Persistent Internet Issues (1 month+)

[CrystalH]

Hi all,

I've been having persistent internet issues for the past month+ or so, although today has been noticeably worse than usual to the point that it's becoming unusable!

During this time and on a mixture of both wired and wireless devices, I've suffered from regular internet drop-outs during browsing, on a video call or when WFH etc. I've been unable to stream (YouTube, Netflix etc) without suffering issues and buffering. I've also experienced excessive lag/ high ping spikes when playing online gaming to the point that it's a pointless exercise and after living with the above for some time now, I'm at the point whereby this really needs resolving.

I've provided some information from my router (Hub3) which I believe is often requested, although please let me know if there's anything missing:

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	386750000	1	38	256 qam	32
2	202750000	0.4	37	256 qam	9
3	210750000	-0.5	37	256 qam	10
4	218750000	-1.7	37	256 qam	11
5	226750000	-1.5	37	256 qam	12
6	234750000	-1.5	37	256 qam	13
7	242750000	-1	37	256 qam	14
8	250750000	-1	37	256 qam	15
9	258750000	-0.9	37	256 qam	16
10	266750000	-0.5	37	256 qam	17
11	274750000	-0.4	37	256 qam	18
12	282750000	-0.2	37	256 qam	19
13	290750000	0	37	256 qam	20
14	298750000	0.2	37	256 qam	21
15	306750000	0.9	37	256 qam	22
16	314750000	1.4	37	256 qam	23
17	322750000	1.7	38	256 qam	24
18	330750000	1.9	37	256 qam	25
19	338750000	2	37	256 qam	26
20	346750000	1.7	38	256 qam	27
21	354750000	2	38	256 qam	28
22	362750000	1.5	37	256 qam	29
23	370750000	1.7	38	256 qam	30
24	378750000	1.5	38	256 qam	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	2	0
2	Locked	37.3	108	68
3	Locked	37.3	33	55
4	Locked	37.6	47	62
5	Locked	37.6	48	72
6	Locked	37.6	36	26
7	Locked	37.3	58	44
8	Locked	37.3	57	50
9	Locked	37.3	6	0
10	Locked	37.3	8	0
11	Locked	37.6	55	12
12	Locked	37.6	55	63
13	Locked	37.6	49	50
14	Locked	37.3	58	51
15	Locked	37.6	30	36
16	Locked	37.6	39	45
17	Locked	38.6	34	6
18	Locked	37.6	56	0
19	Locked	37.3	36	0
20	Locked	38.6	14	0
21	Locked	38.6	19	0
22	Locked	37.6	16	0
23	Locked	38.6	11	0
24	Locked	38.6	5	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	43100000	40.3	5120	32 qam	10
2	23600000	39.3	5120	32 qam	13
3	36600000	39.8	5120	32 qam	11
4	49600000	40.8	5120	32 qam	9

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	6	0
2	ATDMA	0	0	19	0
3	ATDMA	0	0	24	0
4	ATDMA	0	0	1	0

Network Log

Time	Priority	Description
12/02/2023 18:34:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:34:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:34:14	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:32:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:32:34	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:30:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:30:54	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:29:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:29:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:28:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:28:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:28:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:28:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:27:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:27:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:25:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:25:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:25:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:25:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 18:24:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Doesnt look good.

See this
_______

Can you Check for any “known network faults first - Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

If nothing shows try this....
___________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes
When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also see if the QAM's are still at 32 - they ought to be at 64 and as your Upstream QAM’s are "dropping", see message 3 here…

https://community.virginmedia.com/t5/Networking-and-WiFi/Regular-Intermittent-Upstream-dropouts/td-p...

[Kath_F]

Hi CrystalH, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with your internet connection. 

Taking a look at things here, I can see there was an open fault affecting you. This has since been resolved so please reboot the hub to clear things and let us know if you're still having an issue. 

Thanks,