Broadband connection

[carolinehug]

Why is it that since you changed my hub so that I could continue to use my landline phone my broadband connection is CONSTANTLY dropping for a few seconds.You know the little 'world' icon in the taskbar? well it's popping on and off all day. I've even got a video website now telling me that I am not connected to the internet. When I click to open a new website, invariably I get the 'not connected' message and when I click on retry it connects - sure enough the little 'no access' icon appears in the taskbar every time. Something is not right here. Don't tell me to re-boot the hub. Done that, didn't make any difference and takes AGES to start again. Losing the will to live here and may well have to finally switch to another ISP. Fed Up with virgin.

[Tudor]

Let’s take a look at your stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[carolinehug]

When I go to go to 192.168.0.1 router mode it is asking for a password to log in - I have no idea what it is.

[carolinehug]

Downstream bonded channels

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

1	258750000	8.5	38	256 qam	16
2	250750000	8.8	38	256 qam	15
3	266750000	8.8	38	256 qam	17
4	274750000	8.4	38	256 qam	18
5	282750000	8.9	38	256 qam	19
6	290750000	8.9	38	256 qam	20
7	298750000	9	38	256 qam	21
8	306750000	8.6	38	256 qam	22
9	314750000	8.5	38	256 qam	23
10	322750000	8	38	256 qam	24
11	330750000	8.6	38	256 qam	25
12	338750000	8	38	256 qam	26
13	346750000	8.3	38	256 qam	27
14	354750000	8	38	256 qam	28
15	362750000	7.9	38	256 qam	29
16	370750000	8	38	256 qam	30
17	378750000	7.5	38	256 qam	31
18	386750000	7.5	38	256 qam	32
19	394750000	7.5	38	256 qam	33
20	402750000	7.8	38	256 qam	34
21	410750000	7.4	38	256 qam	35
22	418750000	7.5	38	256 qam	36
23	522750000	4.5	37	256 qam	37
24	530750000	5	38	256 qam	38

Downstream bonded channels

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

1	Locked	38.6	1154	8444
2	Locked	38.6	919	9772
3	Locked	38.6	1499	16442
4	Locked	38.9	1307	16892
5	Locked	38.6	1369	16854
6	Locked	38.6	1361	16722
7	Locked	38.6	944	9348
8	Locked	38.6	736	1570
9	Locked	38.9	810	1558
10	Locked	38.6	1050	14282
11	Locked	38.6	539	6900
12	Locked	38.6	744	6014
13	Locked	38.6	762	10122
14	Locked	38.6	729	17920
15	Locked	38.9	696	9909
16	Locked	38.9	756	1948
17	Locked	38.6	850	9743
18	Locked	38.9	865	1848
19	Locked	38.9	1193	10110
20	Locked	38.6	840	2013
21	Locked	38.6	535	2380
22	Locked	38.9	968	10319
23	Locked	37.6	2681	9979
24	Locked	38.6	2808	850

[carolinehug]

Refresh data

Upstream bonded channels

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

1	43099961	38.5	5120	64 qam	2
2	49600000	37.5	5120	64 qam	1
3	23600112	39.3	5120	16 qam	5
4	36599991	38.8	5120	64 qam	3
5	30099937	39	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	50	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	6	0

[carolinehug]

Refresh data

Network Log

Time Priority Description

07/12/2022 19:43:44	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 06:00:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 04:40:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 18:33:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:13:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:13:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:13:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:13:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:13:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:13:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:13:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:12:20	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:12:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:12:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:12:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:12:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:08:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:08:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:08:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2022 20:08:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[carolinehug]

Now what?

[jem101 · Accepted solution]

---

@carolinehug wrote:

Now what?

---

What now, is that someone, and it looks like that'll be me, tells you that, based on the log entries, and the system stats, you have a bad cable joint somewhere between your hub and the street cabinet. You're going to need a technician visit to find it and rectify it.

Hopefully a member of the forum team will get too this thread in a day or so and offer to help to book a visit, which is probably preferable to calling the customer services number, explaining that, yes, you have restarted the hub - many times, and OK it might well 'look' fine on your system, but it really isn't!

[carolinehug]

Well my sincere gratitude jem101 - what a clever person you are! I will look forward to someone from Virgin contacting me, well, I live in hope anyway!

[M_star99]

Surely Vm Engineer when installed would of seen the errors too??? I think it's reasonable to ask the VM to test the line and look at the logs when he is there so he can comment on them before they run away! Too many incidents ppl on say the vm engineer installs and then just runs off.  I wish these engineers actually test throughly the equipment, look at logs etc etc before they leave poor customers.