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N585
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Daily intermittent loss of internet connection

Over the course of the day in the last two months the internet stops working for up to a minute. Multiple devices are connected and all are affected. In particular, this results in video conferences being dropped, having to re-connect after a minute or two or move to 4G backup. Last week I upgraded from M100 to M200 - tested at the Hub 3.0, I'm getting full bandwidth. During an outage, even direct Laptop - Ethernet Cat6 to Hub receives no service.

This is affecting my work, and my son's postgraduate (online) seminars every day.

Hub connection cable to the wall socket is rock solid, power cable is connected. Factory reboot of the Hub 3.0 completed at least 3 times in the last few days. Diagnostics run from the Hub 3.0 menu. External traffic monitor (Thinkbroadband) clearly shows the periods where packets are dropped. During these blackouts, the Hub 3 Network log shows repeated sequences

22/04/2021 08:30

Warning!RCS Partial Service
22/04/2021 08:30noticeLAN login Success
22/04/2021 07:43Warning!RCS Partial Service
22/04/2021 07:24criticalNo Ranging Response received - T3 time-out
22/04/2021 07:07Warning!RCS Partial Service
01/01/1970 00:01criticalNo Ranging Response received - T3 time-out
22/04/2021 06:09noticeLAN login Success
22/04/2021 04:51Warning!RCS Partial Service
22/04/2021 04:51criticalSYNC Timing Synchronization failure - Loss of Sync
22/04/2021 03:57Warning!RCS Partial Service
22/04/2021 03:57criticalSYNC Timing Synchronization failure - Loss of Sync
22/04/2021 03:57Warning!RCS Partial Service
22/04/2021 03:57criticalSYNC Timing Synchronization failure - Loss of Sync
22/04/2021 03:56Warning!RCS Partial Service
22/04/2021 03:56criticalSYNC Timing Synchronization failure - Loss of Sync
22/04/2021 03:56Warning!RCS Partial Service
22/04/2021 03:56criticalSYNC Timing Synchronization failure - Loss of Sync
22/04/2021 03:46Warning!RCS Partial Service
22/04/2021 03:38criticalNo Ranging Response received - T3 time-out
22/04/2021 03:28Warning!RCS Partial Service

 

Downstream channels vary in power

Thursday 22/04/21Downstream    
14110000002.538256 qam31
22030000005.638256 qam9
32110000005.538256 qam10
42190000005.138256 qam11
5227000000538256 qam12
62350000004.538256 qam13
72430000004.338256 qam14
82510000004.338256 qam15
92590000004.538256 qam16
102670000004.338256 qam17
11275000000438256 qam18
12283000000440256 qam19
13291000000438256 qam20
142990000003.938256 qam21
153070000003.738256 qam22
163150000003.538256 qam23
173230000003.438256 qam24
183310000003.538256 qam25
19371000000338256 qam26
20379000000338256 qam27
213870000002.738256 qam28
223950000002.740256 qam29
234030000002.538256 qam30
244190000002.238256 qam32

Link:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bdb718096ae0d560ca0d1dfa8ff1daf75bb5d5bc

 Yesterday

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/f8d61de30f7d439de01390596d65576dc77d2489-21-04-2021"><img alt="My Broadband Ping - VirginBroadband" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/f8d61de30f7d439de01390596d65576dc77d2489-21-04-2021.png" /></a>

 

 

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jbrennand
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Re: Daily intermittent loss of internet connection

BQM not looking good and neither do the logs. However you are missing a table of downstream data and two tables of upstream data - can you post them up too

--------------------
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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N585
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Re: Daily intermittent loss of internet connection

Thanks for reading and responding.

These are the additional tables, snapshot tacken within minutes of each other;

Downstream Bonded   
1Locked38.613651365
2Locked38.965103191
3Locked38.961832977
4Locked38.956112839
5Locked38.652852900
6Locked38.950032804
7Locked38.946622731
8Locked38.942932861
9Locked38.941842417
10Locked38.937572362
11Locked38.935802314
12Locked40.332322435
13Locked38.932022317
14Locked38.630182277
15Locked38.928232075
16Locked38.625832222
17Locked38.924461920
18Locked38.921842059
19Locked38.917241823
20Locked38.615911771
21Locked38.616071608
22Locked40.314191531
23Locked38.913751542
24Locked38.612231614

 

Upstream bonded channels    
13940000037.8512064 qam4
24620000037.8512064 qam3
35370011838.8512064 qam2
46030000039512064 qam1
      
      
Upstream bonded channels    
      
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA001

0

 

 

I replaced the cable from the wall to the Hub 3 with a higher spec; "1STec 2 Metre Short Virgin Media White Isolator Wall Box 2m Link Lead" (Amazon). This improved the power dBmv from around 1.5 to 4.5 on channels 20-24. But the power levels today are back at 2.5-2.7

