Internet constantly keeps dropping for last 2 months.

[luk_neo]

Hi. It's going to be long, but I'll try to explain everything in details

I'm going to try to ask question here instead of calling because I can see there is a lot of people here with knowledge much better than people working in call centre, and I'm getting slowly tired already and close to just cancel contract and move on somewhere else.

Year of no problem with Virgin (over 10 years customer always happy). End of last year I had some problems with router dropping connections, Virgin said it was some of their problem and they working on it. The problem was sorted and for a few weeks it was OK.

From February (I know I live with is way too long, but I tried to give Virgin time hoping it's again problem on their side and going to be fixed) I have connection being constantly dropped many times a day for 20-30 seconds and coming back. It's getting worst and be annoying more and more.

I have constant errors on router - tried normal and modem mode as well - it makes no difference at all. I checked cables and restart it 100's times, so please don't tell me to do it again. Makes no difference, same problem all time. I'll post you all details under, hoping you can get something from it and give me some help and advice.

Can this be problem with router, cable (I dont have different one to check it), or its just Virgin problems in my area all the time.

Regards

Lukasz

[luk_neo]

Most days for last 2 months graph look like this some days bit better some worst.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9ce92414b6f344cfbab278ef6f24a39fa8...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e5efcbd377c21fe0106addf7e624fc0e13...

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	331000000	2.7	40	256 qam	25
2	203000000	2.4	40	256 qam	9
3	211000000	2.2	40	256 qam	10
4	219000000	2.2	40	256 qam	11
5	227000000	2.2	40	256 qam	12
6	235000000	2.2	40	256 qam	13
7	243000000	1.9	40	256 qam	14
8	251000000	1.5	40	256 qam	15
9	259000000	1.2	40	256 qam	16
10	267000000	1.2	40	256 qam	17
11	275000000	1	40	256 qam	18
12	283000000	1.2	40	256 qam	19
13	291000000	1.5	40	256 qam	20
14	299000000	1.9	40	256 qam	21
15	307000000	1.7	40	256 qam	22
16	315000000	2	40	256 qam	23
17	323000000	2.5	40	256 qam	24
18	339000000	2.9	40	256 qam	26
19	347000000	3	40	256 qam	27
20	355000000	3.2	40	256 qam	28
21	363000000	3.2	40	256 qam	29
22	371000000	3	40	256 qam	30
23	379000000	3.4	40	256 qam	31
24	387000000	3.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	293185	543227
2	Locked	40.9	690336	1056607
3	Locked	40.3	657149	1156325
4	Locked	40.9	580787	1190164
5	Locked	40.9	505254	1079249
6	Locked	40.3	435346	877550
7	Locked	40.9	402975	632576
8	Locked	40.3	425069	480154
9	Locked	40.9	457405	451871
10	Locked	40.9	474052	500508
11	Locked	40.3	470364	578868
12	Locked	40.3	445796	638228
13	Locked	40.9	414201	656641
14	Locked	40.3	377924	646815
15	Locked	40.9	346367	613733
16	Locked	40.9	324058	577819
17	Locked	40.3	309173	556875
18	Locked	40.9	288085	507434
19	Locked	40.9	280135	526534
20	Locked	40.9	276844	556296
21	Locked	40.3	268604	602298
22	Locked	40.9	252887	668951
23	Locked	40.3	236588	702611
24	Locked	40.3	214247	686762

Upstream bonded channels

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

1	60300000	51	5120	64 qam	1
2	53700000	51	5120	64 qam	2
3	39400000	51	5120	64 qam	4
4	46200000	51	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	13	0

[luk_neo]

24/04/2022 17:53:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 17:53:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 17:51:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 17:51:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 17:51:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 17:51:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 17:44:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 17:44:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 17:09:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 17:08:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 16:31:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

See this thread re the known issue affe cting most VM customers

https://community.virginmedia.com/t5/Networking-and-WiFi/VM-CORE-NETWORK-FAILURE-URGANT/td-p/4986440...

Your Up power levels are all high and there are too many errors - so can you start from a "clean sheet"
___________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

See if the Up powers have dropped from 51dBMv - which is at the top of the recommended range

[luk_neo]

I did restart router and got last 14 hours of data. Same things same errors no difference. During day internet is just unusable for anything which rely on stability. If this is well know problem affecting people for weeks and Virgin do nothing why whats the point of paying for this crap.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/704e69cd1a2d4140316788bbc7f5015345... 

Live Graph 

Downstream bonded channels

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

1	331000000	2.7	40	256 qam	25
2	203000000	2.4	40	256 qam	9
3	211000000	2.2	40	256 qam	10
4	219000000	2.2	40	256 qam	11
5	227000000	2.2	40	256 qam	12
6	235000000	2.2	40	256 qam	13
7	243000000	1.9	40	256 qam	14
8	251000000	1.4	40	256 qam	15
9	259000000	1.2	40	256 qam	16
10	267000000	1.2	40	256 qam	17
11	275000000	1	40	256 qam	18
12	283000000	1.2	40	256 qam	19
13	291000000	1.5	40	256 qam	20
14	299000000	1.9	40	256 qam	21
15	307000000	1.9	40	256 qam	22
16	315000000	2	40	256 qam	23
17	323000000	2.5	40	256 qam	24
18	339000000	2.9	40	256 qam	26
19	347000000	3	40	256 qam	27
20	355000000	3.2	40	256 qam	28
21	363000000	3.2	40	256 qam	29
22	371000000	3	40	256 qam	30
23	387000000	3.7	40	256 qam	32
24	379000000	3.4	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.9	80068	167451
2	Locked	40.3	200041	306533
3	Locked	40.9	189288	333949
4	Locked	40.9	161567	348602
5	Locked	40.9	133414	325193
6	Locked	40.3	110966	264333
7	Locked	40.3	102059	192973
8	Locked	40.3	110151	145426
9	Locked	40.3	120760	137124
10	Locked	40.3	129484	151387
11	Locked	40.3	129465	173922
12	Locked	40.3	122896	194084
13	Locked	40.3	111745	201849
14	Locked	40.3	100752	198487
15	Locked	40.3	91557	187035
16	Locked	40.3	85997	177931
17	Locked	40.9	83865	170905
18	Locked	40.9	79221	160326
19	Locked	40.9	77461	163582
20	Locked	40.9	76012	169282
21	Locked	40.9	72888	183009
22	Locked	40.9	68556	204913
23	Locked	40.9	59774	215868
24	Locked	40.9	80070	167523

