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WiFi and Ethernet connections dropping multiple times everyday

Lawikekurd2010
On our wavelength

It's been a few weeks that my internet connection has been dropping out each day. Can somebody please help me out? I've had the same router for many years, and I'm thinking maybe it is starting to fail?

I'm considering changing my ISP because it's really painful to deal with my internet connection dropping. At this point I am really frustrated.

Please please help!

8 REPLIES 8

jbrennand
Very Insightful Person
Very Insightful Person

See this..

_________

Firstly... Can we check… 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/Hub related?

If ethernet is affected

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) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the 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 again). If character limits are “exceeded” - just do two posts

Also, 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


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

First of all, thanks John!

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
43099946
Locked
Provisioning State
Online

Downstream bonded channels

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

11390000008.437256 qam1
21470000008.336256 qam2
3155000000837256 qam3

Upstream bonded channels

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

14309994642.5512064 qam2
23009999543512064 qam4
34960002142512064 qam1

Network Log

Time Priority Description

22/06/2023 15:19:21Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:12:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:12:34noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

Sorry John! I think I misunderstood you. I read "tables" as rows. Here is the full data:

Downstream bonded channels

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

11390000008.436256 qam1
21470000008.336256 qam2
3155000000836256 qam3
41630000007.937256 qam4
51710000007.637256 qam5
61790000007.437256 qam6
71870000007.137256 qam7
81950000006.837256 qam8
92030000006.637256 qam9
102110000006.337256 qam10
11219000000628256 qam11
12227000000631256 qam12
132350000005.637256 qam13
142430000006.137256 qam14
152510000005.637256 qam15
162590000005.937256 qam16
172670000005.537256 qam17
182750000005.537256 qam18
192830000005.337256 qam19
202910000004.937256 qam20
212990000005.437256 qam21
223070000004.537256 qam22
23315000000537256 qam23
243230000005.437256 qam24



Downstream bonded channels

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

1Locked36.6717271271804
2Locked36.6275714075
3Locked36.6401687188
4Locked37.6344696756
5Locked37.3288995513
6Locked37.6203533059
7Locked37.3164331745
8Locked37.6250453289
9Locked37.3291054444
10Locked37.6234933732
11Locked28.4521512403109491514
12Locked3117238001211200821646
13Locked37.3100271399
14Locked37.3217042027
15Locked37.671972155
16Locked37.364761397
17Locked37.377091496
18Locked37.680321459
19Locked37.699442485
20Locked37.3102811935
21Locked37.350051631
22Locked37.657981518
23Locked37.659961073
24Locked37.342111120

Upstream bonded channels

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

14309994642.3512064 qam2
23009999543512064 qam4
34960002142512064 qam1
43660000043512064 qam3
52359994343512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0020
3ATDMA0030
4ATDMA0040
5ATDMA0020

Network Log

Time Priority Description

22/06/2023 15:39:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:34:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:34:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:34:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:34:29Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:34:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:33:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:33:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:33:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:33:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:33:2Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:31:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:21:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:19:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:12:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:12:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:11:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:09:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:08:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 15:06:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Hi Lawikekurd2010, 

Thank you for reaching out to us here on the community. 

We are vey sorry to hear you are experiencing issues with your broadband service. 

After running checks on our side, I can confirm there are currently no area outages and your Hub appears to be running within specification. 

Is the connection dropping out on any particular devices?

Thanks, 

 

Nat

My hub 5 has been doing it for weeks. I was blaming my wifi pod and disconnected it and had 2 days of good wifi. Then it happened again. Pages don't load up and i kow why. I go into my wifi on my phone, says connected without internet. Last about 5 seconds and changes back to connected. My 360 is connected via ethernet and when I'm watching disney + on it, it pauses and the buffering circle appears. It lasts till I'm connected again. So it's not just wifi its happens to, ethernet as well. So annoying 

Hi Natalie,

Thank you for responding!

The drop outs are on everything that relies on the internet; smartphones, laptop (Wifi) etc. And ethernet connection too. I suspect that the problem lies within the router/hub, but, I don't have the expertise to tell what's wrong.

Is it possible for virginmedia to send out a technician/engineer to do some fault finding or upgrade the hub perhaps?

Thanks

jbrennand
Very Insightful Person
Very Insightful Person

@Natalie_L 

There is definitely an issue on down channels 11 1nd 12 power and RS errors are appalling - probably needs a Tech visit to investigate  if this doesnt sort it....

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 and ethernet 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. When its light, 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 any 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.  Also channel 11/12 power levels need to be >35

Also, 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


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.