Multiple dropout/disconnects today

[Trundlore]

Hi,

A while ago we went through a period of unreliable connectivity where the online checker, the account connection status etc all said everything was fine but the phone line had an automatic message saying there was an issue in the area. That was meant to be fixed mid-April.

I cleared down the logs on the router about a month ago and we seem to be back to getting tons of errors, especially POST RS ERRORS. here is my current log.

Downstream bonded channels

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

1	Locked	40.3	133179	61999
2	Locked	40.3	130876	59873
3	Locked	40.3	126379	56026
4	Locked	39.3	128429	52314
5	Locked	40.3	122390	48723
6	Locked	40.3	120787	45723
7	Locked	39.3	127454	43748
8	Locked	38.9	159668	41232
9	Locked	38.9	155984	40345
10	Locked	40.3	104696	38037
11	Locked	40.3	89365	35689
12	Locked	40.3	84751	34131
13	Locked	40.3	82116	31783
14	Locked	40.3	78908	31464
15	Locked	40.3	76420	29401
16	Locked	40.3	74886	28003
17	Locked	40.9	70637	26823
18	Locked	40.9	61662	21614
19	Locked	40.3	61380	21396
20	Locked	40.3	59581	20031
21	Locked	40.3	58012	18776
22	Locked	38.9	58178	18902
23	Locked	38.9	56907	17605
24	Locked	40.9	54110	17165

This seems pretty awful. can anything be done?

[conman33158]

You can ring Virgin about this with maybe a fix date for the future but to be honest they have a tendency to apply fix dates only to keep moving them forward and then ending up with nothing being done for months at a time 😞

Can you please upload your router stats and set up a BQM

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

Do NOT log in, just click “Check Router Status” at the bottom of the page. Sometimes the “Check Router Status” is missing, in this case just go ahead and log in and go to Advanced Settings-> Tools-> Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again.

Do not try to fit everything in one post! You can use more than one post for each item if needed!

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Under your graph you just created Click (Share Live Graph)

Copy the text in the “Direct Link” box and paste it on here

[Trundlore]

Thanks for the reply. here is the output requested:

Downstream:

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

1	202750000	8.3	38	256 qam	9
2	210750000	8	38	256 qam	10
3	218750000	7.9	40	256 qam	11
4	226750000	7.5	38	256 qam	12
5	234750000	7.1	38	256 qam	13
6	242750000	7	38	256 qam	14
7	250750000	6.5	38	256 qam	15
8	258750000	5.4	38	256 qam	16
9	266750000	5.8	38	256 qam	17
10	274750000	7	38	256 qam	18
11	282750000	7.8	39	256 qam	19
12	290750000	7.5	38	256 qam	20
13	298750000	7.6	38	256 qam	21
14	306750000	7.8	39	256 qam	22
15	314750000	8.1	40	256 qam	23
16	322750000	8	38	256 qam	24
17	330750000	8	39	256 qam	25
18	370750000	7.8	40	256 qam	26
19	378750000	8	39	256 qam	27
20	386750000	8	39	256 qam	28
21	394750000	7.3	38	256 qam	29
22	402750000	6.4	38	256 qam	30
23	410750000	6	38	256 qam	31
24	418750000	6.1	39	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	145380	65589
2	Locked	38.9	143225	63299
3	Locked	40.3	138397	59242
4	Locked	38.9	140744	55444
5	Locked	38.9	134679	51905
6	Locked	38.9	133599	48410
7	Locked	38.9	142959	46543
8	Locked	38.6	180725	43778
9	Locked	38.9	171716	42933
10	Locked	38.9	114370	40512
11	Locked	39.8	97851	38091
12	Locked	38.9	92919	36199
13	Locked	38.9	89974	33942
14	Locked	39.3	86360	33379
15	Locked	40.3	83504	31238
16	Locked	38.9	81994	29724
17	Locked	39.8	77147	28576
18	Locked	40.3	67608	22951
19	Locked	39.3	67397	22663
20	Locked	39.3	65371	21278
21	Locked	38.6	63791	20046
22	Locked	38.9	64105	20183
23	Locked	38.9	62604	18796
24	Locked	39.8	59305	18248

[Trundlore]

Upstream:

Upstream bonded channels

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

1	60300029	42	5120	64 qam	5
2	53700000	41.5	5120	64 qam	6
3	39400000	40.8	5120	64 qam	8
4	46200000	41.3	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	10	0
3	ATDMA	0	0	6	0
4	ATDMA	0	0	414	0

Configuration:

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow

SFID	870522
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	870521
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[Trundlore]

Network Log:

Network Log

Time Priority Description

16/05/2021 13:16:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 05:48:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 20:16:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 20:16:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 16:23:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 15:26:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 15:26:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 15:20:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 15:20:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 15:20:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 15:17:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 15:16:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 14:52:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 14:52:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 14:48:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 14:48:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 14:47:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 14:47:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 13:29:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 10:23:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

BQM link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9023c0d68bb253bbdd3dcc31d6357b3c17e25f3f

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/9023c0d68bb253bbdd3dcc31d6357b3c17e25f3f"><img alt="My Broadband Ping - Home Virgin Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/9023c0d68bb253bbdd3dcc31d6357b3c17e25f3f.png" /></a>

[conman33158]

You have far too many Post RS Errors and also far too many T3 Timeouts. This is an indication that there may be a line fault. You're BQM actually doesn't look to bad compared to some.

Have you tried a full factory reset to clear the errors and see how quickly they rise? Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 10-15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.
Please ensure that your WiFi network password is still readable on the Hub sticker before you do this or that you at least have a copy of your original network password 🙂

Have you Checked service status and also called 0800 561 0061 for the most up to date faults information in your area to see if there is still an open fault?

[Trundlore]

I did a full reset about a month ago i think and confirmed it had reset the stats to 0. I'll give it another reset in the next day or so (need to be online most of today). I can post back on how many errors are ranked up in a few days and a week.

The BQM showing OK has been kind of the frustrating thing (and kind of confusing for the kit at times) as often the line seems to be up but nothing is really happening.

Is the best bet to log a call with VM? should a ticket be raised separately of any 'known' local issues in case there is a separate issue?

Also curious if anyone knows why when there is a local issue known to the call centre why this isn't noted on the website service status or account service status?

[conman33158 · Accepted solution]

You'd be better calling it in mate. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative.

[Jodi_S]

Hi Trundlore,

Thanks for posting on our community forums. Sorry to hear you've been experiencing issues with our internet services, we understand the disruption and frustration this issues causes. 

Remotely looking from our end with the details you have provided from your community profile we have located your account and can see there a short term network issue which is affecting your services. This will not be logged on our service status page as it is not affecting all customers.

Can we ask as if anything has improved since your last post or are you still experiencing the ongoing issues?

Please let us know so we can assist you further.

Kind regards Jodi. 

[Trundlore]

Hi,

I would say it is maybe a little less frequent but still regular