Menu
Reply
  • 5
  • 0
  • 0
Chris9718
Joining in
307 Views
Message 1 of 10
Flag for a moderator

Internet intermittent

Having issues with the internet in our flat. We have a Hub 3.0 that has a consistently intermittent connection (every 2-3 minutes the connection drops for >30 seconds), and it is making it unuseable.

 

I've set up a BQM (linked below) to illustrate the large packet losses 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7471d52de8e2a23c07757d973ab2114e4d059b4f

 VM4191241

Also attached some MultiPing results. The first is as a result of connecting to the router via ethernet.

VM-Wired.PNG

The second image below illustrates the quality of the internet when connected wirelessly

VM-Wireless.PNG

The red spikes are indicative of 100% packet losses (total connection dropouts).

Also attached some inSSIDer screengrabs, if they help narrow the issue.

inSSIDer Screengrabs.PNG

0 Kudos
Reply
  • 5.72K
  • 440
  • 951
Tudor
Hero
284 Views
Message 2 of 10
Flag for a moderator

Re: Internet intermittent

The last graph is for WiFi. Are you testing only with WiFi devices or have you tested with any wired devices?


There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal
0 Kudos
Reply
  • 5
  • 0
  • 0
Chris9718
Joining in
259 Views
Message 3 of 10
Flag for a moderator

Re: Internet intermittent

Yes, I have tested with a wired device. 


This is shown on the first MultiPing result, copied again below:VM-Wired.PNG

 

The red vertical bars indiciate 100% packet loss (drop in connection). As you can see this hapens frequently every 2-3 minutes for 30-60 seconds at a time. It makes using the internet unbearable.

0 Kudos
Reply
  • 5.72K
  • 440
  • 951
Tudor
Hero
245 Views
Message 4 of 10
Flag for a moderator

Re: Internet intermittent

Go into your hub on 192.168.0.1 and post your up/down stream stats and network log.  


There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal
0 Kudos
Reply
  • 10.87K
  • 406
  • 1.24K
Forum Team (Retired) Nicola_C
Forum Team (Retired)
217 Views
Message 5 of 10
Flag for a moderator

Re: Internet intermittent

Hello Chris9718

Perplexing, as it all looks good here. No area problems in the logs, hub and line stats good, hub reporting being continuously online for the last 4 days. I have been pinging your public IP with no loss, hm if it is still happening I wonder if it is worth monitoring simultaneous pings not only to google but to the bbc.co.uk say, hub gateway 192.168.0.1 and loopback 127.0.0.1 to help narrow it down.

Thank you 

Nicola

Virgin Media Forum Team
0 Kudos
Reply
  • 5
  • 0
  • 0
Chris9718
Joining in
201 Views
Message 6 of 10
Flag for a moderator

Re: Internet intermittent

Downstream stats:

Downstream bonded channels

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

12990000003.237256 qam21
2323000000338256 qam24
33150000003.438256 qam23
43070000003.537256 qam22
52910000002.937256 qam20
62830000003.237256 qam19
7275000000338256 qam18
82670000002.737256 qam17
92590000002.238256 qam16
102510000002.438256 qam15
112430000002.537256 qam14
122350000002.537256 qam13
132270000002.737256 qam12
142190000002.737256 qam11
152110000002.737256 qam10
16203000000338256 qam9
17195000000338256 qam8
181870000003.237256 qam7
19179000000337256 qam6
201710000003.237256 qam5
211630000003.237256 qam4
22155000000337256 qam3
231470000003.237256 qam2
24139000000337256 qam1



Downstream bonded channels

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

1Locked37.65036003593584
2Locked38.93430734258575
3Locked38.93210814096161
4Locked37.63520943963530
5Locked37.64707874376042
6Locked37.63906814570113
7Locked38.94022124544552
8Locked37.64739034817843
9Locked38.65079915216304
10Locked38.65262304911280
11Locked37.64605975104796
12Locked37.64745035141151
13Locked37.64835515427142
14Locked37.65333405920149
15Locked37.65453415686057
16Locked38.65780996335382
17Locked38.66112536309634
18Locked37.66482166941172
19Locked37.68548286868152
20Locked37.67580466543530
21Locked37.68513136852753
22Locked37.69631357147656
23Locked37.611254256646784
24Locked37.611151077019800

 

Upstream Stats:

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000047.5512064 qam25
23260000048512064 qam27
32580000048.5512064 qam28
43940000048512064 qam26


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00790
2ATDMA001310
3ATDMA001080
4ATDMA0050

Network Log:

 
 
0 Kudos
Reply
  • 5
  • 0
  • 0
Chris9718
Joining in
199 Views
Message 7 of 10
Flag for a moderator

Re: Internet intermittent

Network LogTime Priority Description
2018-10-09 10:49:49.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 10:49:49.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:00:47.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:00:47.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:03:01.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:03:02.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:03:47.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:03:47.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:03:47.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:03:47.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:12:32.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:12:32.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:13:31.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:13:31.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:53:56.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:53:56.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:57:45.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 11:57:46.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 12:02:21.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-09 12:02:21.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
  • 5
  • 0
  • 0
Chris9718
Joining in
198 Views
Message 8 of 10
Flag for a moderator

Re: Internet intermittent

The problem is still ongoing. The broadband quality monitor i've linked to shows complete disconnections (red peaks on the spectra) consitently every day. On saturday it was especially bad.

[image removed]

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

0 Kudos
Reply
  • 9.07K
  • 248
  • 544
Forum Team (Retired) Nat_J
Forum Team (Retired)
155 Views
Message 9 of 10
Flag for a moderator

Re: Internet intermittent

Sorry to hear this Chris9718,

 

I'd like to help.

 

I've sent you a private message so that we can chat some more about this.

 

Speak soon,

 

Nat_J

 

 


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply
  • 9.07K
  • 248
  • 544
Forum Team (Retired) Nat_J
Forum Team (Retired)
125 Views
Message 10 of 10
Flag for a moderator

Re: Internet intermittent

Thanks for getting back to me,

 

I've located the relevant details and there are some timeouts developing via the equipment levels at the moment.

 

I've sent you another private message so that we can get an engineer visit arranged.

 

Nat_J


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply