Frequent hourly Internet drop-out over the past month

[elbowbacon]

Hello,

Generally I've had a great service with M350 Fibre Broadband set in Modem Mode with my Asus ac1900 dual band router.

But recently over the past month I've suffered frequent (2-3 times per house) internet dropouts.  Any help much appreciated

Logs:

DOWNSTREAM

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID

1	299000000	8.8	38	256 qam	21
2	267000000	9.8	40	256 qam	17
3	275000000	9.4	38	256 qam	18
4	283000000	9	38	256 qam	19
5	291000000	8.4	38	256 qam	20
6	307000000	9.6	38	256 qam	22
7	315000000	10.4	40	256 qam	23
8	323000000	10.5	40	256 qam	24
9	331000000	10.8	40	256 qam	25
10	339000000	10.9	40	256 qam	26
11	347000000	10.8	40	256 qam	27
12	355000000	10.9	40	256 qam	28
13	363000000	10.9	40	256 qam	29
14	371000000	10.9	40	256 qam	30
15	379000000	11	40	256 qam	31
16	387000000	11.3	40	256 qam	32
17	395000000	11.3	40	256 qam	33
18	403000000	11.1	40	256 qam	34
19	411000000	11.3	40	256 qam	35
20	419000000	11.5	40	256 qam	36
21	427000000	12	40	256 qam	38
22	435000000	12	40	256 qam	39
23	443000000	11.5	40	256 qam	40
24	451000000	11.4	40	256 qam	41

Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors

1	Locked	38.6	52509	508236
2	Locked	40.3	55489	469755
3	Locked	38.9	50354	488987
4	Locked	38.9	52219	500155
5	Locked	38.9	54590	639217
6	Locked	38.9	51622	596187
7	Locked	40.3	52570	593069
8	Locked	40.9	55849	573379
9	Locked	40.3	55780	594005
10	Locked	40.3	54536	589473
11	Locked	40.3	57165	578985
12	Locked	40.3	59702	579224
13	Locked	40.9	59100	586001
14	Locked	40.3	59379	574014
15	Locked	40.3	61368	582682
16	Locked	40.9	67463	597939
17	Locked	40.9	65194	582759
18	Locked	40.9	57695	562573
19	Locked	40.9	56356	626545
20	Locked	40.9	55553	563690
21	Locked	40.3	57359	555432
22	Locked	40.3	55638	570339
23	Locked	40.9	62199	570709
24	Locked	40.9	61319	621150

...continued...

[elbowbacon]

UPSTREAM

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID

1	46200161	43.3	5120	32 qam	3
2	60300000	43.5	5120	32 qam	1
3	39399796	43.5	5120	16 qam	4
4	53699717	43.8	5120	32 qam	2

Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts

1	ATDMA	0	0	157	0
2	ATDMA	0	0	132	0
3	ATDMA	0	0	163	0
4	ATDMA	0	0	160	0

Primary Downstream Service Flow

SFID	222498
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	222497
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

NETWORK LOG

TimePriorityDescription

03/09/2021 08:11:59	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 08:11:45	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 08:07:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 08:07:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 08:07:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 08:07:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 08:07:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 07:46:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 07:46:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 07:41:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 07:41:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 07:33:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 06:50:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 06:50:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 06:48:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 06:37:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 06:37:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 06:19:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 06:19:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 06:14:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I started a ThinkBroadBand monitor a while ago - but not sure the IP address is correct b/c its showing constant dropped packages!?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a0f70c2b71851b64a3dc4288c3dbe337c...

I've started a new monitor to to make sure.

Regards
Martyn

[sophist]

You need to configure your router to allow ICMP packets through - that should sort the BQM.

As for your stats - i think you need an engineer visit - your downstream power levels are too high and your upstream is a mess. VM will be along to the thread within a day or two and should make arrangements for a visit.

[Paul_DN]

Hi elbowbacon,

Thank you for reaching out to us in our community and welcome, sorry to see you have been experiencing drops in your connection, I have managed to locate your account with the details we have for you and can confirm there is a area fault currently effecting Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

This was raised on 30/08/21 @ 18:55 under F009247504 and the estimated fix date is 09/09/21 @ 09:00, please note all fix Dates/Times are estimated and may change, we are sorry for any inconvenience caused, you can sign in via our Service Status  page and register for Automatic updates either Via Email or Text?

Regards

Paul.
 

[elbowbacon]

Thanks Paul.

FYI - there is no option to Track Issue

Given my high speed broadband has been dropping out 2-3 time every hour for the past week, can I expect a partial refund on my monthly bill?

[elbowbacon]

This is how bad my internet is every day

[Jodi_S]

Thanks for coming back to us elbowbacon,

To find out if you're eligible for compensation due to loss of service please check the link here. 

This will give you all the information you need.

Kind regards Jodi. 

[elbowbacon]

This is how bad my internet is every day

[Jodi_S]

Thanks for coming back to me elbowbacon, 

We do apologise for any inconvenience caused. We have checked again and the estimated fix time for this outage is still showing the 9th of September.

Until this issue is resolved we will be unable to perform further checks.

Kind regards Jodi. 

[elbowbacon]

Any idea if F009247504 was fixed?  I have still been experiencing heavy packet loss over the past 24 hours.