forumarchive,nothingtosee,
Menu
Reply
ArisX
  • 5
  • 0
  • 0
Tuning in
232 Views
Message 1 of 11
Flag for a moderator

Intermittent connectivity for months - area 15

Hello,My connection has been patchy, at best, since summer 2020. Network drops, speeds no better than PSTN, some devices working fine while others cannot access the network at all for hours a day. There is no clear pattern either in terms of devices or speeds - some days my laptop work just fine but my flatmate's doesnt, some days it is the reverse. Only thing I have noticed is that it happens mostly around peak hours so I assume it is a capacity issue.

-No, I have restarted my router and called multiple times before. Hasnt worked, and I cant get through to tech support

-Yes, I even upgraded to a higher speed, hasnt helped one bit and it is only a waste of my money (£64!)

-Yes, my work relies on this connection so it is quite urgent to finally solve this

So my question is, how can this be solved? Is VM doing anything to solve this and justify all this money I pay them every month for a service that has been worse than mobile broadband for months?

0 Kudos
Reply
jbrennand
  • 20.53K
  • 2.18K
  • 3.63K
Very Insightful Person
Very Insightful Person
225 Views
Message 2 of 11
Flag for a moderator

Re: Intermittent connectivity for months - area 15

Lets have a look at the connection details - especially do the BQM.
_________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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.

Also, in the meantime... if you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
gary_dexter
  • 28.92K
  • 1.77K
  • 3.78K
Alessandro Volta
223 Views
Message 3 of 11
Flag for a moderator

Re: Intermittent connectivity for months - area 15

Setup a BQM and post the live share url back here 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
ArisX
  • 5
  • 0
  • 0
Tuning in
211 Views
Message 4 of 11
Flag for a moderator

Re: Intermittent connectivity for months - area 15

Many thanks for the quick reply!

Made an account with thinkbroadband but as you say it will take a couple of days for it to update. Link to the live graph attached

As for the VM Hub details (hope I correctly blanked the MACs):

Downstream

Downstream bonded channels

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

12590000005.638256 qam16
21390000008.538256 qam1
31470000007.138256 qam2
41550000007.438256 qam3
51630000007.338256 qam4
61710000007.638256 qam5
71790000008.138256 qam6
81870000007.540256 qam7
91950000007.140256 qam8
10203000000738256 qam9
112110000007.638256 qam10
122190000007.534256 qam11
132270000007.135256 qam12
14235000000738256 qam13
152430000006.938256 qam14
162510000006.538256 qam15
172670000006.438256 qam17
182750000006.638256 qam18
192830000005.938256 qam19
202910000004.638256 qam20
212990000005.538256 qam21
223070000004.938256 qam22
233150000003.238256 qam23
243230000004.438256 qam24



Downstream bonded channels

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

1Locked38.9169941
2Locked38.925772698
3Locked38.9361853694
4Locked38.6295572990
5Locked38.9281484063
6Locked38.61794830600
7Locked38.9209322260
8Locked40.3200341449
9Locked40.3209952321
10Locked38.9105831265
11Locked38.92001295
12Locked34.474916980
13Locked3547864374
14Locked38.917900106
15Locked38.94552
16Locked38.65640
17Locked38.913480
18Locked38.92144362
19Locked38.613650
20Locked38.92242336
21Locked38.91962221
22Locked38.62299205
23Locked38.916837
24Locked38.6117553

 

Upstream:

Upstream bonded channels

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

12579991849.5512016 qam6
23939988347512064 qam4
34620000046.8512064 qam3
43260010148512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0000
3ATDMA0020
4ATDMA0010




0 Kudos
Reply
ArisX
  • 5
  • 0
  • 0
Tuning in
210 Views
Message 5 of 11
Flag for a moderator

Re: Intermittent connectivity for months - area 15

And the network log

Network log:

Time Priority Description

21/01/2021 15:18:10Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 10:16:44Warning!RCS Partial Service;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 22:08:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 14:36:12Warning!RCS Partial Service;CM-MAC=xyz1;CMTS-MAC=xyz2:cf;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 12:05:19criticalNo Ranging Response received - T3 time-out;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 10:06:7Warning!RCS Partial Service;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 17:39:22criticalNo Ranging Response received - T3 time-out;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 10:23:4Warning!RCS Partial Service;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 05:37:39criticalNo Ranging Response received - T3 time-out;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 10:08:0Warning!RCS Partial Service;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 21:29:2criticalNo Ranging Response received - T3 time-out;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 19:12:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 20:01:6criticalNo Ranging Response received - T3 time-out;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 10:12:16Warning!RCS Partial Service;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 06:37:15criticalNo Ranging Response received - T3 time-out;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 02:17:15noticeSW download Successful - Via NMS
15/01/2021 02:15:15noticeSW Download INIT - Via NMS
13/01/2021 14:00:38criticalNo Ranging Response received - T3 time-out;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 12:04:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xyz1;CMTS-MAC=xyz2;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 20:10:28Warning!RCS Partial Service;CM-MAC=xyz1;CMTS-MAC=xyz2f;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
jbrennand
  • 20.53K
  • 2.18K
  • 3.63K
Very Insightful Person
Very Insightful Person
189 Views
Message 6 of 11
Flag for a moderator

Re: Intermittent connectivity for months - area 15

OK - the BQM will be useful post up the link to the share live graph - we can watch it develop.

