Frequent drop-outs

[Manovsteele]

For a few weeks now we've been getting regular drop-outs. Roughly once an hour for about 5-10 mins. Very disruptive when we're both working from home and on a call!

Around the Christmas period it got far worse - from the 24th-26th there was no internet for the majority of the day. It then suddenly seemed to resolve itself and was good for about 72hrs, but today it's started again. The two green lights come on the hub, then go out again.

We even had an engineer come round yesterday who did very little other than to say he didn't see any problems. This is getting extremely frustrating now as we had zero drops in 4 years on the BT openreach network, but was enticed over to Virgin due to the faster speeds...

Any ideas? Do I have a faulty hub? Trying to find some kind of logic of when the drop-outs happen but can't see anything. 

[Manovsteele]

Link to BQM (it's been live for a while but don't keep my laptop on constantly so showing lots of red - but the outages today are clearly visible).

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b9cc067573fd3bde710f031ae31afd73fd...

[Manovsteele]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	659000000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

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

1	659000000	5	38	256 qam	32
2	475000000	4	40	256 qam	9
3	483000000	4.1	40	256 qam	10
4	491000000	4.1	38	256 qam	11
5	499000000	3.9	38	256 qam	12
6	507000000	3.7	40	256 qam	13
7	515000000	3.7	38	256 qam	14
8	523000000	4	38	256 qam	15
9	531000000	4	40	256 qam	16
10	539000000	4	40	256 qam	17
11	547000000	3.7	38	256 qam	18
12	555000000	3.5	38	256 qam	19
13	563000000	3.5	40	256 qam	20
14	571000000	3.7	40	256 qam	21
15	579000000	4	40	256 qam	22
16	587000000	4.3	40	256 qam	23
17	595000000	4.1	40	256 qam	24
18	603000000	3.7	40	256 qam	25
19	611000000	3.7	38	256 qam	26
20	619000000	3.7	38	256 qam	27
21	627000000	4	38	256 qam	28
22	635000000	4.4	38	256 qam	29
23	643000000	4.6	38	256 qam	30
24	651000000	4.9	40	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	0	0
2	Locked	40.3	5	0
3	Locked	40.3	3	0
4	Locked	38.9	5	0
5	Locked	38.9	4	0
6	Locked	40.3	5	0
7	Locked	38.9	0	0
8	Locked	38.9	4	0
9	Locked	40.3	4	0
10	Locked	40.3	5	0
11	Locked	38.9	5	0
12	Locked	38.9	5	0
13	Locked	40.3	4	0
14	Locked	40.3	5	0
15	Locked	40.3	6	0
16	Locked	40.3	6	0
17	Locked	40.3	5	0
18	Locked	40.3	5	0
19	Locked	38.9	6	0
20	Locked	38.9	6	0
21	Locked	38.9	5	0
22	Locked	38.9	5	0
23	Locked	38.9	5	0
24	Locked	40.3	6	0

[Manovsteele]

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

1	32600000	34	5120	64 qam	11
2	39400000	33.8	5120	64 qam	8
3	46200000	33.8	5120	64 qam	7
4	23600000	34	5120	64 qam	12

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	24350
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	24349
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Manovsteele]

Network Log

Time Priority Description

01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2022 10:28:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2022 10:04:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2022 06:09:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2022 01:42:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2022 12:25:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2022 12:23:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2022 12:23:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2022 12:22:57	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2022 12:22:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2022 12:22:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2022 12:22:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2022 12:22:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2022 12:22:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2022 23:10:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2022 23:09:50	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2022 17:04:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Nasar16a]

I’m having the same issue.

I’ve  called VM to resolve the issue and they can’t see the problem and have tried to get me tot upgrade (at my cost) to a new router and upgraded services. But I’ve asked them why it’s suddenly started dropping out. They can’t answer and I’m concerned that it’s just a scheme to get people to pay to upgrade which will also lock you into a new package 

please share if you get any resolution to your issue 

[Manovsteele]

Yeah will do. I read on reddit earlier people recommended turning off the 'smart' WiFi settings in the router options. If that doesn't work I might try a 3rd party router and switch the hub to modem mode. 

[Tudor]

Your stats are fine, if anything you have a very strong signal. The only thing that could change this is a move to a higher attenuated tap on the street cabinet. Best wait and see what a VM staff member has to say.

[Beth_G]

Hi Manovsteele,

Thanks for your post, and a warm welcome to the Community Forums!

Sorry to hear you've been having some problems with your broadband recently. I've had a look from this end and can see that you were recently affected by an outage in the area - this was resolved very recently.

How have things been since your post? Let us know if you're still having issues.

Kind regards

[Beth_G]

Hey Nasar16a,

Thank you for your post, welcome to the Community Forums 🙂

Sorry to hear you're also having issues with your broadband. I've been able to check things this end for you too and can see that you were able to speak with our team since your post, have they been able to help?

Let us know if you need anything!