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shah_786
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Message 1 of 9
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Internet Connection stops working for couple minutes

Hi there,

I've been using virgin for nearly 3 years now, and just this year the internet connection has been horrible. what happens is that the internet will be working fine for an hour and all of a sudden the internet stops working for a minute then comes back, then goes for a minute. This cycle happens for about 10-20 minutes and no one can really use the internet. I have tried hard resetting the internet several times and still no luck. We have had the internet box for 3 years now. This is becoming very frustrating now and I have no idea what to do now. 

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jbrennand
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Message 2 of 9
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Re: Internet Connection stops working for couple minutes

Is your internet connection dropping just on wifi connected devices - or do you know if it is also dropping on those connected by ethernet cable - at the same time ?
What Hub model do you have? What devices is it dropping on ?


--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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shah_786
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Message 3 of 9
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Re: Internet Connection stops working for couple minutes

hi,

So the internet connection is dropping on both wi-fi and ethernet devices all at the same time. All the devices loose connection. The devices that its dropping on ranges from mobile phones, Laptops/Desktops and iMacs, playstation and tv. The hub model is a Virgin 3.0 hub VMDG505 / TG2492LG-VM

 

thanks for the quick reply

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jbrennand
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Re: Internet Connection stops working for couple minutes

OK - First job (if you havent already) is to set up a free “BQM” to continually monitor the state of your connection and record any dropouts. It does it 24/7/365 and it keeps a visual record of all your network disconnections, useful data to have in discussions with VM.

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

Then check all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. 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] click on the “router status” icon/text at bottom middle of first page up and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, & Network Log pages. 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.

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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shah_786
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Re: Internet Connection stops working for couple minutes

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 186750000 9.8 37 256 qam 7
2 194750000 9.6 37 256 qam 8
3 202750000 9.5 37 256 qam 9
4 210750000 9.5 37 256 qam 10
5 218750000 9.6 37 256 qam 11
6 226750000 9.5 37 256 qam 12
7 234750000 9.6 37 256 qam 13
8 242750000 9.5 36 256 qam 14
9 250750000 9.5 36 256 qam 15
10 258750000 9.3 36 256 qam 16
11 266750000 9.1 36 256 qam 17
12 274750000 9 36 256 qam 18
13 282750000 9 36 256 qam 19
14 290750000 9 36 256 qam 20
15 298750000 9.3 36 256 qam 21
16 306750000 9.3 36 256 qam 22
17 314750000 9.5 36 256 qam 23
18 322750000 9.5 36 256 qam 24
19 402750000 9.5 35 256 qam 25
20 410750000 9.6 35 256 qam 26
21 418750000 9.9 35 256 qam 27
22 426750000 10 35 256 qam 28
23 434750000 10 35 256 qam 29
24 442750000 9.9 35 256 qam 30



Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 349630 231015
2 Locked 37.3 317484 268589
3 Locked 37.6 317084 224323
4 Locked 37.3 297760 214597
5 Locked 37.3 309275 303629
6 Locked 37.3 315980 315601
7 Locked 37.3 326527 337870
8 Locked 36.8 350499 349733
9 Locked 36.6 409253 370474
10 Locked 36.6 511761 387954
11 Locked 36.6 512962 402478
12 Locked 36.3 536467 406393
13 Locked 36.6 571433 398146
14 Locked 36.3 669627 378467
15 Locked 36.6 639377 373895
16 Locked 36.6 502331 378238
17 Locked 36.6 453267 379152
18 Locked 36.6 438725 376264
19 Locked 35.5 718791 335952
20 Locked 35.5 822853 393977
21 Locked 35.5 787935 404911
22 Locked 35.5 751055 408846
23 Locked 35.5 708708 391280
24 Locked 35 608509 323013
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200176 4.2 5120 64 qam 1
2 25799913 4.2 5120 64 qam 4
3 39400147 4.1 5120 64 qam 2
4 32600200 4.075 5120 64 qam 3



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
Network Log
Time Priority Description
03/07/2019 11:05:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:33 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:35 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:35 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:38 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:41 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:05:43 Warning! RCS Partial Service;CM-CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:06:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:06:15 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:06:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:06:16 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:06:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:06:16 Warning! RCS Partial Service;CM-CMTS-;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:06:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-CM-QOS=1.1;CM-VER=3.0;
03/07/2019 11:06:23 Warning! RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;

had to post here because it was not letting me post on the other "post" option
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jbrennand
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Message 6 of 9
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Re: Internet Connection stops working for couple minutes

Will need a Superuser to comment (especially on the Logs) but your Downstream power levels are all at the top of the recommended range (Downstream: no lower than -6dBmV and no higher than 10dBmV - Close to 0 is optimal) which might be causing drop outs. also the PostRS errors are high - this ay just be historical build up - so can you reboot the Hub, check the numbers have reset to 0, and then take a look evety hour/day or two and see if they start to build up again - report back if they do.

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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shah_786
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Message 7 of 9
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Re: Internet Connection stops working for couple minutes

hi,

ive done a reset on the hub by using a pin and pushing the reset button, ive just checked the hub information and the network log still has the same data on it. 

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jbrennand
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Message 8 of 9
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Re: Internet Connection stops working for couple minutes

Have the downstream channel pre/post RS levels reset to 0 ?

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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shah_786
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Message 9 of 9
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Re: Internet Connection stops working for couple minutes

this is the downstream data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 186750000 9.8 37 256 qam 7
2 194750000 9.6 37 256 qam 8
3 202750000 9.5 37 256 qam 9
4 210750000 9.5 37 256 qam 10
5 218750000 9.6 37 256 qam 11
6 226750000 9.5 37 256 qam 12
7 234750000 9.6 37 256 qam 13
8 242750000 9.5 37 256 qam 14
9 250750000 9.5 37 256 qam 15
10 258750000 9.3 37 256 qam 16
11 266750000 9.1 36 256 qam 17
12 274750000 9 36 256 qam 18
13 282750000 8.9 36 256 qam 19
14 290750000 9 36 256 qam 20
15 298750000 9.1 36 256 qam 21
16 306750000 9.3 36 256 qam 22
17 314750000 9.4 36 256 qam 23
18 322750000 9.5 36 256 qam 24
19 402750000 9.5 35 256 qam 25
20 410750000 9.6 35 256 qam 26
21 418750000 9.8 35 256 qam 27
22 426750000 10 35 256 qam 28
23 434750000 9.9 35 256 qam 29
24 442750000 9.9 35 256 qam 30


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 869 0
2 Locked 37.3 835 0
3 Locked 37.3 913 0
4 Locked 37.3 983 0
5 Locked 37.6 923 0
6 Locked 37.3 973 0
7 Locked 37.3 942 0
8 Locked 37.6 1039 0
9 Locked 37.3 1367 0
10 Locked 37.3 1848 0
11 Locked 36.6 1877 0
12 Locked 36.6 2097 0
13 Locked 36.6 2188 0
14 Locked 36.6 2587 0
15 Locked 36.3 2604 0
16 Locked 36.6 1986 0
17 Locked 36.6 1766 0
18 Locked 36.6 1704 0
19 Locked 35.5 3343 0
20 Locked 35.7 3785 0
21 Locked 35.5 3608 0
22 Locked 35.5 3521 0
23 Locked 35.5 3251 0
24 Locked 35.5 2700 0
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