Internet keeps dropping out briefly

[NICK_GIFF]

Good afternoon everyone,

The past week or so my internet keeps dropping for about 10-20 seconds intermittently, both on wired and wireless, which is fairly frustrating as it is interrupting online work calls and, less importantly, online gaming as I am being constantly kicked off the servers of games such as FIFA mid-game.

Obviously this is a less than desirable state of affairs and does seem to have started happening since I saw a Virgin Media van parked on the road outside my flat last Monday, so I wonder if they've accidentally done something to my connection in the external box?

I've just set up a BQM (although its showing no results as yet) and I'm trying to post my downstream levels, upstream levels, and Network log but it keeps saying 'Please correct the highlighted errors and try again' when I try to post them - but no errors are highlighted.

[NICK_GIFF]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 387000000 -8 38 256 qam 32
2 203000000 -3.9 38 256 qam 9
3 211000000 -4 38 256 qam 10
4 219000000 -3.7 38 256 qam 11
5 227000000 -3.7 38 256 qam 12
6 235000000 -3.7 38 256 qam 13
7 243000000 -3.7 40 256 qam 14
8 251000000 -3.5 40 256 qam 15
9 259000000 -4 40 256 qam 16
10 267000000 -4.5 40 256 qam 17
11 275000000 -4.7 40 256 qam 18
12 283000000 -4.9 38 256 qam 19
13 291000000 -5 38 256 qam 20
14 299000000 -5 38 256 qam 21
15 307000000 -4.7 38 256 qam 22
16 315000000 -4.4 40 256 qam 23
17 323000000 -4.5 38 256 qam 24
18 331000000 -5 40 256 qam 25
19 339000000 -5.5 38 256 qam 26
20 347000000 -6 38 256 qam 27
21 355000000 -6.7 38 256 qam 28
22 363000000 -7 38 256 qam 29
23 371000000 -6.9 38 256 qam 30
24 379000000 -7 38 256 qam 31


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 1430 28383
2 Locked 38.9 851 9
3 Locked 38.6 59 10
4 Locked 38.9 118 12
5 Locked 38.9 224 11
6 Locked 38.6 463 13
7 Locked 40.3 545 10
8 Locked 40.3 577 17
9 Locked 40.3 442 39
10 Locked 40.3 795 8
11 Locked 40.3 950 2
12 Locked 38.9 359 28
13 Locked 38.9 117 2
14 Locked 38.9 139 19
15 Locked 38.9 67 0
16 Locked 40.3 54 0
17 Locked 38.9 50 1
18 Locked 38.9 50 1
19 Locked 38.6 53 0
20 Locked 38.6 38 5
21 Locked 38.6 33 4
22 Locked 38.9 39 1
23 Locked 38.9 45 0
24 Locked 38.9 46 1

[NICK_GIFF]

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25799976 42 5120 64 qam 6
2 32599998 42.8 5120 64 qam 5
3 39399981 45 5120 64 qam 4
4 46199983 44.3 5120 64 qam 3


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

[NICK_GIFF]

Network Log

Network Log

Time	Priority	Description
10/04/2022 14:32:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 14:10:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 14:09:48	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 10:34:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**:21:03;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 10:12:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 07:36:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2022 04:41:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 10:50:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 10:30:51	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 10:30:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 18:23:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 17:44:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2022 13:08:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=00:**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2022 12:55:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2022 23:01:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=00:**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2022 22:03:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 09:02:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 09:01:36	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 09:01:36	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2022 00:24:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 
As far as I can tell the TV is working perfectly, its just the actual broadband which is affected. My set up is to have the Superhub 3.0 in Modem Mode and then running to an Asus Router, from which both one permanent wired connection and one occasional wired connection (the PS4 which is not permanently set up) run as well as the Wifi.

One other thing to note - I often use white noise on Youtube in the night to help me sleep but the 'critical error' at 4.41am this morning caused it to stop and woke me up. I went to look at the Superhub in the living room and briefly the Hub's main light was green rather than purple and the connection light was flashing green. However, the internet was quickly restored and all went back to normal without any intervention. The Critical moments on the network log do correspond with disconnections but I haven't noticed the green lights at other times.

