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Ratti3
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Internet connection constantly going down (wired connected as well)

For about two weeks now my internet connection goes down for a few minutes and comes back up. It seems to happen more frequently at night.

It's not a wifi issue and my wired devices also stop working all at the same time.

The Virgin troubleshooting guide/diagnostics is useless, it just goes round in a loop and takes me back to square one, with no option at the end to say it did not fix the problem, I believe the troublshooting website has been intentionally designed to cause distress to the users.

I also see no way of contacting Virgin, either the option to call/chat is well hidden or no longer available.

I've tried the usual, checking cables, rebooting and factory reseting.

If the issue cannot be fixed I guess my option is to cancel the direct debit, can't work from home like this.

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Andrew-G
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Re: Internet connection constantly going down (wired connected as well)

Don't cancel the direct debit, it won't result in action by VM to resolve the fault, it will result in other action that won't be good for you:

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Abysmal-amp-Non-Existent-Customer-S...

To find out what's wrong, do the following.  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

Next, setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a link to a live, shared graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post that immediately.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Ratti3
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Re: Internet connection constantly going down (wired connected as well)

Hi,

Today the drops are for a few seconds but frequent.

I was unable to get the DS and US at the same time as the drops, here is the info:

#################
## DOWNSTREAM ###
#################

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 0.2 30 256 qam 9
2 210750000 -0.2 29 256 qam 10
3 218750000 -0.2 29 256 qam 11
4 226750000 -0.4 29 256 qam 12
5 234750000 -0.4 29 256 qam 13
6 242750000 0 30 256 qam 14
7 250750000 -0.2 30 256 qam 15
8 258750000 0 30 256 qam 16
9 266750000 0 29 256 qam 17
10 274750000 0 30 256 qam 18
11 282750000 0.7 30 256 qam 19
12 290750000 1.2 30 256 qam 20
13 298750000 1.9 31 256 qam 21
14 306750000 2.2 31 256 qam 22
15 314750000 1.9 31 256 qam 23
16 322750000 2.2 31 256 qam 24
17 402750000 2.2 33 256 qam 25
18 410750000 1.5 32 256 qam 26
19 418750000 1.7 32 256 qam 27
20 426750000 1.2 31 256 qam 28
21 434750000 1.5 31 256 qam 29
22 442750000 1.7 31 256 qam 30
23 450750000 1.7 32 256 qam 31
24 458750000 2 32 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 34.4 23174214 3204997
2 Locked 34.3 24167277 3788070
3 Locked 34.3 26149451 5925872
4 Locked 33.9 27988395 7272965
5 Locked 33.8 27061389 6212343
6 Locked 34.3 24070348 3541888
7 Locked 34.4 22013368 1991783
8 Locked 34.9 21385680 1795643
9 Locked 34.4 23731587 3210171
10 Locked 34.4 24045461 3974973
11 Locked 34.3 23614352 3143409
12 Locked 34.9 19566209 1006675
13 Locked 35.5 15964172 334385
14 Locked 35.7 13154219 180645
15 Locked 35.5 11367329 150426
16 Locked 35.5 9568511 143947
17 Locked 36.3 3089850 111651
18 Locked 35.9 5039029 118484
19 Locked 35.7 8591275 137388
20 Locked 35 12794628 173519
21 Locked 35 14109608 218954
22 Locked 34.9 12665460 196479
23 Locked 35.7 8234912 167345
24 Locked 36.1 5010766 147983

################
### UPSTREAM ###
################

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 43.2 5120 16 qam 4
2 46200000 46.3 5120 32 qam 2
3 39400000 42 5120 32 qam 3
4 53700000 43.8 5120 32 qam 1


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

###########
### LOG ###
###########

Time Priority Description
16/04/2021 20:31:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:31:35 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:31:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:31:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:31:25 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:31:22 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:30:15 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:29:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:29:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:29:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:28:45 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:27:54 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:27:39 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:24:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:24:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:24:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 19:18:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 19:18:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 19:15:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 19:15:9 critical SYNC 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 4 of 12
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Re: Internet connection constantly going down (wired connected as well)

Dreadful connection stats for the downstream channels. All signal noise ratios are low and RS errors are off- scale - usually indicates a noise issue.

