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Intermittent connection issues

BrokenInternet
Tuning in

Hi,

I have been facing intermittency on my network and I would like to get some guidance on what would be the cause of this. It does appear to me as though the problems are being caused by issues in the local area, perhaps some interference from nearby, but calling customer support they keep blaming my router and saying it's the hardware on my network.

I have faced intermittency fairly regularly over the last 3 years, and the issues normally never seem to get entirely fixed so they show up again at another time. I was just hoping that the expertise on this forum can provide me a suggestion beyond resetting my router.

I have shared below two days on the think broadband monitor where the issues have been majorly present with significant drop outs at regular intervals.

Also find below the downstream numbers for reference.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5e31c29f61dbceef9ebfe6a363a7046d40...
https://www.thinkbroadband.com/broadband/monitoring/quality/share/602c87eb3cc362a34336430ce99e648fd3...

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
20 291000000 5.9 38.6 QAM256 20
10 211000000 5.6 38.6 QAM256 10
11 219000000 5.5 38.6 QAM256 11
12 227000000 5.7 39 QAM256 12
13 235000000 5.7 39 QAM256 13
14 243000000 5.5 38.6 QAM256 14
15 251000000 5.4 38.6 QAM256 15
16 259000000 5.9 38.6 QAM256 16
17 267000000 6 38.6 QAM256 17
18 275000000 5.9 38.6 QAM256 18
19 283000000 5.7 39 QAM256 19
21 299000000 6.8 38.6 QAM256 21
22 307000000 7 39 QAM256 22
23 315000000 7 39 QAM256 23
24 323000000 6.7 39 QAM256 24
25 331000000 6.6 38.6 QAM256 25
26 339000000 6.6 39 QAM256 26
27 347000000 6.4 39 QAM256 27
28 355000000 6 38.6 QAM256 28
29 363000000 5.9 39 QAM256 29
30 371000000 6.1 39 QAM256 30
31 379000000 6.1 38.6 QAM256 31
32 387000000 5.8 39 QAM256 32
33 395000000 5.5 39 QAM256 33
34 403000000 5.7 39 QAM256 34
35 411000000 5.9 39 QAM256 35
36 419000000 5.9 39 QAM256 36
37 427000000 5.5 39 QAM256 37
38 435000000 5.5 39 QAM256 38
39 443000000 6 39 QAM256 39
40 451000000 6.1 39 QAM256 40

 

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
20 Locked 38.605377 0 0
10 Locked 38.605377 0 0
11 Locked 38.605377 0 0
12 Locked 38.983261 0 0
13 Locked 38.983261 0 0
14 Locked 38.605377 0 0
15 Locked 38.605377 0 0
16 Locked 38.605377 0 0
17 Locked 38.605377 0 0
18 Locked 38.605377 0 0
19 Locked 38.983261 0 0
21 Locked 38.605377 0 0
22 Locked 38.983261 0 0
23 Locked 38.983261 0 0
24 Locked 38.983261 0 0
25 Locked 38.605377 0 0
26 Locked 38.983261 0 0
27 Locked 38.983261 0 0
28 Locked 38.605377 0 0
29 Locked 38.983261 0 0
30 Locked 38.983261 0 0
31 Locked 38.605377 0 0
32 Locked 38.983261 0 0
33 Locked 38.983261 0 0
34 Locked 38.983261 0 0
35 Locked 38.983261 0 0
36 Locked 38.983261 0 0
37 Locked 38.983261 0 0
38 Locked 38.983261 0 0
39 Locked 38.983261 0 0
40 Locked 38.983261 0 0

 

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 40 0.8 2440284952 0

22 REPLIES 22

jbrennand
Very Insightful Person
Very Insightful Person
Can you post up all the Upstream data and network logs as well.

The BQM is very odd with rhythmical packet drop spikes. Is the Hub in normal router ode - or in modem mode ? What devices do you have connected to the Hub on ethernet cables?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

The Hub is is normal router mode. Ethernet has connected two PCs, one through a powerline adapter

There are the upstream and network logs.

