Internet dropping connection

[LukeMcpherson88]

Our broadband drops out very regularly, a few times an hour for a few minutes (sometimes longer if the hub reboots itself). 

After two engineer visits, a new hub and new cabling, the situation is no better. This has been an issue for 2 months. If I manage to speak to someone I am told that there is no issue on ‘their end’ and the virgin broadband test online is infuriating. 

Following advice I have set up a thinkbroadband network monitoring app which over the last week shows constant ‘dropped packets’ and constant spikes of ‘high latency’. As a lay person I have no idea what this means but am told it can cause dropped connections. 

Can anyone advice of a possible solution?

thanks

Luke

[S7e]

Has anyone had their issue resolved?

Mine keeps dropping connection a lot, never really noticed till I got a Ring alarm which keeps telling me its lost connection a few times a day, my network logs are

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	194750000	-0.2	40	256 qam	8
2	202750000	-0.5	40	256 qam	9
3	210750000	-0.9	40	256 qam	10
4	218750000	-0.7	40	256 qam	11
5	226750000	-1	40	256 qam	12
6	234750000	-1.2	40	256 qam	13
7	242750000	-1.4	40	256 qam	14
8	250750000	-1.7	40	256 qam	15
9	258750000	-1.7	40	256 qam	16
10	266750000	-1.5	40	256 qam	17
11	274750000	-2	40	256 qam	18
12	282750000	-2.2	40	256 qam	19
13	290750000	-2.4	40	256 qam	20
14	298750000	-2.2	40	256 qam	21
15	306750000	-2	40	256 qam	22
16	314750000	-2	40	256 qam	23
17	322750000	-2.5	38	256 qam	24
18	402750000	-3	40	256 qam	25
19	410750000	-3	40	256 qam	26
20	418750000	-2.5	40	256 qam	27
21	426750000	-2.5	40	256 qam	28
22	434750000	-3.2	40	256 qam	29
23	442750000	-3.5	40	256 qam	30
24	450750000	-3.5	38	256 qam	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.9	6	0
2	Locked	40.9	5	0
3	Locked	40.3	5	0
4	Locked	40.9	5	0
5	Locked	40.9	17	0
6	Locked	40.9	20	0
7	Locked	40.3	6	0
8	Locked	40.3	4	0
9	Locked	40.9	0	0
10	Locked	40.3	6	0
11	Locked	40.3	0	0
12	Locked	40.3	5	0
13	Locked	40.3	5	0
14	Locked	40.9	5	0
15	Locked	40.3	6	0
16	Locked	40.3	5	0
17	Locked	38.9	6	0
18	Locked	40.3	5	0
19	Locked	40.3	0	0
20	Locked	40.3	13	0
21	Locked	40.3	6	0
22	Locked	40.3	1	0
23	Locked	40.9	5	0
24	Locked	38.9	17	10254

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	32599961	4.7	5120	64 qam	3
2	53699937	4.925	5120	64 qam	4
3	39399998	4.775	5120	64 qam	2
4	46200153	4.825	5120	64 qam	1

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

21/07/2020 14:40:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:23:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:22:48Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:22:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:22:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:22:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:21:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:21:11Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:19:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:19:52Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:19:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:19:0Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:18:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:17:32Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:16:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:16:32Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:15:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:15:20Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:14:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/07/2020 13:14:31Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Whitey32]

No mate still same issues. They have all told me it's utilisation issues which will be fixed 22nd ( tomorrow) July and if its not the ill be cancelling my contract and leaving. 3 months of awful Internet, not on.

[Stephenlclarke]

My logs are full of “critical SYNC Timing Synchronization failure - Loss of Sync“ entries. 

Due to Covid I have been working from home since March and see drop outs at least 3 times a day. 

[Katie_WT]

Hi there @S7e

Welcome to our Community and thanks so much for your first post - I am sorry that you're having some issues with your service recently. I have been able to locate your account from your forum information and can see that you have since been in touch with our Tech Support team. 

You are currently impacted by what is known as Signal to Noise ratio issue, or SNR. This issue will cause intermittent issues with your broadband connection and possibly your TV services. This issue was logged on 20th July under the reference number F008242401. At the time of writing, the estimated fix date is listed to be 30th July. 

This has been logged on your account for you. Please feel free to pop back here anytime for an update and we can check your account and the reference number for you. 

Cheers

[Katie_WT]

Hi there @Whitey32

Cheers for joining in the the thread - how are your services since your post? 

I have checked your account from your past conversations and check the  fault reference number for your issue (F008008811) and can see that this has now been closed as resolved. 

Looking at your Hub information, all is looking to be ok; no known area issues and no errors showing at the time of writing. 

Please do pop back if you need any further help

Cheers

[Katie_WT]

HI there @Stephenlclarke

Cheers for popping along - I am sorry that you've also been having some issues. I have been able to locate your account from your Forum information and see that you were able to contact us last week and we have arranged for a new Hub to be sent out. 

How's things looking for you since your new hub?

All seems to be looking ok this end; no area issues are listed for your region and I can't see any errors showing. All signal levels are within the parameters we would expect for your package which is good. It's been around 48 hours since the last reboot. 

Pop back if you're having any further issues and we'll go from there. 

Cheers

[Ashdowners]

The service does indeed appear to have been more stable since 22 July, with fewer total drop outs. Early days yet, but thanks for the fix. 

[Katie_WT]

Glad to hear it @Ashdowners

Please do keep us posted though if you have any further issues with this or indeed anything else. 

Thanks so much for popping back to confirm this with us - not only does it help us, it also helps the community. 

Stay safe 

[Whitey32]

Hi, no nothing has been resolved my end, still unusable internet. Fix date was between 22nd and 27th July so I will be calling up for the 20th time tomorrow and potentially leaving virgin. 

[Katie_WT]

We'd certainly hate to see you leave us @Whitey32

You advise unusable internet; can you perhaps elaborate on what issues you are having so we can best assist you? 

After checking your account again this evening, there are still no reported area issues, no errors showing on your Hub at all and all signal levels are within the parameters we would expect for your package. It has been around 6 days since your Hub was last rebooted. 

Do you have the issue on both wired and WiFi connections? 

It may also be helpful to set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts.  It does it 24/7/365 and it keeps a visual record of your connection. If you need any help with that please let us know.

Cheers