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!

[Hayley_S]

Hello @LawrenceRoad.

Thank you for coming back to me with this! That is good news that it is still working for you.

Yes please do update me with the BMQ when you have been monitoring it 🙂

Have a lovely weekend.

[LawrenceRoad]

Hi .@hayley_s,

Hope you've had a good weekend. 

Quick update - we've had a few drop outs this weekend - we were streaming TV, streaming music and a few moments where it has been slow.

Do you have any suggestions on what to do next? How can we escalate this with Virgin?

Thanks!

[Paulina_Z]

Hi @LawrenceRoad,

Thank you for coming back to us about this issue. 

I was able to take another look at your account to see if there are any ongoing issues. I cannot see any area issues that could be impacting your services at the moment, and after checking your power levels, they all look good and within spec!

Did you reset your Hub as my colleague advised previously?

Are you able to provide a live link to you BQM chart so we can see if there have any regular drop outs with your connection?

Please ensure that all cabling is input correctly and is secure and let us know how your connection is getting on.

Thank you! 🙂

[LawrenceRoad]

Hi .@Paulina_z,

Thanks for the response. 

I've reset the router and done all of the usual things (I work in IT).

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

My girlfriend has already had issues on her 09:00 call this morning. Having to warn colleagues/clients that we may drop off a call is now becoming a little embarrassing. I also have a very important 2 hour call tomorrow and I'm already considering going into the office for the day. This is now becoming a big frustration for us. 

Can you please let me know what the next steps are and how we can escalate this please? 

Thanks!

[Paulina_Z]

Hi @LawrenceRoad,

Thank you for coming back to me about your issue and for confirming that you've taken the appropriate steps to reset your Hub.

However, as we cannot see any issues on our system or any problems with your power levels, after the reset, monitoring your connection for 24 hours is the next step we have to take.

After looking at your BQM, I cannot see a disconnection from this morning. Are all the impacted devices connected via wired connection?

Please let me know, 

[LawrenceRoad]

Hi .@Paulina_z,

Thanks for the quick response.

I think there may be some confusion here. There are no 'disconnections' from Virgin. The problem is that we have 'air gaps' in the system (I'm not sure how else to explain this).

We stay connected to our WiFi router but there's no internet coming through the pipe. This then causes us to drop off calls, causes video streaming to drop out and soon. We do not drop off the WiFi..

Looking at the BQM chart, our drop offs/problems appear to be around when the latency spikes which are clearly visible in the graph. We have not had this problem before and have only experienced this since moving into our new house and having Virgin broadband.

I'm not sure if you are able to replicate this from your side, but this is now becoming frustrating. I lost connection on my last call twice. 

[Adduxi]

Have you tried manually setting your wifi?  

Split the SSID by adding -2 and -5 to the two bands and turn off Smart Optimisation.  Set the band and channels manually for each piece of kit you are using. This may help as the wifi will not longer jump between bands and/or channels. Use a wifi analyser to check for the best channels etc.  There are several on the Google Play store.

[Hayley_S]

Hello @LawrenceRoad,

Please can you share the BMQ chart with us so we can see this? Then we can see what you can see.

Look forward to your response.

[LawrenceRoad]

Hi .@hayley_S,

I've shared the link a couple of times in this thread already, apologies if that hasn't been worked!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/94609a72e502450f0d428c941fce76d84d...

Thanks! 

[Hayley_S]

Ah yes! I can see the red line.

Thank you for sharing this with me @LawrenceRoad.

I will send you a private message so I can access your account.

Look forward to your reply.