Virgin Media Community

[SEAN16]

Hi all, 

I am a new customer but things haven't been going well for me at all. Getting the most unstable connection. Devices dropping connection, WiFi connected without Internet. I have run all the WiFi diagnostic tools and they show that the signal is fine. Can anyone help? I am at my wits end. Here are my router diagnostic logs.

Network Log

Time Priority Description

19/01/2022 12:09:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 12:09:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 12:08:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 12:08:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 12:08:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 21:50:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 19:12:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 19:12:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:56:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:11:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 11:17:1	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 19:57:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 18:58:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2022 23:46:58	notice	LAN login Success;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;
16/01/2022 23:37:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2022 23:31:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2022 23:31:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2022 23:31:38	Warning!	RCS Partial Service;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

1 331000000 3.5 40 256 qam 25

2 251000000 4.5 40 256 qam 15

3 259000000 4.6 40 256 qam 16

4 267000000 4.3 40 256 qam 17

5 275000000 4.4 40 256 qam 18

6 283000000 4.3 40 256 qam 19

7 291000000 4.3 40 256 qam 20

8 299000000 4.3 40 256 qam 21

9 307000000 3.7 40 256 qam 22

10 315000000 3.7 40 256 qam 23

11 323000000 3.4 38 256 qam 24

12 339000000 3 40 256 qam 26

13 347000000 3.7 40 256 qam 27

14 355000000 3.9 40 256 qam 28

15 363000000 4.1 40 256 qam 29

16 371000000 4.1 40 256 qam 30

17 379000000 4.5 40 256 qam 31

18 387000000 4.5 40 256 qam 32

19 395000000 4.5 40 256 qam 33

20 403000000 4.8 40 256 qam 34

21 411000000 4.5 40 256 qam 35

22 419000000 4.8 40 256 qam 36

23 427000000 4.4 40 256 qam 37

24 435000000 4.3 40 256 qam 38

Downstream bonded channels

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

1 Locked 40.9 2165 1301

2 Locked 40.3 832 851

3 Locked 40.9 735 778

4 Locked 40.3 853 761

5 Locked 40.3 2683 729

6 Locked 40.9 2044 3480

7 Locked 40.9 1437 1041

8 Locked 40.3 1230 2807

9 Locked 40.3 1366 2411

10 Locked 40.3 1772 2400

11 Locked 38.9 2123 1192

12 Locked 40.3 1781 1046

13 Locked 40.3 1496 938

14 Locked 40.3 1266 868

15 Locked 40.9 978 745

16 Locked 40.3 1298 850

17 Locked 40.3 799 695

18 Locked 40.9 821 779

19 Locked 40.3 1046 2623

20 Locked 40.3 814 733

21 Locked 40.9 777 644

22 Locked 40.9 828 715

23 Locked 40.9 783 628

24 Locked 40.3 875 647

Upstream bonded channels

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

1 60300000 46 5120 64 qam 1

2 46200000 45.5 5120 64 qam 3

3 39400000 45.5 5120 64 qam 4

4 53700000 45.8 5120 64 qam 2

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

I'm sorry if things aren't clear. I am using my tablet to post as the laptop won't connect. 

[jbrennand]

Only issue in the stats is the Post RS errors - these need to be at 0 - but it might be historical accumulation - so can you do the below.

Logs dont look good though.... so can you set up a BQM as below

Also you havent said...are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What are the various Hub lights showing/doing when this happens?

__________________________________________________________

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 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.
________________________

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - 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 - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[SEAN16]

Thanks so much for replying. I shall try and do all you have mentioned and get back to you guys.

Again, thanks so much for the reply.

[Tudor]

I can see from the log that the hub was rebooted on the 17th or 18th, so those stats are way too high for that short period. Best to check if there are any ongoing network problems in your area, otherwise I think you will need a technician’s visit.

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

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.

[Carley_S]

Hi @SEAN16

Welcome to the community!

Really sorry to hear you're having connection issues. I have located your account and can't currently see any power level issues. I can see you do have a technician booked for next week. Let us know how you get on with that and what they advise. Hopefully they will be able to resolve the issue for you. 

[Tudor · Accepted solution]

@Carley_S the power levels posted are perfectly ok, it’s the Pre & Post RS errors that are the problem. This is often due to noise ingress.

[SEAN16]

Hi all,

Thanks again for you guys giving my issue a bit of attention.

But yes, I do have a technician booked for tomorrow morning. I'll let you know what is suggested!

Thanks