Log file from 10am to 14:33

22/04/2021 14:33noticeLAN login Success
22/04/2021 13:19Warning!RCS Partial Service
22/04/2021 13:19criticalSYNC Timing Synchronization failure - Loss of Sync
22/04/2021 12:37Warning!RCS Partial Service
22/04/2021 12:37criticalNo Ranging Response received - T3 time-out
22/04/2021 12:31Warning!RCS Partial Service
22/04/2021 12:31criticalNo Ranging Response received - T3 time-out
22/04/2021 12:31Warning!RCS Partial Service
22/04/2021 12:31criticalNo Ranging Response received - T3 time-out
22/04/2021 12:29Warning!RCS Partial Service
22/04/2021 12:29criticalNo Ranging Response received - T3 time-out
22/04/2021 12:29criticalSYNC Timing Synchronization failure - Loss of Sync
22/04/2021 11:55Warning!RCS Partial Service
22/04/2021 11:55criticalNo Ranging Response received - T3 time-out
22/04/2021 11:55Warning!RCS Partial Service
22/04/2021 11:55criticalSYNC Timing Synchronization failure - Loss of Sync
22/04/2021 10:18Warning!RCS Partial Service
22/04/2021 10:18criticalSYNC Timing Synchronization failure - Loss of Sync
22/04/2021 10:14Warning!RCS Partial Service
22/04/2021 10:14criticalNo Ranging Response received - T3 time-out

 

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jbrennand
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Re: Daily intermittent loss of internet connection

A couple of points.

The RS errors may be an issue or historical build up, so witch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

Secondly, replacing VM cable with Amazon sourced stuff is a risky business and is also actually against the T&C's of your contract. I would remove the third party cable (you cannot buy genuine VM cable anywhere) and put the old one back on until the issue is sorted and before you reset the RS errors.  If there is an issue to fix than a Tech visit would check/fit proper cables.  Power levels are all well within range could be noise ingress due to a bad connection somewhere.


My anecdote FYI.....
______________________________________
A year or two ago, my neighbour was having "noise" problems on their VM BB connection and the investigating VM tech team just happened to knock on my door and ask to see our connections. Long story short... their "noise" problem was caused by MY daughter (unbeknown to me) moving her V6 box and using some cheap tat co-ax cable she got from Amazon! This was "injecting noise" into the local network - they changed the cable in her room and hey presto, the neighbour was sorted. I think tea and biscuits precluded them from charging me for any damage I had caused to their network ! - lesson learned !
----------------------------------------------


--------------------
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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John_GS
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Re: Daily intermittent loss of internet connection

Hi @N585

 

Thanks for posting and welcome to the community.

 

My apologies for the broadband issues. Were you able to try the excellent suggestion above in checking the cables? Let me know either way and we'll be able to assist further.

 

Kind regards,

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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N585
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Re: Daily intermittent loss of internet connection

Capture Hub 3.0 data for the last 46hrs

- Replace cables (finger tight)

- Reboot using pin hole Hub 3.0

- Thinkbroadband monitor shows that there was no connectivity from Midnight to 8am 25/04. Much improved stats for the reset of 25/04, and very stable 26/04 with no dropped pack peaks. 27/04 (today) a few minuted no connection 7:45 and one hour with no connection 1-2pm (time now is 14:28pm).

25/04/21 Thinkbroadband broadband quality monitor (bqm).

N585_0-1619530166589.png

26/04/21

N585_1-1619530267233.png

27/04/21

N585_2-1619530300480.png

Regards

 

 

 

 

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N585
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Re: Daily intermittent loss of internet connection

Some data.. before and after reboot 27/04/21 showing error count reset.

Part 1 of 2

27/04/202106:55     Downstream bonded channels 07:40  
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1411000000             3.2038256 qam31 1331000000    4.5038256 qam25
2203000000             6.1038256 qam9 2203000000    7.0038256 qam9
3211000000             6.0038256 qam10 3211000000    7.0038256 qam10
4219000000             5.8038256 qam11 4219000000    6.6038256 qam11
5227000000             5.5038256 qam12 5227000000    6.5038256 qam12
6235000000             5.1038256 qam13 6235000000    6.0038256 qam13
7243000000             4.9038256 qam14 7243000000    5.8038256 qam14
8251000000             4.8038256 qam15 8251000000    5.5038256 qam15
9259000000             5.0038256 qam16 9259000000    5.9038256 qam16
10267000000             4.9038256 qam17 10267000000    5.6038256 qam17
11275000000             4.8038256 qam18 11275000000    5.5038256 qam18
12283000000             4.5038256 qam19 12283000000    5.4038256 qam19
13291000000             4.6038256 qam20 13291000000    5.4038256 qam20
14299000000             4.5038256 qam21 14299000000    5.4038256 qam21
15307000000             4.4038256 qam22 15307000000    5.1038256 qam22
16315000000             4.1038256 qam23 16315000000    5.0038256 qam23
17323000000             3.7038256 qam24 17323000000    4.5038256 qam24
18331000000             4.0038256 qam25 18371000000    4.1038256 qam26
19371000000             3.5038256 qam26 19379000000    4.5038256 qam27
20379000000             3.7038256 qam27 20387000000    4.0038256 qam28
21387000000             3.2038256 qam28 21395000000    4.0038256 qam29
22395000000             3.4038256 qam29 22403000000    3.9038256 qam30
23403000000             3.2038256 qam30 23411000000    3.7038256 qam31
24419000000             3.0038256 qam32 24419000000    3.7038256 qam32
             
