Menu
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
129 Views
Message 1 of 8
Flag for a moderator

Intermittent Internet

I am having Intermittent Internet drop outs. They are becoming more frequent and this is becoming a major problem for me as I am working from home. I have tried rebooting but this issue wis with both hard wired and wifi. This is not only a wifi issue. This is a network issue.

I am also receiving very low speeds at times when I am connected.

Log from this morning (2020-11-14) below.

14/11/2020 06:02:3 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 21:32:35 critical No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 19:05:22 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 19:05:21 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 19:01:2 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 19:00:53 critical No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 16:59:4 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 16:27:8 critical No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 16:19:23 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 16:18:15 Warning! Lost MDD Timeout;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 09:58:28 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 09:58:26 critical No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 07:46:44 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 01:17:47 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 01:17:39 critical DHCP FAILED - Discover sent, no offer received;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 01:16:22 critical No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 01:15:45 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 01:15:41 critical DHCP FAILED - Discover sent, no offer received;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 01:14:8 critical No Ranging Response received - T3 time-out;CM-;CMTS;CM-QOS=1.1;CM-VER=3.0;

Please could I have a resolution to this.I cannot afford to have internet issues.

0 Kudos
Reply
Highlighted
  • 5.93K
  • 1.12K
  • 1.56K
Very Insightful Person
Very Insightful Person
126 Views
Message 2 of 8
Flag for a moderator

Re: Intermittent Internet

Hello

Can you also post your upstream and downstream stats.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
115 Views
Message 3 of 8
Flag for a moderator

Re: Intermittent Internet

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

587000000

4.4

38

256 qam

23

2

411000000

5.9

37

256 qam

1

3

419000000

5.4

37

256 qam

2

4

427000000

5.5

37

256 qam

3

5

435000000

6

37

256 qam

4

6

443000000

5.5

37

256 qam

5

7

451000000

5.3

38

256 qam

6

8

459000000

5.5

37

256 qam

7

9

467000000

5.4

38

256 qam

8

10

475000000

5.5

38

256 qam

9

11

483000000

5.5

37

256 qam

10

12

491000000

5.5

37

256 qam

11

13

499000000

5.6

38

256 qam

12

14

507000000

5.5

38

256 qam

13

15

515000000

5

37

256 qam

14

16

523000000

5

37

256 qam

15

17

531000000

5.5

37

256 qam

16

18

539000000

5

37

256 qam

17

19

547000000

4.5

38

256 qam

18

20

555000000

5

37

256 qam

19

21

563000000

4.9

37

256 qam

20

22

571000000

4.5

37

256 qam

21

23

579000000

4.3

38

256 qam

22

24

595000000

4.3

37

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

5423

22192

2

Locked

37.6

8253

32601

3

Locked

37.3

8429

34371

4

Locked

37.6

9251

38462

5

Locked

37.6

8794

30488

6

Locked

37.6

7457

24627

7

Locked

38.6

7650

25513

8

Locked

37.6

7691

24668

9

Locked

38.6

6994

22976

10

Locked

38.9

6212

20725

11

Locked

37.6

6253

19972

12

Locked

37.6

6642

21263

13

Locked

38.6

6032

20821

14

Locked

38.6

5149

17442

15

Locked

37.3

5962

15145

16

Locked

37.3

5777

17570

17

Locked

37.6

6081

15108

18

Locked

37.6

6029

12809

19

Locked

38.9

4675

18371

20

Locked

37.6

5380

22396

21

Locked

37.6

5750

21088

22

Locked

37.6

5395

18188

23

Locked

38.9

5077

18464

24

Locked

37.6

6463

22588

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

46.8

5120

64 qam

3

2

25800000

47

5120

64 qam

4

3

39399986

46.8

5120

64 qam

2

4

46199961

47.5

5120

64 qam

1

 

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

 

0 Kudos
Reply
Highlighted
  • 5.93K
  • 1.12K
  • 1.56K
Very Insightful Person
Very Insightful Person
112 Views
Message 4 of 8
Flag for a moderator
Helpful Answer

Re: Intermittent Internet

Hello

Looking at what has been posted it looks like you have noise ingress on the line somewhere, in cases like this first thing to do would be to go around and make sure that all coaxial connections too all VM equipment is finger tight best way is too loosen the connector and re-tighten, once that is done power off the hub for 30 secs and back on, again go into and check you downstream and if you see the post RS errors keep rising quite sharply then this will need an engineer to find the problem.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Highlighted
  • 4
  • 0
  • 0
Joining in
97 Views
Message 5 of 8
Flag for a moderator

Re: Intermittent Internet

Yep. After restart, still rising rate errors. Contacted virgin and they gave me an answer of ‘all looks ok. Going to monitor for 72 hours and if you still have issues, contact us’. Sigh.

0 Kudos
Reply
Highlighted
  • 5.93K
  • 1.12K
  • 1.56K
Very Insightful Person
Very Insightful Person
61 Views
Message 6 of 8
Flag for a moderator

Re: Intermittent Internet

Hello

I have escalated to the VM forum team, one of the VM staff will be along in this thread to have a look at it for you.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Highlighted
  • 4.44K
  • 264
  • 471
Forum Team
Forum Team
49 Views
Message 7 of 8
Flag for a moderator

Re: Intermittent Internet

Hi Deezubwun,

 

Thank you for coming back to us in our community and welcome, I have also checked everything our end and cannot see any errors at all, your levels are all where I would expect them to be, I can see we are monitoring this.

 

In the man time I would advise you to 

set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network 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 us. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture. please run this for 72 hours and post the results here so we can have a further look into this for you.

 

 

Regards

 

Paul.

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
10 Views
Message 8 of 8
Flag for a moderator

Re: Intermittent Internet

This came back with a vengence today.

 

On the log

01/01/1970 00:00:41 Error ToD request sent- No Response received;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:26 Warning! ToD request sent - No Response received;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:21 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
26/11/2020 09:45:33 Warning! ToD request sent - No Response received;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

On the downstream after reset

Downstream bonded channels

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

1659000000538256 qam32
24750000006.438256 qam9
34830000006.537256 qam10
44910000006.337256 qam11
54990000006.638256 qam12
65070000006.338256 qam13
75150000005.537256 qam14
85230000005.937256 qam15
95310000006.537256 qam16
105390000005.637256 qam17
115470000005.337256 qam18
12555000000637256 qam19
13563000000637256 qam20
145710000005.537256 qam21
15579000000538256 qam22
165870000005.538256 qam23
175950000005.538256 qam24
186030000004.537256 qam25
19611000000437256 qam26
20619000000437256 qam27
21627000000437256 qam28
22635000000337256 qam29
236430000003.537256 qam30
24651000000438256 qam31



Downstream bonded channels

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

1Locked38.900
2Locked38.600
3Locked38.9140
4Locked37.6150
5Locked37.670
6Locked38.6120
7Locked38.6170
8Locked37.360
9Locked37.6100
10Locked37.600
11Locked37.3110
12Locked37.620
13Locked37.670
14Locked37.6170
15Locked37.6190
16Locked38.6160
17Locked38.650
18Locked38.670
19Locked37.610
20Locked37.600
21Locked37.340
22Locked37.3140
23Locked37.600
24Locked37.650

On upstream after restart

Upstream bonded channels

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

16029999647.5512064 qam1
23940000046.5512064 qam4
34620001947.5512064 qam3
45370002147512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00110
2ATDMA0030
3ATDMA0000
4ATDMA0010

 

This has got to end. I am having issues at work and I cannot afford for this to continue.

0 Kudos
Reply