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tchiscilo
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Intermittent dropouts

Hello,

I've had Virgin Media for almost two years and never had any issues until two weeks ago. I started experiencing intermittent internet outages that would happen every 5-10 minutes and last for 20-60 seconds each time. I've been monitoring this with a software called Net Uptime Monitor.

As this obviously rendered the service unusable, I contacted Virgin who sent me a replacement Hub 3. Since replacing the Hub, the situation has improved a lot, but i am still experiencing random internet dropouts throughout the day which, as before, last for up to 60 seconds on each occasion. This obviously still affects me during gaming, work meetings, streaming etc..

Below, I have attached two QoS graphs. The first is with the old router, when the problem started happening. The second is 2-3 days after the new router was connected. Each red spike corresponds to a short dropout.

01eeae22fc8b77c7a610e41f8c874e0c1840ec52-10-08-2020

 

 

74c19aa05ce0993a0b1cd4457149ad9fd29821a2-17-08-2020

 

I know that Virgin are busy at the moment and appreciate any assistance or guidance you may be able to offer with this. 

 

 

Anonymous
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Message 2 of 11
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Re: Intermittent dropouts

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

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tchiscilo
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Re: Intermittent dropouts

Thanks for your reply. See below.

Downstream bonded channels

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

1211000000-3.237256 qam10
2139000000-2.538256 qam1
3147000000-2.238256 qam2
4155000000-2.538256 qam3
5163000000-2.737256 qam4
6171000000-2.538256 qam5
7179000000-2.938256 qam6
8187000000-2.437256 qam7
9195000000-2.538256 qam8
10203000000-337256 qam9
11219000000-2.537256 qam11
12227000000-2.237256 qam12
13235000000-237256 qam13
14243000000-237256 qam14
15251000000-1.737256 qam15
16259000000-1.537256 qam16
17267000000-1.238256 qam17
18275000000-1.537256 qam18
19283000000-1.437256 qam19
20291000000-1.537256 qam20
21299000000-1.537256 qam21
22307000000-1.537256 qam22
23315000000-237256 qam23
24323000000-2.437256 qam24



Downstream bonded channels

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

1Locked37.618952458
2Locked38.626463032
3Locked38.920902187
4Locked38.619442310
5Locked37.619392562
6Locked38.618205198
7Locked38.919583418
8Locked37.617823935
9Locked38.615812854
10Locked37.616853017
11Locked37.619202156
12Locked37.617141873
13Locked37.315022053
14Locked37.614122253
15Locked37.612331983
16Locked37.611901706
17Locked38.610911193
18Locked37.610501218
19Locked37.69961156
20Locked37.6958968
21Locked37.610441027
22Locked37.61010833
23Locked37.31104974
24Locked37.31028882

 

Upstream bonded channels

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

1394000005.55512064 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

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tchiscilo
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Re: Intermittent dropouts

Network Log

Time Priority Description

19/08/2020 15:46:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 15:46:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 15:46:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 15:46:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 14:15:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 14:15:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 13:27:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 13:27:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 09:35:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 05:50:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 21:32:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 14:35:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 14:35:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 14:30:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 14:30:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 18:46:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 18:46:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 17:59:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 17:53:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 17:50:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Helpful Answer

Re: Intermittent dropouts

You only have one upstream channel (There should be four).

The power level is too high on the channel that is available:

Upstream bonded channels

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

1394000005.55512064 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

You need an engineer visit to resolve.

tchiscilo
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Re: Intermittent dropouts

Thanks for that. I'll get in touch with Virgin.

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Thommo78
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Re: Intermittent dropouts

Spoiler
 

Hi,

 

I have recently joined virgin media within 30 days for broadband.

Everyday, my connection drops. Any idea how I resolve? 

 

Thanks

 

 

 

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Steven_L
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Re: Intermittent dropouts

Hey Thommo78,

 

I have been able to locate your account and can see that you have had a technician visit since you last posted. Was this visit from the technician a successful one and fixed all of your connection issues?

 

Regards

Steven_L

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Thommo78
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Re: Intermittent dropouts

Hi Steven,

Sorry for the delay, I wanted it time to settle after the lad came out. 

So, the analysis is that, the connection appears to lag. I was on a microsoft teams call and it the connection was really poor, it keeps breaking up and not fluid.

I have also picked up that the connection sometimes drops when I am up stairs

The connection is still not great, furthermore, when I raised this, I.was told that I would receive a credit on the billing for poor quality of service. This has not happened yet?

I am actually considering canceling and going back to sky, as although it was slow, the connection was flawless and it was not fibre.

 

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John_GS
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Re: Intermittent dropouts

Hi Thommo78

 

Thanks for posting. My apologies for the delayed reply and the broadband issues.

 

I've checked the system and can see no issues, all levels in spec. I hope everything is sorted, however please let me know if you need further assistance

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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