One up channel has dropped to 16qam and ther are some T3's - which is never good - if in a short timeframe. Also the RS errors are a concern but may be historical build up. May be worth doing this now.
_________________-

First switch the Hub off for a few minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax 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 dog chews, kinking or chaffing, quick check that all looks good with the outside cabling and wall box. Then switch it on again and leave a few minutes

When done, check back in the Hub settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
ArisX
  • 5
  • 0
  • 0
Tuning in
135 Views
Message 7 of 11
Flag for a moderator

Re: Intermittent connectivity for months - area 15

Many thanks for the help so far. Restarted my router as recommended. 0 RS errors on the counter after that, but here are the results less than 12 hours in. Also resharing the thinkbroadband link https://www.thinkbroadband.com/broadband/monitoring/quality/share/a7473f0ba0b93de9f3938dcc9b8be4396b...

Downstream

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

12590000005.638256 qam16
21390000008.538256 qam1
3147000000738256 qam2
41550000007.438256 qam3
51630000007.138256 qam4
61710000007.638256 qam5
71790000008.338256 qam6
81870000007.540256 qam7
91950000007.340256 qam8
10203000000738256 qam9
112110000007.640256 qam10
122190000007.534256 qam11
132270000007.135256 qam12
14235000000740256 qam13
15243000000738256 qam14
162510000006.538256 qam15
172670000006.438256 qam17
182750000006.538256 qam18
192830000005.938256 qam19
202910000004.638256 qam20
212990000005.638256 qam21
22307000000538256 qam22
233150000003.538256 qam23
243230000004.438256 qam24

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

1Locked38.916812
2Locked38.9140922
3Locked38.93716372
4Locked38.92898322
5Locked38.92782382
6Locked38.92398328
7Locked38.91759308
8Locked40.31227256
9Locked40.31810278
10Locked38.91396183
11Locked40.326150
12Locked34.440910121
13Locked351984128
14Locked40.3102632
15Locked38.9952
16Locked38.9890
17Locked38.62060
18Locked38.920887
19Locked38.91020
20Locked38.931167
21Locked38.927411
22Locked38.625418
23Locked38.619513
24Locked38.61530

 

Upstream

Upstream bonded channels

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

12580009849.3512032 qam6
23940009547512064 qam4
34620013146.8512064 qam3
43260008848512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Plus a new critical error since yesterday

etwork Log

Time Priority Description

22/01/2021 04:44:16criticalNo Ranging Response received - T3 time-out;CM-MAC=xyz;CMTS-MAC=xyz;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
jbrennand
  • 20.53K
  • 2.18K
  • 3.63K
Very Insightful Person
Very Insightful Person
128 Views
Message 8 of 11
Flag for a moderator

Re: Intermittent connectivity for months - area 15

Well thats the strangest BQM I have ever seen 🙂 Are there any pointers on the TB web site to help interpret why it looks like that.

In any case you deffo have a connection issue. I will flag for VM to come here and take a look - but in the meantime try calling in to report it as a fault (08.00 is the best time). May be noise getting in hence the PostRS errors, upstream dropping qam and having T3 timeouts - point that out.


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
ArisX
  • 5
  • 0
  • 0
Tuning in
118 Views
Message 9 of 11
Flag for a moderator

Re: Intermittent connectivity for months - area 15

Found this to interpret the graphs https://www.thinkbroadband.com/faq/broadband-quality-monitor, but my case is not shown really. Could it be that it has not collected much data yet? Also, today the connection has been quite good actually so might update this when it starts acting weird again.

I have tried contacting VM before about getting technical help, but since the pandemic I havent been able to connect to a call centre - only automated messages. Are you suggesting if I call early that wont be the case?

0 Kudos
Reply
tehwolf
  • 1.57K
  • 253
  • 379
Superfast
111 Views
Message 10 of 11
Flag for a moderator

Re: Intermittent connectivity for months - area 15


@jbrennand wrote:

Well thats the strangest BQM I have ever seen 🙂 Are there any pointers on the TB web site to help interpret why it looks like that.


It's about as good as it gets!

sub 5ms latency without any variation.

if you ignore the two small bits of packet loss last night at around 10 it looks like pretty much the perfect BQM.. almost as though it's on the same LAN segment as TBB's ping device 😄

0 Kudos
Reply