Internet Intermittently Cutting Out

[garetht1985]

Having a tricky issue and looking for some help. 

Throughout the day, my internet cuts out for a minute or so before reconnecting. Seems to happen more when I’m using more bandwidth, particularly video conferencing with work. The WiFi signal remains active but I lose all connection. Happens to all devices simultaneously so can’t be the work laptop or anything like that. Happens far less frequently on evenings and weekends so at a loss on what could cause it. 

Issue started maybe 6 weeks ago but has grown more frequent ever since. Starting to impact my home working, particularly as I’m the guy who keeps disappearing from video calls!

Router is a Superhub 3 and it’s a 100mb fibre connection that was flawless up until this issue. 

All suggestions appreciated, cheers 

[belgowho]

Having the call issues myself. On Citrix calls through VPN, I can hear and see everything but they hear broken sound from me - never consistent with issue coming up intermittently. I also see the screen drop for a few seconds. Issues also happen with whatsapp calls with connection issues. Might purchase a wifi 6 router to see if that resolves issue but concerned that previous poster said he uses virgin router in modem mode with separate router but still has issue.

[Natalie_L]

Hi belgowho, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you have been experiencing issues with service whilst making video calls. 

Can you please confirm if this is all occurring on the one device or across multiple devices please? Do you have this issue when connect via WiFi or Ethernet please? 

Let us know and we will do all we can to assist further. 

Thanks, 

[JS24]

Having the exact same issue. Trying to get a new router out of Virgin is proving difficult but will ring them tomorrow rather than go through the community PM's. We've had an engineer out, done EVERYTHING Virgin have asked...still goes off several Times a day. Really inconvenient for online gaming. Disappointed with the reluctance to send a new router out.

[dunhackin]

So... my problem now seems to be resolved although I can't tell you what fixed it. After the previously-mentioned call with VM, I *think* they pushed some code to the hub. Since there's no on-line customer-facing incident/ticketing system I can't quickly find out. However. About 24 hours later, I noticed that my ping tests to the 3rd & 5th route hops and Google's DNS had been running clean for quite a while. Left it running for another day and the packet loss is in single figures from 10,000+ transmitted, i.e. 'normal' levels.

I'd love to be able to point to a specific fix, for those of you that still have issues, but about the best I can do is suggest that you run the 'ping' tests for a lengthy period (24+ hours) as I did to get some hard numbers and then call VM and hope you get a guy that actually wants to listen and help.

In the meantime, and probably unrelated, VM apparently did some work on their kit on the 15th July; we had warnings of possible outages but didn't lose anything. Guessing it might be something to do with the 1Gbps service perhaps.

[belgowho]

This is through wifi and ethernet. Across all phone and laptop devices 

[Martin_N]

Hi dunhackin,

Thank you for your post keeping us updated. 

If you do have any other issues in the future, please do let us know. 

^Martin

[JoyBoi79]

My wired internet has been fine, but for past week or so wifi cuts out 5-7 times an hour...nightmare. Also recently upgraded from 200mb to 500mb, wish I never bothered, I get between 223-233mb, perhaps the Hub3 cannot handle the extra speed lol. Come Monday ile b downgrading and moanjng about wifi.

[scuttle]

Update...

Just confirming it's definitely the Hub 3 causing these problems (for me at least), I used modem mode and an Asus Router since start of the year and all was working fine...my router died over the weekend, as electricals these days seemed to be made of cheese, and had to go back to Hub 3 while waiting for a replacement. Since using it again I'm back to frequent daily dropouts.

Are Hub 3's still the current model being used or have they been superceded yet? and if they have as a Virgin customer am I able to get the 'upgrade'?

[harabin88]

Hello.
I got same issue. The disconnects are completely random.
I hope you can help me.

Spoiler

Network Log

Time Priority Description

06/11/2022 21:15:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 21:04:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 20:55:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 20:43:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 20:38:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 20:29:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 20:21:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 19:20:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 19:05:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 21:08:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 20:40:43	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 20:35:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 20:16:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 19:19:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 19:15:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 19:14:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 18:09:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 07:11:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2022 08:07:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[harabin88]

Downstream bonded channels

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

1	139000000	8	38	256 qam	1
2	147000000	7.5	38	256 qam	2
3	155000000	6	38	256 qam	3
4	163000000	3.5	38	256 qam	4
5	171000000	4	38	256 qam	5
6	179000000	6.4	38	256 qam	6
7	187000000	8.1	38	256 qam	7
8	195000000	7.5	40	256 qam	8
9	203000000	7.6	40	256 qam	9
10	211000000	7	40	256 qam	10
11	219000000	6.1	38	256 qam	11
12	227000000	4.5	38	256 qam	12
13	235000000	2.9	38	256 qam	13
14	243000000	5.5	38	256 qam	14
15	251000000	7	38	256 qam	15
16	259000000	7.5	40	256 qam	16
17	267000000	7.8	38	256 qam	17
18	275000000	8.3	40	256 qam	18
19	283000000	9.1	40	256 qam	19
20	291000000	7.5	38	256 qam	20
21	299000000	6.9	38	256 qam	21
22	307000000	4.8	38	256 qam	22
23	315000000	5	38	256 qam	23
24	323000000	7	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	2798	88281
2	Locked	38.6	163315	285
3	Locked	38.6	1486975	337
4	Locked	38.6	6483131	343
5	Locked	38.6	3728946	298
6	Locked	38.6	1354181	120
7	Locked	38.9	36965	63
8	Locked	40.3	926	33
9	Locked	40.3	145	12
10	Locked	40.3	117	0
11	Locked	38.6	296	20
12	Locked	38.6	394	18
13	Locked	38.6	727	56
14	Locked	38.9	438	60
15	Locked	38.9	175	0
16	Locked	40.3	140	0
17	Locked	38.9	157	0
18	Locked	40.3	58	0
19	Locked	40.9	62	0
20	Locked	38.9	147	0
21	Locked	38.9	350	0
22	Locked	38.6	1001	0
23	Locked	38.9	391	0
24	Locked	38.9	150	0

Refresh data

Upstream bonded channels

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

1	49600000	44.5	5120	64 qam	6
2	36600005	44.8	5120	64 qam	8
3	43099946	44.8	5120	64 qam	7
4	30100000	44.3	5120	64 qam	9
5	23600000	45.3	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0