Intermittent internet speed issues

[gingamonkey]

Hi,
We've been having intermittent issues with our broadband for the past few weeks - We're on a 1GB package but it will drop to next to nothing randomly (Mbps will fall off a cliff on samknows.com) and I'm constantly having to power cycle the router to get it to kick start again. 

Prior to this, we were having visual corruption on some tv channels. After a painfully long experience speaking to telephone support over numerous calls, they finally succumbed to booking an engineer. By the time the appointment came around, the issue appeared to resolve itself, so I cancelled the visit.

I'm thinking that there is more of an issue at play here, as we are now experiencing this prolonged internet issue. Working from home part time, remotely connecting to my office workstation is a nightmare, as every time it drops, I lose connection. 

The forum admin team have been a HUGE help to me in the past, so I'm posting on here in the hope that they can please work their magic again, and help me avoid having to go through another telephone support nightmare!

Any help much appreciated!

[RT123]

Hi,

Could you please provide the router logs?  Downstream, upstream and network logs (as usual!) from 192.168.0.1 or 192.168.100.1

[gingamonkey]

Hey RT123, Sure (*Though I have just power cycled the router as it was on it's daily go slow)

DOWNSTREAM

3.0 Downstream channels

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

1	331000000	0.5	39	QAM 256	25
2	139000000	6.6	40	QAM 256	1
3	147000000	6.3	40	QAM 256	2
4	155000000	6	40	QAM 256	3
5	163000000	5.7	40	QAM 256	4
6	171000000	5.5	40	QAM 256	5
7	179000000	4.3	40	QAM 256	6
8	187000000	4.6	40	QAM 256	7
9	195000000	3.6	39	QAM 256	8
10	203000000	3.9	40	QAM 256	9
11	211000000	4	40	QAM 256	10
12	219000000	3.3	40	QAM 256	11
13	227000000	4.3	40	QAM 256	12
14	235000000	3.1	40	QAM 256	13
15	243000000	3.7	40	QAM 256	14
16	251000000	2.5	40	QAM 256	15
17	259000000	3	40	QAM 256	16
18	267000000	1.8	39	QAM 256	17
19	275000000	2.3	39	QAM 256	18
20	283000000	1.5	39	QAM 256	19
21	291000000	1.8	39	QAM 256	20
22	299000000	0.9	39	QAM 256	21
23	307000000	0.8	39	QAM 256	22
24	315000000	0.9	39	QAM 256	23
25	323000000	0.8	39	QAM 256	24
26	339000000	1.2	39	QAM 256	26
27	347000000	1	39	QAM 256	27
28	355000000	0.8	39	QAM 256	28
29	363000000	0.7	39	QAM 256	29
30	371000000	0.8	39	QAM 256	30
31	379000000	0.4	39	QAM 256	31
32	387000000	0.2	39	QAM 256	32

3.0 Downstream channels

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

1	Locked	39	0	0
2	Locked	40	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	40	0	0
8	Locked	40	0	0
9	Locked	39	0	0
10	Locked	40	0	0
11	Locked	40	0	0
12	Locked	40	0	0
13	Locked	40	0	0
14	Locked	40	0	0
15	Locked	40	0	0
16	Locked	40	0	0
17	Locked	40	0	0
18	Locked	39	0	0
19	Locked	39	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	39	0	0
23	Locked	39	0	0
24	Locked	39	0	0
25	Locked	39	0	0
26	Locked	39	0	0
27	Locked	39	0	0
28	Locked	39	0	0
29	Locked	39	0	0
30	Locked	39	0	0
31	Locked	39	0	0
32	Locked	39	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

29

-16.2

18316136

4724915

UPSTREAM

3.0 Upstream channels

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

0	49600000	41.5	5120	QAM 64	1
1	43100000	42	5120	QAM 64	2
2	36600000	40.3	5120	QAM 64	3
3	30100000	40.3	5120	QAM 64	4
4	23600000	40.3	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	4	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

36.0

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

0

 NETWORK LOG

Time	Priority	Description
31-05-2024 17:54:23	notice	GUI Login Status - Login Success from LAN interface
31-05-2024 17:53:59	notice	GUI Login Status - Login Fail from LAN interface
31-05-2024 16:46:00	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
31-05-2024 16:45:28	warning	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;
31-05-2024 16:45:28	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
31-05-2024 16:45:25	notice	REGISTRATION COMPLETE - Waiting for Operational status
31-05-2024 16:45:19	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
31-05-2024 16:45:19	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
31-05-2024 16:45:19	warning	Dynamic Range Window violation
31-05-2024 16:45:13	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
31-05-2024 16:45:06	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
31-05-2024 16:45:04	notice	Honoring MDD; IP provisioning mode = IPv4
31-05-2024 16:44:45	critical	No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
31-05-2024 16:44:39	critical	Cable Modem Reboot because of - HW or Power-On Reset
31-05-2024 16:44:39	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2024 17:50:11	critical	No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
29-05-2024 17:50:05	critical	Cable Modem Reboot because of - HW or Power-On Reset
29-05-2024 17:50:05	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-05-2024 08:12:14	critical	No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
25-05-2024 08:12:09	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-05-2024 08:12:08	critical	Cable Modem Reboot because of - HW or Power-On Reset
18-05-2024 08:48:00	critical	No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
18-05-2024 08:47:54	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-05-2024 08:47:53	critical	Cable Modem Reboot because of - HW or Power-On Reset
30-04-2024 00:22:14	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-04-2024 00:22:13	critical	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
30-04-2024 00:22:02	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-04-2024 00:22:01	critical	Cable Modem Reboot because of - Software_Upgrade
30-04-2024 00:19:59	alert	SW download Successful - Via NMS
30-04-2024 00:17:23	alert	SW Download INIT - Via NMS
28-04-2024 16:35:31	critical	No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 16:35:24	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-04-2024 16:35:24	critical	Cable Modem Reboot because of - HW or Power-On Reset
24-04-2024 02:55:30	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

[RT123 · Accepted solution]

Thank you - I'm seeing that the 3.1 downstream channel is way too low.

[Sephiroth]

…… inoperably low.

[gingamonkey]

Thanks both - Any Virgin admin able to help hook me up with a technician visit please?

[Ashleigh_C]

Hi there @gingamonkey 

Thank you so much for your post and welcome back to the forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and thank you again for posting. I have taken a look and can see that an engineer is needed. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Ashleigh_C]

Hello again @gingamonkey 
Thanks so much for your private message and confirming your address, I have now booked you a visit for the connection – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The engineer diagnoses the faults as not being caused by our network/equipment 
• The engineer discovers that the fault or problem relates to your equipment
• The engineer discovers that the fault or problem relates to any system that we are not responsible for
The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

[gingamonkey]

Thanks Ashleigh, much appreciated! 

[David_Bn]

Do please keep us updated with how the visit goes @gingamonkey, and feel free to come back to us here on the Community Forums if you require any further support.

Thanks,

David_Bn