Virgin Media Community

[ayousaf582]

Hi, I'm having massive issues for 6 weeks now were my internet keeps dropping. I've had an engineer visit recently resulting in no faults found. I am currently working from home and always left frustrated and embarrassed as I'm constantly being kicked out of meetings etc.!! trying to report my issues over the phone and no one wants to help and this is after waiting hours!! 

I have been using the think broadband quality monitor and can see high spikes of latency- See below

and here is my network log which again doesn't look at all healthy! Can somebody please help me with this nightmare as i cant stand this any longer. i have given 6 weeks of chances of this being resolved but ive come to the end of my tether. Seems like I'm paying for a service that's not being reciprocated 

Time Priority Description

26/10/2020 15:19:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 02:35:49	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 23:04:30	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 21:42:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 22:25:38	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 17:17:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:27:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:27:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:27:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:27:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:27:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:27:16	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:27:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:27:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:27:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:25:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:24:31	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:24:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:24:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[gary_dexter]

Post the downstream and upstream logs too

[ayousaf582]

Hi Gary, Please find below

Upstream bonded channels

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

1	53700044	4.675	5120	64 qam	2
2	60300000	4.75	5120	64 qam	1
3	39400000	4.575	5120	64 qam	4
4	46200000	4.625	5120	64 qam	3

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

Downstream bonded channels

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

1	203000000	6.3	38	256 qam	9
2	211000000	6	38	256 qam	10
3	219000000	6.3	38	256 qam	11
4	227000000	6.5	38	256 qam	12
5	235000000	6.4	38	256 qam	13
6	243000000	6	38	256 qam	14
7	251000000	6	38	256 qam	15
8	259000000	6	38	256 qam	16
9	267000000	6.3	38	256 qam	17
10	275000000	6.1	38	256 qam	18
11	283000000	6.3	38	256 qam	19
12	291000000	6.5	38	256 qam	20
13	299000000	6.6	38	256 qam	21
14	307000000	6.4	38	256 qam	22
15	315000000	6.5	38	256 qam	23
16	323000000	6.4	38	256 qam	24
17	331000000	6.5	38	256 qam	25
18	339000000	6.4	38	256 qam	26
19	347000000	6.5	38	256 qam	27
20	355000000	6.5	38	256 qam	28
21	363000000	6.5	38	256 qam	29
22	371000000	6.4	38	256 qam	30
23	379000000	6	38	256 qam	31
24	387000000	5.8	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	15	0
2	Locked	38.6	52	0
3	Locked	38.9	13	0
4	Locked	38.9	25	0
5	Locked	38.6	41	0
6	Locked	38.6	64	0
7	Locked	38.9	19	0
8	Locked	38.9	27	0
9	Locked	38.6	89	0
10	Locked	38.6	46	0
11	Locked	38.9	17	0
12	Locked	38.9	32	0
13	Locked	38.9	175	0
14	Locked	38.9	18	40
15	Locked	38.9	54	0
16	Locked	38.9	35	0
17	Locked	38.9	55	0
18	Locked	38.9	37	0
19	Locked	38.6	28	0
20	Locked	38.6	34	14
21	Locked	38.9	31	0
22	Locked	38.6	33	0
23	Locked	38.6	22	0
24	Locked	38.9	48	0

[Andruser]

You've started a second post on the same issue.  That's a good way of diluting the assistance you might get, and irritating those who wish to help you.

However, your BQM confirms an appalling quality of service, although I'm seeing it in preview mode because VIP users can do so.  It shouldn't get approved by the mods for public viewing because you've copied the image from your private view, and it contains your IP address .   If problems continue, can you post a link (not image) to a shared live graph of your BQM? 

Network log is similarly bad, but It looks better on 24/25 October, how has it been since? 

The post-RS errors on the downstream channels 14 and 20 shouldn't be there, but probably not enough on their own to establish the cause.  My (unproven) suspicion is the common culprit of upstream noise, that disrupts communication between the hub and VM's network gear.  This is often hard to find evidence of in the hub's status data, but if you can have a look and see in real time when your BQM is bad, and then take a set of Upstream status data that might show any upstream issues.

[ayousaf582]

Hi,

thanks for the response- really appreciate the help. Apologies regarding the second post as I was under the impression that the first one didn’t load due to my webpage hanging.

I will certainly note this in the future regarding the private BQM. But please find the shared BQM stats.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/593f1511b023cee71a827ce6ff657fe250dc412d

In 24/25 October- I did notice the line was a lot cleaner but since then it has got a lot worse. Engineer visit was on the 22 October and he installed a power adapter to aid the power of the cable. Hasn’t seemed to resolve anything.

thanks

[Andruser]

Marvellous.  As that's a live BQM, what I can see is that at around 11:45 pm yesterday evening it looks as though everything suddenly "cleared" and so far the connection appears to be behaving itself?  If that's correct then fingers crossed it stays that way.

As to "why" and "how", I've no idea.  Every time I learn a little bit more about the way that DOCSIS (the technology used for cable internet) works, the more certain I become that it is more an unreliable form of magic than science.  So perhaps somebody at Virgin Media drew a shape on the floor in blood and mumbled a few incantations.

If problems return, then post again and we can take another look.