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Intermittent connection drops

For the past week or so I've been having short but annoying connection issues. Manifests itself as 30 second drop out of all internet connectivity and then it's back to being as good as gold, so its hard to notice unless streaming or actively browsing. Today it's been doing it for 5 minutes or so at a time. Weirdly though the modem doesn't seem to fall off the network, with the light remaining magenta and the internet light not flashing during the problem.

BQM and Power levels below. Pre and Post errors look high and my downstream power levels used to sit around 0, so something has definitely gone a bit wonky recently:

fe43a5aa1fcba3e589e8e4894e42e3a560244b51-25-09-2019

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12510000005.340256 qam15
21950000005.940256 qam8
32030000005.840256 qam9
42110000005.538256 qam10
52190000005.540256 qam11
62270000005.338256 qam12
72350000005.140256 qam13
82430000005.140256 qam14
92590000005.538256 qam16
102670000005.638256 qam17
112750000005.540256 qam18
122830000005.638256 qam19
132910000005.638256 qam20
14299000000638256 qam21
153070000005.838256 qam22
163150000005.838256 qam23
17323000000638256 qam24
183630000006.138256 qam25
193710000006.140256 qam26
203790000006.138256 qam27
213870000006.138256 qam28
223950000006.138256 qam29
234030000006.138256 qam30
244110000005.938256 qam31



Downstream bonded channels

ChannelStatus RxMER (dB)Pre RS ErrorsPost RS Errors
1Locked40.3361297124
2Locked40.3357089701
3Locked40.3346309090
4Locked38.9356768577
5Locked40.3406627550
6Locked38.9419517228
7Locked40.3412687566
8Locked40.3397147735
9Locked38.9333586892
10Locked39.3325646578
11Locked40.3297435900
12Locked38.9267566005
13Locked38.6246705609
14Locked38.9226825869
15Locked38.9202735312
16Locked38.9165954567
17Locked38.9144093801
18Locked38.6141042861
19Locked40.9150862527
20Locked38.9161622471
21Locked38.6153782259
22Locked38.9148282163
23Locked38.9143522069
24Locked38.6157541917

 

Upstream

Channel

Frequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID

1

602999424.725512064 qam1
2394000004.725512064 qam4
3461999764.775512064 qam3
4536999493.675512064 qam2
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Re: Intermittent connection drops

Hello

Downstream way out looks like noise on the line, can you please check that all connections to all VM equipment are hand tight and also check for any un terminated splitters etc.

If after that the issue still remains then you will need an engineer to resolve, which can take time as it could be anybody else connected to same box in the street.

Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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Re: Intermittent connection drops

Downstream power levels look ok - in range (-6 - >10). Some PostRS errors though - which may be historic. Can you reboot the Hub to reset the values to 0 (check they have) and then check again after a few hours and tomorrow to see if they are building up again. Also, post up the Network Logs data.

--------------------
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: Intermittent connection drops

Cheers both. Re-re-re-tightened all connections and rebooted the modem and given it 24 hours to settle. If anything the pre-rs errors are worse 😄

8cbf44a69fc4f28ab718f9be98a96a187d94ef82-26-09-2019

Downstream Bonded Channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12510000008.640256 qam15
219500000010.540256 qam8
32030000001040256 qam9
42110000009.640256 qam10
52190000009.540256 qam11
6227000000940256 qam12
72350000008.940256 qam13
82430000008.540256 qam14
92590000008.839256 qam16
102670000008.640256 qam17
112750000008.540256 qam18
122830000008.540256 qam19
132910000008.538256 qam20
142990000008.538256 qam21
153070000008.338256 qam22
163150000008.138256 qam23
173230000008.338256 qam24
18363000000838256 qam25
19371000000838256 qam26
203790000007.938256 qam27
213870000007.838256 qam28
223950000007.638256 qam29
234030000007.538256 qam30
244110000007.538256 qam31



Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked40.3958368720
2Locked40.313432807631
3Locked40.312865644561
4Locked40.912643143394
5Locked40.912154582180
6Locked40.312049821505
7Locked40.31115751827
8Locked40.31042249827
9Locked39.3929179404
10Locked40.9843000274
11Locked40.3783943390
12Locked40.3721159348
13Locked38.9695115272
14Locked38.9621209234
15Locked38.9559568295
16Locked38.6511910363
17Locked38.6386807384
18Locked38.9189752528
19Locked38.6184399248
20Locked38.9162489269
21Locked38.9136296626
22Locked38.91115011263
23Locked38.9970111317
24Locked38.983800748

 

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
1602999693.95512064 qam1
2394000003.7512064 qam4
3462000073.75512064 qam3
4536999963.925512064 qam2

 

TimePriorityDescription
21/09/2019 02:47:41Warning!RCS Partial Service;
21/09/2019 03:58:10criticalNo Ranging Response received - T3 time-out;
21/09/2019 14:03:54Warning!RCS Partial Service;
21/09/2019 14:03:54criticalNo Ranging Response received - T3 time-out;
23/09/2019 04:21:27Warning!RCS Partial Service;
23/09/2019 08:46:9ErrorDHCP RENEW sent - No response for IPv4;
24/09/2019 16:16:13ErrorDHCP REBIND WARNING - Field invalid in response;
24/09/2019 16:16:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;
25/09/2019 13:35:34criticalNo Ranging Response received - T3 time-out;
25/09/2019 14:32:8Warning!RCS Partial Service;
25/09/2019 17:43:46criticalSYNC Timing Synchronization failure - Loss of Sync;
25/09/2019 17:43:46Warning!RCS Partial Service;
25/09/2019 17:43:46criticalSYNC Timing Synchronization failure - Loss of Sync;
25/09/2019 17:43:52Warning!Lost MDD Timeout;
25/09/2019 17:47:34criticalNo Ranging Response received - T3 time-out;
25/09/2019 17:53:31Warning!RCS Partial Service;
25/09/2019 17:53:50criticalSYNC Timing Synchronization failure - Loss of Sync;
25/09/2019 17:54:19Warning!RCS Partial Service;
25/09/2019 22:07:50criticalNo Ranging Response received - T3 time-out;
26/09/2019 13:19:9Warning!RCS Partial Service;
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Re: Intermittent connection drops

Hi Skie,

 

Thank you for reaching out to us on the forums. I'm sorry that you've been experiencing broadband issues, we can certainly look to get this resolved for you.

 

In taking a look at the backend of your services, I can see that some of your downstream channels are now reporting power levels between 10-12 which is above spec. In order to resolve this for you, we'll need to arrange an engineer visit. I'll send you a private message now to clear account security, please head to the purple envelope in the top right corner to respond.

 

Thanks,

Rachael

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Re: Intermittent connection drops

Thanks again for joining me for a private message 🙂 Please do keep us posted regarding the engineer visit, we can always investigate further if the issue persists.

 

Rachael

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Re: Intermittent connection drops

Engineer visited and fitted an attenuator and the connection hasn't had a drop since, so looks like it's all sorted.

Cheers for the help!
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