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Internet connection keeps regularly dropping

Hello!

Wondered if anyone could help me find a solution for my problem. I have an exam on thursday that requires a stable connection for 2 hours but that doesn't seem to be likely at the moment if the last few days are anything to go by!

Issues appear to have started on saturday in the morning or this is when i first noticed it as i lost 20 mins of my £62.50 tutor session due to loss of connection. (fun times) I'm not asking for reimbursement or anything just want a stable connection for my exam and i will be happy.

I have the hub 3 and a 200mb connection. Speeds dip to around 20-30mb when the spike happens and then recover for a little bit before the next spike. I have followed all the self help on the website and reset the router to factory and this has not resolved the issue. I have set up a tracker on my network and the results aren't looking too good already:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3ce010ba9d13c1790d67c0ec4d1f893dd3fd963e

 Above is a link to the monitor.

I currently have my PC wired into the router which is sitting on the desk above it. We have a TV also plugged in by wire. A laptop and two phones are running off the wifi.

Any help is appreciated! 

All the best

Chris

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Alessandro Volta
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Message 2 of 25
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Re: Internet connection keeps regularly dropping

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

 

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Internet connection keeps regularly dropping

Hello Mike,

I checked the check service status and all comes back as ok and no issues in the area. Also called that number and they have said no issues are in the local area.

Here is all the information you asked for!

Thank you for your quick reply! 🙂 

Downstream bonded channels

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

14027500001240256 qam25
22027500001140256 qam9
321075000010.838256 qam10
421875000010.340256 qam11
522675000010.440256 qam12
623475000010.840256 qam13
724275000011.140256 qam14
825075000011.140256 qam15
925875000011.140256 qam16
1026675000011.340256 qam17
1127475000011.540256 qam18
1228275000011.540256 qam19
1329075000011.440256 qam20
142987500001240256 qam21
1530675000012.540256 qam22
163147500001340256 qam23
1732275000012.540256 qam24
1841075000011.540256 qam26
1941875000011.940256 qam27
2042675000012.540256 qam28
214347500001340256 qam29
2244275000013.140256 qam30
234507500001340256 qam31
2445875000012.840256 qam32



Downstream bonded channels

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

1Locked40.31122057105992
2Locked40.31889431488
3Locked38.91116661421
4Locked40.344980186
5Locked40.369050
6Locked40.947150
7Locked40.33618823
8Locked40.31784051379
9Locked40.92800836022
10Locked40.346735712684
11Locked40.360807416353
12Locked40.948330315394
13Locked40.32181585672
14Locked40.358745283
15Locked40.3298890
16Locked40.971178148
17Locked40.92669043386
18Locked40.31227058128518
19Locked40.378713988180
20Locked40.336210732628
21Locked40.324775769
22Locked40.933960
23Locked40.975310
24Locked40.335009718141

 

Second part in reply as too many characters

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Re: Internet connection keeps regularly dropping

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000040.3512032 qam1
24620000040512032 qam3
35370031740.3512032 qam2
43940003839.8512016 qam4


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network LogTime Priority Description
25/10/2020 19:55:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 19:53:34Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 19:41:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 19:17:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 18:57:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 18:56:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 18:55:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 18:34:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 17:30:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 17:24:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 16:09:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 16:04:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 16:02:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 16:02:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:43:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:43:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 14:16:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 14:16:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 14:14:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 14:13:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Helpful Answer

Re: Internet connection keeps regularly dropping

Your downstream levels are too high. You’ll need an engineer visit. 


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Re: Internet connection keeps regularly dropping

Good morning @Crispyer 

 

Welcome to the forum and thank you for taking the time to post, 

 

I hope that your exam went well. 

 

Are you able to let us know, did you manage to arrange and engineer visit? 

 

Kind regards,

Zak_M

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Message 7 of 25
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Re: Internet connection keeps regularly dropping

Hello Zak!

The exam was extra stressful given i had to do it from my workplace after hours because my home internet was about as useful as a potato and studying was difficult with an intermittent connection. But i think i have passed!

We didn't have an engineer come out, the issue was apparently with the local area, this was unreported but when i finally got through to the call centre they said it was an issue in the area as they had multiple calls from my area with the same problem. This seems to have resolved itself for the majority of the time so far.

I have had a drop in performance today but i will monitor it for now and see what happens in the coming days 🙂 

All the best

Chris

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Message 8 of 25
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Re: Internet connection keeps regularly dropping

Hello again, 

My internet still keeps dropping and is having a repeat of the exact same issue as above. I have tried to contact the virgin call centre three times today at different times of the day and after an hour of sitting listening to the same songs on repeat each time i have been cut off. Really not happy with the service of the call centre but hopefully the forum are more useful (You guys didn't disappoint last time!) 

If you need any of my downstream data or anything resent then please let me know.

Thanks

Chris

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Re: Internet connection keeps regularly dropping

Yes please post the logs again


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Re: Internet connection keeps regularly dropping

Hello!

Downstream bonded channels

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

140275000012.640256 qam25
220275000010.540256 qam9
321075000010.540256 qam10
421875000010.340256 qam11
522675000010.440256 qam12
623475000010.840256 qam13
72427500001140256 qam14
82507500001140256 qam15
925875000011.340256 qam16
1026675000011.540256 qam17
1127475000011.940256 qam18
1228275000011.940256 qam19
1329075000011.640256 qam20
1429875000012.340256 qam21
1530675000012.540256 qam22
1631475000012.940256 qam23
1732275000012.540256 qam24
1841075000012.140256 qam26
1941875000012.540256 qam27
204267500001340256 qam28
2143475000013.540256 qam29
2244275000013.440256 qam30
234507500001340256 qam31
244587500001340256 qam32



Downstream bonded channels

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

1Locked40.34156923949
2Locked40.327795439
3Locked40.325393428
4Locked40.31669821
5Locked40.3102480
6Locked40.391950
7Locked40.9129893
8Locked40.323702317
9Locked40.9311781213
10Locked40.3353762781
11Locked40.3345833608
12Locked40.3270505590
13Locked40.3200401388
14Locked40.3127197
15Locked40.3108110
16Locked40.31348113
17Locked40.320748596
18Locked40.34997328633
19Locked40.33234922542
20Locked40.91812710640
21Locked40.9932014
22Locked40.371180
23Locked40.975020
24Locked40.318822

6698

 

Here is the downstream

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