Intermittent Broadband Connectivity Issues

[jasonishere1]

My ethernet connection is intermittently dropping out (multiple times per day).

I've tried different ports on the router, different cables, replacing switches, factory resetting the router.
I did check the router logs and i'm getting these strange messages, when I google it there's a reddit post saying I need an engineer call out. I've tried going through the watsapp live chat with Virgin but I get no response.
Tried going through live chat and it's like i'm going round in circles with the bot.

Please, if someone can help - it's been going on for weeks and week this issue.

My router network logs

Network Log

Time Priority Description

18-12-2024 17:17:18	notice	GUI Login Status - Login Success from LAN interface
18-12-2024 17:16:35	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:16:09	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:15:35	error	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:15:32	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:14:32	error	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:14:29	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 17:14:29	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 15:43:39	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 15:43:39	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 15:33:35	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2024 15:33:35	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Downstream

3.0 Downstream channels

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

1	331000000	3.2	43	QAM 256	25
2	139000000	4.3	43	QAM 256	1
3	147000000	4.2	43	QAM 256	2
4	155000000	3.9	43	QAM 256	3
5	163000000	3.7	43	QAM 256	4
6	171000000	3.6	43	QAM 256	5
7	179000000	3.4	43	QAM 256	6
8	187000000	3.7	43	QAM 256	7
9	195000000	3.8	43	QAM 256	8
10	203000000	3.6	43	QAM 256	9
11	211000000	3.9	43	QAM 256	10
12	219000000	3.7	43	QAM 256	11
13	227000000	3.6	43	QAM 256	12
14	235000000	3.4	43	QAM 256	13
15	243000000	3	43	QAM 256	14
16	251000000	3	43	QAM 256	15
17	259000000	3.1	43	QAM 256	16
18	267000000	3.2	43	QAM 256	17
19	275000000	3.5	43	QAM 256	18
20	283000000	3.5	43	QAM 256	19
21	291000000	3.5	43	QAM 256	20
22	299000000	3.6	43	QAM 256	21
23	307000000	3.3	43	QAM 256	22
24	315000000	3.3	43	QAM 256	23
25	323000000	3.4	43	QAM 256	24
26	339000000	3.2	42	QAM 256	26
27	347000000	3.1	43	QAM 256	27
28	355000000	2.9	43	QAM 256	28
29	363000000	3.1	43	QAM 256	29
30	371000000	2.9	43	QAM 256	30
31	379000000	2.4	43	QAM 256	31
32	387000000	2.4	43	QAM 256	32

3.0 Downstream channels

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

1	Locked	43	0	0
2	Locked	43	169	0
3	Locked	43	179	0
4	Locked	43	203	0
5	Locked	43	213	0
6	Locked	43	193	0
7	Locked	43	169	0
8	Locked	43	135	0
9	Locked	43	80	0
10	Locked	43	47	0
11	Locked	43	26	0
12	Locked	43	15	0
13	Locked	43	9	0
14	Locked	43	10	0
15	Locked	43	10	0
16	Locked	43	13	0
17	Locked	43	7	0
18	Locked	43	4	0
19	Locked	43	3	0
20	Locked	43	3	0
21	Locked	43	4	0
22	Locked	43	2	0
23	Locked	43	1	0
24	Locked	43	2	0
25	Locked	43	2	0
26	Locked	42	4	0
27	Locked	43	1	0
28	Locked	43	1	0
29	Locked	43	2	0
30	Locked	43	2	0
31	Locked	43	1	0
32	Locked	43	3	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

-2.6

693016337

0

Upstream

3.0 Upstream channels

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

0	49600000	46.3	5120	QAM 64	9
1	43100000	45.8	5120	QAM 64	10
2	36600000	45.5	5120	QAM 64	11
3	30100000	45.3	5120	QAM 64	12
4	23600000	44.8	5120	QAM 64	13

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10

40.0

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

74000000

68

2

[jbrennand]

We need to see a BQM - can you do this....

______________________

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[jasonishere1]

Afternoon,

Thank you for the reply. I hope this is sufficient.

[jasonishere1]

Direct link https://www.thinkbroadband.com/broadband/monitoring/quality/share/1f3348755c8f61baa2c2731c46df1ca14a...

[jasonishere1]

Sorry, this is the link. it cropped the end off
https://www.thinkbroadband.com/broadband/monitoring/quality/share/1f3348755c8f61baa2c2731c46df1ca14a...

[jasonishere1]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1f3348755c8f61baa2c2731c46df1ca14a... 

[Robert_P]

Hello jasonishere1

Sorry to hear of the connection issues experienced, we appreciate the frustration this can cause and you raising this with us via the forums. Welcome to the community.

From checking we can see the average speed to the Hub is showing as 545Mbps download and 52Mbps upload but there have been multiple disconnection over the last 7 days which is a concern. As of the time of posting all of the levels and the specs appear to be within the ranges we'd expect to see.

There has been no disconnection so far today so have you noticed an improvement in this over the last 24 hours?

[jasonishere1]

Hello, Thanks for responding.

It's only when im gaming so max load that these disconnects happen. I'm currently away from home for the last 2 days, probably why there's been no disconnects. I wont be home for the week now, I assure you once I get home and play any game my internet will disconnect.

[Robert_P]

Once you have had chance to test this, let us know and we can take further look for you.

[jasonishere1]

I'm back home now and gaming online, i've checked the network logs and i'm getting the same messages I was when I initially posted.