Ongoing intermittent connectivity issues since November

[Varchola]

Hello,

Decided to try and post here as my experience with using the phone support has been less than stellar. Since late November I've been having issues with intermittent loss of connectivity. This occus several times in a day where I completely lose connection for about 30 minutes at a time. During this I have full access to my HUB, no packet loss or other issues on that leg. The HUB however cannot reach anything on its outside interface.

I've had a Virgin engineer come check my home environment and replace the HUB. This made no difference. Calling in to support always results in them needing to monitor my connection and saying they will call back. They never called me  back. Feels like groundhog day each time I call in. Trying this forum as a last resort before looking into cancellation, as the service provided currently is a joke.

Saw other people in similar situations post their downstream/upstream channels and logs so here's mine. Hopefully some wizard on here can fix this long standing headache!

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 379000000 1.9 38 256 qam 31
2 203000000 3.2 38 256 qam 9
3 211000000 3.2 38 256 qam 10
4 219000000 3 38 256 qam 11
5 227000000 2.9 38 256 qam 12
6 235000000 2.9 38 256 qam 13
7 243000000 2.9 38 256 qam 14
8 251000000 3 38 256 qam 15
9 259000000 3.2 38 256 qam 16
10 267000000 3.2 40 256 qam 17
11 275000000 3 40 256 qam 18
12 283000000 3 39 256 qam 19
13 291000000 2.9 38 256 qam 20
14 299000000 2.7 38 256 qam 21
15 307000000 2 38 256 qam 22
16 315000000 0.7 38 256 qam 23
17 323000000 0.5 38 256 qam 24
18 331000000 1.5 38 256 qam 25
19 339000000 2 38 256 qam 26
20 347000000 2.2 40 256 qam 27
21 355000000 2 38 256 qam 28
22 363000000 2 38 256 qam 29
23 371000000 2 38 256 qam 30
24 387000000 1.5 38 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 107 500
2 Locked 38.6 50 0
3 Locked 38.9 77 0
4 Locked 38.9 66 51
5 Locked 38.9 105 0
6 Locked 38.9 93 31
7 Locked 38.6 81 5
8 Locked 38.9 32 0
9 Locked 38.9 12 0
10 Locked 40.3 10 0
11 Locked 40.3 4 0
12 Locked 38.9 6 0
13 Locked 38.9 7 0
14 Locked 38.9 7 0
15 Locked 38.9 8 0
16 Locked 38.9 7 0
17 Locked 38.9 40 0
18 Locked 38.6 141 39
19 Locked 38.9 158 178
20 Locked 40.3 111 329
21 Locked 38.9 103 369
22 Locked 38.9 137 336
23 Locked 38.9 134 402
24 Locked 38.6 126 507

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 43100000 43 5120 64 qam 10
2 23600000 42.2 5120 16 qam 13
3 30100000 42.3 5120 64 qam 12
4 36600000 42.8 5120 64 qam 11
5 49600000 43.5 5120 64 qam 9

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0
2 ATDMA 0 0 12 0
3 ATDMA 0 0 3 0
4 ATDMA 0 0 8 0
5 ATDMA 0 0 6 0

17/01/2024 20:00:24 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:57:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:57:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:32:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:32:55 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:32:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:32:31 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:32:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:32:13 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:31:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:31:51 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:31:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:31:12 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:30:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:30:53 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:30:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:30:31 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:29:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:29:33 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2024 19:26:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

How is the connection when using a wire to the hub?

[carl_pearce]

Clearly there is some noise on the line with the QAM value being 16 on one of the upstream channels (All should be 64).

The T3 timeouts also add to the above. 

[Varchola]

I have one wired and one wireless device. When the loss of connectivity happens both devices can reach the Hub without an issue but neither device can communicate beyond it. The Hub itself is unable to reach any destination outside using the troubleshooting tools on the device

[Varchola]

If the Hub is reporting it, would this be caused between the hub and whatever the next hop is? Or would it be further within the network? Don't suppose there's a way to tell without access into VM's kit.

[carl_pearce]

Only VM would know.

What results do you get running this test (Select 'Still having issues?' if nothing comes up):

https://www.virginmedia.com/support/help/service-status

[legacy1]

can you ping 194.168.4.100 or the WAN gateway IP if you know it or post your WAN IP host name is

IP Address Lookup (IPv4 & IPv6) (ip-lookup.net)

[Varchola]

I can ping it while the connection is up, cannot ping anything pas the hub when ithe connection is down.

[Varchola]

The site says that Virgin can't connect to my Hub and that I should check cable connection. Said the same thing before their engineer came to replace the hub and they themselves checked all the connections.

[Beth_G]

Hi Varchola

Thanks for getting in touch, I'm sorry to hear you've been having trouble with your connection for a few months now.

I've had a look and we can see that there's been quite a few disconnections logged this week and there are some issues with your upstream and downstream levels. We'll need to arrange for another engineer to visit and take a look.

I've popped you over a private message so I can get that booked in for you.

Thanks,