Intermidiate network, conection drops frequently between 30minutes 60minutes

[boryssts]

Dear Sir/Madam,

For the last few weeks our network has been degrading, from dropped speeds to infrequent loss of the network. However, over the last two weeks to connection became very unstable to the point it will reset a few times in a single hour. Rebooting the Hub or resetting to the factory setting does not help.

Please have a look at the graphs.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/186d04a189206dfc6cb742b6075838d6c01357b9-27-05-2022

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	202750000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	202750000	3.5	38	256 qam	9
2	210750000	3.5	38	256 qam	10
3	218750000	3.2	38	256 qam	11
4	226750000	2.7	38	256 qam	12
5	234750000	3	38	256 qam	13
6	242750000	2.9	38	256 qam	14
7	250750000	3	38	256 qam	15
8	258750000	3.4	38	256 qam	16
9	266750000	3.7	38	256 qam	17
10	274750000	3.7	38	256 qam	18
11	282750000	4	38	256 qam	19
12	290750000	4.5	38	256 qam	20
13	298750000	5	38	256 qam	21
14	306750000	4.3	38	256 qam	22
15	314750000	4.1	38	256 qam	23
16	322750000	4.3	38	256 qam	24
17	330750000	4.3	38	256 qam	25
18	338750000	4.3	38	256 qam	26
19	346750000	4.6	38	256 qam	27
20	354750000	4.4	38	256 qam	28
21	362750000	4	38	256 qam	29
22	370750000	3.5	38	256 qam	30
23	378750000	3	38	256 qam	31
24	386750000	2.5	38	256 qam	32

Upstream bonded channels

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

1	39400000	45.3	5120	64 qam	6
2	46200000	45.3	5120	64 qam	5
3	25800000	45.5	5120	64 qam	8
4	32600000	45.5	5120	64 qam	7

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+voc-b.cm

Primary Downstream Service Flow

SFID	84376
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Regards,

Sebastian Szczupak

[boryssts]

Hi Legacy1

The droops happen at random

• 18:19:53
• 18:48:12
• 20:09:17
• 20:09:50
• 21:39:06
• 22:07:40
  
  

  Pinging 194.168.4.100 with 32 bytes of data:
  Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
  Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
  Reply from 194.168.4.100: bytes=32 time=7ms TTL=61
  Reply from 194.168.4.100: bytes=32 time=7ms TTL=61

  Ping statistics for 194.168.4.100:
  Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
  Approximate round trip times in milli-seconds:
  Minimum = 7ms, Maximum = 10ms, Average = 8ms

  Pinging 194.168.4.100 with 32 bytes of data:
  Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
  Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
  Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
  Reply from 194.168.4.100: bytes=32 time=9ms TTL=61

  Ping statistics for 194.168.4.100:
  Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
  Approximate round trip times in milli-seconds:
  Minimum = 9ms, Maximum = 12ms, Average = 10ms

  The second ping test I did while performing a speed test at Ookla, I don't get any packet loss while performing speed test, it all happens at random.

[boryssts]

Hi jbrennand

So I left the BQM running as you said with only the VM HUB 3.0 plugged in from close to midnight till 8am, please have a look at the BQM snapshot for today.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/08cb877b2c628b39c332c1be21f651e775468a15-28-05-2022

As you see the disconnect continued through the night, not as frequent as during the day graph shows. Perhaps hardware issues with VM Hub?

Regards,

Sebastian

[jbrennand]

Yep - either a Hub or connection issue- I will ask VM to come here and take a look

[boryssts]

Hi John

Today the VM engineer swapped the Hub for new and nothing has changed, the graph shows after 1pm today it continues to reset and it affects both broadband and the TV channels as every few minutes they show C... something error. Even the engineer was puzzled because he could not get the new Hub to connect. It only connected after good 20 minutes.

He run the tests on noise online and he said there wasn't any noise, but clearly, there is some hardware faulty in the chain.

Kind Regards,

Sebastian

[Beth_G]

Hi boryssts,

Welcome to the Community Forums! Thank you for your post. 

I'm sorry to hear you've been experiencing an intermittent connection over the past few days and that things weren't resolved after your engineer visit.

I've been able to take a look on this end and I can see that there was recently a known outage in your area that has been reported as resolved this morning. It's likely that this was the reason for the issues you've been having. Can you please let me know if you're still having trouble with your connection? We'd love to help further if needed.

Kind regards

[boryssts]

Hi Beth,

Thank you for looking into this matter however I am afraid the recent fix in my area has not resolved the issue and broadband keeps disconnecting, please have a look at the BQM graph, I keep monitoring my connection into the VM Hub and going out to (to my friend's server and I can see precise logs when the broadband disconnects).

From the tests that were suggested on this forum and my experience with hardware failures as an electronic engineer, I am to believe something is overloading and as the failures are getting more frequent over the last week, pointing to hardware degradations.

Also, network dropouts are more frequent during the day than night, and most active between noon and 10pm. The last few days of BQM were quite consistent. Furthermore, the actual network speed and ping are reasonable, till the network is about to drop then the ping will go over 1000ms and the speed drops and disconnects.

Kind Regards,

Sebastian

[boryssts]

Hi Beth,

I have not heard from you since Sunday is someone looking into this issue ? As the broadband keeps disconnecting please have a look at the graph. Yesterday I was forced to dial into meetings from my mobile phone as in the first 20 minutes of the meeting the broadband disconnected more than five times

Regards,

Sebastian

[boryssts]

Hi Beth,

Just to add the TV channels display error code CS2004 every few minutes and the picture gets all fuzzy and jittery

Kind regards,

Sebastian

[newapollo]

Hi again Sebastian,

The CS2004 error is displayed when the 360 box has poor or no signals present. 

You need to check that the coaxial cable is securely connected.

It is the original VM coaxial cable isn't it, without any extensions, no non virgin supplied splitters?

https://www.virginmedia.com/help/virgin-tv-error-codes/cs2004 

[boryssts]

Hi Dave,

The Coaxial cable and all splitters as supplied by VM, I had an engineer inspect the connection and cables on Saturday and there weren't any issues with the cable(the engineer had replaced the hub3), however, my broadband and TV keep disconnecting multiple times within an hour and it is getting a little bit under my skin(no faults reported in my area).

However, I will check the cables again just as a sanity check.

Kind Regards,

Sebastian