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

[Whitey32]

Well i have been in from work since 16:30 and Internet has dropped off about 20 times so far. Both WiFi and hardwired devices drol out at the exact same time. 

I have had 6 engineers, 20+ phone calls and it all boiled down to "utilisation issues " in the area which were going to be fixed by today the latest. 

You say your checking my router and everything is fine but I do have it in router only mode at the moment so not to sure how accurate the readings your seeing is.

[Katie_WT]

We can indeed see that it's in Modem mode @Whitey32 but this shoudl not impact the information we get from your Hub directly. 

There are no currently open area issues listed or logged for your area on your account - the ticket that was raised (F008008811) was closed as resolved on 22nd July. 

We can see that you have not rebooted your Hub for over 5 days - please do reboot when you can and we can check again to see if that shows any further errors at this end. 

Cheers

[Whitey32]

I will reboot now, please check in 10 minutes.

I have already been down the route of installed broadband quality monitor and nothinh came of it. I showed your engineer that come to my house and he said " that's for the geeks in the office" 

Ill await your messge regarding my router info once rebooted. Thanks 

[Stephenlclarke]

Hey

the replacement hub has fixed my problems. I no longer see any post RS errors in the hub status page. 

the hub doesn’t lose its connection and show an access denied error on the status page.  

thanks

[Tom_F]

Really glad to hear that Stephenlclarke, thanks for the update. Please let us know if there's anything else we may be able to help with.

...

Whitey32 - as things stand there's still nothing obvious sticking out that may be causing this. Can you please upload your Hub/network connection details so we can check to see if there is a problem there? If you're unsure how:

In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. Click on the “router status” icon at top right (SuperHub2) or the text at bottom-middle of first page up (Hub3) and then copy/paste 3 full sets of data onto here – from the downstream, upstream, &  network logs pages. Please don’t include personal data or MAC addresses -  if you copy/paste the data the forum software should blank them out for you. 

You can also 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 any/all of your network disconnections: https://www.thinkbroadband.com/broadband/monitoring/quality

Please keep us posted.

Tom

[Whitey32]

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

1	315000000	2.4	37	256 qam	23
2	139000000	1.5	36	256 qam	1
3	147000000	2.5	37	256 qam	2
4	155000000	2	37	256 qam	3
5	163000000	2	37	256 qam	4
6	171000000	2	37	256 qam	5
7	179000000	2	37	256 qam	6
8	187000000	2	37	256 qam	7
9	195000000	1.7	37	256 qam	8
10	203000000	1.5	37	256 qam	9
11	211000000	1.4	37	256 qam	10
12	219000000	1.2	37	256 qam	11
13	227000000	1.2	37	256 qam	12
14	235000000	1	37	256 qam	13
15	243000000	1	37	256 qam	14
16	251000000	0.9	37	256 qam	15
17	259000000	1	37	256 qam	16
18	267000000	1.2	37	256 qam	17
19	275000000	1.7	37	256 qam	18
20	283000000	2.2	37	256 qam	19
21	291000000	2.7	37	256 qam	20
22	299000000	2.9	37	256 qam	21
23	307000000	2.9	37	256 qam	22
24	323000000	2.4	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	162587	167115
2	Locked	36.6	873219	404000
3	Locked	37.6	778710	556392
4	Locked	37.3	720507	770577
5	Locked	37.3	664705	813003
6	Locked	37.6	613326	795288
7	Locked	37.6	562383	784987
8	Locked	37.3	519434	715925
9	Locked	37.3	484068	682681
10	Locked	37.3	455789	472449
11	Locked	37.3	426337	392586
12	Locked	37.6	402029	379388
13	Locked	37.3	379664	372076
14	Locked	37.3	358077	370216
15	Locked	37.3	333234	360799
16	Locked	37.3	309035	347789
17	Locked	37.3	284130	336536
18	Locked	37.3	266388	329969
19	Locked	37.3	243736	323354
20	Locked	37.6	223064	324949
21	Locked	37.3	204894	310402
22	Locked	37.6	190130	296759
23	Locked	37.6	176996	287621
24	Locked	37.6	148382	264952

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

1	60300014	3.7	5120	64 qam	1
2	39400041	3.55	5120	32 qam	4
3	46199996	3.65	5120	32 qam	3
4	53700021	3.65	5120	32 qam	2

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

[Whitey32]

ble Modem Status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network LogTime Priority Description

27/07/2020 21:53:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:52:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:51:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:51:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:51:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:51:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:50:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:50:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:33:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:33:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:33:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:33:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:32:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:32:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:32:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:32:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:29:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:29:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:29:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 21:29:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Whitey32]

Any ideas virgin admin?

[Megan_L]

Hi Whitey32, 

Thanks for your posts about your connection issues, I can see from your services that you have an engineer booked soon for this issue which is brilliant. Please let us know how this goes and if it resolves your issue.

Thanks,

Megan_L

[Whitey32]

7th time lucky hey......