WiFi/Ethernet constant disconnect and high ping/packet loss

[6XWJo388n6]

Hi,
I recently got virgin media at my property and I've been getting constant high latency and packet loss, and my WiFi/Ethernet seems to disconnecting randomly for a few seconds, which happens on all the devices but not at the same time. I tried using the Ethernet cable which still has the same issue.

When the disconnect happens, the windows network icon shows the little globe, so it's not completely disconnecting and it says something about DNS not being configured properly.

I have reset the router multiple times with the pin-hole reset, I also disabled channel optimization under Smart WiFi, tried splitting the WiFi into 5GHz and 2.4GHz  under Advanced Settings->Wireless Security however the issue still persists.

I have attached the network status logs below and my BQM is here

https://www.thinkbroadband.com/broadband/monitoring/quality/share/85fd73fd3303b3e36855e0950e8e8b8fa668ddbe

It mostly happens when I'm gaming and you can see the packet loss spike on the graph when I was playing Warzone. I only 2-3 matches to make sure it's not the server and it still persisting.

[6XWJo388n6]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 5.4 37 256 qam 25
2 203000000 4.5 37 256 qam 9
3 211000000 4.4 37 256 qam 10
4 219000000 4 37 256 qam 11
5 227000000 3.7 37 256 qam 12
6 235000000 3.7 37 256 qam 13
7 243000000 3.7 37 256 qam 14
8 251000000 3.7 37 256 qam 15
9 259000000 3.5 37 256 qam 16
10 267000000 3 37 256 qam 17
11 275000000 3 37 256 qam 18
12 283000000 4.3 37 256 qam 19
13 291000000 4.9 37 256 qam 20
14 299000000 5.6 37 256 qam 21
15 307000000 5.5 37 256 qam 22
16 315000000 5.5 37 256 qam 23
17 323000000 5.5 37 256 qam 24
18 339000000 5.1 37 256 qam 26
19 347000000 5.4 38 256 qam 27
20 355000000 5.4 38 256 qam 28
21 363000000 5.4 37 256 qam 29
22 371000000 5.3 37 256 qam 30
23 379000000 5.3 37 256 qam 31
24 387000000 4.9 38 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 86 0
2 Locked 37.6 64 0
3 Locked 37.6 43 0
4 Locked 37.3 80 0
5 Locked 37.6 77 0
6 Locked 37.6 61 7
7 Locked 37.6 62 0
8 Locked 37.6 103 0
9 Locked 37.6 127 0
10 Locked 37.3 242 0
11 Locked 37.6 170 0
12 Locked 37.3 129 0
13 Locked 37.6 66 0
14 Locked 37.3 55 0
15 Locked 37.6 46 0
16 Locked 37.6 48 0
17 Locked 37.6 54 0
18 Locked 37.6 72 0
19 Locked 38.6 54 0
20 Locked 38.6 110 0
21 Locked 37.6 61 0
22 Locked 37.6 51 0
23 Locked 37.6 38 0
24 Locked 38.6 64 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60299832 51 5120 64 qam 1
2 39400152 50.5 5120 64 qam 4
3 53699972 51 5120 64 qam 2
4 46200000 50.8 5120 64 qam 3

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 1 0

Network Log
Time Priority Description
28/07/2021 20:51:45 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:19:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 05:17:30 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2021 18:32:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 20:40:26 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;
24/07/2021 20:24:46 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:00:45 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 22:19:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 18:14:36 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 15:41:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 07:15:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 07:14:52 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 03:42:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 01:11:16 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 13:11:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 07:49:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 20:16:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 16:36:33 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 07:31:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Upstream power levels are too high, you need a technician’s visit to rectify. Phone customer services or wait a day or two for a VM staff member to get to your post and arrange a technician. 

[Hayley_S]

Hello @6XWJo388n6, 

Welcome to the community page, thank you for posting on here.

I am sorry for the current internet issues you are having.

