Internet connection consistently dropping

[mikerodda]

For approx 6 months my internet connection is been poor at best, I have recently contacted virgin media via phone line and they have performed a 24 hour test and determined nothing is wrong. However the light on my hub is red at all times they stated that is fine and nothing is wrong. Which i know is wrong as my hub was always green up until recently. I am now at the point that its dropping 4-5 times a day and I need to restart my router or the connection wont establish.

My router network logs are spammed with 

Time Priority Description

07/01/2024 15:37:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 15:37:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 15:37:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 15:37:18	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 15:37:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

My signals are

Downstream bonded channels

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

1	203000000	2.5	38	256 qam	9
2	211000000	2.4	38	256 qam	10
3	219000000	2.5	37	256 qam	11
4	235000000	2.2	38	256 qam	13
5	243000000	1.9	38	256 qam	14
6	251000000	1.9	38	256 qam	15
7	259000000	2	38	256 qam	16
8	267000000	2.4	38	256 qam	17
9	275000000	2.2	40	256 qam	18
10	283000000	2.2	38	256 qam	19
11	291000000	2	38	256 qam	20
12	299000000	1.9	36	256 qam	21
13	307000000	1.7	36	256 qam	22
14	315000000	1.7	37	256 qam	23
15	323000000	1.7	38	256 qam	24
16	331000000	1.5	38	256 qam	25
17	339000000	1.7	38	256 qam	26
18	347000000	1.5	38	256 qam	27
19	355000000	1.5	38	256 qam	28
20	363000000	1.4	38	256 qam	29
21	371000000	1	38	256 qam	30
22	379000000	0.7	38	256 qam	31
23	387000000	0.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	8	0
2	Locked	38.9	20	0
3	Locked	37.3	5	0
4	Locked	38.9	60	32
5	Locked	38.6	62	9
6	Locked	38.9	6	0
7	Locked	38.9	6	0
8	Locked	38.9	83	2
9	Locked	40.3	6	0
10	Locked	38.6	29	34
11	Locked	38.6	38	0
12	Locked	36.3	41	41
13	Locked	36.6	5	0
14	Locked	37.6	4	0
15	Locked	38.6	16	0
16	Locked	38.9	2	0
17	Locked	38.6	6	0
18	Locked	38.9	3	0
19	Locked	38.9	6	0
20	Locked	38.9	4	0
21	Locked	38.9	7	0
22	Locked	38.9	18	0
23	Locked	38.9	84	13

pstream bonded channels

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

1	49600000	44.5	5120	64 qam	1
2	36600000	44	5120	32 qam	3
3	30100029	43.8	5120	16 qam	4
4	23599970	43.5	5120	16 qam	5
5	43100000	44.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	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

[jbrennand]

Upstream looks problematic - can you do this...

_____________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

Also check the Upstream QAM’s are all at 64 - if they are still dropping (to 32/16) then see message 3 here…

https://community.virginmedia.com/t5/Networking-and-WiFi/Regular-Intermittent-Upstream-dropouts/td-p...

[mikerodda]

I have all ready done all those, my only issue is the outside wires are exposed as the recent weather has caused the box to come off, and water to potentially penetrate the external coax lines. However I have checked those for tightness.

[mikerodda]

At the time of internet loss

07/01/2024 21:16:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 21:16:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 21:16:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 21:16:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 21:16:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 21:16:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 21:16:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2024 21:16:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Refresh data

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	203000000	0	38	256 qam	9
2	211000000	0	38	256 qam	10
3	219000000	0.2	35	256 qam	11
4	235000000	0	38	256 qam	13
5	243000000	-0.4	38	256 qam	14
6	251000000	-0.5	38	256 qam	15
7	259000000	-0.2	38	256 qam	16
8	267000000	0.2	40	256 qam	17
9	275000000	0	38	256 qam	18
10	283000000	0	38	256 qam	19
11	291000000	-0.2	38	256 qam	20
12	299000000	-0.2	38	256 qam	21
13	307000000	-0.2	38	256 qam	22
14	315000000	-0.2	38	256 qam	23
15	323000000	0	38	256 qam	24
16	331000000	0	38	256 qam	25
17	339000000	0	38	256 qam	26
18	347000000	0	38	256 qam	27
19	355000000	0	38	256 qam	28
20	363000000	-0.2	38	256 qam	29
21	371000000	-0.5	38	256 qam	30
22	379000000	-1	38	256 qam	31
23	387000000	-1.2	38	256 qam	32

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49600020	51	5120	64 qam	1
2	36600196	51	5120	32 qam	3
3	30100038	50.5	5120	16 qam	4
4	23599580	52	5120	16 qam	5
5	43100000	51	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0

[Daniel_Et]

Hi @mikerodda, thank you for your posts.

We're sorry to hear about the problems you've been having with your internet connection 😔

In order to discuss this further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Thank you for your support @jbrennand 👍

Regards,
Daniel