Intermittent 2 min drops in connection

[mycleung]

I've been getting really frequent ~2 min drops in my connection and the router status logs are showing some concerning error rates - pasted below about 20 hours after a restart. Can anyone help me out please?

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
307000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 307000000 -1.5 38 256 qam 22
2 203000000 2.5 38 256 qam 9
3 211000000 2 38 256 qam 10
4 219000000 2 38 256 qam 11
5 227000000 2 38 256 qam 12
6 235000000 2 40 256 qam 13
7 243000000 1.5 38 256 qam 14
8 251000000 1 38 256 qam 15
9 259000000 1 38 256 qam 16
10 267000000 1.2 40 256 qam 17
11 275000000 0.7 38 256 qam 18
12 283000000 -0.2 38 256 qam 19
13 291000000 -0.5 38 256 qam 20
14 299000000 -1 38 256 qam 21
15 315000000 -1.5 38 256 qam 23
16 323000000 -2.2 38 256 qam 24
17 331000000 -2.5 38 256 qam 25
18 339000000 -2.4 38 256 qam 26
19 347000000 -2.5 38 256 qam 27
20 355000000 -3.2 38 256 qam 28
21 363000000 -3.5 38 256 qam 29
22 371000000 -3.7 38 256 qam 30
23 379000000 -4.2 38 256 qam 31
24 387000000 -4.4 38 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 7693 47314
2 Locked 38.6 13718 39129
3 Locked 38.9 2279 59844
4 Locked 38.9 3500 53605
5 Locked 38.9 3468 53525
6 Locked 40.3 3617 62348
7 Locked 38.9 2877 53955
8 Locked 38.9 3305 66975
9 Locked 38.9 2699 58009
10 Locked 40.3 4000 64552
11 Locked 38.6 5563 64469
12 Locked 38.9 14805 55837
13 Locked 38.9 16930 53935
14 Locked 38.9 7016 49744
15 Locked 38.9 7606 47745
16 Locked 38.9 8967 46426
17 Locked 38.9 9247 53997
18 Locked 38.9 7913 52503
19 Locked 38.9 9222 51589
20 Locked 38.9 14137 47468
21 Locked 38.9 20303 48545
22 Locked 38.9 28865 41412
23 Locked 38.9 29004 40225
24 Locked 38.9 16204 59631

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 4.225 5120 64 qam 2
2 46200000 4.2 5120 64 qam 3
3 60300000 4.25 5120 64 qam 1
4 39400004 4.125 5120 64 qam 4

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

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u-b.cm

Primary Downstream Service Flow
SFID 1064488
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 1064487
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Time Priority Description
22/08/2020 15:46:41 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:54 critical No Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:49 Warning! Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:43 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:42 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:42 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:38 critical No Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:28 Warning! Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:24 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:23 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 13:23:47 Warning! Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 13:23:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 13:23:43 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 13:23:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 13:23:43 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 11:00:30 Warning! Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/74e0b93e86901938583c74e4ff43ea4bf6a8b2af

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/74e0b93e86901938583c74e4ff43ea4bf6a8b2af"><img alt="My Broadband Ping - Virgin Media Wilberforce" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/74e0b93e86901938583c74e4ff43ea4bf6a8b2af.png" /></a>

[Hayley_S]

Hello @mycleung.

I am sorry that you have an ongoing area issue.

I have checked this and it looks like the estimated fixture time has been changed to the 5/8/21 11:50am.

We are hoping for this to be fixed asap. 

Many thanks,

[mycleung]

> As you mentioned that your neighbour is also experiencing the issue, this does show that the issue is not isolate to your property/connection.

Just to clarify on this, our neighbour is upstairs in the same building so I still very much suspect the problem is in the connection to our house

[Hayley_S]

Hello @mycleung.

The issue is not to do with your home or your neighbour.

It is an area fault, we are working to fix the as soon as possible, please see my previous response for the estimated date and time.

Many thanks,

[mycleung]

Hello,

We're past the expected resolution time now and the issue's still here. Any chance I could get an update please?

[Serena_C]

Hi @mycleung

Thanks for getting back to us - I'm sorry to hear that the issue is still ocurring.

I have taken a look and unfortunately the estimated fix time has been pushed back to 11:50am on 06/08/2021. Unfortunately some faults are more complex and can take longer for our engineers to resolve. Please bear with us and we will have your services back up and running asap.

Kind regards,

Serena

[mycleung]

Hello,

Unfortunately, I am still experiencing the above-mentioned drops in connectivity. This is now the third time I have been told the area issue at fault will be fixed, and the third time it has not been resolved. Please can you give me another updated date and time for this resolution?

My partner and I are working from home during the pandemic and these regular connectivity lapses (about 5 to 10 times an hour at least) are extremely disruptive and mean that we are unable to use our Virgin connection for work - the consistent drops in connection make professional meetings impossible. We therefore have found it necessary to pay for additional mobile data in order to work from our mobile phone networks. I would be grateful if you could refund me the full cost of these past few months (June, July, and now August) during which the connection service we have paid for has not been provided. Additionally, I would like to know whether this problem is ever actually likely to be resolved, as this situation is unsustainable for us and if it is likely to continue much longer we will have to look for alternative providers.

Many thanks,

Michael

[Kath_F]

Hi Michael, 

Thanks for coming back to us via the Community with an updated. We're really sorry to hear that things are ongoing for you. 

I've taken a look at the account today and it looks as though this fault is ongoing I'm afraid. There are notes on the fault to show that someone is actively working on getting this resolved though so hopefully there won't be too much of a wait. 

There is a second fault that was opened late last night which is affecting the signals on the line so this won't be helping the situation either. The details of that fault are below:

• Fault reference number: F009210606  
• Estimated fix time: 09 AUG 2021 16:00
• Description: Status report || You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

I have made a note of this on your account so the team know you are affected. 

In terms of the credit, we're not able to credit full months I'm afraid but am able to get a complaint raised for you. In order to do that I will need to pass data protection with you. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[mycleung]

Thanks for doing that, have replied.

Since we're past the expected resolution time, please could you let me know what the statuses of these faults are?

[jbrennand]

The fix times are "estimated" not "expected" - there is a subtle but huge difference.

Have you been informed of what the issue actually is ?

Did they say SNR or Contention, or something else perhaps?

Can you post the link to.... "share live graph" from your BQM

[mycleung]

Hey @jbrennand 👋

> The fix times are "estimated" not "expected" - there is a subtle but huge difference.

Considering today's was the 4th 'estimated' fix time that's come and gone in the last 15 days, you can rest assured I'm aware there's a difference between expectation and reality here.

> Have you been informed of what the issue actually is ?

> Did they say SNR or Contention, or something else perhaps?

Unfortunately not, I'd love to know about the technical detail but I can also understand why none of the VM staff have shared more detail - ultimately it doesn't help the area fault resolve any faster.

> Can you post the link to.... "share live graph" from your BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9ead8e8dbd52656180104a31fe3497e83c...