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49600000 38.020599 5120 KSym/sec 64QAM 1
2 23600000 37.020599 5120 KSym/sec 64QAM 5
3 30100000 37.520599 5120 KSym/sec 64QAM 4
4 36600000 37.520599 5120 KSym/sec 64QAM 3
5 43100000 38.020599 5120 KSym/sec 64QAM 2


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0
5 US_TYPE_STDMA 0 0 0 0


3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.0 33.2 2K QAM8


3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 200 53.9 0 0

Network Log
Time Priority Description
Fri Nov 11 23:43:24 2022 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 11 23:44:25 2022 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 11 23:44:27 2022 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 11 23:45:28 2022 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 11 23:45:30 2022 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 11 23:46:31 2022 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 11 23:46:33 2022 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 11 23:48:35 2022 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 11 23:48:48 2022 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 12 01:09:26 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 12 04:25:49 2022 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 12 04:26:04 2022 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 12 04:26:04 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 14 12:48:27 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 14 13:57:18 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 14 15:43:18 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 14 15:48:51 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 14 18:53:22 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 14 18:53:22 2022 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 14 20:37:02 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 14 23:24:15 2022 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 14 23:24:15 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 15 19:44:35 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 15 20:19:40 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 15 22:12:46 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 15 22:19:43 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 16 03:06:44 2022 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 16 03:06:59 2022 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 16 03:06:59 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 16 03:30:37 2022 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 16 03:30:52 2022 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 16 03:30:52 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 16 05:06:47 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 16 05:21:31 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 16 14:54:57 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 16 15:24:57 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 17 22:14:38 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 17 22:52:35 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 18 12:55:43 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 18 12:55:43 2022 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 18 13:13:17 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 18 13:25:43 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 18 13:25:43 2022 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 18 14:23:54 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 19 16:18:48 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 19 17:39:19 2022 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

 

jbrennand
Very Insightful Person
Very Insightful Person
Stats all ok - someone else needs to comment on the logs.

Some similar issues have been traced to connected equipment can you do this experiment.
____________________________________________

Unplug all the ethernet cable connections from the Hub and switch off the powerlines and just let it run - so doing it overnight is best.

Then in the morning look at the BQM and see if it has cleaned up. If it has - plug the devices back in - one at a time - for an hour or two until the problem reappears and that should indicate where to look for what is causing the issues. Change to new Cat6a cables first.

Examples of this are ....
See message 12 in the first and 13 in the second.

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/p...

https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Connection/td-p/5069984/page/2

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi,

Thanks for your suggestion. I've done some testing and it appears this makes no difference to the consistency of the connection

Although, this is hard to test properly due to the sporadic nature of this issue.

Any other thoughts or suggestions you have, I would love to hear, otherwise thanks for your help! 🙂

 

Molly_T
Forum Team
Forum Team

Hi BrokenInternet, welcome back to the community! Thank you for posting. 

Sorry to hear about these issues with your connection. To investigate further I will send you a PM to confirm a few account details. You can find this in the top right corner of the page in your Inbox. 

We can then return to this thread with an update when possible! All the best. 

Molly

BrokenInternet
Tuning in

Returning to this, as the problems are persisting.

Would like to see a solution to this problem after having several engineers come round who cannot seem  to find the crux of the problem

 

Sorry to hear this is still an issue for you BrokenInternet, what have the technicians done or advised during the visits? All of the levels are within the spec's and ranges we'd expect to see, the speeds seem okay averaging over 1130mbps download and 98 upload with no disconnection in the last couple of days.

 

Rob

Hi Robert,

The first technician that came round replaced the router with a brand new one, stating that if that didn't fix the issue they would have to replace the wire to the main box outside. (just to be clear, this was never replaced)

The second technician removed the power booster that was installed some years prior, as the power levels were too high at this point.

Other than that, they just said wait and see how it goes.

 

I can see you're also in a Private Message with my colleague, feel free to respond there as I will ask for this thread to be closed to avoid confusion.

 

Rob