Power Levels & Dropping connection

[scotty001]

Morning All, looking for a little help / Advice.

Sorry for the long post, Im hoping the background information is of use in helping.Thankyou in advance for any help / Information / Advice you can provide.

Connection M200

Superhub 3

Connected Devices - 2x Mobile phones (WiFi) 4x Smart Tv's (1 via Ethernet, 3x WiFi, only 1 Tv on at a time the other 3 in standby) 2x Ip Cameras (WiFi), 4x Smart lights (Wifi) 

In the last week ive been having issues with my internet connection whilst streaming. I keep on loosing internet connection, the streaming service (Netflix, Amazon, NowTV......) all stop and I loose internet connection, sometimes for a few mins sometimes for longer. 

This occurs on multiple devices both connected by the Ethernet cable or WiFi

(Downstairs TV & V6 connected by Ethernet, Upstairs TV via Wifi)

When streaming on the downstairs TV (via Ethernet) and the connection is lost, when i check my phone, it shows the WiFi has dropped out and goes onto my data plan. (the same for the wife on her phone) after a while the WiFi comes back and streaming works again, sometimes lomg enough to watch the resto of the film / series, other times for a few minutes only.

The same thing happens if we watch netflix or another streaming service on the upstairs TV (Via WiFi)

Before posting today ive done a factory reset on the Hub 3 then re checked my powerlevels (Below) they are very similar if not the exact same as the levels before i did a factory reset.

[scotty001]

My Power Levels today

Downstream bonded channels

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

1	330750000	-4.2	40	256 qam	25
2	202750000	-5.7	40	256 qam	9
3	210750000	-5.7	38	256 qam	10
4	218750000	-5.7	38	256 qam	11
5	226750000	-6	38	256 qam	12
6	234750000	-6.2	38	256 qam	13
7	242750000	-6.7	38	256 qam	14
8	250750000	-6.4	38	256 qam	15
9	258750000	-5.5	38	256 qam	16
10	266750000	-5.2	38	256 qam	17
11	274750000	-5.2	38	256 qam	18
12	282750000	-5	40	256 qam	19
13	290750000	-5.2	38	256 qam	20
14	298750000	-5	38	256 qam	21
15	306750000	-5	38	256 qam	22
16	314750000	-4.7	40	256 qam	23
17	322750000	-4.5	40	256 qam	24
18	338750000	-4.2	38	256 qam	26
19	346750000	-4.2	40	256 qam	27
20	354750000	-4.7	40	256 qam	28
21	362750000	-5	38	256 qam	29
22	370750000	-5	38	256 qam	30
23	378750000	-4.7	38	256 qam	31
24	386750000	-4.7	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	22	0
2	Locked	40.3	10	0
3	Locked	38.9	14	0
4	Locked	38.9	17	0
5	Locked	38.6	17	0
6	Locked	38.9	11	0
7	Locked	38.9	11	0
8	Locked	38.6	9	0
9	Locked	38.9	15	0
10	Locked	38.9	15	0
11	Locked	38.9	12	0
12	Locked	40.3	21	0
13	Locked	38.9	19	0
14	Locked	38.9	27	0
15	Locked	38.9	20	0
16	Locked	40.3	26	0
17	Locked	40.3	23	0
18	Locked	38.9	25	0
19	Locked	40.3	22	0
20	Locked	40.3	22	0
21	Locked	38.6	35	0
22	Locked	38.6	28	0
23	Locked	38.9	37	0
24	Locked	38.9	27	0

[Tudor · Accepted solution]

Downstream too low.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

VM will not dispatch any technicians when an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

Also Setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues

[scotty001]

Upstream bonded channels

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

1	53700000	46.5	5120	64 qam	2
2	60300000	47	5120	64 qam	1
3	39400000	45.5	5120	64 qam	4
4	46200000	46	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Logs

Network Log

Time Priority Description

19/02/2022 09:27:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2022 09:24:23	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2022 09:11:1	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:54:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:54:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:53:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:53:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:53:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:53:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:45:38	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:45:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:45:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:45:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:45:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 11:45:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 00:19:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 22:37:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2022 02:55:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2022 13:20:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I also use thinkbroadband and recent BQM's are

18/2/22 [url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/ef6e91c78a08cc15a1b1e2ad6f11037e45...]

17/2/22  [url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/36f82019192efe7fb4557d2437481e7166...]

16/2/22  [url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/69145b85538131141be3e39fa569743690...]

 15/2/22  [url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/43391b80d5663e02343950f65893c12b2e...
[/img][/url]

 Previous Graphs before the connection was dropping out

5/2/22 [url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/cc9b2018ba8d9d0a3d36a0b2743367605a...

1/2/22 [url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/063afdae972d60d9381ea2e0e9b21ed7af...]

 The rest are much the same.

Speed test just taken with no streming taking place

Via WiFi - 10ft from the Hub (this is low, normally im good at 180 - 190 when further away from the hub)

[URL=https://www.speedtest.net/result/12785738258][IMG]https://www.speedtest.net/result/12785738258.png[/...]

Via Ethernet Cable (agin lower than normal)

[URL=https://www.speedtest.net/result/12785753512][IMG]https://www.speedtest.net/result/12785753512.png[/...]

[scotty001]

Wow, That was fast, Thank you Tudor, Ive checked the service checker and there are no reported issues. looks like it will be a call to VM

I have a BQM looks like my links may not be working ill try again

Today& Part of yesterday

[scotty001]

I had forgotten the joys of VM Customer service.

at the end of a 1 hr call and 2 differnt agents, ive been told someone will call me back within a day to see if they can fix the issue remotley.

The first agent said i had she could see an issue with my Tivo box and would re set it. when i told her neither of my boxes were re booting she read the serial number back and it didnt match any of the V6 boxes i have. Then she re booted the hub and said the issue was fixed and to call back if i have any more issues 😐. when asked about the power levels she didnt know what i was talking about and repeated that becuase i can access the internet the issue is fixed but to call back if i get issues.

Then she put me through to another department (I think she said cable team) This lady read the notes back which were saying i had reported not having internet, so i went through the issue again, this lady was more helpful (listned to me about the power levels and packet loss & didnt fixate on my v6 boxes) but at the end of the call said she needs another team to contact me back to see if there is anything they can do relating to the power levels

Lets wait and see if i get a call

[Travis_M]

Hi @scotty001

Thanks for posting on our community forum!
 

Please do keep us updated with how you're getting on, my apologies for the inconvenience caused with your issue.

Regards

[scotty001]

Hi Travis, still no phonecall from anyone at vm, power levels are exactly the same and have not changed, I don't think there has been many connection dropouts (mainly because I'm not streaming much at the moment) , when I did, the picture was intermittent with pixilation

[Natalie_L]

Hi scotty001, 

Thank you for getting back to us and updating the thread.

I have taken a look from our side and can see your ticket is still open which means our team are still looking into this. 

We apologise for any delays and appreciate your patience. 

Thank you 

[scotty001]

Sorry its taken so long but it would be un curtious not to provide an update. An engineer did attend, he replaced the incoming splitter on the outside of the house wall, the splitter in the vm box inside the house and a seperate 3 way splitter for the tivo boxes and hub as they were "ancient" and was likely to be the cause, (I know at least 2 of them were over 10yrs old) After swapping them out for new ones the signal improved and no further issues so far.