Broadband dropping out but WiFi still on

[LawrenceRoad]

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!

[lotharmat]

What do the lights do on the hub when these drops happen?

Also there are a couple of other tables that may help - one containing Errors for D/S and the same for U/S

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[japitts]

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.

[LawrenceRoad]

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: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c194cd6532d031fedebd46cf037787e933...

Many thanks!

[lotharmat]

Looks like a classic over-utilisation problem with outages thrown in for good measure!

Post up the table that shows PostRS errors (downstream tab --> Lower table!) And the upstream equivalent!

[LawrenceRoad]

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!

[Hayley_S]

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.

[LawrenceRoad]

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,

[Hayley_S]

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.

[LawrenceRoad]

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!