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

[JFRP]

Thanks. Good job CityFibre have just dug up the road outside. Seems we will need them. 

[NobleOx]

I have a similar problem, internet dropping out, awful looking latency issues according to BQM. Internet speed seems to take a dive randomly, I happened to be doing a speed test at the time it dropped tonight which recording a 0.09Mbps download speed.

Live BQM graph here
https://www.thinkbroadband.com/broadband/monitoring/quality/share/d9b24a60954f4576885adb2c0fba04a3ca... 

Downstream bonded channels

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

1	211000000	7.8	35	256 qam	10
2	139000000	8.1	37	256 qam	1
3	147000000	8	36	256 qam	2
4	155000000	8.4	35	256 qam	3
5	163000000	8.4	34	256 qam	4
6	171000000	8.3	36	256 qam	5
7	179000000	8	36	256 qam	6
8	187000000	8	35	256 qam	7
9	195000000	7.9	34	256 qam	8
10	203000000	7.8	35	256 qam	9
11	219000000	8	35	256 qam	11
12	227000000	8	35	256 qam	12
13	235000000	8	34	256 qam	13
14	243000000	8	35	256 qam	14
15	251000000	8.1	35	256 qam	15
16	259000000	8.1	35	256 qam	16
17	267000000	8.3	34	256 qam	17
18	275000000	8.3	34	256 qam	18
19	283000000	8.4	35	256 qam	19
20	291000000	8.4	35	256 qam	20
21	299000000	8.6	34	256 qam	21
22	307000000	8.5	35	256 qam	22
23	315000000	8.5	35	256 qam	23
24	323000000	8.9	35	256 qam	24

Downstream bonded channels

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

1	Locked	35.7	8	0
2	Locked	37.6	8	0
3	Locked	36.6	466	3870
4	Locked	35	8	0
5	Locked	34.9	12	0
6	Locked	36.3	24	0
7	Locked	36.6	21	0
8	Locked	35.5	19	0
9	Locked	34.4	43	0
10	Locked	35	18	0
11	Locked	35.5	14	0
12	Locked	35	52	0
13	Locked	34.4	81	0
14	Locked	35	13	0
15	Locked	35.5	5	0
16	Locked	35.5	5	0
17	Locked	34.9	22	0
18	Locked	34.4	46	0
19	Locked	35	8	0
20	Locked	35.5	8	0
21	Locked	34.9	14	0
22	Locked	35.7	8	0
23	Locked	35	6	0
24	Locked	35.7	6	0

Upstream bonded channels

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

1	39399966	38.5	5120	64 qam	6
2	32599991	38.5	5120	64 qam	7
3	46200004	38.5	5120	64 qam	5

Network Log

Time

Priority

Description

24/11/2020 06:31:37

Warning!

RCS Partial Service

23/11/2020 18:02:53

critical

No Ranging Response received - T3 time-out

23/11/2020 10:47:28

Warning!

RCS Partial Service

23/11/2020 10:47:28

critical

SYNC Timing Synchronization failure - Loss of Sync

23/11/2020 10:47:27

Warning!

RCS Partial Service

23/11/2020 10:47:27

critical

SYNC Timing Synchronization failure - Loss of Sync

23/11/2020 10:47:23

Warning!

RCS Partial Service

23/11/2020 10:47:13

Warning!

Lost MDD Timeout

23/11/2020 10:47:8

critical

SYNC Timing Synchronization failure - Loss of Sync

23/11/2020 10:47:7

Warning!

RCS Partial Service

23/11/2020 10:47:7

critical

SYNC Timing Synchronization failure - Loss of Sync

23/11/2020 10:21:54

Warning!

RCS Partial Service

23/11/2020 10:03:23

critical

No Ranging Response received - T3 time-out

22/11/2020 15:50:1

Warning!

RCS Partial Service

22/11/2020 14:39:34

critical

No Ranging Response received - T3 time-out

22/11/2020 10:51:36

Warning!

RCS Partial Service

22/11/2020 10:51:6

Warning!

Lost MDD Timeout

22/11/2020 10:51:1

critical

SYNC Timing Synchronization failure - Loss of Sync

22/11/2020 10:51:1

Warning!

RCS Partial Service

22/11/2020 10:51:1

critical

SYNC Timing Synchronization failure - Loss of Sync

[gary_dexter]

---

@NobleOx wrote:

I have a similar problem, internet dropping out, awful looking latency issues according to BQM. Internet speed seems to take a dive randomly, I happened to be doing a speed test at the time it dropped tonight which recording a 0.09Mbps download speed.

Live BQM graph here
https://www.thinkbroadband.com/broadband/monitoring/quality/share/d9b24a60954f4576885adb2c0fba04a3ca... 

