Intermittent brief connection drop outs - ongoing 2 weeks

[NumberRn86]

Hi Everyone!

I've been having brief (seemingly seconds rather than minutes) connection drop outs to the internet. Sometimes it will keep happening every few minutes for hours. Then I won't have any issues all day.

This is on my static, wired, desktop PC. I do not lose network, simply the internet drops out. I cannot pinpoint any specific activities that are causing this and it happens anytime of day, but I certainly "notice" it more in the late evenings. But that would generally be when I'm on online gaming/social, where it's immediately obvious if you lose connection, even for a second, as you're kicked out of the session, making it completely unusable. Download/upload speed where fine when connected.

No changes made to anything. At the start of these issues I rebooted and factory reset the hub and PC often, but this made no difference.

Now, this morning, no drop outs, but I'm currently getting around 0.5mb/s upload (full downstream), which has spurred me to fix this as it's clearly not resolving itself.

[NumberRn86]

Adding in the hub logs:

Network Log

Time Priority Description

26/01/2023 13:02:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 12:56:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 12:41:25	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 12:41:18	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 12:17:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 12:17:47	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 07:25:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2023 01:50:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 20:06:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:33:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:33:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:18:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:18:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:18:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:18:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:17:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:17:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:16:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:16:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 17:11:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channels

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

1	23600293	41	5120	16 qam	11
2	49600108	40.2	5120	16 qam	5
3	43100050	40.5	5120	16 qam	6
4	36600256	40.5	5120	16 qam	7
5	30100484	40.7	5120	16 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	14	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	9	0
4	ATDMA	0	0	4	0
5	ATDMA	0	0	7	0

[NumberRn86]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 9.5 40 256 qam 25
2 267000000 9.5 40 256 qam 17
3 275000000 9.5 40 256 qam 18
4 283000000 9.5 40 256 qam 19
5 291000000 9.3 40 256 qam 20
6 299000000 9.5 40 256 qam 21
7 307000000 9.9 40 256 qam 22
8 315000000 10 40 256 qam 23
9 323000000 9.8 40 256 qam 24
10 339000000 10.1 40 256 qam 26
11 347000000 10.3 40 256 qam 27
12 355000000 9.8 40 256 qam 28
13 363000000 9.9 40 256 qam 29
14 371000000 10.3 40 256 qam 30
15 379000000 10.1 40 256 qam 31
16 387000000 9.8 40 256 qam 32
17 491000000 9.6 40 256 qam 34
18 499000000 9.8 40 256 qam 35
19 507000000 9.9 40 256 qam 36
20 515000000 9.8 40 256 qam 37
21 523000000 9.6 40 256 qam 38
22 531000000 10 40 256 qam 39
23 539000000 10 40 256 qam 40
24 547000000 9.5 40 256 qam 41


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 4556 12015
2 Locked 40.3 5160 15760
3 Locked 40.9 5079 18460
4 Locked 40.9 5344 18645
5 Locked 40.9 5465 16739
6 Locked 40.3 4092 17410
7 Locked 40.3 3974 18402
8 Locked 40.3 4009 17981
9 Locked 40.3 4107 18600
10 Locked 40.3 4386 18116
11 Locked 40.9 4443 17079
12 Locked 40.3 4589 17692
13 Locked 40.9 4483 17570
14 Locked 40.9 3556 17416
15 Locked 40.9 3958 18272
16 Locked 40.3 3971 18038
17 Locked 40.9 4634 17493
18 Locked 40.9 4546 17366
19 Locked 40.9 4609 18267
20 Locked 40.3 4836 15512
21 Locked 40.9 5182 15799
22 Locked 40.9 5568 14373
23 Locked 40.9 5559 14130
24 Locked 40.3 5258 15127

[jbrennand · Accepted solution]

Doesnt look good. Can you start from a blank sheet and do the below - but its looking like a Tech visit at least will be needed

But check first for known faults...Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

_________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Also the Up QAM's should be at 64 not 16! Then check every hour or so to see if the errors start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[NumberRn86]

Thanks J, good info! I will report back!

[Carley_S]

Hi @NumberRn86

Welcome to the community forums. 

Sorry to hear that you're having issues with your broadband service at this time. I have checked the systems at our side and can see that your area is affected by a signalling issue or SNR outage. You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

The estimated fix time for this is currently 2nd February 2023 at 14:00. Please reboot your equipment after this time and let us know if you have any further issues and we can check for any updates.