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cloudon
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Persistent intermittent broadband failures

Hello

I have been experiencing weeks of intermittent broadband failures: generally several times a day for 5-10 minutes a time.  Attempts to go through Virgin's support channels (150 etc.) go nowhere fast and suggest here is my best bet - I'm hoping some VM staff will spot this.

My set up is a Hub 3.0 running in modem mode.  I then use a mix of wired connections and a wifi mesh (Tenda) to connect my devices.  Several times a day I will lose Internet connectivity for several minutes at a time.  When this happens I am 100% sure it is not a wifi failure: I can continue to ping/connect to local boxes on my wifi network, just not out to the Internet, and I lose Internet connectivity from my wired devices too at precisely the same time.  I run a background ping to google.com to keep an eye on this; when things are working well (as they are right now) they show ping times varying in the 30ms-200ms range.  I have also started a Broadband Quality Monitor at https://www.thinkbroadband.com/broadband/monitoring/quality/share/bafaf2c609716c714dd29418cf26948bdf....

Pulling diags from my Hub 3.0 I see frequent reports of SYNC timing synchronisation errors and a high rate of Post-RS errors in my downstream bonded channels.  I've posted logs and stats from today below (with CM-MAC obfuscated) in the hope this helps - it suggests to me a problem with the CMTS I am connected to.

Calum

Time Priority Description
25/01/2021 16:12:45 notice LAN login Success;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:51:24 critical No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:38:17 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:36:24 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:35:21 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:35:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:35:16 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:35:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:35:16 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:34:18 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:34:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:34:13 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:34:13 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:33:39 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:33:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:33:34 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:33:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:33:34 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 11:00:44 critical No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:49:8 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:48:38 Warning! TCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:48:38 Warning!
Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:47:42 critical No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:47:40 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 0:01:49 notice LAN login Success;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:45:0 critical No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:19 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:15 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:42:49 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:42:45 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:42:45 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:42:45 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:42:45 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:39:55 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:39:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:39:50 Warning! RCS Partial Service;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:39:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:XX:XX:XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


Downstream:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 323000000 -2.4 38 256 qam 24
2 139000000 0.2 36 256 qam 1
3 147000000 0 36 256 qam 2
4 155000000 -0.7 36 256 qam 3
5 163000000 -0.5 35 256 qam 4
6 171000000 -0.2 36 256 qam 5
7 179000000 -0.4 37 256 qam 6
8 187000000 -0.2 37 256 qam 7
9 195000000 -0.2 37 256 qam 8
10 203000000 -0.4 37 256 qam 9
11 211000000 -0.5 37 256 qam 10
12 219000000 -0.5 37 256 qam 11
13 227000000 -0.5 37 256 qam 12
14 235000000 -1 37 256 qam 13
15 243000000 -1.2 37 256 qam 14
16 251000000 -1 38 256 qam 15
17 259000000 -1 38 256 qam 16
18 267000000 -1.2 38 256 qam 17
19 275000000 -1.5 38 256 qam 18
20 283000000 -1.7 38 256 qam 19
21 291000000 -1.7 37 256 qam 20
22 299000000 -1.5 37 256 qam 21
23 307000000 -2 38 256 qam 22
24 315000000 -2 38 256 qam 23

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 3 0
2 Locked 36.3 17865 18
3 Locked 36.3 4 0
4 Locked 36.3 1 0
5 Locked 35.7 6 0
6 Locked 36.6 16 0
7 Locked 37.3 4 218
8 Locked 37.3 18 0
9 Locked 37.6 18 0
10 Locked 37.3 6 0
11 Locked 37.6 4 0
12 Locked 37.6 5 0
13 Locked 37.3 17 0
14 Locked 37.6 0 0
15 Locked 37.6 0 0
16 Locked 38.9 5 0
17 Locked 38.6 5 0
18 Locked 38.6 5 0
19 Locked 38.6 6 0
20 Locked 38.6 5 0
21 Locked 37.6 4 0
22 Locked 37.3 5 0
23 Locked 38.6 5 0
24 Locked 38.6 4 0


Upstream:

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 51 5120 32 qam 6
2 32599979 49.3 5120 64 qam 5
3 39400000 51 5120 64 qam 4
4 46200000 49 5120 64 qam 3

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 5 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 14 2
4 ATDMA 0 0 10 1

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Andruser
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Re: Persistent intermittent broadband failures

Looks like an upstream noise issue - I've flagged for the forum staff, they'll probably need the hub in router mode to check the stats, but immediately after a reboot into router mode they may initially appear good.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: Persistent intermittent broadband failures

Good morning @cloudon 

 

Thank you for your post,  I am sorry to hear that you are experiencing some drop outs. 

 

I have just taken a look into your account, there is an SNR issue in the area, we are working to get this resolved and as things stand we are looking to get this resolved on the 30th.

 

Kind regards,

Zak_M

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Re: Persistent intermittent broadband failures

Thanks for letting me know!

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Re: Persistent intermittent broadband failures

So Virgin engineers came today, not Saturday, arriving at 4pm, leaving ~15 minutes later - and leaving the broadband completely down.  Am hoping someone on the Virgin staff can spot this asap as this seems to be the only mechanism by which I can get through to Virgin support.

By "completely down" I mean complete loss of connectivity to the Internet (and yes, I have rebooted the router several times).  Network log:

Time Priority Description
01/01/1970 00:29:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:29:7 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:25:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:25:51 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:22:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:22:25 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:19:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:19:9 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:29 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:44 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:9 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:29 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 17:54:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 17:54:54 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 17:52:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 17:52:12 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1323000000-1.738256 qam24



Downstream bonded channels

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

1Locked38.940

 

Upstream bonded channels

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



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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Steven_L
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Re: Persistent intermittent broadband failures

Sorry to hear of the issues that you're having at the moment @cloudon.

 

I have been able to locate your account and can see that there is currently an SNR fault in your area that has been reported today and has an estimated fix time and date of 09:30 on 30th January.

 

What lights are currently showing on your hub? Do you currently have any connection at all at the moment? You should have some connection during the SNR period, it tends to affect the service more at busy periods of the day that is usually early evening after about 4.30PM.

 

Regards

Steven_L

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cloudon
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Message 7 of 14
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Re: Persistent intermittent broadband failures

Router has flashing green light. I have no service at all. I have had absolutely no service at all since the engineers arrived at 4pm (I could see them out of the window) - see graph here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bafaf2c609716c714dd29418cf26948bdfab9a3d
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Steven_L
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Re: Persistent intermittent broadband failures

Sorry that your services have been down since the engineer visit @cloudon.

 

I have been able to locate your account and have booked a virtual tech visit for you, so the team can look into this further for you and find out why your service has completely dropped. The team should be in touch within the next 4 hours, please let us know if this doesn't happen.

 

Regards

Steven_L

cloudon
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Re: Persistent intermittent broadband failures

No contact as yet. If they’re trying to reach my via my home phone number that will not work - I’ve cut the cord and there’s no phone plugged in. They should contact me via my (Virgin) mobile. 

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Steven_L
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Message 10 of 14
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Re: Persistent intermittent broadband failures

Hey @cloudon,

 

The team have actually got back to me and stated the below.

 

Outage related - BB problem reported is one of the issues relating to
 the issue in the area - F008761648. Ticket due to close 30/01/21 

 

They have also advised that if the issue isn't resolved tomorrow morning, please get in touch and we can arrange for an engineer to visit but until then we cannot arrange for an engineer visit due to the open fault in your area.

 

Regards

Steven_L

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