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Repeated Connection dropouts, daily.

Hi there,

Most days for the past month or so, Internet connection drops completely for a minute at a time.

Video calls will drop out regularly, as well as games and voice chat and its frustrating. 

Usually when this happens, I can see video from other people and hear voice from people but can't send data of my own (they can't hear me and see my video as frozen). After about 20 seconds of this, the connection will drop completely and I will then be unable to load websites for a couple of minutes.

Here are some snapshots of broadband quality over the last month, it seems to be getting worse

April 2nd
https://www.thinkbroadband.com/broadband/monitoring/quality/share/1ceeeab7dede8ec18e471bddabc0245826...

April 15th
https://www.thinkbroadband.com/broadband/monitoring/quality/share/25aac3f345efba37f10aa986f414b41661...

April 22nd
https://www.thinkbroadband.com/broadband/monitoring/quality/share/3291d65cdfeef1e767f9ab6c7389a8962e...

May 7th-9th
https://www.thinkbroadband.com/broadband/monitoring/quality/share/0e1342260dbd35e75839dd83ca563ad7d3...
https://www.thinkbroadband.com/broadband/monitoring/quality/share/fc33c039ad38a2e6142c480e08210a12fd...
https://www.thinkbroadband.com/broadband/monitoring/quality/share/54a73c2e8ebad30b2b7d1e0d53e96562ea...

Each spike is a drop out.

I've noticed that downloading doesn't really affect the graphs that much, but as soon as I upload the graph goes mad. Today, i'm having to upload a large amount of data for work:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/08b7a9731b2df3a0b004305bf67df647c1...

Should upload affect this in such a way?

I've tried a factory reset of the router, as well as the troubleshooter on the website to no avail. No one else on virgin media I know has such unreliable internet so what could be the issue for me?

Any help and suggestions would be appreciated.

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Message 2 of 32
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Re: Repeated Connection dropouts, daily.

BQM looks awful !

As you have already reset the Hub (which Model is it ?).....

try this.
Do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (Hub3) and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

--------------------
John
--------------------

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 3 of 32
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Re: Repeated Connection dropouts, daily.

thanks for your reply!

Everything looks in order, everything properly secured and tight. Here is the status info:

Downstream:

Downstream bonded channels

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

11707500000.738256 qam5
2178750000138256 qam6
31867500001.438256 qam7
41947500001.440256 qam8
52027500001.238256 qam9
62107500001.438256 qam10
72187500001.538256 qam11
82267500001.738256 qam12
9234750000240256 qam13
102427500002.240256 qam14
112507500002.240256 qam15
122587500002.538256 qam16
132667500002.738256 qam17
14274750000338256 qam18
152827500003.538256 qam19
162907500003.740256 qam20
172987500003.940256 qam21
183067500003.740256 qam22
193147500003.940256 qam23
203227500003.740256 qam24
21402750000540256 qam25
224107500005.340256 qam26
234187500005.440256 qam27
244267500005.340256 qam28



Downstream bonded channels

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

1Locked38.6250082239893897
2Locked38.64290525023839895
3Locked38.9259336097068069
4Locked40.3106020781640547
5Locked38.994347511219690
6Locked38.98384899882616
7Locked38.97567222661606
8Locked38.96711816537009
9Locked40.35911373418396
10Locked40.35097263247592
11Locked40.34155302166172
12Locked38.93881349148343
13Locked38.93564414154743
14Locked38.92946904107022
15Locked38.9223137684993
16Locked40.3184127874311
17Locked40.3176614771929
18Locked40.3154475764471
19Locked40.3127328461770
20Locked40.3108187757518
21Locked40.326615838455
22Locked40.326441436632
23Locked40.324048235592
24Locked40.318150536037

 

Upstream:

Upstream bonded channels

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

1602999664.4512064 qam1
2393999514.425512064 qam4
3536999854.475512064 qam2
4462000204.425512064 qam3

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000



Network Logs

Network Log

  Priority Description

10/05/2020 17:55:52noticeLAN login Success;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 17:03:43Warning!RCS Partial Service;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 17:00:15criticalNo Ranging Response received - T3 time-out;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 16:54:57Warning!RCS Partial Service;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 16:48:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 16:48:13Warning!RCS Partial Service;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 16:10:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 16:06:57Warning!RCS Partial Service;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 16:06:23criticalNo Ranging Response received - T3 time-out;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:55:37Warning!RCS Partial Service;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:52:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:51:16Warning!RCS Partial Service;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:50:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:50:8Warning!RCS Partial Service;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:48:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:47:27Warning!RCS Partial Service;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:47:26criticalNo Ranging Response received - T3 time-out;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:46:40Warning!RCS Partial Service;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:46:8criticalNo Ranging Response received - T3 time-out;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
10/05/2020 15:45:28Warning!RCS Partial Service;CM-MAC=*redacted*;CMTS-MAC=*redacted*;CM-QOS=1.1;CM-VER=3.0;
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Message 4 of 32
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Re: Repeated Connection dropouts, daily.

Your connection is awful ! You will need VM Tech input to confirm and help you sort it. Thr RS error counts are terrible - but to double check - reboot the Hub and look to see if they have all reset to 0. Then monitor the numbers every hour or two over the next day or so to see if errors reappear. Ther should be NO post-RS errors - if there are - it confirms the problem (probably noise).
You can try calling in as they are still picking up calls in the UK centers - or a VM person should respond on here when they are back on the job.

--------------------
John
--------------------

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Repeated Connection dropouts, daily.

I reset at midnight. Instantly I had 2000 post-RS errors across the first 4 channels (everything else was 0), but at the time of posting it ranges from a minimum of 788 on channel 24 and 38706 errors on channel 3. I've had better success in the past with the forums so i'll wait for a bit before phoning in. Thanks again.
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Message 6 of 32
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Re: Repeated Connection dropouts, daily.

Everything looks okay except pre and post RS. Power levels may indicate a cabinet issue, the range is too large.

Ill raise it for staff to have a look, suspect an area FECS issue, which may not need a trech to your house, but lets find out

 

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Message 7 of 32
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Re: Repeated Connection dropouts, daily.

Okay, a newer thread with the same symptoms has been addressed..

Would love the same, please...

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Re: Repeated Connection dropouts, daily.

Grrr....

Ill re-escalate this and chase a reply for you

 

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Message 9 of 32
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Re: Repeated Connection dropouts, daily.

Hi there @CRClark

 

Cheers for popping back - we can see that your thread was escalated to us after our Community spotted there may be an issue with your power levels. 

I have taken a closer look at your account from this end - at the time of checking, everything is looking to be within the parameters we would expect; there are no errors showing and no area issues have been raised. 

 

It has been around a week since the Hub was rebooted though - please can you do a quick reboot when you have the chance so we can update things this end and see if there is anything of any concern. 

 

Cheers

Katie - Forum Team


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Message 10 of 32
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Re: Repeated Connection dropouts, daily.

Thank you for getting back to me. 

I have had the occasional drop out this week, although nowhere near as bad as the previous weeks. Post RS-errors reached 1.7million for one channel in just this week too, so i'm unsure if i'm satisfied that my connection was "within parameters". 

I've reset the hub again and will monitor it. I'll make another post if i continue to have connection issues.

also Thanks again to @jbrennand and @Kippies

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