537256 qam6
8187000000437256 qam7
91950000003.737256 qam8
102110000005.437256 qam10
112190000006.133256 qam11
122270000006.135256 qam12
132350000006.938256 qam13
14243000000738256 qam14
152510000006.938256 qam15
162590000006.138256 qam16
17267000000638256 qam17
182750000005.538256 qam18
192830000004.938256 qam19
202910000005.438256 qam20
212990000006.437256 qam21
223070000006.538256 qam22
233150000006.438256 qam23
243230000006.638256 qam24



Downstream bonded channels

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

1Locked37.3998235193
2Locked37.61207358413565
3Locked37.66162269585
4Locked37.369168588555
5Locked37.61195265561440
6Locked37.61271347372
7Locked37.6730870656182
8Locked37.6938790230561
9Locked37.61443932442
10Locked37.31541033658
11Locked33.95253380132593
12Locked3533700229655
13Locked38.6612027807
14Locked38.9636229924
15Locked38.6654828113
16Locked38.6552124836
17Locked38.6565826405
18Locked38.9632026989
19Locked38.6564423544
20Locked38.6515419475
21Locked37.6541820521
22Locked38.6552422733
23Locked38.9535019404
24Locked38.9447717786
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Message 5 of 12
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Re: Continued problems with broadband. Its been a month now

Upstream

 

Upstream bonded channels

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

16029995244.3512064 qam1
23940036244512064 qam4
35370001442.5512064 qam2
44619996141.8512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000
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Message 6 of 12
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Re: Continued problems with broadband. Its been a month now

Network Log

Time Priority Description

02/11/2020 12:36:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:36:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:35:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:31:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:31:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:26:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:26:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:19:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:19:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:17:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:17:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:13:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:13:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:13:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:13:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:12:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:12:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:11:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:11:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:02:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 7 of 12
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Re: Continued problems with broadband. Its been a month now

Haver Virgin moderators stopped checking in on the forum to see if problems are being solved?

 

No one replies to their text helpline.

 

ive had a technician out three times and he cant solve the problem.

Anyone have any idea who I go to next?

 

thanks

Philip

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Alessandro Volta
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Message 8 of 12
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Re: Continued problems with broadband. Its been a month now


@PhilipD1 wrote:

Haver Virgin moderators stopped checking in on the forum to see if problems are being solved?

 

No one replies to their text helpline.

 

ive had a technician out three times and he cant solve the problem.

Anyone have any idea who I go to next?

 

thanks

Philip


Response times here are 5-7 days minimum.


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Message 9 of 12
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Re: Continued problems with broadband. Its been a month now

Sorry to hear that you're having issues with your connection @PhilipD1.

 

How is your connection running at the moment, I would like to take a further look into your account but haven't been able to locate your account, if you would like me to look into this further for you, please respond to my private message that will be with you in a moment and we can look into this for you.

 

 

Regards

Steven_L

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Message 10 of 12
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Re: Continued problems with broadband. Its been a month now

Thanks Steven,

 

Ive replied to the DM

 

Philip

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