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thatgriff
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Intermittent Internet

My internet has been cutting out annoyingly regularly for the last few weeks, sometimes it lasts only a few minutes, sometimes it is intermittent for half an hour or more. Sometimes rebooting everything helps, sometimes it doesn't. It just all seems to be totally random.

I use a 3rd party Asus router so the hub is in modem mode, I initially assumed the issue was the Asus router as it was 5 years old so treated myself to a new one, but even with the new router the issue still remains.

I have been browsing the forum and have seen issues like this where people have asked for the details of the network status of the hub so here are mine (I restarted the Virgin hub a couple of hours ago):

Cable Modem Status

Item	Status	Comments
Acquired Downstream Channel (Hz)	
331000000
	
Locked
Ranged Upstream Channel (Hz)	
25800000
	
Locked
Provisioning State	
Online
	
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	7.4	40	256 qam	25
2	203000000	7	40	256 qam	9
3	211000000	7	40	256 qam	10
4	219000000	7	40	256 qam	11
5	227000000	7	40	256 qam	12
6	235000000	7.1	40	256 qam	13
7	243000000	7.1	40	256 qam	14
8	251000000	7.3	40	256 qam	15
9	259000000	7.3	40	256 qam	16
10	267000000	7.4	40	256 qam	17
11	275000000	7.1	40	256 qam	18
12	283000000	7.5	40	256 qam	19
13	291000000	7.5	40	256 qam	20
14	299000000	7.5	40	256 qam	21
15	307000000	7.4	40	256 qam	22
16	315000000	7.5	40	256 qam	23
17	323000000	7.5	40	256 qam	24
18	339000000	7.5	40	256 qam	26
19	347000000	7.5	40	256 qam	27
20	355000000	7.3	40	256 qam	28
21	363000000	7.3	40	256 qam	29
22	371000000	7.1	40	256 qam	30
23	379000000	7	40	256 qam	31
24	387000000	6.8	40	256 qam	32


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	6	0
2	Locked	40.9	4	0
3	Locked	40.3	4	0
4	Locked	40.9	6	0
5	Locked	40.9	5	0
6	Locked	40.3	6	0
7	Locked	40.3	5	0
8	Locked	40.9	4	0
9	Locked	40.9	6	0
10	Locked	40.9	6	0
11	Locked	40.3	5	0
12	Locked	40.9	5	0
13	Locked	40.3	5	0
14	Locked	40.3	7	0
15	Locked	40.3	3	0
16	Locked	40.3	5	0
17	Locked	40.3	6	0
18	Locked	40.3	5	0
19	Locked	40.9	6	0
20	Locked	40.9	6	0
21	Locked	40.9	5	0
22	Locked	40.9	1	0
23	Locked	40.3	6	0
24	Locked	40.3	0	0

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	25800000	38.3	5120	64 qam	4
2	32599991	38.3	5120	64 qam	3
3	39400019	38.3	5120	64 qam	2
4	46200009	39.8	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

Network Log
Time	Priority	Description
21/06/2021 14:44:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:44:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:44:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:44:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:44:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:24:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:24:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:24:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:24:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:24:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:24:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:14:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:13:53	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:11:46	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:09:45	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:09:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:09:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:09:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:09:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 14:09:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;


From what I've read, the downstream power seems a bit high, but I already have a 10db forward path attenuator on there that was added by the engineer who initially installed my Virgin Media stuff about a year ago.

And, another strange thing (to my untrained eye) is that the last network log entry was almost 6 hours ago, but I was experiencing issues about 10 minutes ago, but I have no idea if that means anything or not.

Thanks in advance for any help 🙂

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lotharmat
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Message 2 of 18
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Re: Intermittent Internet

Your D/S power is lower than mine and mine is absolutely fine -6 --> +10dBmV is normal!

Looking at the stats; all looks fine but the logs tell a different story!

Hang tight for a VM Forum Rep to take a look!

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



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Hub 3 - Modem Mode - TP-Link Archer C7

thatgriff
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Message 3 of 18
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Re: Intermittent Internet

Thanks for the reply, lotharmat.

I actually set up a 'Broadband Quality Monitor' this afternoon but didn't think to post it. That looks like this:

d8c3c2c55fee4dffd4822c9f9f2ddd439c67ffdf

The 100% packet loss at the start was due to my router not responding to pings, but once I sorted that it started tracking properly.

The slight spike in latency roughly coincides with my last bout of issues.

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lotharmat
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Re: Intermittent Internet

Can you post the direct link under 'Share Live Graph'



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thatgriff
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Message 5 of 18
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Re: Intermittent Internet

I tried to be clever and set the image up as the direct link in the last post haha, but to be safe here it is https://www.thinkbroadband.com/broadband/monitoring/quality/share/d8c3c2c55fee4dffd4822c9f9f2ddd439c... 

Thanks 🙂

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lotharmat
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Message 6 of 18
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Re: Intermittent Internet

So far it looks good.... But the log doesn't!! - #Confused!



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thatgriff
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Message 7 of 18
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Re: Intermittent Internet

I've been having issues all morning (which has made work calls very difficult) and that has actually been reflected on the BQM this time:

d8c3c2c55fee4dffd4822c9f9f2ddd439c67ffdf

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d8c3c2c55fee4dffd4822c9f9f2ddd439c... 

Along with a bunch of new entries in the logs:

22/06/2021 09:35:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 09:34:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 08:33:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 08:27:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 07:18:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 07:12:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 06:43:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 06:42:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:7b;CMTS-MAC=**:**:**:**:**:ee;CM-QOS=1.1;CM-VER=3.0;

 

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lotharmat
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Re: Intermittent Internet

Yup - VM need to come and take a look at this!



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thatgriff
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Message 9 of 18
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Re: Intermittent Internet

Thanks for all the help, lotharmat.

If a Virgin member comes across this could you let me know how best to proceed?

Otherwise I'll ring in a bit later.

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lotharmat
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Message 10 of 18
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Re: Intermittent Internet

They'll likely send you a PM that will ask to confirm security details and then possibly book an engineer!

(Based on that log - I'd hope they would!)



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