on 21-07-2021 10:04
Hi all,
Hope you are well.
We have just moved into a new house and we are appear to be having intermittent issues with our broadband throughput
I'm not sure how else to describe it - similar to having air bubbles in a hose pipe.. as if the throughput has gaps and we simply drop offline.
We stay connected to the router but the internet is just not there. This is becoming embarrassing as we are now having to pre-warn our colleagues/clients on meetings that we may drop out. My girlfriend is already wanting to move providers as she has struggled on some very important calls.
I work in IT so I've done the usual wired connection checks, reboots, resets and checked all of the usual settings.
Below are some logs from yesterday which hopefully may shed some light;
Downstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 203000000 | 3.2 | 36 | 256 qam | 9 |
2 | 139000000 | 5 | 36 | 256 qam | 1 |
3 | 147000000 | 5 | 36 | 256 qam | 2 |
4 | 155000000 | 5 | 37 | 256 qam | 3 |
5 | 163000000 | 4.6 | 37 | 256 qam | 4 |
6 | 171000000 | 4.5 | 37 | 256 qam | 5 |
7 | 179000000 | 4.1 | 36 | 256 qam | 6 |
8 | 187000000 | 3.9 | 36 | 256 qam | 7 |
9 | 195000000 | 3.5 | 36 | 256 qam | 8 |
10 | 211000000 | 3 | 36 | 256 qam | 10 |
11 | 219000000 | 2.5 | 37 | 256 qam | 11 |
12 | 227000000 | 1.7 | 36 | 256 qam | 12 |
13 | 235000000 | 1.5 | 36 | 256 qam | 13 |
14 | 243000000 | 2 | 36 | 256 qam | 14 |
15 | 251000000 | 2.7 | 36 | 256 qam | 15 |
16 | 259000000 | 3 | 37 | 256 qam | 16 |
17 | 267000000 | 3.2 | 37 | 256 qam | 17 |
18 | 275000000 | 3.5 | 37 | 256 qam | 18 |
19 | 283000000 | 4 | 38 | 256 qam | 19 |
20 | 291000000 | 4 | 37 | 256 qam | 20 |
21 | 299000000 | 4.5 | 37 | 256 qam | 21 |
22 | 307000000 | 5.1 | 37 | 256 qam | 22 |
23 | 315000000 | 5.1 | 37 | 256 qam | 23 |
24 | 323000000 | 4.6 | 37 | 256 qam | 24 |
Upstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 32600000 | 43 | 5120 | 64 qam | 13 |
2 | 25800000 | 43 | 5120 | 64 qam | 14 |
3 | 39400000 | 42.8 | 5120 | 64 qam | 12 |
4 | 46200000 | 43.3 | 5120 | 64 qam | 11 |
Network Log | ||
Time | Priority | Description |
21/07/2021 08:08 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 19:44 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 19:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 19:44 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 19:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 19:44 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 19:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 14:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:33 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:33 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:33 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:32 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 05:51 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Am I missing something here? Is this an issue on my end or on the Virgin Media network side? Any help/guidance would be much appreciated.
Thanks all!
on 21-07-2021 11:14
on 21-07-2021 11:18
Others are more qualified to comment on your modem logs, but in the meantime, do you have a BQM running? FOC, monitors your connection 24/7 and provides excellent evidence & diagnosis of any underlying issues.
If you do have one, please post a link to your live graph. If you don't have one, please take 5-10 minutes setting one up. Then post the live link, although it may take a few hours/day or so to start gathering any meaningful data.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 22-07-2021 21:29
Hi all,
Thank you for your responses.
We have had a few issues again today with the the internet dropping out.
Unfortunately, when these things happen we don't get to the hub in time as we are in the middle of calls and just hope that the bandwidth kicks back in - which is usually between 1-5 seconds each time.
As suggested, I set up a BWM: See following link:
Many thanks!
on 23-07-2021 08:34
on 23-07-2021 12:47
Hello,
Thanks for the reply again!
Is this "over-utilisation" in our household, or do you mean generally across the Virgin network?
Downstream PostRS | ||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 36.3 | 43874 | 21054 |
2 | Locked | 36.6 | 208571 | 19705 |
3 | Locked | 36.3 | 195297 | 22724 |
4 | Locked | 37.3 | 120611 | 24525 |
5 | Locked | 37.3 | 94963 | 20802 |
6 | Locked | 37.3 | 80577 | 19966 |
7 | Locked | 36.6 | 73017 | 21498 |
8 | Locked | 35.7 | 62460 | 19824 |
9 | Locked | 36.3 | 53951 | 90291 |
10 | Locked | 36.3 | 35616 | 29751 |
11 | Locked | 36.6 | 33864 | 13193 |
12 | Locked | 36.3 | 40046 | 11354 |
13 | Locked | 36.6 | 29914 | 17761 |
14 | Locked | 36.6 | 18479 | 30496 |
15 | Locked | 36.3 | 13341 | 30691 |
16 | Locked | 36.3 | 8269 | 36292 |
17 | Locked | 37.3 | 5292 | 35670 |
18 | Locked | 37.6 | 4356 | 35477 |
19 | Locked | 38.6 | 3184 | 37136 |
20 | Locked | 37.6 | 2613 | 38457 |
21 | Locked | 37.3 | 4271 | 56893 |
22 | Locked | 37.6 | 5636 | 123385 |
23 | Locked | 37.6 | 3850 | 52577 |
24 | Locked | 37.3 | 3666 | 52625 |
I don't see any PostRS upsreadm equivalent but here;s what I see in the lower table:
Upstream | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 11 | 0 |
2 | ATDMA | 0 | 0 | 2 | 0 |
3 | ATDMA | 0 | 0 | 5 | 0 |
4 | ATDMA | 0 | 0 | 6 | 0 |
I'm not 100% sure on what my graph shoes but I can see there are a few spikes which don't look normal..
Thanks!
on 23-07-2021 12:59
Hello @LawrenceRoad.
Welcome back to the community page, thank you for posting on here.
I am sorry to see that your broadband is dropping out.
I have located your account using your forums details, I am unable to run diagnostics as it is showing that your Hub is offline, is it plugged in at the moment?
Look forward to your response.
New around here? To find out more about the Community check out our Getting Started guide
on 23-07-2021 13:29
Hi .@Hayley_s,
Apologies on the delay in replying.
Many thanks for looking into this.
I've been on a client call so my broadband has been up and running since my last post. The router is definitely on. I will reboot the router in a few minutes to see if that helps.
Feel free to send me a message if you need more details.
Thanks,
on 23-07-2021 13:35
Hello @LawrenceRoad,
Thank you for coming back to me.
Have your broadband dropouts stopped now? Have you ever done a pinhole reset? If not please do try this if the dropout are still happening, let me know 🙂
Many thanks.
New around here? To find out more about the Community check out our Getting Started guide
on 23-07-2021 14:47
Hi .@hayley_s,
We had a drop out earlier today but so far so good (touch wood). I have also ran a couple of hard resets so hopefully that fixes things.
Will follow up next week once we've had a bit more time with the BQM and further issues.
THanks!