Virgin Media Community

[MaxiSniper]

Good evening all,

I'm hoping you might be able to help. I've been experiencing some issues with our internet for the past month, which has gotten considerably worse the past 2 days.

I am experiencing frequent short internet dropouts, which last between 15 secs to 1 minute. The WIFI stays connected, but the internet completely drops out. This has happened across several of my devices so far.

I am currently on the VM 100Mb package and haven't experienced anything quite as bad as this yet.

I have a seperate TP link router, which we use for WIFI. Our Superhub 3.0 stays in modem mode.

I have included below a few bits of useful information in the following posts that might help rule out the usual sources:

I have checked the power levels and SNR against the guide on this forum and they seem to be within tolerance levels. I have tried several power cycles and factory resets, to no avail.

If anyone has any further suggestions, please feel free to fire away!

Thanks,

James.

[MaxiSniper]

My router status pages:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	138750000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

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

1	138750000	4.1	37	256 qam	1
2	146750000	3.7	37	256 qam	2
3	154750000	3.5	37	256 qam	3
4	162750000	3.5	37	256 qam	4
5	170750000	3.4	37	256 qam	5
6	178750000	3.2	37	256 qam	6
7	186750000	3.2	37	256 qam	7
8	194750000	3.5	37	256 qam	8
9	202750000	3.5	37	256 qam	9
10	210750000	3.5	37	256 qam	10
11	218750000	3.5	37	256 qam	11
12	226750000	3.7	37	256 qam	12
13	234750000	3.5	37	256 qam	13
14	242750000	3.5	37	256 qam	14
15	250750000	4	37	256 qam	15
16	258750000	5	37	256 qam	16
17	266750000	5.5	37	256 qam	17
18	274750000	5.4	38	256 qam	18
19	282750000	5.3	38	256 qam	19
20	290750000	5.4	38	256 qam	20
21	298750000	5.4	37	256 qam	21
22	306750000	5.5	38	256 qam	22
23	314750000	5.4	38	256 qam	23
24	322750000	5.5	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	20	0
2	Locked	37.3	9	0
3	Locked	37.6	5	0
4	Locked	37.3	5	0
5	Locked	37.3	6	0
6	Locked	37.3	6	0
7	Locked	37.3	5	0
8	Locked	37.3	5	0
9	Locked	37.3	8	0
10	Locked	37.6	4	0
11	Locked	37.6	16	0
12	Locked	37.6	8	0
13	Locked	37.6	12	0
14	Locked	37.6	5	0
15	Locked	37.6	4	0
16	Locked	37.6	6	0
17	Locked	37.6	8	0
18	Locked	38.6	17	0
19	Locked	38.6	6	0
20	Locked	38.6	5	0
21	Locked	37.6	5	0
22	Locked	38.6	18	0
23	Locked	38.6	6	0
24	Locked	38.6	4	0

Upstream bonded channels

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

1	60300000	42.5	5120	64 qam	1
2	46200000	42.3	5120	64 qam	3
3	39400000	42	5120	64 qam	4
4	53700000	42.5	5120	64 qam	2

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	0	0

[MaxiSniper]

Network Log

Time Priority Description

16/02/2021 19:09:47	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:32:32	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:31:24	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 09:23:57	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 09:24:14	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 09:24:6	Warning!	Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 08:53:49	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 08:53:35	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 08:52:50	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 01:44:9	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:46:50	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:37:46	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:25:53	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:14:56	critical	No Ranging Response received - T3 time-out;CM-MAC=:f3;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:14:0	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:06:29	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=:d0;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:06:29	Warning!	RCS Partial Service;CM-MAC=:f3;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 10:55:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 09:21:25	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

Please note: I have removed the MAC address

[MaxiSniper]

Please note: The red bars are from the resets.

Think Broadband Graph 

[tehwolf]

well, everything looks to be broadly in spec - the worrying detail is the number of RCS partial service messages you seem to be getting - though I couldn't speculate as to why they are there - that'll need others with more knowledge than me about those errors.. the BQM is a bit of a mess - are you experiencing total dropouts that line up (time-wise) with the red blocks on the graph?

[Grumpster]

Hi Sniper

Somethings wrong there !!

Upstream bonded shows ONE T3 timeout. yet the network log clearly shows SEVEN T3 timeouts, unless my basic maths is wrong ??

I started monitoring the same nightmare for my daughter on 26th December, and sadly, she's now getting T6 timeouts !!!

Good luck

[MaxiSniper]

I've had several phone calls to the 'technical team' and there sending me a new superhub 😆.

I did try on several occassions to say this won't help, but hey ho.

The RCS partial service and T3 timeouts have gotten signifcantly worse as well...