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aredwards
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Is Virgin Media the problem for my constant network drops

Hi,

I have VM 500mb package. I've had constant problems since I joined over a year ago. I finally got a VM engineer to visit last week, and they swapped out some "20 year old" connectors at the front of the house. At first I thought it had improved, but now although it often only drops for 30sec/1min and reconnects, it seems to happen more frequently. What with working from home this is infuriating, often having to rely on my mobile hotspot as it's so bad. I have ran a BQM, not really sure if I've done it right. Could anybody help interpret the results, and if the results are bad, what are my next steps to convince Virgin that I have an issue that needs to be resolved.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/df152227bf56be622f5dc82e5ad7ca5c802a942c

 

Many thanks 

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sophist
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Re: Is Virgin Media the problem for my constant network drops

yeah that BQM is horrible.

Can you post the data from your hub - browse to it on  http://192.168.0.1 - don't log in, click Router Status - copy/paste the tables from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one..

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aredwards
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Re: Is Virgin Media the problem for my constant network drops

Thanks for the quick reply. Internet is down lol, so soon as I can get on I'll post the tables.

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Re: Is Virgin Media the problem for my constant network drops

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 48.8 5120 64 qam 4
2 46200000 49.8 5120 64 qam 3
3 53700000 51 5120 64 qam 2
4 60300000 50.8 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 15 0
2 ATDMA 0 0 18 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 4 0

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Re: Is Virgin Media the problem for my constant network drops

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 5 38 256 qam 1
2 147000000 5.9 38 256 qam 2
3 155000000 6 38 256 qam 3
4 163000000 5.9 38 256 qam 4
5 171000000 5.9 38 256 qam 5
6 179000000 5.6 38 256 qam 6
7 187000000 5.5 38 256 qam 7
8 195000000 5.1 38 256 qam 8
9 203000000 4.8 38 256 qam 9
10 211000000 4.8 38 256 qam 10
11 219000000 4.5 38 256 qam 11
12 227000000 4.3 38 256 qam 12
13 235000000 4.1 38 256 qam 13
14 243000000 3.9 38 256 qam 14
15 251000000 3.7 38 256 qam 15
16 259000000 3.7 38 256 qam 16
17 267000000 4.4 38 256 qam 17
18 275000000 4.3 38 256 qam 18
19 283000000 4.4 38 256 qam 19
20 291000000 4.8 38 256 qam 20
21 299000000 5.3 38 256 qam 21
22 307000000 5 38 256 qam 22
23 315000000 5 37 256 qam 23
24 323000000 5 37 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 46481 113470
2 Locked 38.6 44820 108709
3 Locked 38.9 43570 113825
4 Locked 38.9 43276 118323
5 Locked 38.9 42080 117654
6 Locked 38.6 50692 119877
7 Locked 38.9 41354 121563
8 Locked 38.9 40339 127509
9 Locked 38.9 40153 124041
10 Locked 38.6 39280 125641
11 Locked 38.9 38466 127531
12 Locked 38.9 37932 126456
13 Locked 38.9 37325 125522
14 Locked 38.9 37345 123812
15 Locked 38.9 36579 123205
16 Locked 38.6 36326 119722
17 Locked 38.6 35613 118188
18 Locked 38.6 34858 117881
19 Locked 38.6 34515 115883
20 Locked 38.6 33580 116671
21 Locked 38.6 33382 112122
22 Locked 38.6 32981 107495
23 Locked 37.6 32702 106300
24 Locked 37.6 31908 104767

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Re: Is Virgin Media the problem for my constant network drops

Time Priority Description
23/04/2021 10:07:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:07:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:07:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:07:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:06:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:06:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:06:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:06:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:05:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:05:9 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:04:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:04:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:02:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:02:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:02:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:02:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:02:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:01:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:01:13 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 10:00:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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lotharmat
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Re: Is Virgin Media the problem for my constant network drops

Yup - those Post RS errors look awful!!

VM need to look into this and probably book an engineer out!

Upstream power also looks on the high side!



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Re: Is Virgin Media the problem for my constant network drops

Thanks for the reply!

What is the best way to contact them, just ring 150?..

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sophist
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Re: Is Virgin Media the problem for my constant network drops


@aredwards wrote:

Thanks for the reply!

What is the best way to contact them, just ring 150?..


you can fight through on the phone, best time to call is 08:00 when lines open.. you can also wait around here - the forum staff do review posts and can arrange engineers where they are needed.. the latter is probably the easier method, as you'll have to convince them on the phone that you need one whereas at least the forum staff can see the post history/bqm etc.. it just takes a few days for them to get to it.. 

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lotharmat
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Re: Is Virgin Media the problem for my constant network drops

Personally - I'd wait on here until VM Staff respond - they are usually pretty good and seem to actually get the problem sorted - especially when you've clearly reset the hub and posted stats like you have!



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