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Message 1 of 23
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Issue With Wired and Wireless Connection

Hello, 

Over the past two weeks I have been experiencing an issue where my Internet for both wired and wireless connection just drops for no apparent reason. After hours on the text service offered by Virgin Media and one phone call where I was told to move my router away from the TV as this might be causing the wired connection to have issues (which may be correct but makes literally no sense in my opinion), I am still having the same trouble. 

I have been told on countless occasions over the past week that it is my fault and not Virgin Media, so I decided to use a broadband quality monitor which clearly shows frequent packet loss on the network and it's severely affecting my work from home. 

I was offered a new hub by a previous engineer I called, as the pin-hole reset did not resolve the problem. However, since calling back as the previous engineer told me to do; I have been unable to get a new router due to the fact I am lying... 

Any help getting this resolved would help greatly, thank you. 

link to the broadband quality monitor: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/de1ed5913113ba1f16d0dec836dfbc0b008228c2
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Message 2 of 23
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Re: Issue With Wired and Wireless Connection

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: Issue With Wired and Wireless Connection

Heya Scott, 

Thanks for the helpful reply 🙂 

I think I have done this correctly, below you'll find the data you asked for and if it isn't done correctly; I do apologise. 

Downstream:

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

14582500009.337256 qam7
24662500008.837256 qam8
34742500008.937256 qam9
44822500008.937256 qam10
54902500008.837256 qam11
64982500008.837256 qam12
75062500008.337256 qam13
85142500008.137256 qam14
95222500008.337256 qam15
105302500008.438256 qam16
115382500008.138256 qam17
125462500007.937256 qam18
135542500006.537256 qam19
145622500008.838256 qam20
155702500008.638256 qam21
165782500008.438256 qam22
175862500008.338256 qam23
18594250000838256 qam24
196582500006.937256 qam25
206662500006.537256 qam26
216742500006.337256 qam27
226822500005.937256 qam28
236902500005.637256 qam29
246982500005.537256 qam30

 

Upstream: 

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

1394000004.4512064 qam6
2462000004.375512064 qam5
3258000004.425512064 qam8
4326000004.425512064 qam7

 

Network Log: 

Time Priority Description

Network Log (had to screenshot as it wouldn't allow me to copy & paste the data straight in as it was an error)

Untitled.png

Thanks, 
Jon 🙂

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Message 4 of 23
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Re: Issue With Wired and Wireless Connection

@fantasyjon The screenshot of your log you uploaded has been rejected to protect your privacy as it contains MAC addresses.  If you copy and paste the log instead then the forum should auto censor the MAC addresses when you post it.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Message 5 of 23
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Re: Issue With Wired and Wireless Connection

Heya, 

This is the information I could find 🙂 

Downstream: 

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

14582500009.337256 qam7
24662500008.837256 qam8
34742500008.937256 qam9
44822500008.937256 qam10
54902500008.837256 qam11
64982500008.837256 qam12
75062500008.337256 qam13
85142500008.137256 qam14
95222500008.337256 qam15
105302500008.438256 qam16
115382500008.138256 qam17
125462500007.937256 qam18
135542500006.537256 qam19
145622500008.838256 qam20
155702500008.638256 qam21
165782500008.438256 qam22
175862500008.338256 qam23
18594250000838256 qam24
196582500006.937256 qam25
206662500006.537256 qam26
216742500006.337256 qam27
226822500005.937256 qam28
236902500005.637256 qam29
246982500005.537256 qam30

 

Upstream: 

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

1394000004.4512064 qam6
2462000004.375512064 qam5
3258000004.425512064 qam8
4326000004.425512064 qam7

 

Network Log: 

Time Priority Description

14/06/2020 13:39:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 13:39:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 13:39:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 13:39:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 13:38:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 13:38:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 13:38:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 13:38:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 13:36:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 13:36:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 12:16:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 12:16:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 12:11:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 12:11:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 12:10:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 12:10:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 12:10:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 12:10:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 12:06:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 12:06:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


Thanks, 
Jon. 

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Message 6 of 23
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Re: Issue With Wired and Wireless Connection

Done that now, sorry 🙂

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Message 7 of 23
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Re: Issue With Wired and Wireless Connection

@fantasyjon The network log doesn't look too healthy with all those "RCS Partial Service" errors.  Could you post the second half of the downstream figures?  There is a second set of figures on the downstream tab with different headings.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: Issue With Wired and Wireless Connection

Heya, 

Is this the correct thing? 

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

1Locked37.31283361309371
2Locked37.31284560322277
3Locked37.31254424365334
4Locked37.31192205396617
5Locked37.61155794413998
6Locked37.31140033410111
7Locked37.61126936429096
8Locked37.61106438415787
9Locked37.61069550393814
10Locked38.61021438424864
11Locked37.31006146420220
12Locked37.61015492408788
13Locked37.6999730412520
14Locked37.6904143380826
15Locked38.6847196405118
16Locked38.6818878415339
17Locked38.6798991398932
18Locked37.6734991389772
19Locked37.3990121394161
20Locked37.61040123396122
21Locked37.31084265397675
22Locked37.31158622408683
23Locked37.31179223415269
24Locked37.31165881427467


Thanks, 
Jon 🙂

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Message 9 of 23
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Re: Issue With Wired and Wireless Connection

Thanks Jon, that's the figures I was after.

So that is showing an awful lot of Post RS errors which is not normal and combined with the errors in the log suggests your connection has an issue.

As the call centre are reluctant to help fix this, I suggest waiting for one of the forum team to get to this thread and hopefully they will be able to provide better assistance.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Message 10 of 23
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Re: Issue With Wired and Wireless Connection

Thanks for your help, at least you've noticed there is a problem and it isn't just me going completely mad haha 🙂 hopefully the forum staff can help me get this resolved 

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