Intermittent connection for 3 months

[Evs1]

Hi,

I am in the same boat as ScottG99. A good three months of intermittent broadband. Engineers been out twice, equipment has been replaced and every time I call (which has probably used up 10 hours so far) I’m told the same thing - wait 24 hours. Online checks keep telling me it’s temporary (which it clearly isn’t) and no one offers any advice or solutions, aside from putting on hold and transferring to another department. Can someone from Virgin please contact me to explain how they are going to fix this. 

[Joseph_B]

Hey @Evs1,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been experiencing this issue, having checked into our systems I can see you have a technician appointment booked in for today, this should help to rectify the issue or at least provide further information as to what is causing this, please let us know how this visit goes and if further assistance is needed we can provide this.

Cheers. Joe

[Evs1]

Thanks Joe,

yes the engineer came and went. He could see that in that in the last month there around 250 drop outs with a total loss of service being a day and something. He did something outside the house and thought it had fixed the issue, but it dropped again about 10 minutes after he left so the problem still persists. Where do we go from here? It’s starting to wear a bit thin. Especially I noticed a £20 monthly increase in my bill this month!!!

[jbrennand]

OK time to see some data - can you do this - especially the BQM

______________________________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi 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 VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

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

[Tom_W1]

Hi @Evs1 thanks for your reply, although we're sorry to hear that the engineer visit didn't resolve things as we were hoping.

As @jbrennand has mentioned, if you could kindly provide your Hubs logs as requested, and we can take things from there for you?

Many thanks

[Evs1]

Thanks Tom and @jbrennand - data below requested. An ideas from here appreciated!

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

1             291000000          4             38           256 qam              20

2             139000000          5             38           256 qam              1

3             147000000          5.3         38           256 qam              2

4             155000000          5.5         38           256 qam              3

5             163000000          5.4         38           256 qam              4

6             171000000          5             38           256 qam              5

7             179000000          4.8         38           256 qam              6

8             187000000          4.9         38           256 qam              7

9             195000000          4.9         38           256 qam              8

10           203000000          5             38           256 qam              9

11           211000000          4.8         38           256 qam              10

12           219000000          5             38           256 qam              11

13           227000000          5             38           256 qam              12

14           235000000          4.8         38           256 qam              13

15           243000000          4.4         38           256 qam              14

16           251000000          4.3         38           256 qam              15

17           259000000          4.3         38           256 qam              16

18           267000000          4.5         38           256 qam              17

19           275000000          4.4         38           256 qam              18

20           283000000          4.1         38           256 qam              19

21           299000000          4.5         38           256 qam              21

22           307000000          4.1         38           256 qam              22

23           315000000          4.3         38           256 qam              23

24           323000000          4             38           256 qam              24

Downstream bonded channels

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

1             Locked  38.9       0             0

2             Locked  38.9       0             0

3             Locked  38.9       0             0

4             Locked  38.6       5             0

5             Locked  38.9       6             0

6             Locked  38.9       0             0

7             Locked  38.6       0             0

8             Locked  38.9       0             0

9             Locked  38.9       0             0

10           Locked  38.9       6             0

11           Locked  38.9       0             0

12           Locked  38.9       6             0

13           Locked  38.9       6             0

14           Locked  38.9       4             0

15           Locked  38.6       0             0

16           Locked  38.9       0             0

17           Locked  38.9       0             0

18           Locked  38.9       4             0

19           Locked  38.6       5             0

20           Locked  38.9       0             0

21           Locked  38.9       5             0

22           Locked  38.9       5             0

23           Locked  38.9       0             0

24           Locked  38.9       0             0

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

1             49599988            45.8       5120      64 qam 1

2             23600048            42.3       5120      64 qam 5

3             30099998            43.3       5120      64 qam 4

4             36600000            44.3       5120      64 qam 3

5             43100012            45.8       5120      64 qam 2

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

5             ATDMA 0             0             0             0

Time      Priority  Description

11/05/2023 13:22:4        critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 13:10:19      Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 13:08:49      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;

11/05/2023 13:07:56      Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 13:07:52      critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 13:07:52      Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 13:07:52      critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 13:07:48      Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 13:02:21      critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 13:02:21      Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 13:01:59      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;

11/05/2023 12:59:31      Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 12:59:26      critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 12:59:26      Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 12:59:26      critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 12:59:25      Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 12:59:14      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;

11/05/2023 12:58:18      Warning!             Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 12:58:14      critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/05/2023 12:58:13      Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Joseph_B]

Hey @Evs1,

Thanks for getting back to us with that.

What I have actioned the system to do is monitor your services for the next 24 hours, we ask you to do the same, let us know if the service remains the same or if it gets better during this period, we also ask to make sure you have performed a reboot of the Hub recently.

Cheers. Joe

[Evs1]

Thanks Joe

that has been tried several times with exactly the same result. Pretty much the definition of madness! It’s been monitored for 24hrs with with the promise of improvement which doesn’t come. The hub has been rebooted multiple times. It has been replaced altogether and then rebooted too so feel like those boxes are ticked! Any other suggestions please?

cheers

james

[jbrennand]

Dont think you have actually said but...

… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

[Evs1]

Thanks John,

no it’s not the hub as Ethernet has same issue. The hub has also been changed over so unless just very unlucky in getting two dud hubs I think it’s unlikely?