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chloe1479
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Intermittent Broadband - cutting out randomly

We've been having trouble with our broadband for 4 days now. It cuts out for a few minutes at random periods, usually at intervals of an hour or two. It affects both wired and wireless devices. Seems to roughly coincide with "internet rush hour" - cuts out more often during the evening. 

I managed to speak to virgin on Friday and they "reset" the connection at their end, told us to monitor for 24-48 hours and that they'd call back this morning - they haven't of course.

We have checked all of our cabling and factory reset the hub. Has anyone got any ideas? Could virgin be struggling with the local demand? 

We have 5 devices on the network, PC via ethernet, laptop, xbox, google home and ring doorbell. We have the hub 3 and M200 broadband. 

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jpeg1
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Re: Intermittent Broadband - cutting out randomly

You can monitor your broadband connection by setting up a free BQM.  Put a link to the live screen on here and after a day we can see if the service is dropping out.

As you are probably aware, the speed is only guaranteed for wired connections and the bandwidth is shared by all connected devices.

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

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chloe1479
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Re: Intermittent Broadband - cutting out randomly

Thank you for your reply. Here is a link to my graph which i started on Sunday

https://www.thinkbroadband.com/broadband/monitoring/quality/view/739a92a70f7d34245c08390cd9e6b3f0be9... 

The problem may have resolved itself as we haven't seen any intermittence yesterday or today. I'm far from tech savy but I presume the "dropped packets" spikes on Sunday evening relate to our connection dropping? 

Edit: here is the correct link, i realised the one above won't work.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bd64779afa9d2eea9389e9cfb7428ddc03ed23fd-14-02-2021

 

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sophist
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Re: Intermittent Broadband - cutting out randomly


@chloe1479 wrote:

Thank you for your reply. Here is a link to my graph which i started on Sunday

https://www.thinkbroadband.com/broadband/monitoring/quality/view/739a92a70f7d34245c08390cd9e6b3f0be9... 

The problem may have resolved itself as we haven't seen any intermittence yesterday or today. I'm far from tech savy but I presume the "dropped packets" spikes on Sunday evening relate to our connection dropping? 

Edit: here is the correct link, i realised the one above won't work.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bd64779afa9d2eea9389e9cfb7428ddc03ed23fd-14-02-2021

 


yeah that BQM doesn't look pretty - lots of packet loss creeping in at the top..

can you browse to your hub on http://192.168.0.1 - don't log in, click on Router Status - copy and paste the tables from the Upstream, Downstream and Network Log tabs back here..   

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chloe1479
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Re: Intermittent Broadband - cutting out randomly

Downstream:

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

13310000008.640256 qam25
22030000008.340256 qam9
32110000007.940256 qam10
4219000000840256 qam11
5227000000740256 qam12
62350000006.540256 qam13
72430000006.640256 qam14
82510000006.440256 qam15
92590000007.440256 qam16
10267000000840256 qam17
11275000000840256 qam18
122830000007.640256 qam19
132910000008.440256 qam20
142990000008.140256 qam21
153070000008.440256 qam22
163150000008.840256 qam23
173230000008.340256 qam24
183710000008.340256 qam26
193790000007.940256 qam27
203870000007.540256 qam28
213950000007.540256 qam29
224030000006.840256 qam30
234110000007.140256 qam31
244190000007.140256 qam32



Downstream bonded channels

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

1Locked40.990
2Locked40.3290
3Locked40.9170
4Locked40.940
5Locked40.3170
6Locked40.9160
7Locked40.9120
8Locked40.9170
9Locked40.9160
10Locked40.9120
11Locked40.970
12Locked40.9140
13Locked40.950
14Locked40.3270
15Locked40.9280
16Locked40.9230
17Locked40.9260
18Locked40.980
19Locked40.3110
20Locked40.3200
21Locked40.380
22Locked40.9120
23Locked40.9150
24Locked40.980

 

Upstream:

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

14620000040.5512064 qam11
22580000040512032 qam14
33260000040512032 qam13
43940000040512032 qam

12

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0010
3ATDMA0040
4ATDMA0010

 

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chloe1479
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Re: Intermittent Broadband - cutting out randomly

Network log:

 

Time Priority Description

18/02/2021 06:39:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 06:39:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 22:21:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 22:15:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 21:13:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 21:06:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 11:26:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:32:34noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:32:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 12:59:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 09:29:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 09:29:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 09:29:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 09:29:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 09:29:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 09:29:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 09:27:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 09:27:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 09:27:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 09:27:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jpeg1
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Re: Intermittent Broadband - cutting out randomly

Thereis a problem with your upstream, three of the four channels are not connecting correctly. This may be one reason for your poor service, and needs to be corrected by an engineer visit.

chloe1479
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Re: Intermittent Broadband - cutting out randomly

oh! Do you know how I can go about addressing this with Virgin?

thank you for your help! 

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jpeg1
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Re: Intermittent Broadband - cutting out randomly

You could try phoning in and reporting a fault, but that will need some patience and depends how much you can make the operator understand.  Or you could wait here and see if a VM person picks it up and offers to help.