Internet Dropping

[CarlosZinzi]

My Internet keeps dropping multiple times a day will this continue in long term or should i just switch to my old provider? Never had a problem with talk talk, switch to virgin for faster Internet but 1) never get the amount that im paying for (i should pay less then doesn't it makes fkng sense?) 2) Internet disconnects and kicks me from games every 40mins or so, run multiple test and says theres an intermittent problem in my area next day i get a message that got fixes but the problem persist 

[g0akc]

• Is this with wired,  wireless or both?
• What speeds do you get vs your contracted speed?
• Have you raised a formal complaint?
• Have you kept a log of these outages and the area faults shown?
• If the complaint is not resolved properly you could look at going to the ombudsman for compensation, corrective action or whatever
• If you simply want to leave, are you still in a contract?  Leaving before end of contract can be costly, unless you can get the case sorted as above.

[Cardiffman282]

There may be ongoing issues in your area. VM sometimes max out capacity. I suggest setting up a broadband quality monitor and report back any issues that arise over time. 

[Kain_W]

Hi there CarlosZinzi,

Thanks for your post and welcome back to the community.

Sorry to hear you're experiencing problems with your service, currently I can't locate any readings for this, are you able to post a BQM as advised?

Also, can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.

Regards,

[CarlosZinzi]

How I'm I supposed to do all that if I don't understand what you are talking,  why can't I just pay my Internet and use it? Like it was with talk talk

[carl_pearce]

---

@CarlosZinzi wrote:

How I'm I supposed to do all that if I don't understand what you are talking,  why can't I just pay my Internet and use it? Like it was with talk talk

---

Because you have to prove something is wrong.

If you don't, or cannot, follow the above instructions you'll need to contact VM directly rather than through this community forum.

[CarlosZinzi]

