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Internet connection dropping very frequently

jfinc
Joining in

Every hour or so, my internet connection will drop completely for a few minutes. The wifi signal remains consistent and strong, but there is no internet.

Multiple engineers have been out and have replaced the router numerous times but this does not resolve the issue.

Here is the network log:

01/02/2024 09:53:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 08:29:17noticeNOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:48criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:51criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:06:45criticalReceived 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;
01/01/1970 00:05:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:26criticalReceived 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;
01/01/1970 00:04:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:48criticalReceived 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;
01/01/1970 00:03:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Is this likely an issue with the cable coming into the house?

Currently on 350 plan.

 

Any help is appreciated. Thanks

8 REPLIES 8

Adduxi
Very Insightful Person
Very Insightful Person

You need to post the full set of power levels for Downstream and Upstream as well.  However going on the network log, there is an issue somewhere.

Setup a BQM and share the live link please.  This will show, and record, the state of your circuit.

www.thinkbroadband.com/ping

Once done we can comment further.

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Dynamoo
Joining in

A few people have reported that the connection drops most hours, at exactly the same time past the hour. For example, it happens to me (at the moment) at 36 minutes past. Sometimes it doesn't seem to happen at all, but when it does it's at the same number of minutes. From time-to-time - possibly when the hub has reset - it switches to a different hour for several weeks.

downstream:

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

14502500005.540256 qam12
24422500005.940256 qam11
34582500005.540256 qam13
44662500005.940256 qam14
54742500005.840256 qam15
6482250000640256 qam16
74902500005.838256 qam17
84982500005.540256 qam18
95062500005.840256 qam19
105142500005.638256 qam20
115222500005.538256 qam21
125302500005.440256 qam22
135382500005.840256 qam23
145462500005.638256 qam24
155542500005.340256 qam25
165622500005.340256 qam26
175702500005.138256 qam27
18578250000540256 qam28
19586250000538256 qam29
20594250000540256 qam30
21602250000540256 qam31
226102500004.538256 qam32
236182500004.638256 qam33
246262500004.638256 qam34



Downstream bonded channels

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

1Locked40.390
2Locked40.3150
3Locked40.3100
4Locked40.3140
5Locked40.3110
6Locked40.3120
7Locked38.9140
8Locked40.3110
9Locked40.3120
10Locked38.9130
11Locked38.9150
12Locked40.3130
13Locked40.380
14Locked38.680
15Locked40.370
16Locked40.3310
17Locked38.9240
18Locked40.3250
19Locked38.9170
20Locked40.3210
21Locked40.3150
22Locked38.9190
23Locked38.6110
24Locked38.9260

 

upstream:

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

12359987441.5512064 qam11
23660001241.5512032 qam7
34309989341.8512032 qam6
43010020741.5512064 qam8
54960026042.3512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0020
5ATDMA0000

 

BQM Live: https://www.thinkbroadband.com/broadband/monitoring/quality/share/c9fbd98be61582d1c53b4258d025ff8b1a...

 

many thanks for your help 

Adduxi
Very Insightful Person
Very Insightful Person

There is an issue with the Upstream, in that all your channels should be on QAM 64.  The drop to QAM 32 would indicate a noise issue on the line somewhere.  The Hub is dropping QAM down to cope with this.  If you have had all your internal co-ax replaced and a new Hub, this sounds like either a problem with the street cabinet, or a new cable pull is needed.  It will be up to VM to investigate this and sort it out.  Will be interesting to see how the BQM plays out over a 24 hr period?

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have not had internal co-ax replaced, so that could also be the issue

Adduxi
Very Insightful Person
Very Insightful Person

In that case, you could check all the connections are all at least "finger" tight, as loose connections can cause noise ingress.  Also check for bends in the cable that are too tight, again cables are meant to have a minimum bend radius to avoid internal kinks in the cable, or damage to the shielding.

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Hi jfinc, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having an issue with your broadband connection. Checking things this end, your hub is showing as online, all signal and power levels are optimal and there is nothing untoward showing at all. I've checked the area and there is no noise or signal issues affecting the cable you're on either.

The BQM graph you've posted makes it look as though your hub is completely offline so this may have been set up incorrectly. Can you have another look at this and share a new URL so we can see if the disconnections are being recorded? 

Thanks, 

Kath_F
Forum Team

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WorstISP
Up to speed

Hi OP.

The issue you are describing affects a large number of customers throughout Virgin Media's network. I suggest you open a complaint (See: https://www.virginmedia.com/help/complaints ) and notify OfCom (See: https://www.ofcom.org.uk/complaints )

Virgin Media will mess you around on this, blaming everything from WiFi to loose cables. I had 8 engineers visit before one finally dealt with the root cause. Unfortunately Virgin Media's support system is based around arguing and denying issues for as long as possible until a complaint is escalated to the Comms Ombudsman, which is the first time they'll actually deal with an issue properly.

I suggest you get the complaint process rolling as early as possible and use the next months to build evidence (Take speed tests etc because there are often download speed degradations before the disconnections).