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Intermittent Connection last two weeks

I keep getting random disconnects and packet loss the last 2 weeks, I've had virgin for a few years in this property and only had one issue in the past (engineer came out and swapped something in the green box to resolve it)

It's particularly noticeable for me as I use a VPN connection all day in the week for working from home, zoom calls, and play online games in the evenings and weekends - all drop out frequently.

I setup a monitor on thinkbroadband today and it's showing the issues at the same time I get disconnected.

Sometimes, but not always, the connectivity light changes from blue to green whilst it's dead.

I wonder if anyone had any advice? It's kind of difficult to get hold of VM at the moment with the phone lines dead, the online help just tells me to "restart my modem" or "everything looks fine" depending on when I run it.

The network log in the modem always has "T3 Time-out" errors at the times I see issues

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Message 2 of 11
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Re: Intermittent Connection last two weeks

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Intermittent Connection last two weeks

BQM 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)3.253.922.763.312.152.831.602.36
RxMER (dB)38.2638.6138.2638.2638.2638.6138.2638.61
Pre RS Errors183564443513113461022371320
Post RS Errors353295317276312982334287

 

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2314
Frequency (Hz)39400000326000004620000025800000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation32QAM64QAM64QAM32QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)46.7547.2547.7545.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts4000
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 14:12:03 GMT24/10/2020 14:12:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
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Message 4 of 11
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Re: Intermittent Connection last two weeks

Shouldn't be anything like that number of timeouts, and you've also got a couple of upstream channels dropping back to 32QAM modulation.  That's usually one for a technician to fix, so I've flagged this for the forum staff to advise on next steps.

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Message 5 of 11
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Re: Intermittent Connection last two weeks

Your Hub stats don't look bad at all.

Your >> BQM << isn't good but isn't overly bad.

Your Network Log looks horrendous until you see that it is one T3 Time Out line repeated 30 times.

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

At the top of the next hour.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Intermittent Connection last two weeks

Great - thanks @andruser ! Let's see what they say!

I'll give it another reboot for good measure as suggested @MikeRobbo but I have tried this a few times already 😞

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Message 7 of 11
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Re: Intermittent Connection last two weeks

@MikeRobbo  Your Hub stats don't look bad at all.

Apart from the fact that the Upstream is crap....unusual of you to miss that, Mike?

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Re: Intermittent Connection last two weeks


@Andruser wrote:

@MikeRobbo  Your Hub stats don't look bad at all.

Apart from the fact that the Upstream is crap....unusual of you to miss that, Mike?


In defence I never said they were good, I did notice the Modulations but went off on a tangent for some reason.

blush

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Intermittent Connection last two weeks

Hey both,

Following a power off for 30mins or so only one of four upstream is showing 32QAM now, but still same issues.  A new error in the logs too 🙂 Thanks for help so far but looks like we'll need to see what Virgin say - hopefully they can send out an engineer soon!

BQM

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)3.854.353.363.782.783.232.152.70
RxMER (dB)37.9437.9437.6437.9437.9437.9437.3637.94
Pre RS Errors1648042273931561436006647014557385610565867
Post RS Errors35899421613171551423012259133761446116161

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2314
Frequency (Hz)39400000326000004620000025800000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM32QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)46.2546.5047.0045.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts132504
T4 Timeouts0000

 

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type16QAMQPSK16QAM64QAM64QAM16QAM
Differential EncodingOFFOFFOFFOFFOFFOFF
Preamble Length56640384104104104
Preamble Value Offset65200716716716
FEC Error Correction (T)05510165
FEC Codeword Information Bytes (K)1634348122386
Maximum Burst Size0003255255
Guard Time Size84848888
Last Codeword LengthFixedFixedFixedShortenedShortenedShortened
Scrambler On/OffONONONONONON

 

Network Log

First TimeLast TimePriorityError NumberDescription
24/10/2020 20:04:34 GMT24/10/2020 20:04:34 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
24/10/2020 20:04:34 GMT24/10/2020 20:04:34 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:34 GMT24/10/2020 20:04:34 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:33 GMT24/10/2020 20:04:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:32 GMT24/10/2020 20:04:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:32 GMT24/10/2020 20:04:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:31 GMT24/10/2020 20:04:31 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:30 GMT24/10/2020 20:04:30 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:30 GMT24/10/2020 20:04:30 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:29 GMT24/10/2020 20:04:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:27 GMT24/10/2020 20:04:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:26 GMT24/10/2020 20:04:26 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:25 GMT24/10/2020 20:04:25 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 20:04:24 GMT24/10/2020 20:04:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 19:58:25 GMT24/10/2020 19:58:25 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
24/10/2020 19:58:24 GMT24/10/2020 19:58:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 19:58:22 GMT24/10/2020 19:58:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 19:58:21 GMT24/10/2020 19:58:21 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 19:58:20 GMT24/10/2020 19:58:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/10/2020 19:58:19 GMT24/10/2020 19:58:19 GMTCritical (3)82000200No Ranging Response received - T3 time-out
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Message 10 of 11
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Re: Intermittent Connection last two weeks

How did you power off the Hub ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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