Cable Modem Status

Item Status Comments

Acquired Downstream Channel(Hz) 138000000 Locked

Ranged Upstream Channel(Hz) 60300000 Ranged

Provisioning State Online Operational

____________________________________

Downstream bonded channels

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

1 138000000 -2.2 42 QAM 256 1

2 146000000 -2.4 43 QAM 256 2

3 154000000 -2.5 42 QAM 256 3

4 162000000 -2.7 42 QAM 256 4

5 170000000 -3.1 42 QAM 256 5

6 178000000 -3.1 42 QAM 256 6

7 186000000 -3.4 42 QAM 256 7

8 194000000 -3.4 42 QAM 256 8

9 202000000 -3.6 42 QAM 256 9

10 210000000 -3.6 42 QAM 256 10

11 218000000 -3.4 42 QAM 256 11

12 226000000 -3.4 42 QAM 256 12

13 234000000 -3.4 42 QAM 256 13

14 242000000 -3.4 42 QAM 256 14

15 250000000 -3.5 42 QAM 256 15

16 258000000 -3.9 42 QAM 256 16

17 266000000 -4.2 42 QAM 256 17

18 274000000 -3.8 42 QAM 256 18

19 282000000 -3.1 42 QAM 256 19

20 290000000 -3.1 43 QAM 256 20

21 298000000 -3.1 43 QAM 256 21

22 306000000 -3.3 42 QAM 256 22

23 314000000 -3.4 43 QAM 256 23

24 322000000 -3.5 43 QAM 256 24

25 330000000 -3.4 43 QAM 256 25

26 338000000 -3 43 QAM 256 26

27 346000000 -2.9 43 QAM 256 27

28 354000000 -2.7 43 QAM 256 28

29 362000000 -2.4 43 QAM 256 29

30 370000000 -2.5 43 QAM 256 30

31 378000000 -2.3 43 QAM 256 31

Downstream bonded channels

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

1 Locked 42 117180 22418

2 Locked 43 677 789

3 Locked 42 5054 2458

4 Locked 42 17050 7081

5 Locked 42 1665 9025

6 Locked 42 24792 9437

7 Locked 42 7430 1924

8 Locked 42 1497 8

9 Locked 42 1483 8

10 Locked 42 1526 8

11 Locked 42 1502 11

12 Locked 42 1544 9

13 Locked 42 1485 9

14 Locked 42 1348 12

15 Locked 42 1338 16

16 Locked 42 1517 11

17 Locked 42 1719 10

18 Locked 42 1197 9

19 Locked 42 903 4

20 Locked 43 792 2

21 Locked 43 927 0

22 Locked 42 746 2

23 Locked 43 760 0

24 Locked 43 739 1

25 Locked 43 658 0

26 Locked 43 560 1

27 Locked 43 492 0

28 Locked 43 466 0

29 Locked 43 420 0

30 Locked 43 413 0

31 Locked 43 373 0

___________________________________

Upstream bonded channels

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

0 60300000 46 5120 QAM 64 9

1 53700000 45.3 5120 QAM 64 10

2 46200000 45.3 5120 QAM 64 11

3 39400000 44.8 5120 QAM 64 12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0 ATDMA 0 0 0 0

1 ATDMA 0 0 0 0

2 ATDMA 0 0 0 0

3 ATDMA 0 0 0 0

____________________________________

General Configuration

Network access Allowed

Maximum Number of CPEs 1

Baseline Privacy Enabled

DOCSIS Mode 3.1

Config file vca69834ncxv9873254k;fg87

Primary Downstream Service Flow

SFID 17254

Max Traffic Rate 1200000450 bps

Max Traffic Burst 42600bytes

Min Traffic Rate 0 bps

Primary Upstream Service Flow

SFID 17253

Max Traffic Rate 55000270 bps

Max Traffic Burst 42600bytes

Min Traffic Rate 0 bps

Max Concatenated Burst 42600bytes

Scheduling Type Best Effort

______________________________________

Network Log

Time Priority Description

06-05-2023 14:18:05 notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= 14:18:02 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=

06-05-2023 14:17:45 notice CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=

06-05-2023 14:17:45 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=

06-05-2023 14:17:43 notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=

06-05-2023 14:17:41 warning MDD message timeout;CM-MAC=

06-05-2023 14:17:32 notice REGISTRATION COMPLETE - Waiting for Operational status

06-05-2023 14:17:25 warning RCS Partial Service;CM-MAC=

06-05-2023 14:17:25 warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=

06-05-2023 14:17:25 warning RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=

06-05-2023 14:17:25 warning Dynamic Range Window violation

06-05-2023 14:17:19 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=

06-05-2023 14:17:07 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=

06-05-2023 14:17:05 notice Honoring MDD; IP provisioning mode = IPv4

06-05-2023 14:16:51 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=

06-05-2023 14:15:07 notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: 

06-05-2023 14:14:37 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=

06-05-2023 14:14:36 notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=

06-05-2023 14:14:35 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC:

06-05-2023 14:14:06 notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: 

06-05-2023 14:14:02 critical No Ranging Response received - 

06-05-2023 14:14:01 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

06-05-2023 13:53:29 notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: 

06-05-2023 13:53:04 warning Dynamic Range Window violation

06-05-2023 13:53:04 warning RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=

06-05-2023 13:45:30 notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: 

06-05-2023 13:45:25 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out 

06-05-2023 13:43:28 notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: 

06-05-2023 13:43:03 notice CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr:

06-05-2023 13:43:03 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: 

06-05-2023 13:42:56 notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr:

06-05-2023 13:42:43 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: 

[CarlosZinzi]

Here’s the BQM, internet seems to drop only when used, witch defeats the whole purpose of why I’m paying internet  

https://www.thinkbroadband.com/broadband/monitoring/quality/share/23b1e4c6aee2e67eef484c2ac1ea10829230652c

[Cardiffman282]

High Post RS error counts on downstream channels 1-7 and a grim BQM showing significant packet loss at peak times. Looks like you need a network engineer. Call it in as a fault. 

[Lee_R]

Hi @CarlosZinzi thanks for posting and welcome back to our community.

Sorry to hear that your internet is frequently dropping out and for any inconvenience this may be causing your household. I would like to take a look on your behalf. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R