Upstream bonded channels

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

1	60300000	51	5120	64 qam	1
2	53700000	51	5120	64 qam	2
3	39400000	51	5120	64 qam	4
4	46200000	51.7	5120	16 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

[luk_neo]

25/04/2022 11:11:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 11:11:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 11:04:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 11:03:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:58:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:57:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:41:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:40:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:39:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:39:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:38:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:38:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:38:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:38:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:37:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:37:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:35:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:35:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:34:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:34:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Natalie_L]

Hi luk_neo

Welcome to the Community and thank you for posting.

I am very sorry to hear you have been experiencing issues with your internet dropping out. 

I have taken a look from our side and can confirm that there has have been no error detected on the equipment and the signals are running within specification. 

With this being the case, we would need to look in to other possible causes for the interruptions with the service. 

Can you please check that the cables leading to the Hub are secure and without damage? Also, can you please let us know if you are using any third party equipment with the service? 

Thank you 

[luk_neo]

I only use Virgin hub at this moment no other equipment, have 2 computers connected by cable and 2 phones and tablet by Wi-Fi.

I found different new cable which I got from years ago delivered with Virgin router and replace my old cable. Everything between box on wall and router is nice secured and cable is new. After another 24h there is almost no difference on new cable compare to last 2 months.

Same errors, same results on BQM, everything is almost same like for last months.

This is definitely problem with Virgin Media equipment, and if it isn't isolated problem to me only and affect a lot of people on forum, somebody should tell us WHAT and WHEN will be done with this. So many post on this forum with almost similar issues. And if Virgin Media can't fix it, we should be told about it, so we can move somewhere else.

Service which I have for last 2 months is not worth to have for free and paying for it is just pure masochism.

Last 24h BQM from clean reset with new cable

24h fresh reset BQM

Live BQM 

Downstream bonded channels

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

1	331000000	3.2	40	256 qam	25
2	203000000	2.7	40	256 qam	9
3	211000000	2.7	40	256 qam	10
4	219000000	2.5	40	256 qam	11
5	227000000	2.5	40	256 qam	12
6	235000000	2.7	40	256 qam	13
7	243000000	2.2	40	256 qam	14
8	251000000	1.7	40	256 qam	15
9	259000000	1.7	40	256 qam	16
10	267000000	1.7	40	256 qam	17
11	275000000	1.4	40	256 qam	18
12	283000000	1.5	40	256 qam	19
13	291000000	1.9	40	256 qam	20
14	299000000	2.2	40	256 qam	21
15	307000000	2.4	40	256 qam	22
16	315000000	2.5	40	256 qam	23
17	323000000	3	40	256 qam	24
18	339000000	3.4	40	256 qam	26
19	347000000	3.5	40	256 qam	27
20	355000000	3.7	40	256 qam	28
21	363000000	3.7	40	256 qam	29
22	371000000	3.7	40	256 qam	30
23	379000000	4	40	256 qam	31
24	387000000	4.1	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	129180	316478
2	Locked	40.3	427637	542577
3	Locked	40.3	406276	598531
4	Locked	40.9	357676	611605
5	Locked	40.3	302348	561702
6	Locked	40.9	241232	461216
7	Locked	40.3	208039	341307
8	Locked	40.3	211815	267611
9	Locked	40.3	229363	249799
10	Locked	40.3	241265	271542
11	Locked	40.9	241265	305585
12	Locked	40.3	224669	342122
13	Locked	40.9	203573	357285
14	Locked	40.3	179929	357526
15	Locked	40.3	156515	347246
16	Locked	40.9	142645	336073
17	Locked	40.3	134272	326080
18	Locked	40.9	126237	302845
19	Locked	40.9	123221	309164
20	Locked	40.3	121383	326227
21	Locked	40.9	114397	359964
22	Locked	40.9	109615	392181
23	Locked	40.9	103992	412852
24	Locked	40.9	95772	421327

Upstream bonded channels

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

1	60300000	51	5120	64 qam	1
2	53700000	51	5120	64 qam	2
3	39400000	51	5120	64 qam	4
4	46200000	51	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	2	0
4	ATDMA	0	0	0	0

Same errors repeating all time

26/04/2022 17:44:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 17:44:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 17:38:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 17:38:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jem101]

@luk_neo you are indeed, along with everyone else, suffering from an oddball issue which seems to last for a couple of hours every day - it’s that odd looking  hump in the BQM graph.

However you also have a general connectivity issue, I suspect you’ll find a bad cable joint somewhere between your hub and the street cabinet. Realistically you’ll need a technician visit to hunt it down and fix.

[Paul_DN]

Hi luk_neo,

Thank you for reaching back out and for checking the internal cable, I was able to find you on our system with the details we have for you and can see some short term issues, can you please try a pin reset, push a pin/ paper clip in the reset hole at the back of the Router, push and hold in for a timed 1 Minute, do not reboot during or after, allow 15 Minutes to settle.

Regards

Paul.