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Internet connection dropping very frequently

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

ayousaf582_0-1603753718512.png

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

Post the downstream and upstream logs too


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Re: Internet connection dropping very frequently

 

Hi Gary, Please find below

Upstream bonded channels

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

1537000444.675512064 qam2
2603000004.75512064 qam1
3394000004.575512064 qam4
4462000004.625512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Downstream bonded channels

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

12030000006.338256 qam9
2211000000638256 qam10
32190000006.338256 qam11
42270000006.538256 qam12
52350000006.438256 qam13
6243000000638256 qam14
7251000000638256 qam15
8259000000638256 qam16
92670000006.338256 qam17
102750000006.138256 qam18
112830000006.338256 qam19
122910000006.538256 qam20
132990000006.638256 qam21
143070000006.438256 qam22
153150000006.538256 qam23
163230000006.438256 qam24
173310000006.538256 qam25
183390000006.438256 qam26
193470000006.538256 qam27
203550000006.538256 qam28
213630000006.538256 qam29
223710000006.438256 qam30
23379000000638256 qam31
243870000005.838256 qam32



Downstream bonded channels

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

1Locked38.9150
2Locked38.6520
3Locked38.9130
4Locked38.9250
5Locked38.6410
6Locked38.6640
7Locked38.9190
8Locked38.9270
9Locked38.6890
10Locked38.6460
11Locked38.9170
12Locked38.9320
13Locked38.91750
14Locked38.91840
15Locked38.9540
16Locked38.9350
17Locked38.9550
18Locked38.9370
19Locked38.6280
20Locked38.63414
21Locked38.9310
22Locked38.6330
23Locked38.6220
24Locked38.9480
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Re: Internet connection dropping very frequently

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.

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Re: Internet connection dropping very frequently

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

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Re: Internet connection dropping very frequently

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. 

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