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Message 1 of 16
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My Internet disconnects often - Reported this many times to Virgin Media but ...

Hello,

I'm with virgin media few years now & I'm seriously thinking of leaving them. I've reported many times in the past that my internet randomly disconnects often. There is no specific time when the internet disconnects. You can say my internet disconnects 5 to 10 times a day & this is very annoying specially when you're gaming or streaming. 

I've posted this problem in the past long time ago but this is final time I'm reporting this on this forum. I've rang Virgin Media but their support tells me switch off & on the router, reset the router etc which I've done over 100 times in last few years. I think this is the ISP problem because everyone disconnects in my house.

I hope virgin media this times take this serious & take action or I have to choose someone else.

Thank you

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Alessandro Volta
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Message 2 of 16
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Re: My Internet disconnects often - Reported this many times to Virgin Media but ...

First thing to know is does this happen on both wifi and ethernet cable connected devices?

Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.

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

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 3 of 16
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Re: My Internet disconnects often - Reported this many times to Virgin Media but ...

Thanks for the reply.

Yes it happens both on wifi & ethernet.

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Message 4 of 16
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Re: My Internet disconnects often - Reported this many times to Virgin Media but ...

Thank you John,

I've just created a Broadband Quality Monitor. I hope it will find out the cause of the problem.

Thank you

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Alessandro Volta
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Message 5 of 16
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Re: My Internet disconnects often - Reported this many times to Virgin Media but ...

OK whilst waiting for the BQM to develop a sensible picture - 24h - do the below.

Also what Hub model is it (printed on its base sticker/card and what package do you have?

---------------
Do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (Hub3) and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 6 of 16
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Re: My Internet disconnects often - Reported this many times to Virgin Media but ...

Thank you John,

Yes everything is connected properly. Here are the logs. If I add downstream & upstream logs then I got error message that I,ve exceeded 20,000 words.

I am using Hub 3.0

Network Log

Time Priority Description

19/02/2020 01:26:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 23:03:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 23:01:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 22:52:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 22:48:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 18:45:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 18:45:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 15:09:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 15:08:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 14:51:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 14:45:30ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 14:30:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 14:19:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 14:16:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 13:49:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 13:46:34ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 13:19:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 12:47:41ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 12:25:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 12:20:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 7 of 16
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Re: My Internet disconnects often - Reported this many times to Virgin Media but ...

Downstream bonded channels

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

1299000000138256 qam21
22510000002.238256 qam15
32590000002.238256 qam16
42670000002.240256 qam17
52750000001.740256 qam18
62830000001.738256 qam19
7291000000138256 qam20
83070000001.238256 qam22
93150000001.240256 qam23
10323000000240256 qam24
113470000002.540256 qam25
12355000000240256 qam26
133630000001.540256 qam27
14371000000138256 qam28
153790000000.738256 qam29
163870000000.738256 qam30
173950000000.938256 qam31
184030000000.538256 qam32
19411000000038256 qam33
20419000000-1.438256 qam34
21427000000-337256 qam35
22435000000-536256 qam36
23443000000-6.736256 qam37
24451000000-6.536256 qam38



Downstream bonded channels

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

1Locked38.63095217514595
2Locked38.93308114533577
3Locked38.93309979555762
4Locked40.33661161637814
5Locked40.33320343619502
6Locked38.93005798459352
7Locked38.62595862392234
8Locked38.92445961366551
9Locked40.32137258212496
10Locked40.31456114160230
11Locked40.365184977142
12Locked40.379375085729
13Locked40.31033327107309
14Locked38.91233853105285
15Locked38.91224371105100
16Locked38.9984714396461
17Locked38.9105022688271
18Locked38.698065481425
19Locked38.61353006158692
20Locked38.61585594163612
21Locked37.61807682246026
22Locked36.61962162366841
23Locked36.32128291440275
24Locked36.31722548315682
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Message 8 of 16
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Re: My Internet disconnects often - Reported this many times to Virgin Media but ...

Upstream bonded channels

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

1537000344.771512016 qam2
2393996094.746512016 qam4
3462000984.721512016 qam3
4602999924.846512016 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 9 of 16
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Re: My Internet disconnects often - Reported this many times to Virgin Media but ...

Hello John,

I've posted all the logs.

Thank you so much for the help

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Message 10 of 16
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Re: My Internet disconnects often - Reported this many times to Virgin Media but ...

A few "possible" issues there,

All you upstream channels are on 16qam although power levels are in spec.  And there are a few downstream channels that have very different power levels from the others - someone else should comment soon on how relevant that is to your issues.

You do have a lot of postRS errors in all down channels - that might just be down to historic build up though. So can you reboot the Hub and check they have reset to 0 and then check them regularly to see if they are starting to build up over the next day or 2.


--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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