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Message 1 of 21
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All I want is a stable internet connection...

Anyone in Doncaster having issues, particular in the DN4 area for the past 5 to 6 weeks?

Does Virgin Media have a second level of support they can escalate things to if it's a VM network issue?

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Alessandro Volta
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Message 2 of 21
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Re: All I want is a stable internet connection...

OK over here in Conisbrough.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 21
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Re: All I want is a stable internet connection...

Thanks for the reply and advice 🙂

Basically this had been ongoing for 5 weeks now and I just wondered if anyone else in the local area was having problems or whether I was just special!

--- Long story (reason I asked) ---

5 weeks now of having an unstable internet connection. Rebooted, reset the first router, tried a second router, had an engineer out who replaced a cable and another one who found a loose connection. Hours spent on the phone.

And yet it still persists.

And the last call. Well, I don't know if the lady knew what she was talking about or was simply reading from a "script". Advice given was:

  1. With people working from home, the network is busy. Appreciate that but it shouldn't be causing disconnections at least once every hour. every day for the past 5 weeks. And VM have stated (along with other ISPs) there's plenty of capacity and their network is not under strain.
  2. Moving the router. It's got a wired device which indicates it's not wireless. What's that going to do?
  3. I might have too many devices connected and she would need to check. Apparently I only have 4 and one is a wired device so it should be fine. I am glad of this!
  4. Changing my WiFi settings might help. How does that help with a wired connection?
We also established that:

  1. Apparently an engineer will not be sent out.
  2. There is no way of raising this further up to be looked into.
  3. The supervisor would tell me the same thing.
  4. Quite happy for me to pay my bill in full every month while *I* monitor the issue..
  5. She can see the connection is unstable. The issue is between the router and the VM network. Nothing to do with loss of connection between wired and wireless devices and the router itself.
And now I have to start a complaint which a manager will deal with within the next 72 working hours and contact me.

--- Long story ends --- 

 

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Message 4 of 21
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Re: All I want is a stable internet connection...

Post up the data Mike asked for - any issues on the connection ought to be apparent in there

--------------------
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: All I want is a stable internet connection...

My BQM 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12270000005.640256 qam12
22190000005.840256 qam11
32350000005.640256 qam13
42430000005.340256 qam14
5251000000540256 qam15
62590000004.840256 qam16
72670000004.640256 qam17
8275000000440256 qam18
92830000003.740256 qam19
10291000000340256 qam20
112990000003.738256 qam21
123070000004.640256 qam22
13315000000540256 qam23
143230000005.340256 qam24
153310000005.340256 qam25
163390000005.440256 qam26
173470000005.540256 qam27
18355000000540256 qam28
19363000000540256 qam29
203710000004.940256 qam30
213790000004.940256 qam31
22387000000540256 qam32
233950000004.640256 qam33
244030000004.840256 qam34


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.3290
2Locked40.3240
3Locked40.3270
4Locked40.9180
5Locked40.3150
6Locked40.3210
7Locked40.9230
8Locked40.3180
9Locked40.3310
10Locked40.3390
11Locked38.9270
12Locked40.3140
13Locked40.3150
14Locked40.3130
15Locked40.3380
16Locked40.9250
17Locked40.3280
18Locked40.3290
19Locked40.3110
20Locked40.9150
21Locked40.3230
22Locked40.3170
23Locked40.3220
24Locked40.3140

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13939996644.3512064 qam2
22580000044.3512064 qam4
33260000044.3512064 qam3
44619997644.3512064 qam1



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA0010
3ATDMA0000
4ATDMA0010
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Message 6 of 21
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Re: All I want is a stable internet connection...

and the rest:

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
4ncxv9873254k;fg87dsfd;kf



Primary Downstream Service Flow

SFID22349
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID22348
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

Network Log

Time Priority Description

04/11/2020 19:37:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:46:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:43:48criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:42:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:42:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:42:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:42:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:42:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 15:03:32noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 15:03:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 10:46:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 03:03:32noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 03:03:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 12:38:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 02:14:29noticeSW download Successful - Via NMS
23/10/2020 02:10:36noticeSW Download INIT - Via NMS
22/10/2020 13:11:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 11:58:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 11:58:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 11:58:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 7 of 21
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Re: All I want is a stable internet connection...

There is more but the post seems to need be approved first 🙂

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Message 8 of 21
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Re: All I want is a stable internet connection...

For some reason, it never posted all the info/post never got approved...

Here's the info:

Part 1

Downstream bonded channels

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

12270000005.540256 qam12
22190000005.540256 qam11
32350000005.540256 qam13
4243000000540256 qam14
52510000004.640256 qam15
62590000004.540256 qam16
72670000004.440256 qam17
82750000003.740256 qam18
92830000003.240256 qam19
102910000002.940256 qam20
11299000000440256 qam21
123070000004.640256 qam22
133150000004.840256 qam23
14323000000540256 qam24
15331000000540256 qam25
16339000000540256 qam26
173470000005.140256 qam27
183550000004.640256 qam28
193630000004.540256 qam29
203710000004.540256 qam30
213790000004.540256 qam31
223870000004.640256 qam32
233950000004.540256 qam33
244030000004.440256 qam34



Downstream bonded channels

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

1Locked40.960155817
2Locked40.375555777
3Locked40.939675768
4Locked40.940975792
5Locked40.337195729
6Locked40.328155797
7Locked40.917615774
8Locked40.316955848
9Locked40.318285795
10Locked40.319695741
11Locked40.323404871
12Locked40.313535315
13Locked40.32886379
14Locked40.31516497
15Locked40.91436701
16Locked40.91276619
17Locked40.31076852
18Locked40.3756724
19Locked40.95182379
20Locked40.35152393
21Locked40.35682334
22Locked40.33484245
23Locked40.39673707
24Locked40.9114310072

Upstream bonded channels

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

13940000044.3512064 qam2
22580000044.3512064 qam4
33260000044.3512064 qam3
44619997644.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0040
3ATDMA0000
4ATDMA0030

 

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Message 9 of 21
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Re: All I want is a stable internet connection...

Part 2

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
4ncxv9873254k;fg87dsfd;kf



Primary Downstream Service Flow

SFID22349
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID22348
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

Network Log

Time Priority Description

09/11/2020 16:05:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 13:12:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 07:04:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 07:04:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 07:04:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 07:04:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 07:04:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 07:04:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 20:14:23noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 20:14:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 01:39:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 12:25:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 12:25:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 19:37:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:46:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:43:48criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:42:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:42:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:42:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:42:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 10 of 21
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Re: All I want is a stable internet connection...

my BQM 

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