internet connection dropping several times a week

[peter50]

Hi,

I have been a customer for decades and have had very stable connection for years.

In the last few weeks the internet has been dropping out several times a week, always during 0900-1700. It usually comes back in 30 minutes or so often without any intervention.

When I have been able to I check virgin media status plus tests which says there is no issue.

This morning I checked virgin media status, it advised no issue, I ran the tests, followed directions to reboot etc, ran another test, after 6 loops I was advised no more tests today, still no connection. Eventually Internet came back.

I have a virgin 2ac router in modem mode connected to a Netgear Orbi RBR50 is a system that has been stable for years.

Can this situation be rectified?

Are these logs helpful?

cked Locked Locked
Channel ID 1 2 3 4 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth 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 I=12
J=17
Power Level (dBmV) 0.54 0.65 0.38 0.18 -0.02 -0.20 -0.37 -2.09
RxMER (dB) 37.94 38.26 37.94 37.94 38.98 38.61 38.26 37.09
Pre RS Errors 327 307 292 283 302 322 303 390
Post RS Errors 288 289 292 283 302 322 303 390

16/09/2021 11:42:24 GMT 16/09/2021 11:42:24 GMT Warning (5) 66050310 Auth Success - Web login successful.
16/09/2021 11:41:58 GMT 16/09/2021 11:41:58 GMT Warning (5) 66050310 Auth Success - Web login successful.
16/09/2021 11:35:33 GMT 16/09/2021 11:35:33 GMT Critical (3) 68000900 TFTP file complete - but missing mandatory TLV
16/09/2021 11:35:32 GMT 16/09/2021 11:35:32 GMT Error (4) 68000407 TOD established
16/09/2021 11:35:22 GMT 16/09/2021 11:35:22 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 11:35:17 GMT 16/09/2021 11:35:17 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 11:35:16 GMT 16/09/2021 11:35:16 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 11:35:10 GMT 16/09/2021 11:35:10 GMT Notice (6) 84000510 Downstream Locked Successfully
16/09/2021 11:34:58 GMT 16/09/2021 11:34:58 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 11:34:56 GMT 16/09/2021 11:34:56 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 11:34:53 GMT 16/09/2021 11:34:53 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 11:34:48 GMT 16/09/2021 11:34:48 GMT Notice (6) 84000510 Downstream Locked Successfully
16/09/2021 11:34:41 GMT 16/09/2021 11:34:41 GMT Error (4) 84000600 RCS Primary DS Failure
16/09/2021 11:34:41 GMT 16/09/2021 11:34:41 GMT Critical (3) 84000400 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
16/09/2021 11:34:34 GMT 16/09/2021 11:34:34 GMT Error (4) 68000407 TOD established
16/09/2021 11:34:25 GMT 16/09/2021 11:34:25 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 11:34:22 GMT 16/09/2021 11:34:22 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 11:34:18 GMT 16/09/2021 11:34:18 GMT Notice (6) 84000510 Downstream Locked Successfully
16/09/2021 11:34:11 GMT 16/09/2021 11:34:11 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
16/09/2021 11:34:11 GMT 16/09/2021 11:34:11 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

16/09/2021 11:09:38 GMT 16/09/2021 11:09:38 GMT Warning (5) 66050310 Auth Success - Web login successful.

First Time Last Time Priority Error Number Description
16/09/2021 10:50:09 GMT 16/09/2021 10:50:09 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
16/09/2021 10:43:48 GMT 16/09/2021 10:43:48 GMT Error (4) 68010302 DHCP WAN IP - ************
16/09/2021 10:43:11 GMT 16/09/2021 10:43:11 GMT Warning (5) 84020200 Lost MDD Timeout
16/09/2021 10:43:11 GMT 16/09/2021 10:43:11 GMT Warning (5) 84020200 Lost MDD Timeout
16/09/2021 10:43:11 GMT 16/09/2021 10:43:11 GMT Warning (5) 84020200 Lost MDD Timeout
16/09/2021 10:43:10 GMT 16/09/2021 10:43:10 GMT Warning (5) 84020200 Lost MDD Timeout
16/09/2021 10:42:44 GMT 16/09/2021 10:42:44 GMT Error (4) 68000407 TOD established
16/09/2021 10:42:32 GMT 16/09/2021 10:42:32 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 10:42:32 GMT 16/09/2021 10:42:32 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 10:42:25 GMT 16/09/2021 10:42:25 GMT Notice (6) 84000510 Downstream Locked Successfully
16/09/2021 10:42:03 GMT 16/09/2021 10:42:03 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 10:42:00 GMT 16/09/2021 10:42:00 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 10:41:58 GMT 16/09/2021 10:41:58 GMT Warning (5) 66050310 Auth Success - Web login successful.
16/09/2021 10:41:53 GMT 16/09/2021 10:41:53 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 10:41:51 GMT 16/09/2021 10:41:51 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
16/09/2021 10:41:45 GMT 16/09/2021 10:41:45 GMT Notice (6) 84000510 Downstream Locked Successfully
16/09/2021 10:41:40 GMT 16/09/2021 10:41:40 GMT Warning (5) 90000200 CSRF Detect - Expired Content Submitted ; LAN Interface
16/09/2021 10:41:37 GMT 16/09/2021 10:41:37 GMT Warning (5) 66050310 Auth Success - Web login successful.
16/09/2021 10:41:37 GMT 16/09/2021 10:41:37 GMT Error (4) 84000600 RCS Primary DS Failure

[jbrennand]

Stats look fine - Logs tell another story !

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. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

Can you set up a BQM to monitor the connection - it will be informative to see what the issues might be in the daytime period
________________________________________

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[Corey_C]

Thanks for your post and welcome to the Community Forums, peter50,

Sorry to hear that you have been having connection issues. How has things been since your post?
I have run a remote diagnostic and have not been able to identify any issues with your connection. Have you been able to set up the BQM?
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.

Cheers,
Corey C

[peter50]

Thanks for your work. I haven’t had an issue over the weekend. It has been a weekday 9-5 issue. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0201984bf57ef19c2c40200f616da1ec35b6b5fa

[Travis_M]

Hi @peter50

Thanks for posting on our community forum!

How has your connection been since posting on Monday? Are the issues still ongoing?

Regards

[peter50]

Hi @travis_m

One of your colleagues has organised a modem upgrade, awaiting its arrival.

I apologise if I have inadvertently created duplicate posts. The original post didn’t show up until hours later so I repeated it.