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s9750
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Message 1 of 11
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Intermittent Fault

I was hoping that a virgin staff member might see this and offer some assistance for our problem. I tried phoning but ended up in an automatic service where they reset my router, which didn't help. I tried the chat service and gave up as every time I tried to describe the problem it said it didn't understand.

Any way i am having a problem in that my internet connection drops completely. It is mainly only for a minute or two at a time, but still not great if you are in the middle of something. Sometimes the router reconnects itself and sometimes it needs a reboot to get connected again. It started when I had to register a couple of losses on the service status page and then I tried to keep a diary to show the drops - 

Friday 27/11/2020  1630
Saturday 05/12/2020 1520
Saturday  05/12/2020 1943
Sunday 06/12/2020 1621
Tuesday 08/12/2020 1903
Tuesday 08/12/2020 1911
Thursday 10/12/2020 1657
Friday 11/12/2020 2127
Sunday 13/12/2020 1927
Sunday 13/12/2020 2043
Monday 14/122020 0850 called 150. Automated service and reset hub.
Thursday 17/12/2020 1900
Friday 18/12/2020 2000
Friday 18/12/2020 2043
Ran check on service status page and no issue found.
Friday 18/12/2020 2216
Ran check again on service status page and no issue found.

Hope this all makes sense and someone can help me.

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jbrennand
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Message 2 of 11
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Re: Intermittent Fault

Key question... does the connection drop on ethernet cable connected devices at the same time as it drops on wifi connections? If you dont know - can you test it? That will help diagnose whether its a VM network connection issue or just a wifi issue - different solutions will apply.

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Intermittent Fault

Our V6 boxes are connected via ethernet and can't say that I have seen the internet light showing on the boxes. I will double check the next time it goes off to make sure. Thanks

 

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Re: Intermittent Fault

Test it on a laptop plugged directly into the Hub by ethernet cable and see whether it is "functioning" as soon as you see a wifi disconnection.

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 5 of 11
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Re: Intermittent Fault

Thanks again, I'll try and see if I can catch it next time it is off.

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Re: Intermittent Fault

Been off a couple of times again and it appears the laptop test above shows that wired connection is still working during the drop. So appears to be just WIFI.

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Message 7 of 11
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Re: Intermittent Fault

After many many attempts I managed to speak to a human, who immediately assessed that my hub was faulty and sent out a new on. It arrived yesterday and connected up. Wifi signal has dropped a couple of times today already we have a Hub3 and M500 broadband. Tried to copy streams below.

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

13310000002.540256 qam25
22670000002.238256 qam17
3275000000238256 qam18
42830000002.238256 qam19
52910000002.438256 qam20
62990000002.538256 qam21
73070000002.740256 qam22
83150000002.538256 qam23
93230000002.538256 qam24
103390000002.538256 qam26
113470000002.538256 qam27
123550000002.440256 qam28
133630000002.440256 qam29
143710000002.240256 qam30
153790000002.538256 qam31
163870000002.738256 qam32
173950000002.740256 qam33
184030000002.538256 qam34
194110000002.438256 qam35
204190000002.240256 qam36
214270000002.240256 qam37
22435000000238256 qam38
234430000001.940256 qam39
24451000000240256 qam40



Downstream bonded channels

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

1Locked40.317838324891400
2Locked38.93200526761292
3Locked38.93545406644918
4Locked38.93953406555178
5Locked38.94799156411207
6Locked38.66064666232541
7Locked40.97927966007959
8Locked38.910512495708495
9Locked38.913652985355468
10Locked38.922885304322500
11Locked38.928433433677337
12Locked40.331645253276894
13Locked40.334508182899543
14Locked40.337838602384711
15Locked38.939498692043927
16Locked38.940282381701161
17Locked40.339620561411026
18Locked38.938599021274687
19Locked38.936920181133168
20Locked40.33391694972181
21Locked40.33248050915018
22Locked38.93033426836655
23Locked40.32701208743199
24Locked40.32536743694367
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Re: Intermittent Fault

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

16030000043.8512064 qam9
23940000041.3512064 qam12
34620000042.3512064 qam11
45370000043.3512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0070
2ATDMA00100
3ATDMA0040
4ATDMA0080
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Re: Intermittent Fault

Time Priority Description

16/01/2021 22:17:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 21:09:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:49Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:22:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 10 of 11
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Re: Intermittent Fault

Logs look iffy. Some issues in the stats that may be historical accumulation from the Hub's previous owner (assuming it's refurbished) so can you do thsi...
_____________________________________________________________________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax 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, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

Also, in the meantime... if you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.