I would love to help you further, I was unable to locate your account using your forums details though.

I will send you a private message so I can locate your account.

Look forward to speaking with you.

[6XWJo388n6]

The engineer came to take a look and he did something at the cabinet but it doesn't seem to be fixed.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 6.5 38 256 qam 25
2 203000000 6 37 256 qam 9
3 211000000 6 37 256 qam 10
4 219000000 5.9 37 256 qam 11
5 227000000 5.5 37 256 qam 12
6 235000000 5.4 37 256 qam 13
7 243000000 5 37 256 qam 14
8 251000000 5 37 256 qam 15
9 259000000 4.5 37 256 qam 16
10 267000000 4.4 37 256 qam 17
11 275000000 4.6 37 256 qam 18
12 283000000 5.9 37 256 qam 19
13 291000000 6.3 37 256 qam 20
14 299000000 7 37 256 qam 21
15 307000000 7 37 256 qam 22
16 315000000 6.5 37 256 qam 23
17 323000000 6.8 37 256 qam 24
18 339000000 6.1 37 256 qam 26
19 347000000 6.5 38 256 qam 27
20 355000000 6.5 37 256 qam 28
21 363000000 6.4 37 256 qam 29
22 371000000 6.3 37 256 qam 30
23 379000000 6.3 37 256 qam 31
24 387000000 5.5 38 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 54 14
2 Locked 37.3 63 0
3 Locked 37.3 46 0
4 Locked 37.3 60 0
5 Locked 37.6 57 0
6 Locked 37.3 46 0
7 Locked 37.3 60 0
8 Locked 37.3 61 0
9 Locked 37.6 101 0
10 Locked 37.3 129 0
11 Locked 37.6 100 13
12 Locked 37.3 104 0
13 Locked 37.6 52 3
14 Locked 37.6 69 0
15 Locked 37.6 32 14
16 Locked 37.6 47 0
17 Locked 37.6 55 0
18 Locked 37.6 48 0
19 Locked 38.6 37 0
20 Locked 37.3 68 0
21 Locked 37.6 70 0
22 Locked 37.6 45 0
23 Locked 37.6 48 27
24 Locked 38.6 68 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300201 49 5120 64 qam 1
2 39399996 48.5 5120 64 qam 4
3 53699980 49 5120 64 qam 2
4 46200004 48.8 5120 64 qam 3

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 2 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Network Log
Time Priority Description
02/08/2021 11:28:10 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;
02/08/2021 11:09:35 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:24 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:20 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:05:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 09:58:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 09:58:29 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 09:58:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Hayley_S]

Hello @6XWJo388n6.

I have received your private message.

I am sorry that your issues have not yet been resolved.

I have emailed the area field managers for your area, I am waiting for one of them to get back to me with what we can do.

I will update you as soon as I hear anything back.

Many thanks,

[6XWJo388n6]

Hi @Hayley_S,
They swapped the router to a new one and it looks like the issue is fixed or at least I'm not experiencing disconnects as frequently (a random device would sometime disconnect once a day now at most), although I am getting some lag spikes sometimes, not sure if this is related or if it's just the game servers.

[Robert_P]

Thanks for the update and glad to hear replacing the router has resolved the issue for you 6XWJo388n6.

Do the lag spikes happen in one particular game? Or any that you play? What device are you gaming on? PC or console?

As you say, it may be the game servers that are the issue if this isn't happening constantly/ever game and if it is multiplayer you're playing.

Rob

[6XWJo388n6]

Hi Robert,

It seems to be every game, I'm playing on a Desktop PC and i tried with Ethernet and WiFi and it seems to be the same. 

It's not constant high ping, on almost all the games I get around 25ms ping but sometimes it jumps to over 200ms.

[Corey_C]

Thanks for your reply, 6XWJo388n6,

Sorry to hear that you have been having connection issues. How has things been since your post?
I have run a remote diagnostic and have not been able to identify any issues with your connection.
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.

Cheers,
Corey C