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Intermittent Broadband

Hi we have been experiencing issues with our broadband dropping connection. It can drop 5-10 in an hour.  This has been going on for weeks.  We had an engineer out to look at it again last night. He changed all the switch boxes but said that at the moment there is an upgrade waiting to happen so couldn't get it to improve, but change the switches just in case.  

We had a refund in last months bill but not in this months.  I've also received a letter by email saying our issue has been resolved but it clearly hasn't and won't be until the upgrade happens.  On a previous phone call the said the issue wouldn't be resolved until July.  I would like to know why I am not getting the refund as an ongoing thing until the upgrade issue is resolved.  

This is also affecting our speed which should be M350 Broadband.  The engineer said we are likely to be getting about 50% of expected speed due to the problems with the service at the moment. 

I want to check that I'm not expected to call and report every time our broadband drops off.  I would be spending most of the day on the phone to Virgin. 

Regards

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Re: Intermittent Broadband

Is it wired or WiFi dropping?


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Re: Intermittent Broadband

Its both
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Re: Intermittent Broadband

Hey trude2000,

 

Please would post the network log details from your hub? Myself and the community members can look into this for you and see what the issue is and get it resolved for you.

 

If you are unsure of how to do this, please follow the below instructions

 

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] 

click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 

 

Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses.

 

Regards

Steven_L
 

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Re: Intermittent Broadband

Hi Steven_L

Here are the logs. I'll have to do the last one on a separate message because it says it cannot exceed 20,000 characters. 

Network Log

Time Priority Description

19/06/2020 22:03:15criticalNo Ranging Response received - T3 time-out; CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:16:52criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:16:33Warning!

Lost MDD Timeout; CM-QOS=1.1;CM-VER=3.0;

18/06/2020 16:16:29criticalSYNC Timing Synchronization failure - Loss of Sync; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:16:29Warning!RCS Partial Service; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:16:29criticalSYNC Timing Synchronization failure - Loss of Sync; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:16:28Warning!

RCS Partial Service; CM-QOS=1.1;CM-VER=3.0;

18/06/2020 16:12:50criticalSYNC Timing Synchronization failure - Loss of Sync; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:12:49Warning!RCS Partial Service; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:12:49criticalSYNC Timing Synchronization failure - Loss of Sync; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:12:45Warning!RCS Partial Service; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:12:13criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:10:5Warning!Lost MDD Timeout; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:10:1criticalSYNC Timing Synchronization failure - Loss of Sync; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:10:1Warning!RCS Partial Service; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:10:1criticalSYNC Timing Synchronization failure - Loss of Sync; CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:09:39Warning!RCS Partial Service; CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

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

1258001673.821512016 qam72
2326002113.85512016 qam71
3394001033.9512016 qam70
4461999103.925512016 qam69



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Intermittent Broadband

Hi Steven_L

Here is the last log. 

Downstream bonded channels

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

14270000005.840256 qam3
24110000006.138256 qam1
3419000000640256 qam2
44350000005.938256 qam4
54430000005.940256 qam5
64510000006.138256 qam6
74590000005.938256 qam7
84670000005.938256 qam8
9475000000640256 qam9
10483000000640256 qam10
11491000000640256 qam11
124990000005.940256 qam12
135070000005.840256 qam13
14515000000640256 qam14
155230000005.538256 qam15
165310000005.838256 qam16
175390000005.840256 qam17
185470000006.140256 qam18
19555000000640256 qam19
205630000006.338256 qam20
21571000000638256 qam21
225790000006.338256 qam22
235870000006.338256 qam23
245950000006.438256 qam24



Downstream bonded channels

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

1Locked40.33960
2Locked38.93040
3Locked40.33310
4Locked38.93430
5Locked40.33260
6Locked38.93610
7Locked38.94590
8Locked38.94310
9Locked40.93840
10Locked40.33840
11Locked40.35260
12Locked40.35900
13Locked40.36700
14Locked40.35770
15Locked38.98150
16Locked38.99140
17Locked40.38780
18Locked40.36400
19Locked40.38350
20Locked38.98510
21Locked38.912550
22Locked39.39350
23Locked38.913540
24Locked38.915540
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Re: Intermittent Broadband

Thanks for posting your network logs and I have looked into them and your account and can see that there is a ticket for high utilisation / congestion on the network in your area.

 

This has been logged under ticket number F007162804  and we are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times). This is due to be resolved on the 8th July. 

 

Regards

Steven_L

 

 

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