Internet keeps randomly dropping out.

[Stephen403]

Hello.

So my internet keeps disconnecting randomly nearly everyday and it will only happen for less than a minute. Sometimes i can go for a few days without it happening, it is very frustrating as i keep disconnecting from games that i play. Very rarely only the wifi will stop working but the wired connection will still work.

This is the BQM 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a473f01439fde58994471789fafb60a44bcc4a5b

This is the info from my router

Downstream bonded channels

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

1	299000000	1	38	256 qam	21
2	235000000	0.2	38	256 qam	13
3	243000000	0.2	39	256 qam	14
4	251000000	0.7	38	256 qam	15
5	259000000	0.7	40	256 qam	16
6	267000000	0.7	38	256 qam	17
7	275000000	0.4	40	256 qam	18
8	283000000	0.5	38	256 qam	19
9	291000000	0.7	39	256 qam	20
10	307000000	0.9	38	256 qam	22
11	315000000	0.7	38	256 qam	23
12	323000000	0.5	38	256 qam	24
13	331000000	1	38	256 qam	25
14	339000000	1.4	38	256 qam	26
15	347000000	1.2	40	256 qam	27
16	355000000	0.7	40	256 qam	28
17	363000000	0.4	40	256 qam	29
18	371000000	0.4	40	256 qam	30
19	379000000	0.7	38	256 qam	31
20	387000000	0.9	38	256 qam	32
21	395000000	0.9	38	256 qam	34
22	403000000	0.4	38	256 qam	35
23	411000000	0.5	38	256 qam	36
24	419000000	0.7	38	256 qam	37

Downstream bonded channels

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

1	Locked	38.9	2310595	3861767
2	Locked	38.9	8516319	6288923
3	Locked	39.8	3580252	4964779
4	Locked	38.9	3003157	4720126
5	Locked	40.3	3738539	4646489
6	Locked	38.9	6029556	5088429
7	Locked	40.3	5091669	4504518
8	Locked	38.6	2802578	4108707
9	Locked	39.8	2393078	3983323
10	Locked	38.9	2215789	3742269
11	Locked	38.6	2392637	3682442
12	Locked	38.9	2751147	3646621
13	Locked	38.6	2152454	3516043
14	Locked	38.9	1983579	3441573
15	Locked	40.3	1978554	3419924
16	Locked	40.9	2047639	3381248
17	Locked	40.3	1996249	3306318
18	Locked	40.3	2082004	3167804
19	Locked	38.9	2079006	3091977
20	Locked	38.6	1912332	3000462
21	Locked	38.6	1809566	2791777
22	Locked	38.9	1673879	2593135
23	Locked	38.9	1636182	2501907
24	Locked	38.9	1629403	2414141

Upstream bonded channels

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

1	53700009	47.5	5120	64 qam	2
2	46199990	47.8	5120	64 qam	3
3	39400019	49.5	5120	64 qam	4
4	32600000	49	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	18	0
2	ATDMA	0	0	23	0
3	ATDMA	0	0	28	0
4	ATDMA	0	0	36	0

[Stephen403]

This was the latest dropout

Network Log

Time Priority Description

15/09/2022 17:15:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 17:15:9	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 17:14:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 17:01:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 17:01:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 17:00:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:52:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:47:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:47:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:45:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:45:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:40:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:40:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:32:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:32:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:30:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:30:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:21:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:21:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2022 16:20:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ilyas_Y]

Hey there @Stephen403, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the connection.
I will investigate this further for you.
I will send a private message - watch out for the purple envelope inviting you in to a private chat.

Kind regards.