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MikeRobbo
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Message 51 of 86
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Re: Internet dropping connection


@Yellowangel83 wrote:

 🤷‍♀️


If you want assistance please start your own thread.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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JFRP
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Message 52 of 86
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Re: Internet dropping connection

Hi Zoie 

How did you get on looking at the monitor you requested I set up? 

Thanks 

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Jethwa
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Message 53 of 86
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Re: Internet dropping connection

Interesting that VM has looked in to this post complaints, when there should already some AI or manual monitoring of congestion issues.

 

Can you also look in to this issue in my area as we also are experiencing dropped connection. No physical changes made on my network but this is becoming more of an issue the past two weeks.

I also request that this is flagged as an official complaint.

 

Regards,

Jay

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Corey_C
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Message 54 of 86
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Re: Internet dropping connection

Thanks for your post, Jethwa,  yes we can check for you. I'll send you a private message to confirm your account details.

 

Cheers,

Corey C

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Corey_C
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Message 55 of 86
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Re: Internet dropping connection

Thanks for your messages and clearing data protection, Jethwa,


I have set up an engineer’s visit for you which you will be able to view from your online account here.


Cheers,
Corey C

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final_chapter
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Message 56 of 86
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Re: Internet dropping connection

I am also having regular problems with dropping out.

Logs as below.

Please can you look into this for me? As the landine is also on the network it is causing us all sorts of problems, plus zoom calling to work is a nightmare.

Many thanks.

Time Priority Description
19/07/2021 13:00:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:24:10ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:24:4ErrorService Delete rejected - Service flow not found;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:23:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:23:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:23:22ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:22:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:22:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:06:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:06:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:06:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 12:06:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:05:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:05:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:05:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:05:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:05:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:05:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:05:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 10:05:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Beth_G
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Message 57 of 86
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Re: Internet dropping connection

Hi final_chapter, 

 

Welcome to the Community Forums! It's great to have you onboard.

 

Sorry to hear you've been experiencing some issues with your broadband connection recently - I've been able to locate your account, and can see that there are some signal level issues which will require an engineer visit to put right.

 

I'm going to pop you over a PM now so I can arrange a visit for you.

 

Thanks!

 

Beth

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sbirsen853
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Message 58 of 86
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Re: Internet dropping connection

I have been experiencing the same issues since June 2020. 4 engineer visits , hub changes, cabling etc and this is still ongoing. For a while it looks ok, then the connection turns unstable again, making working from home a pain. Microsoft teams calls are disconnecting regularly.

Appreciate if someone can help identify where the issue is please.

My BQM chart can be found here :

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8591a15f940924ae090cdb81652ac5063c...

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

411000000

8.6

38

256 qam

1

2

419000000

8.6

38

256 qam

2

3

427000000

8.8

38

256 qam

3

4

435000000

9

38

256 qam

4

5

443000000

9

38

256 qam

5

6

451000000

9.1

38

256 qam

6

7

459000000

9

38

256 qam

7

8

467000000

9

37

256 qam

8

9

475000000

8.9

38

256 qam

9

10

483000000

9

38

256 qam

10

11

491000000

9.3

38

256 qam

11

12

499000000

9.3

38

256 qam

12

13

507000000

9.5

38

256 qam

13

14

515000000

9.5

38

256 qam

14

15

523000000

9.5

38

256 qam

15

16

531000000

9.4

38

256 qam

16

17

539000000

9

38

256 qam

17

18

547000000

9

37

256 qam

18

19

555000000

8.8

37

256 qam

19

20

563000000

8.9

37

256 qam

20

21

571000000

8.5

37

256 qam

21

22

579000000

8.3

37

256 qam

22

23

587000000

8

37

256 qam

23

24

595000000

8

37

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

36

0

2

Locked

38.6

43

0

3

Locked

38.6

56

0

4

Locked

38.6

50

0

5

Locked

38.6

39

0

6

Locked

38.6

42

0

7

Locked

38.6

33

0

8

Locked

37.6

38

0

9

Locked

38.6

74

0

10

Locked

38.6

46

0

11

Locked

38.6

44

0

12

Locked

38.6

46

0

13

Locked

38.9

48

0

14

Locked

38.6

45

0

15

Locked

38.6

43

0

16

Locked

38.6

65

0

17

Locked

38.6

76

0

18

Locked

37.6

87

0

19

Locked

37.6

99

0

20

Locked

37.6

105

0

21

Locked

37.3

129

0

22

Locked

37.6

136

0

23

Locked

37.6

163

0

24

Locked

37.3

150

0

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

39.3

5120

64 qam

2

2

46200049

39.5

5120

64 qam

1

3

25800000

39.5

5120

64 qam

4

4

32600000

39.3

5120

64 qam

3

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

 

Network Log

Time

Priority

Description

28/07/2021 12:41:8

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/07/2021 10:04:55

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/07/2021 07:33:58

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/07/2021 07:24:1

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/07/2021 16:54:28

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/07/2021 20:21:30

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:51:37

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:51:23

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:51:23

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:51:22

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:49:32

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:48:47

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:42:57

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:42:54

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:42:54

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:42:53

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:42:53

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:42:52

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2021 09:42:52

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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final_chapter
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Message 59 of 86
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Re: Internet dropping connection

We had an engineer come out and he said it was signal strength and made some adjustments down the road. Also tested internal connections but did not replace our hub 3.

We are the first Virgin customers at our address (new build) so I am hopeful that things have been resolved. So far (one week) it seems to have worked as by now I would have expereinced at least a couple of drop outs as things were.

I hope this helps you.

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David_Bn
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Message 60 of 86
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Re: Internet dropping connection

Thanks for your post sbirsen853, and a very warm welcome to you

 

Sorry to hear of the service issues you've been experiencing

 

I can see that you've been able to speak to our team who advised you to monitor the connection for 72 hours.

 

Looking at the stats on the hub, it doesn't look brilliant, but far from the worst we've seen, and I suspect this is why you've been asked to monitor recently.

 

Do you have issues on wired connections as well as Wi-Fi services? Do you have any Wi-Fi boosters or pods currently installed?

 

Kindest regards,

 

David_Bn

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