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Gazmoore86
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Losing connection 2 or 3 times an hour

My broadband connection keeps dropping multiple times a day and this is getting progressively more frequent – to the point where it was going down every hour and now 2 or 3 times an hour. We have been losing connection for quite a while now but the frequency of this is now getting ridiculous.

The first we know of this is the solid white arrows on the V6 TV box as the router still has a solid white light for another 5-10 minutes or so before seemingly resetting itself as the green lights flash and a connection is re-established. Our broadband is then back before the cycle happens again 20 or 30 minutes later.

Our network log shows multiple ‘warning!’ and ‘critical’ priorities and I am getting descriptions that start:

  • RCS Partial Service
  • SYNC Timing Synchronization failure - Loss of Sync
  • No Ranging Response received - T3 time-out
  • Unicast Maintenance Ranging attempted - No response - Retries exhausted

I believe there is an issue with the router and I have tried calling Customer Services to describe all of the above but they don’t seem to listen, just tell me there is a local issue and there has been since August (!), due to be fixed by 16th December. I don’t believe however that the local issue would cause me to lose my broadband multiple times an hour, or give me the descriptions in the network log above. We also have other people in our block who have Virgin Broadband who aren’t experiencing the same issue.

I need an engineer to come and look at this, or at the very least a new router - can someone please help! 

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MikeRobbo
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Alessandro Volta
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Message 2 of 8
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Re: Losing connection 2 or 3 times an hour

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 8
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Re: Losing connection 2 or 3 times an hour

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Gazmoore86
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Message 4 of 8
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Re: Losing connection 2 or 3 times an hour

My BQM 

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Gazmoore86
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Re: Losing connection 2 or 3 times an hour

Downstream bonded channels

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

1267000000438256 qam17
2139000000137256 qam1
31470000002.438256 qam2
4155000000238256 qam3
51630000001.538256 qam4
6171000000138256 qam5
71790000000.938256 qam6
81870000001.238256 qam7
91950000001.538256 qam8
102030000001.938256 qam9
112110000002.538256 qam10
122190000003.238256 qam11
132270000003.538256 qam12
14235000000438256 qam13
152430000004.338256 qam14
162510000004.138256 qam15
172590000004.138256 qam16
182750000003.738256 qam18
19283000000438256 qam19
202910000003.538256 qam20
212990000003.738256 qam21
223070000003.538256 qam22
233150000003.538256 qam23
243230000003.738256 qam24



Downstream bonded channels

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

1Locked38.9157173
2Locked37.3128711967
3Locked38.6582574
4Locked38.6378464
5Locked38.6414466
6Locked38.6253540
7Locked38.6266530
8Locked38.6363491
9Locked38.6231491
10Locked38.9211442
11Locked38.6172230
12Locked38.9217141
13Locked38.9311148
14Locked38.9288134
15Locked38.9166242
16Locked38.9120128
17Locked38.9110105
18Locked38.9144149
19Locked38.9117217
20Locked38.6104209
21Locked38.9106121
22Locked38.9104235
23Locked38.9134146
24Locked38.9131159

 

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Gazmoore86
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Re: Losing connection 2 or 3 times an hour

Upstream bonded channels

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

13940000045.8512064 qam4
24620000047512064 qam3
33260000045.8512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA006050

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078-b.cm



Primary Downstream Service Flow

SFID60226
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID60225
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

10/12/2020 12:03:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:59:55criticalNo Ranging Response received - T3 time-out;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:59:52Warning!RCS Partial Service;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:59:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:59:51criticalNo Ranging Response received - T3 time-out;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:59:49Warning!RCS Partial Service;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:59:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:59:49Warning!RCS Partial Service;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:59:49criticalNo Ranging Response received - T3 time-out;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:59:49Warning!RCS Partial Service;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:59:41criticalNo Ranging Response received - T3 time-out;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:57:55Warning!RCS Partial Service;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:57:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:57:55Warning!RCS Partial Service;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:57:55criticalNo Ranging Response received - T3 time-out;CM-MAC=removedMAC=removed
10/12/2020 11:57:53Warning!RCS Partial Service;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:57:52criticalNo Ranging Response received - T3 time-out;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:57:51Warning!RCS Partial Service;CM-MAC=removedCMTS-MAC=removed
10/12/2020 11:57:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=removedMAC=removed
10/12/2020 11:57:51Warning!RCS Partial Service;CM-MAC=removedMAC=removed

 

Thanks - I've removed all MAC addresses from the Network Log to be on the safe side.

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MikeRobbo
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Alessandro Volta
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Message 7 of 8
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Re: Losing connection 2 or 3 times an hour

You only have three Upstream Channels , you should have four.

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Gazmoore86
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Message 8 of 8
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Re: Losing connection 2 or 3 times an hour

Thanks Mike,

Tried a reboot and now have 4 upstream channels. Broadband was working for while before the same error occurred (and has actually gone down once more while I was writing this post). This is what the Upstream and Network Log pages are saying now:

Upstream bonded channels

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

16030000046.5512064 qam1
23940000045.8512064 qam4
34620000045.5512064 qam3
45370000046512064 qam2

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

10/12/2020 13:44:32criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 13:39:23criticalNo Ranging Response received - T3 time-out;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 13:39:16Warning!RCS Partial Service;CM-MAC=4deletedCMTS-MAC=deleted
10/12/2020 13:39:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 13:30:49Warning!RCS Partial Service;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 13:30:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 13:21:17noticeLAN login Success;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 13:13:47Warning!RCS Partial Service;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 13:13:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 13:13:47Warning!RCS Partial Service;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 12:03:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 11:59:55criticalNo Ranging Response received - T3 time-out;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 11:59:52Warning!RCS Partial Service;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 11:59:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 11:59:51criticalNo Ranging Response received - T3 time-out;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 11:59:49Warning!RCS Partial Service;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 11:59:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 11:59:49Warning!RCS Partial Service;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 11:59:49criticalNo Ranging Response received - T3 time-out;CM-MAC=deletedCMTS-MAC=deleted
10/12/2020 11:59:49Warning!RCS Partial Service;CM-MAC=deletedCMTS-MAC=deleted
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