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Internet Intermittent and Ethernet Cuts When Running Internet Diagnostic Tool

My internet connection has been intermittent for the past two weeks and disconnects randomly for a few hours every day. It takes between 2 to 5 minutes for the connection to start working again.

I've tried restarting and resetting the superhub 3 (as well as holding the reset button for 60 seconds) but nothing works.

I ran the status checker on the virgin media website and it says that there is nothing wrong but if I log into 192.168.0.1 and run the network diagnostic tool while connected via ethernet, the internet cuts off and the diagnostic tool fails to complete. I have tried running the diagnostic tool using WiFi and it says that there are problems with the WiFi but nothing works to fix it.

Downstream:

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

11390000000.540256 qam1
2147000000040256 qam2
3155000000-0.540256 qam3
4163000000-0.740256 qam4
5171000000-1.540256 qam5
6179000000-0.740256 qam6
7187000000-0.740256 qam7
8195000000-0.740256 qam8
9203000000-0.940256 qam9
10211000000-0.940256 qam10
11219000000-0.940256 qam11
12227000000-140256 qam12
13235000000-1.240256 qam13
14243000000-1.540256 qam14
15251000000-1.540256 qam15
16259000000-1.440256 qam16
17267000000-1.440256 qam17
18275000000-1.540256 qam18
19283000000-1.740256 qam19
20291000000-1.740256 qam20
21299000000-1.740256 qam21
22307000000-1.940256 qam22
23315000000-240256 qam23
24323000000-240256 qam24

 

Upstream:

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

1602998354.45512064 qam1
2393998944.375512064 qam4
3461999624.375512064 qam3
4537000244.425512064 qam

2

 

Network Log:

Time Priority Description

10/06/2020 20:09:56Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=*************:cf;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 20:09:54noticeLAN login Success;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 20:09:15Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 20:09:13criticalNo Ranging Response received - T3 time-out;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 20:06:56Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 20:06:54Warning!Lost MDD Timeout;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 20:06:6Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 20:04:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 20:00:24Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:59:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:54:43Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:53:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:50:55Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:49:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:45:16Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:44:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=1*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:33:49Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:32:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:24:37Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 19:21:41criticalNo Ranging Response received - T3 time-out;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
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Re: Internet Intermittent and Ethernet Cuts When Running Internet Diagnostic Tool

Leaving wifi out of this because it's NOT (edit: oops) relevant to the problem, your Downstream & Upstream stats were healthy at the time you copied them.  But your Network log confirms that your connection is regularly dropping out, and giving an appalling service.  So you have proof of a problem between the hub and VM's backbone, but no indications yet what might be causing it.  

You might want to head over to Thinkbroadband.com to create an account and then setup a Broadband Quality Monitor.  That'll continuously check your connection for latency and packet loss, and may be helpful if the cause continues to be elusive.  It won't provide meaningful date for at least 24 hours though.

In the meanwhile, hang on in here until the forum staff can respond (sometimes instant, sometimes takes a day or so, but they'll do their best to help) and they can advise next steps.  If there's anything problematic, we non-Virgin Media contributors can then offer our suggestions.

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Re: Internet Intermittent and Ethernet Cuts When Running Internet Diagnostic Tool

Thanks, I'll do that. If it helps these are my current downstream and upstream stats again:

Downstream:

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

11390000000.738256 qam1
21470000000.238256 qam2
3155000000035256 qam3
4163000000031256 qam4
5171000000-0.736256 qam5
6179000000-1.238256 qam6
7187000000-0.238256 qam7
8195000000-0.238256 qam8
9203000000-0.239256 qam9
10211000000-0.239256 qam10
11219000000-0.240256 qam11
12227000000-0.440256 qam12
13235000000-0.539256 qam13
14243000000-0.738256 qam14
15251000000-0.740256 qam15
16259000000-0.538256 qam16
17267000000-0.538256 qam17
18275000000-0.739256 qam18
19283000000-0.940256 qam19
20291000000-140256 qam20
21299000000-0.939256 qam21
22307000000-140256 qam22
23315000000-1.240256 qam23
24323000000-1.240256 qam24


Upstream:

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

1602998354.65512064 qam1
2394001674.7512064 qam4
3461999624.7512064 qam3
4537000244.675512064 qam2
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Re: Internet Intermittent and Ethernet Cuts When Running Internet Diagnostic Tool

Power level on channel 4 is now too low and would cause problems, but that wasn't the case in your previous post when all power levels were healthy.  Let's see what the BQM shows, and wait on the forum staff to advise.

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Re: Internet Intermittent and Ethernet Cuts When Running Internet Diagnostic Tool

This is the live BQM graph

https://www.thinkbroadband.com/broadband/monitoring/quality/share/79dbf70162a46e6b62571c6ee81cee1d559e10b8

Its been down recently (at time of posting this) which can be seen on the graph 

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Re: Internet Intermittent and Ethernet Cuts When Running Internet Diagnostic Tool

HI Kyzen, we will send you a private message and have a quick look for you ^Chris

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