Internet connection dropping very frequently

[jfinc]

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 09:53:17	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 08:29:17	notice	NOTICE 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 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:36	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2024 11:04:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:48	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:51	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:06:45	critical	Received 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 00:05:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:26	critical	Received 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 00:04:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:48	critical	Received 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 00:03:0	critical	No 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

[Adduxi]

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.

[Dynamoo]

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.

[jfinc]

downstream:

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

1	450250000	5.5	40	256 qam	12
2	442250000	5.9	40	256 qam	11
3	458250000	5.5	40	256 qam	13
4	466250000	5.9	40	256 qam	14
5	474250000	5.8	40	256 qam	15
6	482250000	6	40	256 qam	16
7	490250000	5.8	38	256 qam	17
8	498250000	5.5	40	256 qam	18
9	506250000	5.8	40	256 qam	19
10	514250000	5.6	38	256 qam	20
11	522250000	5.5	38	256 qam	21
12	530250000	5.4	40	256 qam	22
13	538250000	5.8	40	256 qam	23
14	546250000	5.6	38	256 qam	24
15	554250000	5.3	40	256 qam	25
16	562250000	5.3	40	256 qam	26
17	570250000	5.1	38	256 qam	27
18	578250000	5	40	256 qam	28
19	586250000	5	38	256 qam	29
20	594250000	5	40	256 qam	30
21	602250000	5	40	256 qam	31
22	610250000	4.5	38	256 qam	32
23	618250000	4.6	38	256 qam	33
24	626250000	4.6	38	256 qam	34

Downstream bonded channels

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

1	Locked	40.3	9	0
2	Locked	40.3	15	0
3	Locked	40.3	10	0
4	Locked	40.3	14	0
5	Locked	40.3	11	0
6	Locked	40.3	12	0
7	Locked	38.9	14	0
8	Locked	40.3	11	0
9	Locked	40.3	12	0
10	Locked	38.9	13	0
11	Locked	38.9	15	0
12	Locked	40.3	13	0
13	Locked	40.3	8	0
14	Locked	38.6	8	0
15	Locked	40.3	7	0
16	Locked	40.3	31	0
17	Locked	38.9	24	0
18	Locked	40.3	25	0
19	Locked	38.9	17	0
20	Locked	40.3	21	0
21	Locked	40.3	15	0
22	Locked	38.9	19	0
23	Locked	38.6	11	0
24	Locked	38.9	26	0

upstream:

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

1	23599874	41.5	5120	64 qam	11
2	36600012	41.5	5120	32 qam	7
3	43099893	41.8	5120	32 qam	6
4	30100207	41.5	5120	64 qam	8
5	49600260	42.3	5120	64 qam	5

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	2	0
5	ATDMA	0	0	0	0

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

many thanks for your help 

[Adduxi]

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?

[jfinc]

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

[Adduxi]

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.

[Kath_P]

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, 

[WorstISP]

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).