To double check switch the Hub off and unplug it for a few minutes and then start up. 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.

See if the SNR values increase as well - if they still are low <35db its a definite issue that will need calling in for VM to check

--------------------
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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Ratti3
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Message 5 of 12
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Re: Internet connection constantly going down (wired connected as well)

The box outside is falling apart and has no cover, the neighbour also connects to my outside box because his is broken. When the Virgin engineer was here 4 years ago he said not to worry about it.

I will do the power off again and I'm running the thinkbb tests.
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Ratti3
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Re: Internet connection constantly going down (wired connected as well)

Turning it off made no difference to the stats, remember I already did a factory reset.

I captured this when I lost internet connectivity again:

Downstream bonded channels

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

12027500002.535256 qam9
2210750000235256 qam10
32187500002.235256 qam11
4226750000235256 qam12
5234750000235256 qam13
62427500002.435256 qam14
72507500002.235256 qam15
82587500002.535256 qam16
92667500002.735256 qam17
102747500002.735256 qam18
112827500003.235256 qam19
122907500003.735256 qam20
132987500004.436256 qam21
143067500004.836256 qam22
153147500004.536256 qam23
163227500004.836256 qam24
174027500004.537256 qam25
18410750000436256 qam26
194187500004.535256 qam27
204267500003.935256 qam28
214347500004.535256 qam29
224427500004.635256 qam30
234507500004.535256 qam31
244587500004.836256 qam32



Downstream bonded channels

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

1Locked34.4231742143204997
2Locked34.3241672773788070
3Locked34.3261494515925872
4Locked33.9279883957272965
5Locked33.8270613896212343
6Locked34.3240703483541888
7Locked34.4220133681991783
8Locked34.9213856801795643
9Locked34.4237315873210171
10Locked34.4240454613974973
11Locked34.3236143523143409
12Locked34.9195662091006675
13Locked35.515964172334385
14Locked35.713154219180645
15Locked35.511367329150426
16Locked35.59568511143947
17Locked36.33089850111651
18Locked35.95039029118484
19Locked35.78591275137388
20Locked3512794628173519
21Locked3514109608218954
22Locked34.912665460196479
23Locked35.78234912167345
24Locked36.15010766147983

 

Network Log

Time Priority Description

16/04/2021 22:00:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 22:00:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:59:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:59:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:59:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:59:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:59:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:59:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:58:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:54:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:54:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:01:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 21:01:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:58:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:58:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:57:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:57:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:57:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:57:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 20:57:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Ratti3
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Message 7 of 12
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Re: Internet connection constantly going down (wired connected as well)

Very odd, the service status checker shows no faults.

I phoned up and got a recorded message to say there is a complex issue in my postcode and engineers are looking into.

Can't wait until Gigabit City is rolled out in my area, they've been digging up the roads here left, right and centre.

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jbrennand
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Message 8 of 12
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Re: Internet connection constantly going down (wired connected as well)

As well as trying the “check service,” also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level

Your RS errors are identical to the first set - i.e. they didn't reset to 0 - can you try again.

Post up a photo of the omnibox too - that might precipitate a VM person to book you a Tech visit asap

--------------------
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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Ratti3
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Re: Internet connection constantly going down (wired connected as well)

The other number plays back the exact same recorded message.

Managed to speak to someone at Virgin, they say it's an area fault and someone will take a look on the 21st.

So the pre-recorded message of "we are working hard to fix the issue" is a complete lie.

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Zach_R
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Message 10 of 12
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Re: Internet connection constantly going down (wired connected as well)

Hi @Ratti3,

Thank you for your post and welcome to our community forums. We're here to help.

I'm very sorry to hear that you're having some problems with your connection recently.

I've taken a closer look at things and it appears that there is a known fault in the area which is likely the cause of your problems. The current estimated fix date/time is approximately 9:00am on April 21st, and if you'd like it for your records the fault reference number is F008945809.

If you continue to face problems with your service after this date/time has elapsed, please let us know and we'll be happy to investigate matters further.

Thanks,
 



Zach - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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