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Unstable Broadband !

I never had a serious issue with my Virgin media broadband for years but for over a month now the service is extremely unstable. There are days when it disconnects every 5 minutes (like today) or it could stay disconnected for hours.

I've had 2 engineer visits and they have checked the cables and one of them replaced my superhub 2 with the new model. Nothing's changed! So the problem is not with my equipment,  why can't they fix this problem for so long and why do I have to pay £200 to cancel when the service is so unstable and basically unusable?

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Message 2 of 14
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Re: Unstable Broadband !

Are you experiencing the issues on both wifi and ethernet connected devices?

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Unstable Broadband !

Yes, my Playstation is connected through an ethernet cable and my tv and phone through wifi and they all lose connection at the same time.

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Message 4 of 14
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Re: Unstable Broadband !

OK if the ethernet connections are dropping (are you able to confirm that on a computer/laptop?) then do this.

Check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

Also, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.

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

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John
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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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 5 of 14
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Re: Unstable Broadband !

Regarding the cables, wall box etc. they were all checked by me and the Virgin Media engineer. (They even replaced the router and wall box with new ones).

I'll check the network connections details, per your instructions, first thing in the morning, I'm off to work now.

Thanks!

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Message 6 of 14
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Re: Unstable Broadband !

Dont forget the BQM 🙂

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John
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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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Unstable Broadband !

Router status

  • Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    12190000003.438256 qam11
    21870000003.738256 qam7
    31950000003.538256 qam8
    42030000003.438256 qam9
    52110000003.238256 qam10
    62270000003.238256 qam12
    72350000003.238256 qam13
    82430000003.438256 qam14
    92510000003.538256 qam15
    102590000003.438256 qam16
    112670000003.238256 qam17
    122750000002.738256 qam18
    13283000000338256 qam19
    142910000002.938256 qam20
    152990000003.438256 qam21
    163070000003.238256 qam22
    173150000003.238256 qam23
    18323000000338256 qam24
    193790000002.438256 qam25
    203870000002.238256 qam26
    213950000002.538256 qam27
    22403000000238256 qam28
    234110000002.238256 qam29
    24419000000238256 qam30


    Downstream bonded channels  Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
     1Locked38.9107348146
     2Locked38.6905210496
     3Locked38.6895214495
     4Locked38.9894817334
     5Locked38.6946212734
     6Locked38.61262313319
     7Locked38.91441514813
     8Locked38.61294912307
     9Locked38.999449588
     10Locked38.987439059
     11Locked38.694289085
     12Locked38.9107178399
     13Locked38.991738561
     14Locked38.978358177
     15Locked38.963928157
     16Locked38.945906999
     17Locked38.928796139
     18Locked38.919995762
     19Locked38.957765870
     20Locked38.961974713
     21Locked38.956864762
     22Locked38.943294175
     23Locked38.937734293
     24Locked38.931854089
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Message 8 of 14
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Re: Unstable Broadband !

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000093.4512016 qam10
2258000313.4512016 qam12
3326000003.4512016 qam11
4461999793.4512016 qam9


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 9 of 14
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Re: Unstable Broadband !

Network LogTime Priority Description
15/02/2020 21:17:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:17:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:17:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:17:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:17:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:17:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:17:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:17:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:18:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:18:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:18:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:18:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:30:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:30:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:30:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:30:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:32:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 22:04:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 22:04:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 22:04:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 10 of 14
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Re: Unstable Broadband !

A few things to be concerned about - a tech expert will comment more soon.
Upstream power levels are in spec but on the low side and all are on 16QAM - not great.
Downstream powers are good but there are a lot of PostRS errors. These "might" be just historic build up so to to check that can you reboot the router and check that the error counts all reset to 0 and then watch them for the next few hours/days to see if they start building up again - if they do its probably due to noise.
The logs dont look good but I am no expert - post up your BQM that covers the same period for comparison.

Its likely you are going to need a tech visit - a VM person should pick this thread up in a day or so and confirm if that's needed.


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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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