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

[Ancell1]

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 · Accepted solution]

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]

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

1	203000000	0.7	38	256 qam	9
2	211000000	0.2	38	256 qam	10
3	219000000	-0.7	37	256 qam	11
4	227000000	-0.7	37	256 qam	12
5	235000000	-1	38	256 qam	13
6	243000000	-0.5	40	256 qam	14
7	251000000	-0.5	40	256 qam	15
8	259000000	-0.7	40	256 qam	16
9	267000000	-0.9	40	256 qam	17
10	275000000	-0.5	40	256 qam	18
11	283000000	-1.4	40	256 qam	19
12	291000000	-1.9	38	256 qam	20
13	299000000	-0.7	40	256 qam	21
14	307000000	-1.2	40	256 qam	22
15	315000000	-1.5	38	256 qam	23
16	323000000	-1.2	40	256 qam	24
17	331000000	-1	40	256 qam	25
18	339000000	-1.2	38	256 qam	26
19	347000000	-1	40	256 qam	27
20	355000000	-0.5	40	256 qam	28
21	363000000	-0.4	40	256 qam	29
22	371000000	-0.5	40	256 qam	30
23	379000000	-0.5	40	256 qam	31
24	387000000	-0.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	21419	19416
2	Locked	38.9	19690	10870
3	Locked	37.6	21826	12072
4	Locked	37.6	21243	15681
5	Locked	38.9	16684	11793
6	Locked	40.3	14788	9322
7	Locked	40.3	11139	7203
8	Locked	40.9	12129	1495
9	Locked	40.9	14066	102
10	Locked	40.3	6481	633
11	Locked	40.3	4037	1170
12	Locked	38.9	7803	1761
13	Locked	40.3	5678	1396
14	Locked	40.3	4725	1767
15	Locked	38.9	4772	949
16	Locked	40.3	6539	208
17	Locked	40.3	7184	210
18	Locked	38.9	2362	80
19	Locked	40.9	2055	10
20	Locked	40.3	1491	0
21	Locked	40.3	1013	0
22	Locked	40.9	749	0
23	Locked	40.3	816	210
24	Locked	40.3	5119	4822

[Ancell1]

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

1	49600000	48	5120	64 qam	1
2	36600000	46.5	5120	64 qam	3
3	43100000	47.3	5120	64 qam	2
4	23600000	44	5120	64 qam	5
5	30100000	45	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	6	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	6	0
5	ATDMA	0	0	2	0

[Ancell1]

Log

Time Priority Description

20/06/2024 16:53:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2024 12:42:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2024 11:00:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2024 11:00:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2024 10:03:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2024 06:08:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2024 03:49:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2024 02:13:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2024 08:49:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2024 07:57:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2024 07:57:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2024 07:57:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2024 05:56:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2024 05:56:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2024 03:10:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2024 02:34:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2024 01:04:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2024 22:58:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2024 19:07:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2024 19:07:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ancell1]

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

Many thanks. 

[Ancell1]

Live Graph 

Broadband Quality Monitor above. 

[Ancell1]

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. 

[jbrennand]

A VM person will respond here soon

[Kath_P]

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,