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Intermittent disconnection

Like many others, I have been experiencing issue with intermittent drop outs from Virgin for months. I am at the end of my patience with Virgin. Following the instructions from the forum below is a link to my BQM plus Downstream, Upstream and Network Log tab info. I hope this is enough... no need to apologise about me experiencing problems, a reply with a remedy is all I need. Thank you in advance.

BQM link; 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e697a15ddc9b6a400bd6710715b0a1d2ce...

Downstream

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

139000000

7.4

38

256 qam

1

2

147000000

7.3

38

256 qam

2

3

155000000

7

40

256 qam

3

4

163000000

7

40

256 qam

4

5

171000000

7

38

256 qam

5

6

179000000

7

38

256 qam

6

7

187000000

7

38

256 qam

7

8

195000000

6.9

40

256 qam

8

9

203000000

6.6

38

256 qam

9

10

211000000

6.8

38

256 qam

10

11

219000000

6.8

38

256 qam

11

12

227000000

6.8

40

256 qam

12

13

235000000

7

40

256 qam

13

14

243000000

7

38

256 qam

14

15

251000000

7

40

256 qam

15

16

259000000

7

38

256 qam

16

17

267000000

7.3

40

256 qam

17

18

275000000

7.4

40

256 qam

18

19

283000000

7.5

40

256 qam

19

20

291000000

7.4

38

256 qam

20

21

299000000

7.9

38

256 qam

21

22

307000000

8

40

256 qam

22

23

315000000

7.9

40

256 qam

23

24

323000000

7.4

40

256 qam

24

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Message 2 of 21
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Re: Intermittent disconnection

Additional info as previously exceeded post character allowance

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

3

0

2

Locked

38.9

5

0

3

Locked

40.3

6

0

4

Locked

40.3

6

0

5

Locked

38.9

5

0

6

Locked

38.9

4

0

7

Locked

38.9

6

0

8

Locked

40.3

8

0

9

Locked

38.9

7

0

10

Locked

38.9

6

0

11

Locked

38.9

6

0

12

Locked

40.3

7

0

13

Locked

40.3

7

0

14

Locked

38.9

7

0

15

Locked

40.3

5

0

16

Locked

38.9

2

0

17

Locked

40.3

5

0

18

Locked

40.3

7

0

19

Locked

40.3

6

0

20

Locked

38.9

6

0

21

Locked

38.6

7

0

22

Locked

40.3

0

0

23

Locked

40.3

7

0

24

Locked

40.3

6

0

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700000

42.8

5120

64 qam

6

2

60300000

43

5120

64 qam

5

3

39400000

42.8

5120

64 qam

8

4

46200000

42.5

5120

64 qam

7

 

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

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-bbt057-b.cm




Primary Downstream Service Flow

SFID

2286

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0




Primary Upstream Service Flow

SFID

2285

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

 

Network Log

Time

Priority

Description

13/11/2020 14:38:1

notice

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

13/11/2020 14:36:8

Warning!

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

13/11/2020 10:23:11

notice

SW download Successful - Via Config file

13/11/2020 10:21:15

notice

SW Download INIT - Via Config file

10/11/2020 08:56:38

notice

SW download Successful - Via Config file

10/11/2020 08:54:44

notice

SW Download INIT - Via Config file

01/01/1970 00:01:38

critical

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

10/11/2020 01:05:53

notice

TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/11/2020 00:59:6

critical

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

10/11/2020 00:50:5

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;

10/11/2020 00:47:33

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/11/2020 00:47:29

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/11/2020 00:47:29

Warning!

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

10/11/2020 00:47:29

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:37

critical

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

07/11/2020 00:36:55

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:38

critical

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

02/11/2020 13:22:1

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/11/2020 05:18:58

critical

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

31/10/2020 12:04:24

Warning!

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

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Alessandro Volta
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Message 3 of 21
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Re: Intermittent disconnection

Your stats are in spec and the BQM indicates no issues.

What is dropping exactly?

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Re: Intermittent disconnection

@VirginMedia, @MikeRobbo - my own thread has now been created after ignoring my previous post over a week ago.

Please try to provide technical guidance to the above service data plus the answer to my previously asked question; Can you also inform the consequences of me simply abandoning my contract and moving elsewhere? Financial penalty would feel drastically unjust given the awful service for months.  

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Re: Intermittent disconnection

BQM reports no issues... that baffles me. My internet intermittently drops out about 20x per day. I need to wait 2-3 mins, sometimes I physically need to go and reset the router. 

Ross

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Alessandro Volta
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Re: Intermittent disconnection

Yes but what drops?

Wired connections? Wireless ones?


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Message 7 of 21
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Re: Intermittent disconnection

My internet drops out. Unable to watch anything on Netflix without it buffering or dropping out entirely. Green signal lights flash or go on permanently for a few minutes.  

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Re: Intermittent disconnection

Wireless connections. I have no hard wired devices. 

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Alessandro Volta
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Message 9 of 21
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Re: Intermittent disconnection

Do a 60 second pinhole reset on the hub.

You'll also need to look into splitting the WiFi bands and choosing a less congested channel.

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Message 10 of 21
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Re: Intermittent disconnection

Thanks, I did the pinhole reset last week which did not solve my issue (hence why still here). I can/will do it again though.

Can you please steer me to guidance about splitting the WiFi bands? FYI: I live alone and am not gaming. My largest demand is video conf call or somethnig like youtube/netflix.  

Can you also inform the consequences of me simply abandoning my contract and moving elsewhere?

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