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Intermittent loss of connectivity

sharfah
Tuning in

Hello,

I've been experiencing intermittent loss of internet connection over the last few weeks (both on a wired ethernet connection as well as wifi), which has got worse over the last few days. Please advise.

I have tried shutting the Hub down from the mains, waiting a few minutes, and then restarting it. Hub is placed in a well-ventilated open space, on my desk, away from direct sunlight. Not overly hot to the touch. It is in router mode, not modem mode.

BQM screenshots show packet loss.

Router logs show a lot of "Post RS Errors" and "T3 Timeouts"

Also, the Hub Status says "Internet(Partial Service (US only))"

BQMBQM

Network Log

Time Priority Description

26/08/2023 12:13:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2023 12:12:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2023 12:12:32criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2023 12:10:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

133100000010.340256 qam25
22350000009.940256 qam13
32430000009.840256 qam14
42510000001040256 qam15
52590000001040256 qam16
62670000009.940256 qam17
72750000009.940256 qam18
82830000001040256 qam19
92910000001040256 qam20
1029900000010.340256 qam21
113070000009.840256 qam22
123150000001040256 qam23
1332300000010.340256 qam24
143390000001040256 qam26
153470000009.640256 qam27
163550000009.640256 qam28
173630000009.440256 qam29
183710000009.340256 qam30
193790000009.540256 qam31
203870000009.640256 qam32
213950000009.540256 qam33
224030000009.440256 qam34
234110000009.540256 qam35
244190000009.440256 qam36

 

Downstream bonded channels

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

1Locked40.34361720
2Locked40.38792037
3Locked40.38152152
4Locked40.37571886
5Locked40.97212260
6Locked40.36582098
7Locked40.35831855
8Locked40.35541777
9Locked40.34991924
10Locked40.35022042
11Locked40.94871949
12Locked40.35061637
13Locked40.34161746
14Locked40.34381476
15Locked40.93631796
16Locked40.33401665
17Locked40.33811334
18Locked40.93431350
19Locked40.93121499
20Locked40.33521346
21Locked40.32971360
22Locked40.33241233
23Locked40.92921250
24Locked40.92861578
6 REPLIES 6

Client62
Legend

The Downstream Power levels are very high or too high and there Error across all the channels.

Signal Level Checks

Via http://192.168.0.1/ connect to the Hub, do not login in, scroll down to "Check router status"

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream
Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.

WorstISP
Up to speed

Hi Sharfah, you're experiencing the same issue that many customers such as myself are suffering recently. This Complaints here: https://www.virginmedia.com/help/complaints 
Data Subject Access Request for faults and issues relating to you here: 
https://www.virginmedia.com/help/dsar 
You should request all logs and metrics that Virgin hold which reference your CPE and/or ONU. Your CPE and ONU serial number are both unique to your household, and as such, logs relating to them are personal information.


In your complaint you should explain what you want as a resolution (In my case I asked for a refund of my bill and to be released from my contract minimum-term).

If Virgin refuse to act reasonably, you can follow up with a complaint to Ofcom: https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Keep a copy of what you send Virgin before you click "submit". Virgin deliberately use webforms rather than providing an email address, which unfortunately deprives you of proof of making the complaint. So it's best to make a note of it at least.

 




Tom_W1
Forum Team
Forum Team

Hi @sharfah thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

We have identified a network issue so please allow me to send you a PM so I can look into things further for you.

Kindly expect the PM from me to arrive shortly and respond directly when you can!
Many thanks

Tom_W

sharfah
Tuning in

Engineer visited today and has fitted a 6db attenuator on my Hub 3. This has reduced the Downstream Power level to 4-5 dBmV, with SNR of 40 dB, and there are no post RS errors so far. Upstream Power is 42.5 dBmV  across all channels. Will continue to monitor to see if loss of connectivity recurs.

sharfah
Tuning in

I am still getting intermittent loss of connectivity. There are a lot of Post RS Errors across all channels.

Here is the latest router status:

Downstream bonded channels

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

1331000000340256 qam25
22350000001.940256 qam13
32430000001.940256 qam14
4251000000240256 qam15
5259000000240256 qam16
6267000000240256 qam17
7275000000240256 qam18
82830000002.240256 qam19
92910000002.240256 qam20
102990000002.540256 qam21
113070000002.440256 qam22
123150000002.740256 qam23
133230000002.940256 qam24
14339000000340256 qam26
153470000002.740256 qam27
163550000002.540256 qam28
173630000002.240256 qam29
183710000002.240256 qam30
193790000002.540256 qam31
203870000002.740256 qam32
213950000002.740256 qam33
224030000002.540256 qam34
234110000002.740256 qam35
244190000002.740256 qam36



Downstream bonded channels

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

1Locked40.389932
2Locked40.3128704
3Locked40.3137795
4Locked40.3110727
5Locked40.9116640
6Locked40.3113902
7Locked40.394792
8Locked40.3107678
9Locked40.3116682
10Locked40.391974
11Locked40.3105612
12Locked40.9111782
13Locked40.382812
14Locked40.3100824
15Locked40.985863
16Locked40.385896
17Locked40.3100791
18Locked40.378823
19Locked40.382926
20Locked40.974775
21Locked40.3102644
22Locked40.3111871
23Locked40.988808
24Locked40.392687

Upstream bonded channels

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

14960000046512064 qam1
22360000046512032 qam5
33010000046.5512064 qam4
43660000045.5512064 qam3
54310000046512064 qam2

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0070
3ATDMA0040
4ATDMA0000
5ATDMA001

0

BQM

Reece_MH
Forum Team (Retired)
Forum Team (Retired)

Hi sharfah 👋

Thanks for providing an update - I'm sorry to hear you're continuing to experience issues with your service. I can see you've been speaking to my colleague regarding this, so it would be best to send them a private message with a further update, where they'll be able to continue assisting.

Cheers,

Reece - Forum Team


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