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Turin
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Internet is cutting out every few minutes and wifi range is terrible.

I've had VM for up to 10 years, usually no problems. but lately I've been having horrible issues with my equipment, it seems to be restarting itself every few minutes or the connection on the line is noisy.

I'm posting my logs here to speed things up. any help is appreciated.

I'm on superhub 2aC.

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID6345
Frequency (Hz)25800000462000003940000032600000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)41.7543.2543.0042.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1000
T4 Timeouts0000

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)4.264.193.933.573.203.152.782.43
RxMER (dB)36.8434.4832.3234.9338.6138.9838.6138.61
Pre RS Errors3421491505996720116335948836831680672425
Post RS Errors43461833392597198452982297303303324


 

Network Log

First TimeLast TimePriorityError NumberDescription
23/10/2019 19:15:55 GMT23/10/2019 19:15:55 GMTWarning (5)84020200Lost MDD Timeout
23/10/2019 19:15:55 GMT23/10/2019 19:15:55 GMTWarning (5)84020200Lost MDD Timeout
23/10/2019 19:15:51 GMT23/10/2019 19:15:51 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:50 GMT23/10/2019 19:15:50 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:47 GMT23/10/2019 19:15:47 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:47 GMT23/10/2019 19:15:47 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:44 GMT23/10/2019 19:15:44 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:43 GMT23/10/2019 19:15:43 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:27 GMT23/10/2019 19:15:27 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:26 GMT23/10/2019 19:15:26 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:23 GMT23/10/2019 19:15:23 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:23 GMT23/10/2019 19:15:23 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:20 GMT23/10/2019 19:15:20 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:20 GMT23/10/2019 19:15:20 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:18 GMT23/10/2019 19:15:18 GMTWarning (5)84020200Lost MDD Timeout
23/10/2019 19:15:03 GMT23/10/2019 19:15:03 GMTWarning (5)84020200Lost MDD Timeout
23/10/2019 19:15:01 GMT23/10/2019 19:15:01 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:15:01 GMT23/10/2019 19:15:01 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:14:58 GMT23/10/2019 19:14:58 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
23/10/2019 19:14:58 GMT23/10/2019 19:14:58 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync



I've been reluctant to upgrade to SH3 because of the bad reputation with gaming.

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Re: Internet is cutting out every few minutes and wifi range is terrible.

Low SNR on three downstream channels and those three channels have a high number of Post RS errors.

You will probably need a VM technician to visit and check your connection.  You can call VM and try to book a visit or wait for the forum team to get to this thread and they can help you book a visit.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

 

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Re: Internet is cutting out every few minutes and wifi range is terrible.

vmsd.png

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Re: Internet is cutting out every few minutes and wifi range is terrible.

I'm on the phone now as its become a bit too unbearable. hoping I don't have to go through all the troubleshooting steps.

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Re: Internet is cutting out every few minutes and wifi range is terrible.

@SCA1972 Would putting the router in modem mode and buying my own router fix this issue or does this mean there's a problem with the line?
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Re: Internet is cutting out every few minutes and wifi range is terrible.


@Turin wrote:
@SCA1972 Would putting the router in modem mode and buying my own router fix this issue or does this mean there's a problem with the line?

There is a problem with the line, which is why it is cutting out.  Getting your own router might improve your WiFi range though, as the line fault has no bearing on WiFi range.

Fingers crossed you get through to a decent person at the call centre 🤞.  Probably best not to mention the WiFi range, they will fob you off, just concentrate on the connection dropping out. 

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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

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Re: Internet is cutting out every few minutes and wifi range is terrible.

Hi Turin,

 

Thanks for posting. I am sorry to hear of the broadband issues. 

 

I have checked the account and the hub is showing offline. I've therefore ran a diagnostic check, and it's asking me to ask, have you received a calling card to call us and quote RP Block? If not, are there any lights showing on the hub?

 

Kind regards,

John_GS
Forum Team

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Re: Internet is cutting out every few minutes and wifi range is terrible.

The guy on the line was great. he ran a test on the line then booked me a technician for tomorrow. Thanks for the advice on the wifi it's much appreciated. I think I will get the same set up as you. The VM hub in modem mode with Netgear R7000 as a router. I've never done that before but I presume it's pretty straight forward. 

Thanks again for the quick replies SCA1972.

Edit:  John, I just went through that with support on the phone. They have booked me a technician for tomorrow. I'm sure he will be able to get things working again. Thank you two, very quick replies, it's appreciated.