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LawrenceRoad
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Broadband dropping out but WiFi still on

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     
      
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12030000003.236256 qam9
2139000000536256 qam1
3147000000536256 qam2
4155000000537256 qam3
51630000004.637256 qam4
61710000004.537256 qam5
71790000004.136256 qam6
81870000003.936256 qam7
91950000003.536256 qam8
10211000000336256 qam10
112190000002.537256 qam11
122270000001.736256 qam12
132350000001.536256 qam13
14243000000236256 qam14
152510000002.736256 qam15
16259000000337256 qam16
172670000003.237256 qam17
182750000003.537256 qam18
19283000000438256 qam19
20291000000437256 qam20
212990000004.537256 qam21
223070000005.137256 qam22
233150000005.137256 qam23
243230000004.637256 qam24

 

Upstream bonded channels     
      
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13260000043512064 qam13
22580000043512064 qam14
33940000042.8512064 qam12
44620000043.3512064 qam11

 

Network Log  
   
TimePriorityDescription
21/07/2021 08:08noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 19:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 19:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 19:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 19:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 19:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 19:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 14:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 05:51criticalNo 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!

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lotharmat
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Re: Broadband dropping out but WiFi still on

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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japitts
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Re: Broadband dropping out but WiFi still on

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

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LawrenceRoad
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Message 4 of 12
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Re: Broadband dropping out but WiFi still on

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!

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lotharmat
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Re: Broadband dropping out but WiFi still on

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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LawrenceRoad
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Re: Broadband dropping out but WiFi still on

Hello,

Thanks for the reply again!

Is this "over-utilisation" in our household, or do you mean generally across the Virgin network?

Downstream PostRS   
     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked36.34387421054
2Locked36.620857119705
3Locked36.319529722724
4Locked37.312061124525
5Locked37.39496320802
6Locked37.38057719966
7Locked36.67301721498
8Locked35.76246019824
9Locked36.35395190291
10Locked36.33561629751
11Locked36.63386413193
12Locked36.34004611354
13Locked36.62991417761
14Locked36.61847930496
15Locked36.31334130691
16Locked36.3826936292
17Locked37.3529235670
18Locked37.6435635477
19Locked38.6318437136
20Locked37.6261338457
21Locked37.3427156893
22Locked37.65636123385
23Locked37.6385052577
24Locked37.3366652625

 

I don't see any PostRS upsreadm equivalent but here;s what I see in the lower table:

 

Upstream    
      
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA00110
2ATDMA0020
3ATDMA0050
4ATDMA0060

 

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!

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Hayley_S
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Re: Broadband dropping out but WiFi still on

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.

Hayley
Forum Team



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LawrenceRoad
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Message 8 of 12
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Re: Broadband dropping out but WiFi still on

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,

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Hayley_S
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Re: Broadband dropping out but WiFi still on

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.

Hayley
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LawrenceRoad
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Message 10 of 12
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Re: Broadband dropping out but WiFi still on

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!

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