Millisecond Internet Dropouts - 6 Months+

[NoDropouts]

Over the last 6 months or so we've had an issue of micro dropouts, now this is not enough to cause disconnection from devices/wifi but it seems some programs are more sensitive than others, and several of those being programs used for work. VPNs, RDS, VDI's..

I've replaced several parts in the machines & cabling we use in the house. 

I am out of ideas here and this is becoming very frustrating to deal with. 

There is no rhyme or reason to these it seems and I cannot replicate them, some days there are not many others it's every 30 mins.

Last 7 days of monitor results are below. The small red packet loss pins would indicate my issue I believe. 

Monday 5th

Tuesday 6th

Wednesday 7th

Thursday 8th

Friday 9th

Saturday 10th

Sunday 11th

Monday 12th

Network Log

Time Priority Description

12-02-2024 01:11:26	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-02-2024 01:06:23	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2024 13:11:37	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2024 13:06:34	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2024 01:11:29	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2024 01:06:25	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2024 22:44:47	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2024 22:39:44	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2024 13:11:36	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2024 13:06:33	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2024 07:03:42	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2024 07:03:42	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2024 07:02:34	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2024 07:00:00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2024 13:11:28	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2024 13:06:25	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2024 03:44:41	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-02-2024 15:13:07	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-02-2024 15:08:04	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2024 19:53:18	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-02-2024 19:48:15	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-02-2024 15:44:40	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-02-2024 18:52:01	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-02-2024 18:46:58	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-02-2024 19:37:23	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-02-2024 19:32:20	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-02-2024 19:06:24	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-02-2024 19:01:21	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-02-2024 16:53:15	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-02-2024 16:48:12	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-02-2024 03:44:38	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-02-2024 02:08:50	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[NoDropouts]

3.0 Upstream channels

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

0	49600000	42.8	5120	QAM 64	1
1	43100000	42.8	5120	QAM 64	2
2	36600000	43.5	5120	QAM 64	3
3	30100000	43	5120	QAM 64	4
4	23600000	43	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	3	8	0
1	ATDMA	0	3	41	0
2	ATDMA	0	3	23	0
3	ATDMA	0	3	39	0
4	ATDMA	0	3	45	1

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10.4

38.0

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

208

74000000

7

0

[NoDropouts]

3.0 Downstream channels

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

1	331000000	9.3	42	QAM 256	25
2	139000000	9.8	42	QAM 256	1
3	147000000	9.9	42	QAM 256	2
4	155000000	10	42	QAM 256	3
5	163000000	10	42	QAM 256	4
6	171000000	9.9	42	QAM 256	5
7	179000000	9.7	42	QAM 256	6
8	187000000	9.7	42	QAM 256	7
9	195000000	9.9	42	QAM 256	8
10	203000000	9.7	42	QAM 256	9
11	211000000	10	42	QAM 256	10
12	219000000	9.7	42	QAM 256	11
13	227000000	9.6	42	QAM 256	12
14	235000000	9.6	42	QAM 256	13
15	243000000	9.5	42	QAM 256	14
16	251000000	9.1	42	QAM 256	15
17	259000000	8.5	42	QAM 256	16
18	267000000	8.7	42	QAM 256	17
19	275000000	9	42	QAM 256	18
20	283000000	9.1	42	QAM 256	19
21	291000000	9.4	42	QAM 256	20
22	299000000	9.3	42	QAM 256	21
23	307000000	9.5	42	QAM 256	22
24	315000000	9.5	42	QAM 256	23
25	323000000	9.4	42	QAM 256	24
26	339000000	9.3	42	QAM 256	26
27	347000000	9.4	42	QAM 256	27
28	355000000	9.6	42	QAM 256	28
29	363000000	9.6	42	QAM 256	29
30	371000000	9.4	42	QAM 256	30
31	379000000	9.1	42	QAM 256	31

3.0 Downstream channels

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

1	Locked	42	169	6
2	Locked	42	4771	528
3	Locked	42	24689	839
4	Locked	42	3162	511
5	Locked	42	3461	268
6	Locked	42	12734	654
7	Locked	42	11515	535
8	Locked	42	3117	247
9	Locked	42	737	112
10	Locked	42	834	204
11	Locked	42	824	347
12	Locked	42	778	364
13	Locked	42	637	148
14	Locked	42	124	41
15	Locked	42	114	46
16	Locked	42	214	34
17	Locked	42	333	38
18	Locked	42	708	56
19	Locked	42	553	26
20	Locked	42	175	26
21	Locked	42	147	19
22	Locked	42	126	10
23	Locked	42	230	13
24	Locked	42	135	11
25	Locked	42	109	0
26	Locked	42	386	1
27	Locked	42	624	37
28	Locked	42	691	100
29	Locked	42	626	54
30	Locked	42	454	7
31	Locked	42	267	1

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

37

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

37

Locked

43

9.0

3441909465

2

[Adduxi · Accepted solution]

Terrible stats. Far too many T3 errors and PostRS errors.  Possible noise ingress and the Upstream is flapping between channels? 

[NoDropouts]

Interesting, I forget what it is called but about 4-5 years ago an engineer had come and fit something to the coax cable from the wall to the router as we were causing noise for our neighbours apparently. 

Is there anything I can do from here or will this all be on Virgin to look at?

[Adduxi]

VM will need to sort this out.  All you can do is make sure the connections are at least "finger tight" as loose connections can cause noise ingress.

[Carley_S]

Hi @NoDropouts 

Welcome to the community forums 

Sorry to hear you're having connection concerns.

I can see on the systems at our side that your power levels are on the high side as well. The routers uptime is also 48 days, so I would recommend rebooting if your overall usage is high. We'll need to arrange an engineer to investigate the power level and any other concerns. 
 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.