Downstream bonded channels

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

1	211000000	7.8	35	256 qam	10
2	139000000	8.1	37	256 qam	1
3	147000000	8	36	256 qam	2
4	155000000	8.4	35	256 qam	3
5	163000000	8.4	34	256 qam	4
6	171000000	8.3	36	256 qam	5
7	179000000	8	36	256 qam	6
8	187000000	8	35	256 qam	7
9	195000000	7.9	34	256 qam	8
10	203000000	7.8	35	256 qam	9
11	219000000	8	35	256 qam	11
12	227000000	8	35	256 qam	12
13	235000000	8	34	256 qam	13
14	243000000	8	35	256 qam	14
15	251000000	8.1	35	256 qam	15
16	259000000	8.1	35	256 qam	16
17	267000000	8.3	34	256 qam	17
18	275000000	8.3	34	256 qam	18
19	283000000	8.4	35	256 qam	19
20	291000000	8.4	35	256 qam	20
21	299000000	8.6	34	256 qam	21
22	307000000	8.5	35	256 qam	22
23	315000000	8.5	35	256 qam	23
24	323000000	8.9	35	256 qam	24

Downstream bonded channels

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

1	Locked	35.7	8	0
2	Locked	37.6	8	0
3	Locked	36.6	466	3870
4	Locked	35	8	0
5	Locked	34.9	12	0
6	Locked	36.3	24	0
7	Locked	36.6	21	0
8	Locked	35.5	19	0
9	Locked	34.4	43	0
10	Locked	35	18	0
11	Locked	35.5	14	0
12	Locked	35	52	0
13	Locked	34.4	81	0
14	Locked	35	13	0
15	Locked	35.5	5	0
16	Locked	35.5	5	0
17	Locked	34.9	22	0
18	Locked	34.4	46	0
19	Locked	35	8	0
20	Locked	35.5	8	0
21	Locked	34.9	14	0
22	Locked	35.7	8	0
23	Locked	35	6	0
24	Locked	35.7	6	0

Upstream bonded channels

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

1	39399966	38.5	5120	64 qam	6
2	32599991	38.5	5120	64 qam	7
3	46200004	38.5	5120	64 qam	5

Network Log

Time

Priority

Description

24/11/2020 06:31:37

Warning!

RCS Partial Service

23/11/2020 18:02:53

critical

No Ranging Response received - T3 time-out

23/11/2020 10:47:28

Warning!

RCS Partial Service

23/11/2020 10:47:28

critical

SYNC Timing Synchronization failure - Loss of Sync

23/11/2020 10:47:27

Warning!

RCS Partial Service

23/11/2020 10:47:27

critical

SYNC Timing Synchronization failure - Loss of Sync

23/11/2020 10:47:23

Warning!

RCS Partial Service

23/11/2020 10:47:13

Warning!

Lost MDD Timeout

23/11/2020 10:47:8

critical

SYNC Timing Synchronization failure - Loss of Sync

23/11/2020 10:47:7

Warning!

RCS Partial Service

23/11/2020 10:47:7

critical

SYNC Timing Synchronization failure - Loss of Sync

23/11/2020 10:21:54

Warning!

RCS Partial Service

23/11/2020 10:03:23

critical

No Ranging Response received - T3 time-out

22/11/2020 15:50:1

Warning!

RCS Partial Service

22/11/2020 14:39:34

critical

No Ranging Response received - T3 time-out

22/11/2020 10:51:36

Warning!

RCS Partial Service

22/11/2020 10:51:6

Warning!

Lost MDD Timeout

22/11/2020 10:51:1

critical

SYNC Timing Synchronization failure - Loss of Sync

22/11/2020 10:51:1

Warning!

RCS Partial Service

22/11/2020 10:51:1

critical

SYNC Timing Synchronization failure - Loss of Sync

---

Please start your own thread for assistance 

[Ashdowners]

Yep, me too. My connection has been great for weeks but today has been awful. I’ll run a quality test tomorrow. 

[gary_dexter]

---

@Ashdowners wrote:

Yep, me too. My connection has been great for weeks but today has been awful. I’ll run a quality test tomorrow. 

---

Please start your own thread for assistance 

[Ashdowners]

OK, but we have all been getting support on this common issue through this thread since July. Why the change?

[Currently connected through my phone, because my 200mb Virgin Broadband just won't play today]

[MikeRobbo]

---

@Ashdowners wrote:

OK, but we have all been getting support on this common issue through this thread since July. Why the change?

[Currently connected through my phone, because my 200mb Virgin Broadband just won't play today]

---

It can only be a common issue if you are connected to the same street cabinet with the same cable.

[Ashdowners]

OK, thanks

[n6044811]

Hi there,

I too am having problems with intermittent dropping of my internet connection on a daily basis.  I've pasted below by BQM typical experience (lots of packet loss) and status from my Hub 3.0.  Can somebody help?

Thanks, Matt

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ebd4cf3c07c911f97be709d4f2990de4df...

Network Log

Time	Priority	Description
25/11/2020 11:35:56	notice	LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
25/11/2020 11:33:27	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
25/11/2020 09:40:0	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:12	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 09:09:55	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 09:07:10	Warning!	Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 09:07:6	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 09:07:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 09:07:6	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 09:07:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 05:23:48	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 23:06:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 19:50:11	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 11:06:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 18:29:4	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 14:45:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 16:19:44	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 11:01:37	notice	SW download Successful - Via Config file
15/11/2020 10:59:37	notice	SW Download INIT - Via Config file
13/11/2020 03:27:30	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

[Yellowangel83]

Our devices keep disconnecting from our hub either multiple times in one day or throughout the week.I have messaged and called and all I get is there is no problems with it.Well why do all our devices keep disconnecting from it.you pay for something and can't use it properly 🤷‍♀️