Menu
Reply
DBrackets
  • 14
  • 0
  • 0
Tuning in
304 Views
Message 1 of 18
Flag for a moderator

Regular internet dropouts

I can see that lots of people are posting similar questions, but the advice seems to be to start a new thread if you want anything from Virgin (and there aren't very many answers in the threads anyway, or not that I can see).

In the interests of balance - I was a very happy customer for c.9 years, or at least happy with the speed and reliability of the internet connection. Moved house last September, and it has been poor since then and getting progressively worse.

We are now at the point where the internet drops out most days. It's not generally for all that long (though any period of time with people working and schooling from home is too long...) BUT when it reconnects, the ethernet ports on the Hub don't work. Which is tricky because our house is not good for wifi and we're leaning heavily on powerline networking to keep everything working.

At that point I have to reboot the router, or log into it and use the diagnostic - and then the ethernet ports work again, and I can power-cycle all of the powerline receivers to get everything connected.

The router can also take an extraordinarily long time to re-establish a connection if rebooted. When it has happened before it has always seemed that if I could get to the VM site and "run a test" then connection was established, but that might have been unrelated.

On Saturday, having read this forum, I did a pinhole reset at about 5pm; router couldn't then re-establish connection for the rest of the day. I "ran a test" several times, and also spent time talking to someone in the call centre who told me it was 100% definitely a physical issue and there was nothing they could do remotely - obviously connection came back overnight.

I will post the status etc. below. I have signed up for a BQM and will post when it's ready. I have tried a reboot, a factory restore, and a pinhole reset.

Unrelated - in my kitchen (the other end of the house to the router) there is a very clear dividing line between a wifi connection that the VM app says is fine and they won't help, and no wifi connection at all. I have tried running the test hopping back and forth across the line, but no joy - either the test comes back a-okay not gonna help, or it fails because no wifi. How can I persuade VM that "no connection" is just as bad as whatever it is that they're looking to see in order to help?

0 Kudos
Reply
DBrackets
  • 14
  • 0
  • 0
Tuning in
302 Views
Message 2 of 18
Flag for a moderator

Re: Regular internet dropouts

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
411000000
Locked
Ranged Upstream Channel (Hz)
39399974
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1411000000-440256 qam31
2203000000040256 qam9
3211000000-0.240256 qam10
4219000000-0.540256 qam11
5227000000-0.940256 qam12
6235000000-140256 qam13
7243000000-1.240256 qam14
8251000000-1.240256 qam15
9259000000-1.740256 qam16
10267000000-1.940256 qam17
11275000000-2.240256 qam18
12283000000-2.240256 qam19
13291000000-2.440256 qam20
14299000000-2.440256 qam21
15307000000-2.540256 qam22
16315000000-2.740256 qam23
17323000000-2.540256 qam24
18331000000-2.440256 qam25
19371000000-3.240256 qam26
20379000000-3.540256 qam27
21387000000-3.940256 qam28
22395000000-440256 qam29
23403000000-4.240256 qam30
24419000000-4.240256 qam32

 

0 Kudos
Reply
DBrackets
  • 14
  • 0
  • 0
Tuning in
301 Views
Message 3 of 18
Flag for a moderator

Re: Regular internet dropouts



Downstream bonded channels

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

1Locked40.337640336143589
2Locked40.98530957696891
3Locked40.96884618286890
4Locked40.928851381330477
5Locked40.342739850349102
6Locked40.912595635290282
7Locked40.32762008259062
8Locked40.922814786279164
9Locked40.967694035925581
10Locked40.962466169405127
11Locked40.99906403271195
12Locked40.32757402208935
13Locked40.356228599285135
14Locked40.39940348913448600
15Locked40.982621574843778
16Locked40.39179486235397
17Locked40.92931783184722
18Locked40.356594438232125
19Locked40.958734682172463
20Locked40.91250197407355773
21Locked40.91148665121520631
22Locked40.936421679166584
23Locked40.34861061123121
24Locked40.9107823358202094

 

Upstream bonded channels

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

13939997437.5512064 qam4

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050

 

Network Log (I've edited out all the MACs)

Time Priority Description

31/01/2021 22:10:25criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 13:08:12noticeLAN login Success;CM-MAC=;CMTS-MAC=;QOS=1.1;CM-VER=3.0;
31/01/2021 08:14:41criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 04:03:34Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:43:38Warning!Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:43:36ErrorDCC-ACK rejected authentication failure;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:40:51Warning!Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:40:47criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:35:14Warning!Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:35:8criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:35:8ErrorTCS Fail on all Upstream Channels;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:35:8criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:34:57Warning!Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:27:0criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:27:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:26:1criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:26:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:25:1criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:25:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:24:3criticalNo Ranging Response received - T3 time-out;CCM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply
jbrennand
  • 20.76K
  • 2.21K
  • 3.68K
Very Insightful Person
Very Insightful Person
293 Views
Message 4 of 18
Flag for a moderator

Re: Regular internet dropouts

Looks dreadful - can you do this and then post the stats up again to see if things have improved.
_____________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax 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. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and see if the missing UP channels have appeared and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
DBrackets
  • 14
  • 0
  • 0
Tuning in
269 Views
Message 5 of 18
Flag for a moderator

Re: Regular internet dropouts

Thanks John.

