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Seismica
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Intermittent Network Issue - Again

Hi,

I'm having an intermittent network issue over the last few days, with all devices losing connection frequently (both wired and wifi).

Service checker (when it manages to run without timing out) reports no issues in my area. I have tried all the troubleshooting steps in my home.

When running a speedtest, my download speed is extremely limited, and my upload speed is zero. Most of the time, the test doesn't load at all. https://www.broadbandspeedchecker.co.uk/test-result.html?id=374517442

The issue is almost exactly as I described only a few short months ago in this thread (an issue which was believed to be resolved): https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Network-Issue/m-p/4445560#M332...

Assuming that the cause of the issue is the same as it was back in October, whatever fixed that previous issue was only temporary and a more permanent solution is needed.

Similarly to the previous issue, I checked the router status again only 2 upstream channels (power level too high), many errors in the network log including critical errors, partial service errors etc. I will post these separately.

Please can someone at VM help me with this issue? This needs to be resolved as my connection is proving to be consistently unreliable.

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Seismica
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Re: Intermittent Network Issue - Again

Downstream bonded channels

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

1387000000-1.738256 qam28
2267000000-238256 qam17
3275000000-1.938256 qam18
4283000000-1.738256 qam19
5291000000-1.738256 qam20
6299000000-1.538256 qam21
7307000000-1.238256 qam22
8315000000-1.438256 qam23
9323000000-1.238256 qam24
10331000000-138256 qam25
11371000000-1.538256 qam26
12379000000-1.438256 qam27
13395000000-2.238256 qam29
14403000000-238256 qam30
15411000000-1.238256 qam31
16419000000-138256 qam32
17427000000-1.738256 qam33
18435000000-1.238256 qam34
19443000000-138256 qam35
20451000000-0.738256 qam36
21459000000-0.538256 qam37
22467000000-0.538256 qam38
23475000000-0.738256 qam39
24483000000-138256 qam40



Downstream bonded channels

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

1Locked38.6300
2Locked38.680
3Locked38.6110
4Locked38.990
5Locked38.680
6Locked38.9300
7Locked38.9290
8Locked38.6250
9Locked38.6150
10Locked38.6130
11Locked38.6150
12Locked38.6300
13Locked38.6310
14Locked38.6370
15Locked38.6220
16Locked38.6270
17Locked38.6500
18Locked38.9400
19Locked38.6340
20Locked38.6340
21Locked38.6330
22Locked38.6360
23Locked38.9510
24Locked38.6510

 

Upstream bonded channels

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

13940000052.5512032 qam4
24620000052.5512032 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0031
2ATDMA0030
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Seismica
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Re: Intermittent Network Issue - Again

Network Log

Time

Priority

Description

14/02/2021 12:03:6

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/02/2021 12:01:50

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/02/2021 11:57:46

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:22:43

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:22:43

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:11:5

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:11:5

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:06:25

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:06:24

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:05:3

notice

Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:04:48

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:04:18

Warning!

TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:04:18

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:02:51

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:02:51

Error

TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:02:51

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:02:48

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:02:48

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:00:45

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2021 14:00:45

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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tehwolf
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Re: Intermittent Network Issue - Again

You only have two upstream channels - and they are at 32QAM - you should have four all at 64.. guessing that this will need another engineer visit - wait for someone from VM to respond to the thread and take a look at your stats from their end - they will be able to take care of getting one booked for you.

In the meantime, it's probably worth making sure that all of the coax connections (inside and out) aren't loose..

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Seismica
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Re: Intermittent Network Issue - Again

Hi, I've still had no response from a VM representative.

Network issues seem to have been less frequent over the last week but the underlying issues are still there. Still only 2 upstream channels. Still many crtical errors highlighted in the network log. Definitely need an engineer to assess because any disruption to service is critical when trying to work from home. I want to speak directly with an engineer to understand what the potential cause is and what will need to be fixed.

Since we moved into this home it's clear the cabinet across the street (presumably the one servicing us) is not fully secure and so it is possible there is some damage to the equipment inside. It's also not clear to me how old the connection is from the cabinet to my house, if this could be potential cause it's probably better replaced (Our local gas company is digging up and replacing all the lines in the near future - possible opportunity to access any cable ducting between the cabinet and our home, if it's in the same places).

My broadband quality monitor frequently has blocks that show all red / 100% packet drop. https://www.thinkbroadband.com/broadband/monitoring/quality/share/870436bf9ce11e00ee9329cec779078e0f...

I will try calling but was hoping this could be resolved on here rather than try to relay all of this info over the phone.

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