Internet Intermittently Cutting Out during the day for 1-2 mins

[aliyanik]

Hi,

As suggested, i am opening a new thread for my issue. i have the exact same problem like some others. Internet cuts intermittently during the day for 1-2 mins for the last 6 months. I had no such problem before and this is so annoying. I tried to call you but couldn't reach your call center. Can you please urgently help me  since this starts to affect my job as well as kids' zoom meetings?

I was a big ambassador for Virgin broadband before but can't recommend it to anyone else anymore because of this disrupting issue.

Regards

Ali

[Ayisha_B]

Hi @aliyanik,

Thanks for popping by with an update. I have looked at the account and not see any area fault that is impacting you. 

Did the technician advise he'd raise it with the networks team? 

[aliyanik]

No he didn’t say anything like that. Why don’t you check with your technician?

i waited at home for him unnecessarily for the whole morning. He came in and stayed for maximum 2 mins. He told me that they are getting several similar complaints (intermittent cuts) from this area and it should be a network issue for the network team and left. I hope Virgin has a plan to fix this otherwise i will have to cancel my contract, since this service level is very disappointing.

[RedDragonTaff]

Hi @aliyanik,

Its worth it to look into also logging BQM results.  This is a free service that you register for and enter your routers WAN address so that external industry equipment can ping the router periodically and log wither its successful and if so what the latency is.  See:  https://www.thinkbroadband.com/broadband/monitoring/quality

Many of us VM customers use this alongside the Router logs to report the problems we have.  Some worse than other installations.  Its a great visual tool to document your ongoing issues. 

[aliyanik]

Hi Virgin media,

My issue still continues. After 2 technician visits, i am still getting intermittent cuts with Virgin broadband.

i was told that the same issue is reported by several people in my area (sw59nn) and there is no issue with my equipment at home. Technician clearly said, it is something for the network team.

Are any actions being taken please??

Ali Yanik

[lotharmat]

Can you repost your Hub status and logs?
Someone should be spot if there is still a problem
Navigate 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. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Alsodefinitely , set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[Martin_N]

Hi aliyanik,

Thank you for keeping us posted. 

Our apologies you're continuing to have this issue after the visits. 

Can you please provide the information requested by lotharmat?

^Martin

[aliyanik]

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• Network Log

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Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330750000	5.8	38	256 qam	25
2	234750000	3.2	38	256 qam	13
3	242750000	4.1	38	256 qam	14
4	250750000	4.6	38	256 qam	15
5	258750000	4.5	38	256 qam	16
6	266750000	4.6	38	256 qam	17
7	274750000	4.8	38	256 qam	18
8	282750000	4.9	38	256 qam	19
9	290750000	4.9	38	256 qam	20
10	298750000	5.3	38	256 qam	21
11	306750000	5.5	38	256 qam	22
12	314750000	5.6	38	256 qam	23
13	322750000	5.6	38	256 qam	24
14	338750000	5.5	38	256 qam	26
15	346750000	5.1	38	256 qam	27
16	354750000	4.6	38	256 qam	28
17	362750000	4.4	38	256 qam	29
18	370750000	4.4	38	256 qam	30
19	378750000	4.5	38	256 qam	31
20	386750000	4.5	38	256 qam	32
21	394750000	4.4	38	256 qam	33
22	402750000	4.6	38	256 qam	34
23	410750000	4.9	38	256 qam	35
24	418750000	4.6	38	256 qam	36

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	3033	8670
2	Locked	38.9	2642	10855
3	Locked	38.6	2547	11302
4	Locked	38.9	2610	10605
5	Locked	38.9	2724	11232
6	Locked	38.9	2560	11218
7	Locked	38.9	2478	11416
8	Locked	38.9	2482	10423
9	Locked	38.9	2564	9303
10	Locked	38.9	2827	11451
11	Locked	38.6	3179	9391
12	Locked	38.6	3354	9683
13	Locked	38.6	3315	10325
14	Locked	38.6	3492	9505
15	Locked	38.9	4126	10680
16	Locked	38.6	4047	11716
17	Locked	38.6	3881	13344
18	Locked	38.9	3891	10010
19	Locked	38.6	4085	12299
20	Locked	38.9	3869	12539
21	Locked	38.9	3748	9955
22	Locked	38.9	3775	12833
23	Locked	38.6	3936	10909
24	Locked	38.6	3916	11102

[aliyanik]

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

1	32600000	39.5	5120	64 qam	5
2	39400000	41	5120	64 qam	4
3	46200000	41	5120	64 qam	3
4	53700000	41	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	4	0

[aliyanik]

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Network LogTime Priority Description

30/06/2021 13:07:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 04:14:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 04:14:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 00:26:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:14:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:14:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:50:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:18:3	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:18:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 09:17:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 09:57:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 04:37:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 04:37:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 04:37:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 04:37:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 04:37:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 00:50:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:24:47	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 13:22:18	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[aliyanik]

Hi, here they are. I never spent so much time on a service problem before - extremely disappointed with this.

Just to remind, this is the 3rd time i share my router stats. Already 2 technicians visited and i had to stay at home for half a day for each one. 1st technician changed the input device to the router.

2nd technician stayed 2 mins and told me that there are several similar complaints in my area (SW59NN) and this is a network issue. He said this should be resolved by network people in Virgin. I even asked him if it could be a router issue but he told me that everything is in order at my home setup.

If Virgin doesn't have capability to resolve this issue, please give me a call urgently and we agree on an immediate transition date to another broadband service provider.

Ali Yanik