That is exactly what I did (on Saturday, late pm), following advice I'd seen you post to others on here, and the result was no internet connection for the rest of the day!

Will wait until (much) later, when no-one needs the internet...

0 Kudos
Reply
jbrennand
  • 20.76K
  • 2.21K
  • 3.68K
Very Insightful Person
Very Insightful Person
265 Views
Message 6 of 18
Flag for a moderator

Re: Regular internet dropouts

If you did that recently then dont do it again!  And you need VM to test your connection. Call it in and they should see the issues straight away - 08.00 is the best time. Looks like noise getting in somewhere and will need a tech visit to investigate.

Do you have a BQM running - is so post up the "shared live graph" - if not do so.

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


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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
DBrackets
  • 14
  • 0
  • 0
Tuning in
217 Views
Message 7 of 18
Flag for a moderator

Re: Regular internet dropouts

Thanks John. Yes, did it on Saturday so won't do it again now.

I started a BQM this afternoon - I couldn't see which of the sharing options to choose, I will check back and see if this updates I guess!

2176db8a5c3272f5900e852f1f8d4b1567145eb6 

 

I will try to get a human on the phone tomorrow. Pray for me.

0 Kudos
Reply
DBrackets
  • 14
  • 0
  • 0
Tuning in
195 Views
Message 8 of 18
Flag for a moderator

Re: Regular internet dropouts

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2176db8a5c3272f5900e852f1f8d4b1567...

Hmm - previous doesn't seem to have done it. Trying again, and this time with the link above in case this doesn't work either.

0 Kudos
Reply
DBrackets
  • 14
  • 0
  • 0
Tuning in
145 Views
Message 9 of 18
Flag for a moderator

Re: Regular internet dropouts

I haven't been able to get through to anyone at VM - there's only so long that we can wait on the line, and it hasn't been long enough!

I have an engineer coming tomorrow thanks to the online portal. Is there anything that I should be saying to them, in particular? Or will they do these diagnostics as SOP?

0 Kudos
Reply
DBrackets
  • 14
  • 0
  • 0
Tuning in
96 Views
Message 10 of 18
Flag for a moderator

Re: Regular internet dropouts

Updates (sort of?)

A technician came yesterday, could find anything wrong with the router, everything within tolerances, all green on his testing app etc. 

He went out to the street and found a couple of very old connections in the cabinet - swapped them out, and immediately we had four upstream channels. Yay! All fixed!

...and then the internet crashed out again at 20:30 last night, and again at 10 this morning. Back to just one upstream channel again as well.

Downstream from the diagnostics:

ChannelFrequency (Hz) Power (dBmV) SNR (dB)ModulationChannel ID
1331000000-21.229256 qam25
2203000000-19.531256 qam9
3211000000-1932256 qam10
4219000000-20.330256 qam11
5227000000-21.230256 qam12
6235000000-2031256 qam13
7243000000-18.532256 qam14
8251000000-19.930256 qam15
9259000000-22.229256 qam16
10267000000-2229256 qam17
11275000000-19.831256 qam18
12283000000-1832256 qam19
13291000000-21.229256 qam20
14299000000-2327256 qam21
15307000000-22.528256 qam22
16315000000-19.331256 qam23
17323000000-17.831256 qam24
18371000000-21.729256 qam26
19379000000-23.827256 qam27
20387000000-23.328256 qam28
21395000000-20.529256 qam29
22403000000-1931256 qam30
23411000000-2129256 qam31
24419000000-2328256 qam32


Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked29.4568881257
2Locked31.91241260
3Locked32.2927620
4Locked30.610615200
5Locked30.125567520
6Locked31.432620737
7Locked32.6573095
8Locked30.8893277142
9Locked2965273543282
10Locked29.254764232687
11Locked31.435032893
12Locked32.5732886
13Locked29.644956512953
14Locked28968349131907
15Locked28.7775679714485
16Locked31.34306361
17Locked31.91107390
18Locked29.2558867627
19Locked27.7989957576225
20Locked2895583905070
21Locked29.8344225414
22Locked31.33348710
23Locked29.833036629
24Locked28.489838081175
0 Kudos
Reply