Virgin Media Community

[Scriptoffate]

Been having issues for about a week now where my internet will just drop out for 20-30 seconds at random points during the day. 

I have restarted the router/ factory reset the router/ checked all the cables in the house and to the computer/ tried different ethernet ports/cables.

Have called virgin and only got automated messages saying I need to restart my router (which i've done many times)

Think Broadband Live Link 

Making Work really difficult as cannot gaurentee video/voice calls wont cut out.

Also makes gaming in the downtime impossible and im constantly disconnecting.

Any Help will be greatly appreciated!

[jbrennand]

BQM looked fine until a couple of hours ago ! Lets see the Hub data....
________________________________________________________

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 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.

[Scriptoffate]

Downstream bonded channels

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

1	419000000	6.5	40	256 qam	32
2	203000000	5.1	40	256 qam	9
3	211000000	5	40	256 qam	10
4	219000000	5	40	256 qam	11
5	227000000	4.8	40	256 qam	12
6	235000000	4.6	40	256 qam	13
7	243000000	4.8	40	256 qam	14
8	251000000	4.6	40	256 qam	15
9	259000000	4.4	40	256 qam	16
10	267000000	4.5	40	256 qam	17
11	275000000	4.9	40	256 qam	18
12	283000000	5	40	256 qam	19
13	291000000	5	40	256 qam	20
14	299000000	5.5	40	256 qam	21
15	307000000	6	40	256 qam	22
16	315000000	6.4	40	256 qam	23
17	323000000	6.5	40	256 qam	24
18	363000000	6.4	40	256 qam	25
19	371000000	6.6	40	256 qam	26
20	379000000	6.6	40	256 qam	27
21	387000000	6.5	40	256 qam	28
22	395000000	6.8	40	256 qam	29
23	403000000	6.8	40	256 qam	30
24	411000000	6.8	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.3	1382	5711
2	Locked	40.9	3042	8684
3	Locked	40.3	2928	9408
4	Locked	40.9	2837	9679
5	Locked	40.3	2766	8960
6	Locked	40.3	2580	8490
7	Locked	40.3	2425	8621
8	Locked	40.9	2317	7838
9	Locked	40.3	2250	8223
10	Locked	40.3	2131	7756
11	Locked	40.9	2108	7678
12	Locked	40.3	2083	7660
13	Locked	40.3	2053	7816
14	Locked	40.3	2098	7158
15	Locked	40.9	2074	8046
16	Locked	40.9	2063	7628
17	Locked	40.9	2157	7305
18	Locked	40.3	1578	5742
19	Locked	40.9	1605	5899
20	Locked	40.9	1582	6287
21	Locked	40.9	1652	6422
22	Locked	40.3	1619	6225
23	Locked	40.3	1594	6456
24	Locked	40.3	1542	5961

[Scriptoffate]

Upstream bonded channels

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

1	60300000	42	5120	64 qam	1
2	39400000	42.3	5120	64 qam	4
3	46200000	42	5120	64 qam	3
4	53700000	42	5120	64 qam	2

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

[Scriptoffate]

Network Log

Time Priority Description

04/02/2021 15:54:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:54:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:54:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:54:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:50:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:50:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:50:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:50:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:49:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:49:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:47:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:47:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:46:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:46:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:45:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:45:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:45:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:45:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Nothing odd in the stats although the logs are odd as is the BQM. Can you try resetting the Hub
--------------------_________________________________

Note that a pinhole reset on a Hub3 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed ! If its not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one).

See if that sorts it.

[nicksykes]

I am having the same issue - we joined VM just before Christmas and it has seemed every day at some point the Internet connection just drops; sometimes it dies for a minute and restarts, other times, we have to reset the hub. Like you I am working from home and so it makes Internet calls difficult to schedule, participate and host. In addition, my son is home-schooling currently (as most pupils are), and this is impacting his interactions during lessons.

I see that VM claim on their adverts that their service is 'reliable'. The service level we have received since joining is far from that. 

It actually amuses me that the VM website states the following when you have exhausted all of the online suggestions to fix an issue (i.e. 'click the button below') and yet there is no button to click:

---

Message us

Due to safety precautions put in place because of the coronavirus outbreak, it’s taking longer than usual to respond to messages. Thanks for bearing with us, and we’ll get back to you as soon as we can. In the meantime, please check out our help articles to find the answer you’re looking for.

If you would like to message us, just click the button below to get started.

Any help would be greatly appreciated 

[jbrennand]

nicksykes... Comments always welcome - if you want help solving your issues - dont tag onto existing threads it confuses things - just start your own.

[Scriptoffate]

Just tried resetting it the way you suggested. Havent been using the computer to notice it but have left the thinkbroadband monitor up and i can see the latency is still spiking after the reset. Genuinely have no idea what the issue is and couldnt get a hold of anyone to book an engineer.

[John_GS]

Hi Scriptoffate,

Thanks for posting. My apologies for the broadband issues. 

I've checked the systems and no issues are showing, all the levels in spec etc. 

Can I ask, when the connection drops, does all devices lose connection at all times?

Also, could you perform a loopback test to confirm all ports are functioning. Plug both ends of an ethernet cable into 2 of the ports on the back of the Hub and confirm that the lights on the ports turn on when the cable is connected. Do the lights show on all ports?

Kind regards,