Forum Discussion

Ancell1's avatar
Ancell1
Tuning in
8 months ago
Solved

Internet keeps dropping out intermittently for a few seconds via Ethernet & WiFi.

Hi,

Tried to phone up and got through all the steps but still having an issue mostly in the evenings where WiFi seems to drop for about a minute then come back. Issue is on cables and WiFi. 

Router restart and factory reset have not fixed issue. 

Posting power levels and router status as keep getting critical warnings. 

 

Please advise as very frustrating when gaming or sometimes even just browsing internet just stops working. 

Kind regards
Dan

 

 

 

  • jbrennand's avatar
    jbrennand
    8 months ago

    Can you post up the data differently... as per this...

    Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    8 months ago

    Can you post up the data differently... as per this...

    Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

    • Ancell1's avatar
      Ancell1
      Tuning in
      8 months ago

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

      12030000000.738256 qam9
      22110000000.238256 qam10
      3219000000-0.737256 qam11
      4227000000-0.737256 qam12
      5235000000-138256 qam13
      6243000000-0.540256 qam14
      7251000000-0.540256 qam15
      8259000000-0.740256 qam16
      9267000000-0.940256 qam17
      10275000000-0.540256 qam18
      11283000000-1.440256 qam19
      12291000000-1.938256 qam20
      13299000000-0.740256 qam21
      14307000000-1.240256 qam22
      15315000000-1.538256 qam23
      16323000000-1.240256 qam24
      17331000000-140256 qam25
      18339000000-1.238256 qam26
      19347000000-140256 qam27
      20355000000-0.540256 qam28
      21363000000-0.440256 qam29
      22371000000-0.540256 qam30
      23379000000-0.540256 qam31
      24387000000-0.740256 qam32



      Downstream bonded channels

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

      1Locked38.92141919416
      2Locked38.91969010870
      3Locked37.62182612072
      4Locked37.62124315681
      5Locked38.91668411793
      6Locked40.3147889322
      7Locked40.3111397203
      8Locked40.9121291495
      9Locked40.914066102
      10Locked40.36481633
      11Locked40.340371170
      12Locked38.978031761
      13Locked40.356781396
      14Locked40.347251767
      15Locked38.94772949
      16Locked40.36539208
      17Locked40.37184210
      18Locked38.9236280
      19Locked40.9205510
      20Locked40.314910
      21Locked40.310130
      22Locked40.97490
      23Locked40.3816210
      24Locked40.351194822

       

       

  • Ancell1's avatar
    Ancell1
    Tuning in
    8 months ago

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

    14960000048512064 qam1
    23660000046.5512064 qam3
    34310000047.3512064 qam2
    42360000044512064 qam5
    53010000045512064 qam4



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0040
    2ATDMA0060
    3ATDMA0050
    4ATDMA0060
    5ATDMA0020
  • Ancell1's avatar
    Ancell1
    Tuning in
    8 months ago

    Log

    Time Priority Description

    20/06/2024 16:53:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    20/06/2024 12:42:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    20/06/2024 11:00:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    20/06/2024 11:00:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    20/06/2024 10:03:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    20/06/2024 06:08:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    20/06/2024 03:49:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    20/06/2024 02:13:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/06/2024 08:49:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/06/2024 07:57:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/06/2024 07:57:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/06/2024 07:57:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/06/2024 05:56:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/06/2024 05:56:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/06/2024 03:10:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/06/2024 02:34:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/06/2024 01:04:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    18/06/2024 22:58:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    18/06/2024 19:07:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    18/06/2024 19:07:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
  • Ancell1's avatar
    Ancell1
    Tuning in
    8 months ago

    Thanks for the reply I will set up the monitoring graph in a while and try get this across also. 

    Many thanks. 

  • Ancell1's avatar
    Ancell1
    Tuning in
    8 months ago

    Can see from the monitor above something is going on. Seems it’s timing out and losing connection at the hub if this is correct? Seems like a lot of post errors also ? 

    Any help be great as I just can’t find a way to contact someone at Virgin. I just get told the broadband is working and there send me a text on how to do a reset. 

    Thanks in advance. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      8 months ago

      Hi Ancell1, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've been having an issue with your connection. Checking things here, whilst your power and signal levels are great, there are some other errors that are a cause for concern. 

      We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

      I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks,

    • Kath_P's avatar
      Kath_P
      Forum Team
      8 months ago

      Hi Ancell1, 

      Thanks for coming back to via private message to confirm your information. 🤩

      I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

      Just to confirm, there will be no charge for this visit unless:

      • ➡ The technician diagnoses the faults as not being caused by our network/equipment 
      • ➡ The technician discovers that the fault or problem relates to your equipment
      • ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
      • ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

      Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

      We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

      Let us know how the appointment goes. 😊

      Take care.

      • Ancell1's avatar
        Ancell1
        Tuning in
        8 months ago

        Hi Kath

        We had an engineer visit and he said the cable coming to the house needs to be replaced due to ingress. Told me he can’t do it yet as the T is buried and will need digging. 

        Oddly a second engineer also had the same job for our house. Long story short the first engineer who found the problem said the second engineer will put in for the dig task to be created. We then received a phone call later from the first engineer who said the second engineer had just closed the job down and not arranged for the dig task to be created. 

        The first engineer then said he would try to get the dig arranged but have heard nothing since. He informed us it could take 1-2 weeks but we’re not entirely sure if the dig task has been created. 

        Hope you can let me know from your end if you can see any task has been created for this to be done as don’t want to wait 2 weeks and nothing has been organised. 

        Kind regards 

        Dan

  • Martyn's avatar
    Martyn
    Superfast
    8 months ago

     I have exactly the same issue, but I'm on the xgs network :s

    • Robert_P's avatar
      Robert_P
      Forum Team
      8 months ago

      Hello Martyn

       

      Sorry to hear of the service issues experienced, we appreciate you taking the time to raise this via the forums.

       

      Due to the network you connect to, you will need to call and speak to the team for support if you haven't already. If you give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, then option 2 this will get you through to the broadband technical team who will be happy to look into this further for you.

  • Ancell1's avatar
    Ancell1
    Tuning in
    8 months ago

    Hi, 

    Can I get any update please. Not heard anything back and am unsure if there is still an active job for my internet to be fixed. 

    Many thanks 

    Dan 

    • Carley_S's avatar
      Carley_S
      Forum Team
      8 months ago

      Sorry to hear you've not heard anything back yet regarding this. 

      I can see that you're already in a private message thread with one of my colleagues on this who has been supporting. Should you've any further questions/concerns regarding the account and updates, please do reach out to them so that they can assist further with this through your already opened private message.