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Andrew_W15
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Message 1 of 33
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Internet Connection Dropping Hourly/Daily/Weekly Pinhole/Resets constantly required.

Ok so this is going to be a mouthful,

I can't put an exact date to when this all started but it has been ongoing for well over a year now. I have been with Virgin Media for 3 years mostly with no issue maybe the odd weak Wifi signal in certain parts of the home but nothing a booster wouldn't fix.

Anyway we started getting the green flashing lights on the Hub 3 to which I would attempt to reset it, in the early days this would solve it but over time rather than this being required on occasion I had to more and more consistently do this. It wasn't a concern until I had to keep doing pinhole resets when the standard reset wouldn't work. Then even the pinhole resets wouldn't always work.

I wasn't a member of the forum at the time but I came here and read up on people having similar issues. One being that the Hub 3 is not fit for purpose and that Virgin Media stopped replacing them. Anyway I decided to buy my own router and split the 2g and 5g signal did things like disable WPS and still the connection kept randomly dropping at different intervals even sometimes while myself and my wife are trying to work from home! 

I have even tried putting the Hub 3 into Modem mode but it still drops the connection.

I also upgraded the broadband speed to 350mb this made no difference if anything it seemed to make things worse. I called Virgin Media explaining all this and spoke to a nice lady over the phone who saw there was some sort of problem with my line so she instantly sent someone out but they did not enter the home so did not even look at the Hub 3 they checked the cables outside and had the wire time install a new line outside into the home. 

We thought this would be the end of our problems but it started happening again only a few days later (this was back in Feb or so)

I then decided to try and give it half a chance so ended up doing this dance of having to constantly pinhole reset then rebuild my network, put the thing into Modem mode etc and then pray it lasts long enough to not drive us insane. 

It got to a point where it was several times in one day once so I called Virgin Media thinking they would have all this logged from my previous calls, not to mention how I always check the status online and use the online self test button where it says "we are working on fixing your issue"

anyway this guy I spoke to over the phone decided to treat me like I have only just had the problem. Didn't check my history even after I spent a good 5 minutes or more getting him up to speed on everything I've done. He just tells me "You need to reset the Hub"...when I had just done that about 3 or 4 times over BEFORE calling him. I told him this...I even went as far as to do it anyway while he was arguing with me over the phone! Absolutely rude! Then when I told him that it's still offline right now! he then got stuck in his tracks and just told me they will monitor the line and if the issue is persisting call back again.

I gave up and ranted to the VM twitter account who then just told me to come here to see if an engineer can be booked to look at the Hub. During that point I did call Virgin Media again but this time the woman on the phone told me to go to Ofcom who will monitor the line then you can leave Virgin Media with no penalty!

What kind of circus is this!? Never before have I had to do so much admin and go through so many loops just to get someone to do the one last thing that hasn't been done which is a replacement of equipment! 

I have logged a complaint with Ofcom this morning but I'm here today to raise awareness of my experience and to see if someone will actually fix my issue because I'm done with this madness!

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jbrennand
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Message 2 of 33
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Re: Internet Connection Dropping Hourly/Daily/Weekly Pinhole/Resets constantly required.

Did you ever set up a BQM (below)? If not its worth doing and posting the link here as it will show any network connection issues - such as overutilisation - if that is the issue in your location. If it is that often takes "glacial timescales" to sort out.

Might also help to post up the Hub stats/data as per......

____________________

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.
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Andrew_W15
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Message 3 of 33
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Re: Internet Connection Dropping Hourly/Daily/Weekly Pinhole/Resets constantly required.

Ok cheers I'll start posting that now.

Downstream

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 0.7 40 256 qam 1
2 147000000 0.2 40 256 qam 2
3 155000000 0 40 256 qam 3
4 163000000 0 40 256 qam 4
5 171000000 0 40 256 qam 5
6 179000000 0 40 256 qam 6
7 187000000 -0.2 40 256 qam 7
8 195000000 -0.4 40 256 qam 8
9 203000000 -0.5 40 256 qam 9
10 211000000 -0.7 40 256 qam 10
11 219000000 -0.9 40 256 qam 11
12 227000000 -1.2 40 256 qam 12
13 235000000 -1.4 40 256 qam 13
14 243000000 -1.5 40 256 qam 14
15 251000000 -1.4 40 256 qam 15
16 259000000 -1 40 256 qam 16
17 267000000 -1 40 256 qam 17
18 275000000 -1 40 256 qam 18
19 283000000 -1 40 256 qam 19
20 291000000 -1.4 40 256 qam 20
21 299000000 -1.4 40 256 qam 21
22 307000000 -1.2 40 256 qam 22
23 315000000 -1.4 40 256 qam 23
24 323000000 -1.5 40 256 qam 24

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 19789 58420
2 Locked 40.9 18025 56428
3 Locked 40.3 15785 56612
4 Locked 40.9 15103 53052
5 Locked 40.3 14744 51499
6 Locked 40.9 13256 51350
7 Locked 40.9 12533 48195
8 Locked 40.9 12368 46647
9 Locked 40.3 12214 45171
10 Locked 40.3 12083 45523
11 Locked 40.3 11610 48742
12 Locked 40.3 11034 49266
13 Locked 40.3 10666 50174
14 Locked 40.3 10322 50195
15 Locked 40.9 9876 49788
16 Locked 40.3 9616 47722
17 Locked 40.3 9133 48276
18 Locked 40.3 9059 46022
19 Locked 40.3 8753 42309
20 Locked 40.9 9067 39677
21 Locked 40.9 9509 35261
22 Locked 40.3 9682 34665
23 Locked 40.3 9757 35239
24 Locked 40.3 9606 35585

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Andrew_W15
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Message 4 of 33
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Re: Internet Connection Dropping Hourly/Daily/Weekly Pinhole/Resets constantly required.

Upstream

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600049 51.5 5120 64 qam 11

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0

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Andrew_W15
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Re: Internet Connection Dropping Hourly/Daily/Weekly Pinhole/Resets constantly required.

Network Log

ime Priority Description
20/04/2021 14:24:0 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 11:01:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 11:01:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 07:08:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 07:06:51 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 07:05:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 07:05:51 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 07:03:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 07:03:11 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 07:01:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 07:01:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 22:19:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 22:19:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 22:11:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 21:43:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 21:38:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 21:38:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 21:37:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 21:37:45 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 20:18:22 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Andrew_W15
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Message 6 of 33
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Re: Internet Connection Dropping Hourly/Daily/Weekly Pinhole/Resets constantly required.

I have also setup the Broadband Quality Monitor as advised, Just waiting for that to start populating data

Kind regards

Andrew

 

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jbrennand
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Message 7 of 33
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Re: Internet Connection Dropping Hourly/Daily/Weekly Pinhole/Resets constantly required.

First thing... do you really only have data on 1 upstream channel - there should be 4. It is also high on power and getting T3 drops - all suggests it is struggling. Also the RS error on the Down channels are high so can you reset them like this...

Switch the Hub off and unplug it from the mains for a few minutes and then start up. When it's done, check back in the 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.

See if the other 3 Up channels magically reappear and whether the T3's are still appearing

--------------------
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.
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Andrew_W15
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Message 8 of 33
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Re: Internet Connection Dropping Hourly/Daily/Weekly Pinhole/Resets constantly required.

Hi again,

I have done as you asked but when I switched off and uplugged the Hub 3 (which I have done in the past) this time around it decided to trigger the green light issue on the Hub 3...then I attempted to reset it several times over to which I saw all the lights go red for a short while, then it proceed to go back to a green steady light and flashing arrows on occasion.

I then had to pinhole reset several times and it still would not even reconnect. I gave up and ended up trying to call Virgin Media just now who kept me on hold for 10 minutes then cut the call!

Fortunately as we speak now it's suddenly connected again so now I'm just going to post the stats again for you to have a look at including the Graph you asked me to setup earlier. It's taken me around 45 mins to get back online just to type this message after it went haywire yet again (4th day in a row and it's getting worse each time)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/21377bcbf4b77d6f2a7d2f0b1e55d8022d...

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Andrew_W15
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Re: Internet Connection Dropping Hourly/Daily/Weekly Pinhole/Resets constantly required.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 0.2 40 256 qam 1
2 147000000 0 40 256 qam 2
3 155000000 -0.4 40 256 qam 3
4 163000000 -0.4 40 256 qam 4
5 171000000 -0.2 40 256 qam 5
6 179000000 -0.5 40 256 qam 6
7 187000000 -0.7 40 256 qam 7
8 195000000 -0.7 40 256 qam 8
9 203000000 -0.9 40 256 qam 9
10 211000000 -1 40 256 qam 10
11 219000000 -1.2 40 256 qam 11
12 227000000 -1.5 40 256 qam 12
13 235000000 -1.7 40 256 qam 13
14 243000000 -2 40 256 qam 14
15 251000000 -1.7 40 256 qam 15
16 259000000 -1.4 40 256 qam 16
17 267000000 -1.2 40 256 qam 17
18 275000000 -1.4 40 256 qam 18
19 283000000 -1.4 40 256 qam 19
20 291000000 -1.7 40 256 qam 20
21 299000000 -1.7 40 256 qam 21
22 307000000 -1.5 40 256 qam 22
23 315000000 -1.7 40 256 qam 23
24 323000000 -1.7 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 0 0
2 Locked 40.9 5 0
3 Locked 40.3 5 0
4 Locked 40.9 0 0
5 Locked 40.3 5 0
6 Locked 40.3 5 0
7 Locked 40.3 5 0
8 Locked 40.3 5 0
9 Locked 40.9 5 0
10 Locked 40.3 5 0
11 Locked 40.9 5 0
12 Locked 40.9 5 0
13 Locked 40.3 5 0
14 Locked 40.3 0 0
15 Locked 40.3 5 0
16 Locked 40.3 6 0
17 Locked 40.9 7 0
18 Locked 40.9 5 0
19 Locked 40.3 6 0
20 Locked 40.3 6 0
21 Locked 40.3 4 0
22 Locked 40.9 5 0
23 Locked 40.3 5 0
24 Locked 40.3 5 0

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Andrew_W15
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Message 10 of 33
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Re: Internet Connection Dropping Hourly/Daily/Weekly Pinhole/Resets constantly required.

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 51 5120 64 qam 11
2 39400000 51 5120 64 qam 9
3 46200000 51 5120 64 qam 8
4 25800000 51 5120 64 qam 12


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 3 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

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