             
Downstream bonded channels     Downstream bonded channels    
27/04/202106:55     Downstream bonded channels 07:40  
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors  ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked38.9642331197509  1Locked38.940 
2Locked38.947336881034813  2Locked38.940 
3Locked38.64588490939451  3Locked38.630 
4Locked38.94389019849478  4Locked38.960 
5Locked38.94269654775143  5Locked38.950 
6Locked38.64089990723340  6Locked38.960 
7Locked38.63867862663653  7Locked38.900 
8Locked38.63592231623812  8Locked38.600 
9Locked38.93363188572969  9Locked38.950 
10Locked38.93115491535875  10Locked38.950 
11Locked38.62900414500537  11Locked38.940 
12Locked38.92658951470674  12Locked38.950 
13Locked38.62512571438439  13Locked38.940 
14Locked38.62365397414719  14Locked38.960 
15Locked38.62159585396344  15Locked38.950 
16Locked38.91962986376922  16Locked38.930 
17Locked38.91760655353627  17Locked38.640 
18Locked38.91477499328903  18Locked38.900 
19Locked38.9908045256098  19Locked38.650 
20Locked38.9909072238545  20Locked38.640 
21Locked38.9861239230629  21Locked38.960 
22Locked38.9754168217161  22Locked38.960 
23Locked38.9698915204081  23Locked38.900 
24Locked38.6516653188274  24Locked38.9110 
             
Upstream bonded channels     Upstream bonded channels    
             
ChannelFrequency (Hz) Power (dBmV) Symbol Rate (ksps)ModulationChannel ID ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
132600000           37.30512064 qam5 139400000  36.30512064 qam4
239400132           37.50512064 qam4 246200000  36.80512064 qam3
346200000           37.80512064 qam3 353700000  37.00512064 qam2
453700020           38.30512064 qam2 432600000  36.30512064 qam5
             
             
Upstream bonded channels     Upstream bonded channels    
             
ChannelChannel Type T1 Timeouts T2 TimeoutsT3 TimeoutsT4 TimeoutsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA                  -  0410 1ATDMA0000
2ATDMA                  -  0270 2ATDMA0000
3ATDMA                  -  0130 3ATDMA0000
4ATDMA                  -  070 4ATDMA0000

 

 

 

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N585
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Re: Daily intermittent loss of internet connection

Data 2 of 2

"27/0414:15    
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1331000000         3.7038256 qam25
2203000000         6.4038256 qam9
3211000000         6.1038256 qam10
4219000000         5.9038256 qam11
5227000000         5.5038256 qam12
6235000000         5.1038256 qam13
7243000000         5.0038256 qam14
8251000000         5.0038256 qam15
9259000000         5.0038256 qam16
10267000000         4.8038256 qam17
11275000000         4.9038256 qam18
12283000000         4.5038256 qam19
13291000000         4.5038256 qam20
14299000000         4.5038256 qam21
15307000000         4.3038256 qam22
16315000000         4.0038256 qam23
17323000000         3.7038256 qam24
18371000000         3.0038256 qam26
19379000000         3.2038256 qam27
20387000000         2.9038256 qam28
21395000000         3.0038256 qam29
22403000000         2.7038256 qam30
23411000000         2.7038256 qam31
24419000000         2.5038256 qam32
      
      
Downstream bonded channels    
######14:15    
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked38.950 
2Locked38.950 
3Locked38.660 
4Locked38.680 
5Locked38.650 
6Locked38.670 
7Locked38.960 
8Locked38.650 
9Locked38.660 
10Locked38.650 
11Locked38.650 
12Locked38.950 
13Locked38.680 
14Locked38.660 
15Locked38.970 
16Locked38.960 
17Locked38.680 
18Locked38.610 
19Locked38.970 
20Locked38.9100 
21Locked38.960 
22Locked38.970 
23Locked38.670 
24Locked38.9120 
Upstream bonded channels    
      
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13939877047512064 qam4
24620204141.8512064 qam3
35369982543.8512064 qam2
43260005938.5512064 qam5
      
      
Upstream bonded channels    
      
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA00120
2ATDMA0070
3ATDMA0080
4ATDMA0012

0

 

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Hayley_S
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Re: Daily intermittent loss of internet connection

Hello @N585,

 

Thank you for sharing this information, I am sorry for all the trouble you are having with your broadband.

 

I have booked an engineer for you! Please login in here to check your appointment date and time.

 

Please let me know if this is okay for you.

 

Look forward to your response.

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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Message 10 of 13
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Re: Daily intermittent loss of internet connection

Hello Hayley,
Engineer arrived this morning and checked all cables back to the box down the road. Confirmed that the signal was good and solid.
Lets see what happens over the next day or so.
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