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Bearsparko
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Complete broadband drop out

Hi, I have had a problem for over a year where a few times a day the broadband drops out completely. Not just slow, but completely 0 connection. Kicks us out if our work VPN’s etc and is becoming a big problem. 

Virgin customer service is a joke and I have raised a ticket now with the executive complaints team, not holding out much hope of them sorting it but I will be escalating to the ombudsman if they don’t. 

I have treated hard connection to the router but it makes no difference, but on Facebook I was told to go to the thinkbroadband.com site and set up a monitor and post the results here, and maybe someone would have some ideas for me? 

here goes;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a6e783b3cf23b4b35d84c2e16178dd6c30ff15fa-13-12-2020

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/a6e783b3cf23b4b35d84c2e16178dd6c30ff15fa-13-12-2020"><img alt="My Broadband Ping - Virgin Media Home" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/a6e783b3cf23b4b35d84c2e16178dd6c30ff15fa-13-12-2020.png" /></a>

Any ideas??

Cheers, Marco 

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MikeRobbo
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Alessandro Volta
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Message 2 of 32
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Re: Complete broadband drop out

Have you checked the 'Check Service Status' at the top of the page ?

Try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.


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Bearsparko
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Re: Complete broadband drop out

Hi, I have had the problem continuously for over a year, it can't possibly be a service disruption, or this would suggest that the Virgin service is continuously faulty.

 

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/a6e783b3cf23b4b35d84c2e16178dd6c30ff15fa-13-12-2020][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/a6e783b3cf23b4b35d84c2e16178dd6c30ff15fa-13-12-2020.png[/img][/url]

 

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Bearsparko
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Re: Complete broadband drop out

One thing you can help me with, how do I get the think broadband chart to appear in the post and not just a link? Thanks.

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MikeRobbo
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Re: Complete broadband drop out

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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MikeRobbo
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Alessandro Volta
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Re: Complete broadband drop out

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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Bearsparko
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Re: Complete broadband drop out

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Bearsparko
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Re: Complete broadband drop out

OK, here are the detail you requested;

Networt Status

Status Tab;

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
267000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

 

Downstrean Tab

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

12670000002.438256 qam17
22750000002.238256 qam18
32830000002.538256 qam19
42910000002.438256 qam20
52990000002.938256 qam21
63070000002.938256 qam22
73150000003.238256 qam23
83230000003.238256 qam24
93310000003.238256 qam25
103390000003.738256 qam26
113470000003.438256 qam27
123550000003.538256 qam28
13

36300000

 

 

Upstream Tab

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15370000044.3512064 qam2
26030000044512064 qam1
34620000043.8512064 qam3
43940000544512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00140
2ATDMA00160
3ATDMA00160
4ATDMA00190

 

Configuration tab

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm



Primary Downstream Service Flow

SFID1506
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID1505
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log Tab

 

Network Log

Time Priority Description

13/12/2020 16:39:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 15:55:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 15:55:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 15:55:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 15:55:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 11:29:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 11:29:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 11:29:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 11:29:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 10:24:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 10:24:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 10:24:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 10:24:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 09:22:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 09:22:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 09:22:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 07:44:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 07:44:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 07:44:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 07:44:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Re: Complete broadband drop out

You should have 24 Downstream Channels and a second Downstream table also with 24 Channels.


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Bearsparko
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Re: Complete broadband drop out

yep

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

12670000002.438256 qam17
22750000002.238256 qam18
32830000002.538256 qam19
42910000002.438256 qam20
52990000002.938256 qam21
63070000002.938256 qam22
73150000003.238256 qam23
83230000003.238256 qam24
93310000003.238256 qam25
103390000003.738256 qam26
113470000003.438256 qam27
123550000003.538256 qam28
133630000002.938256 qam29
14371000000338256 qam30
153790000002.738256 qam31
163870000002.738256 qam32
173950000002.938256 qam33
184030000002.738256 qam34
194110000002.738256 qam35
204190000002.438256 qam36
214270000002.538256 qam37
22435000000238256 qam38
234430000002.238256 qam39
244510000002.238256 qam40



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.628211305538
2Locked38.625477294811
3Locked38.628164307828
4Locked38.926686312850
5Locked38.627572300117
6Locked38.928181334148
7Locked38.928516311716
8Locked38.628975324142
9Locked38.928959324149
10Locked38.626418332441
11Locked38.928044316948
12Locked38.930140319498
13Locked38.929183343729
14Locked38.928833332629
15Locked38.629739342437
16Locked38.641194293308
17Locked38.640496279772
18Locked38.639338314533
19Locked38.939806307382
20Locked38.638001294561
21Locked38.637168304286
22Locked38.937160288845
23Locked38.936892277345
24Locked38.955183248550
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