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Intermittent internet connection

My connection keeps dropping out for around 30 secs at a time 10-20 times a day. This happens for devices connected wirelessly and through wired connections to the router. I have tried contacting Virgin on the phone or live chat but no luck after hours waiting

I've set up a BQM here - any help greatly appreciated!

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Alessandro Volta
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Message 2 of 12
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Re: Intermittent internet connection

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen shots.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Message 3 of 12
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Re: Intermittent internet connection

Downstream bonded channels

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

1138750000-0.437256 qam1
2146750000-0.937256 qam2
3154750000-1.237256 qam3
4162750000-137256 qam4
5170750000-0.937256 qam5
6178750000-1.237256 qam6
7186750000-137256 qam7
8194750000-0.937256 qam8
9202750000-1.237256 qam9
10210750000-1.237256 qam10
11218750000-1.237256 qam11
12226750000-1.237256 qam12
13234750000-137256 qam13
14242750000-137256 qam14
15250750000-137256 qam15
16258750000-1.237256 qam16
17266750000-1.437256 qam17
18274750000-1.437256 qam18
19282750000-0.737256 qam19
20290750000-137256 qam20
21298750000-0.537256 qam21
22306750000-0.737256 qam22
23314750000-0.737256 qam23
24322750000-1.237256 qam24



Downstream bonded channels

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

1Locked37.315546432345289
2Locked37.32294599246086
3Locked37.340635044514363
4Locked37.367754165926282
5Locked37.62794020
6Locked37.6338177178
7Locked37.61468870
8Locked37.35768660
9Locked37.6941380
10Locked37.625000
11Locked37.36160
12Locked37.349880
13Locked37.68550
14Locked37.6320
15Locked37.6120
16Locked37.3130
17Locked37.67370
18Locked37.3150
19Locked37.640
20Locked37.680
21Locked37.660
22Locked37.6120
23Locked37.3380
24Locked37.61060
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Message 4 of 12
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Re: Intermittent internet connection

Upstream bonded channels

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

13940001550.5512064 qam9
24619996651512064 qam8
35370000050.5512064 qam7
43260000050.5512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0020
3ATDMA0000
4ATDMA0030
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Message 5 of 12
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Re: Intermittent internet connection

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

SFID15426
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID15425
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Message 6 of 12
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Re: Intermittent internet connection

Network Log

Time Priority Description

14/01/2021 08:50:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 08:50:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 08:45:44Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 07:06:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 06:37:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 04:35:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 00:36:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 00:31:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:52:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:46:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:45:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:45:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:45:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:43:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:41:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:37:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:35:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:35:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:35:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 23:34:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks!

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Alessandro Volta
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Message 7 of 12
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Re: Intermittent internet connection

Your Pre & Post RS Error counts are very high on the first four channels.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

While the Hub is powered off go around all the accessible co-ax connectors inside and outside to ensure that they are finger tight.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check the counts again in an hour or so.

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

1Locked37.315546432345289
2Locked37.32294599246086
3Locked37.340635044514363
4Locked37.367754165926282
5Locked37.62794020
6Locked37.6338177178
7Locked37.61468870
8Locked37.35768660
9Locked37.6941380
10Locked37.625000
11Locked37.36160
12Locked37.349880
13Locked37.68550
14Locked37.6320
15Locked37.6120
16Locked37.3130
17Locked37.67370
18Locked37.3150
19Locked37.640
20Locked37.680
21Locked37.660
22Locked37.6120
23Locked37.3380
24Locked37.61060

*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Message 8 of 12
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Re: Intermittent internet connection

Thanks. After an hour the error counts are lower but still not anywhere near zero. See below:

Downstream bonded channels

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

1138750000-0.437256 qam1
2146750000-0.937256 qam2
3154750000-1.237256 qam3
4162750000-137256 qam4
5170750000-0.937256 qam5
6178750000-1.237256 qam6
7186750000-137256 qam7
8194750000-0.737256 qam8
9202750000-1.237256 qam9
10210750000-1.237256 qam10
11218750000-1.237256 qam11
12226750000-1.237256 qam12
13234750000-137256 qam13
14242750000-137256 qam14
15250750000-0.937256 qam15
16258750000-1.437256 qam16
17266750000-1.437256 qam17
18274750000-1.537256 qam18
19282750000-0.737256 qam19
20290750000-137256 qam20
21298750000-0.537256 qam21
22306750000-0.737256 qam22
23314750000-0.737256 qam23
24322750000-1.237256 qam24



Downstream bonded channels

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

1Locked36.8119072139931
2Locked37.318506354075
3Locked37.321383272746
4Locked37.3191842116520
5Locked37.612145717781
6Locked37.624770652
7Locked37.6566452954
8Locked37.69074523780
9Locked37.68620817300
10Locked37.613207193
11Locked37.624427130
12Locked37.61030751885
13Locked37.660528518
14Locked37.6193164
15Locked37.642255
16Locked37.6375930
17Locked37.33009153
18Locked37.690600
19Locked37.67300
20Locked38.63130
21Locked37.6730
22Locked37.3610
23Locked37.61620
24Locked37.36760

 

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Message 9 of 12
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Re: Intermittent internet connection

Unfortunately the connection drop outs (wireless and wired connections) are still persisting.

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Message 10 of 12
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Re: Intermittent internet connection

The error rates are now back to as they were 24 hours ago (see below) and the connection is still very unreliable. I'd appreciate contact from a Virgin Media representative.  

Downstream bonded channels

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

1138750000-0.237256 qam1
2146750000-0.737256 qam2
3154750000-137256 qam3
4162750000-0.737256 qam4
5170750000-0.737256 qam5
6178750000-137256 qam6
7186750000-0.937256 qam7
8194750000-0.737256 qam8
9202750000-137256 qam9
10210750000-137256 qam10
11218750000-137256 qam11
12226750000-137256 qam12
13234750000-137256 qam13
14242750000-137256 qam14
15250750000-0.937256 qam15
16258750000-1.237256 qam16
17266750000-1.237256 qam17
18274750000-1.237256 qam18
19282750000-0.538256 qam19
20290750000-0.737256 qam20
21298750000-0.237256 qam21
22306750000-0.237256 qam22
23314750000-0.437256 qam23
24322750000-0.937256 qam24



Downstream bonded channels

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

1Locked37.656518754327453
2Locked37.31868170283691
3Locked37.32937643226182
4Locked37.642672761030984
5Locked37.621219226389
6Locked37.6486942622
7Locked37.6935216668
8Locked37.625829630474
9Locked37.618446122424
10Locked37.323244678
11Locked37.334433338
12Locked37.61615432727
13Locked37.696558867
14Locked37.33983101
15Locked37.6117586
16Locked37.3643031
17Locked37.637514137
18Locked37.6133310
19Locked38.610000
20Locked37.64380
21Locked37.31370
22Locked37.31380
23Locked37.63090
24Locked37.310470
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