The power levels and Network log mean very little to me (I've removed the MAC address for safety) so I'm hoping someone can help/ advise! 🙂

[jbrennand]

Your down power levels are all low and RS errors may be an issue. So can you do this...
_____________________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. 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 (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

If several of the down powers are below -6dBmV you will also need a Tech visit to rectify

[NICK_GIFF]

Hi John,

Thanks for your response. At about 6.30am I did as you suggested and turned the power off before disconnecting and reconnecting all of the cables. It has perhaps been slightly better this morning but I did notice a brief outage on a wired connection about 15 minutes ago - although this isn't showing on the Network log.

The RS errors and T3 errors all reset to 0 (I think) but the post RS errors are now all concentrated solely in Channel 1 (which sadly means not a lot to me!).

Downstream bonded channels

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

1	387000000	-8.4	38	256 qam	32
2	203000000	-4.2	38	256 qam	9
3	211000000	-4.4	38	256 qam	10
4	219000000	-4.2	40	256 qam	11
5	227000000	-4	38	256 qam	12
6	235000000	-4.2	38	256 qam	13
7	243000000	-4	40	256 qam	14
8	251000000	-4	40	256 qam	15
9	259000000	-4.5	40	256 qam	16
10	267000000	-5	38	256 qam	17
11	275000000	-5.2	40	256 qam	18
12	283000000	-5.2	38	256 qam	19
13	291000000	-5.5	38	256 qam	20
14	299000000	-5.5	38	256 qam	21
15	307000000	-5.2	38	256 qam	22
16	315000000	-4.7	40	256 qam	23
17	323000000	-4.9	38	256 qam	24
18	331000000	-5.5	38	256 qam	25
19	339000000	-6	38	256 qam	26
20	347000000	-6.5	38	256 qam	27
21	355000000	-7.4	38	256 qam	28
22	363000000	-7.5	38	256 qam	29
23	371000000	-7.4	38	256 qam	30
24	379000000	-7.5	38	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	542	1191
2	Locked	40.3	28	0
3	Locked	38.6	8	0
4	Locked	40.3	240	0
5	Locked	38.9	462	0
6	Locked	40.3	165	0
7	Locked	40.3	80	0
8	Locked	40.3	211	0
9	Locked	40.3	501	0
10	Locked	40.3	967	0
11	Locked	40.9	1235	0
12	Locked	40.3	372	0
13	Locked	40.3	75	0
14	Locked	38.6	40	0
15	Locked	40.3	6	0
16	Locked	40.3	5	0
17	Locked	40.9	6	0
18	Locked	40.3	5	0
19	Locked	38.9	2	0
20	Locked	38.9	3	0
21	Locked	38.9	2	0
22	Locked	38.9	6	0
23	Locked	38.9	7	0
24	Locked	38.9	7	0

Upstream bonded channels

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

1	25799981	42	5120	64 qam	6
2	32600021	43	5120	64 qam	5
3	39400056	45	5120	64 qam	4
4	46199991	45.5	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[jbrennand]

Yes its not really improved. I will ask VM to come here and take a look

[NICK_GIFF]

Thanks John, shame the reset didn't help.

[Beth_G]

Hi NICK_GIFF,

Thank you for your post, I'm really sorry to hear you've been affected by some broadband issues recently. As jbrennand has advised, your specs aren't looking too good.

There are no known outages in your area which could be causing this, so we will need to look into scheduling an engineer visit to take a look.

I'll pop you over a PM now so I can arrange this with you.

Thanks

[Beth_G]

Hi NICK_GIFF,

Thanks for confirming your details with me via PM.
I've now booked in the next available engineer slot for you - to view the appointment time slot or rearrange, please head over and sign into your My Virgin Media account here

Please do let us know how the visit goes and if you need anything else from us in the meantime.  🙂

Kind regards