Long standing intermittent connectivity issue

[steveb1985]

I have been suffering with intermittent internet connectivity for several months (if not years). Often the service checker cannot spot an issue, so getting any help has been tricky.

When the connection is intermittent, it also coincides with high packet loss and high jitter, especially on the upload. Presumably this is affecting the negotiation, and causing the connection to fail.

A few months ago, an engineer came out and rewired everything internally (including fixing a new internal socket). They advised if this did not fix the issue, then I should reach out again as it could be an external wiring issue.

It has happened a few times since, and this morning I called up to book another engineering appointment. They will be coming tomorrow.

I am looking for advice on anything I should capture now whilst the issue is occurring to help the engineer tomorrow, as well as looking for some potential causes so that I can ensure that the engineer resolves it this time.

I took some speedtest.net captures showing low download speed, low upload speed and high packet loss this morning.

I also collected the following from the Router Status of the hub:

Time Priority Description

30/05/2023 07:51:31 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:48:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:48:9 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:47:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:47:29 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:46:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:46:30 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:38:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:38:10 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:36:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:36:30 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:34:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:34:31 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:33:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:33:11 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:31:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:31:31 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:29:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:29:51 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 07:28:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

1 298750000 2.5 38 256 qam 21

2 138750000 4.5 38 256 qam 1

3 146750000 4.3 38 256 qam 2

4 154750000 4.1 38 256 qam 3

5 162750000 4.1 38 256 qam 4

6 170750000 4.1 38 256 qam 5

7 178750000 4.1 38 256 qam 6

8 186750000 3.9 38 256 qam 7

9 194750000 3.7 38 256 qam 8

10 202750000 3.5 38 256 qam 9

11 210750000 3.5 38 256 qam 10

12 218750000 3.4 38 256 qam 11

13 226750000 3 38 256 qam 12

14 234750000 3 38 256 qam 13

15 242750000 2.7 38 256 qam 14

16 250750000 2.7 38 256 qam 15

17 258750000 2.7 38 256 qam 16

18 266750000 2.7 38 256 qam 17

19 274750000 2.7 38 256 qam 18

20 282750000 2.4 38 256 qam 19

21 290750000 2.2 38 256 qam 20

22 306750000 2.7 38 256 qam 22

23 314750000 3 38 256 qam 23

24 322750000 3.2 38 256 qam 24

Downstream bonded channels

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

1 Locked 38.6 17 0

2 Locked 38.6 13 0

3 Locked 38.6 19 0

4 Locked 38.6 8 0

5 Locked 38.9 6 0

6 Locked 38.6 21 0

7 Locked 38.6 14 0

8 Locked 38.9 8 0

9 Locked 38.6 8 0

10 Locked 38.9 12 0

11 Locked 38.6 11 0

12 Locked 38.9 4 0

13 Locked 38.6 9 0

14 Locked 38.6 10 0

15 Locked 38.6 9 0

16 Locked 38.9 5 0

17 Locked 38.6 6 0

18 Locked 38.9 6 0

19 Locked 38.6 11 0

20 Locked 38.6 13 0

21 Locked 38.6 11 0

22 Locked 38.6 17 0

23 Locked 38.9 14 0

24 Locked 38.6 5 0

Upstream bonded channels

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

1 49600000 40.5 5120 64 qam 1

2 23600000 37.8 5120 64 qam 5

3 30100000 38.8 5120 64 qam 4

4 36600000 39.8 5120 64 qam 3

5 43100000 40.3 5120 64 qam 2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 2 0

2 ATDMA 0 0 48 3

3 ATDMA 0 0 25 5

4 ATDMA 0 0 7 4

5 ATDMA 0 0 9 1

Is anyone able to provide an analysis of the above for me?

Any help you are able to give will be greatly appreciated, as this has been driving us crazy for some time - especially as it always seems to go down when you need it most!

[Matthew_ML]

Hey steveb1985, thank you for reaching out and a warm welcome to the community I am so sorry to hear about these connection issues you've been experiencing.

Please can you keep us updated on how the visit goes tomorrow. Thanks  

[steveb1985]

Unfortunately they never turned up. You can see the details on Twitter: https://twitter.com/virginmedia/status/1663963232690741292

[Ayisha_B]

Hey @steveb1985,

I am sorry the tech did not attend. I would like to take a closer look into this but haven't been able to locate your details using your Forum credentials. 

I'll pop you a PM 📩 so we can take it from there.

Speak to you soon!