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Scriptoffate
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Internet Dropping Out at Random Times

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!

 

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jbrennand
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Message 2 of 17
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Re: Internet Dropping Out at Random Times

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.

--------------------
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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Scriptoffate
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Re: Internet Dropping Out at Random Times

Downstream bonded channels

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

14190000006.540256 qam32
22030000005.140256 qam9
3211000000540256 qam10
4219000000540256 qam11
52270000004.840256 qam12
62350000004.640256 qam13
72430000004.840256 qam14
82510000004.640256 qam15
92590000004.440256 qam16
102670000004.540256 qam17
112750000004.940256 qam18
12283000000540256 qam19
13291000000540256 qam20
142990000005.540256 qam21
15307000000640256 qam22
163150000006.440256 qam23
173230000006.540256 qam24
183630000006.440256 qam25
193710000006.640256 qam26
203790000006.640256 qam27
213870000006.540256 qam28
223950000006.840256 qam29
234030000006.840256 qam30
244110000006.840256 qam31



Downstream bonded channels

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

1Locked40.313825711
2Locked40.930428684
3Locked40.329289408
4Locked40.928379679
5Locked40.327668960
6Locked40.325808490
7Locked40.324258621
8Locked40.923177838
9Locked40.322508223
10Locked40.321317756
11Locked40.921087678
12Locked40.320837660
13Locked40.320537816
14Locked40.320987158
15Locked40.920748046
16Locked40.920637628
17Locked40.921577305
18Locked40.315785742
19Locked40.916055899
20Locked40.915826287
21Locked40.916526422
22Locked40.316196225
23Locked40.315946456
24Locked40.315425961

 

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Scriptoffate
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Re: Internet Dropping Out at Random Times

Upstream bonded channels

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

16030000042512064 qam1
23940000042.3512064 qam4
34620000042512064 qam3
45370000042512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000



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Scriptoffate
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Re: Internet Dropping Out at Random Times

Network Log

Time Priority Description

04/02/2021 15:54:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:54:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:54:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:54:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:50:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:50:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:50:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:50:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:49:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:49:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:47:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:47:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:46:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:46:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:45:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:45:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:45:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:45:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 6 of 17
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Re: Internet Dropping Out at Random Times

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.

--------------------
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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nicksykes
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Message 7 of 17
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Re: Internet Dropping Out at Random Times

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 
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jbrennand
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Re: Internet Dropping Out at Random Times

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

--------------------
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.
Scriptoffate
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Message 9 of 17
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Re: Internet Dropping Out at Random Times

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.

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John_GS
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Re: Internet Dropping Out at Random Times

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,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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