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Mike9908
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Intermittent internet

I have had this fault for a month or so now 

I have tried several times to contact you now been on hold for over an hour on hold last time and then didn’t get through 

why can I not book an engineer online. 
you keep doing tests on my router and it says everything is ok ? 
but clearly it isn’t it’s very bad at times 

would someone please contact me about this had enough now of trying to hold of you it’s not acceptable 

 

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conman33158
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Message 2 of 14
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Re: Intermittent internet

Can you please explain in more detail what your actual problem is?

Also, can you please upload your router stats and set up a BQM

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

Do NOT log in, just click “Check Router Status” at the bottom of the page. Sometimes the “Check Router Status” is missing, in this case just go ahead and log in and go to Advanced Settings-> Tools-> Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again.

Do not try to fit everything in one post! You can use more than one post for each item if needed!

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Under your graph you just created Click (Share Live Graph)

Copy the text in the “Direct Link” box and paste it on here

***********************************************************************************************************************************
BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
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Mike9908
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Re: Intermittent internet

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

1202750000540256 qam9
2138750000540256 qam1
31467500005.940256 qam2
4154750000640256 qam3
51627500005.540256 qam4
61707500005.140256 qam5
71787500005.140256 qam6
81867500005.138256 qam7
9194750000540256 qam8
102107500005.340256 qam10
112187500005.340256 qam11
122267500005.440256 qam12
132347500005.540256 qam13
142427500005.440256 qam14
152507500005.540256 qam15
162587500005.540256 qam16
172667500005.140256 qam17
182747500004.540256 qam18
192827500004.440256 qam19
202907500004.338256 qam20
212987500004.338256 qam21
22306750000440256 qam22
23314750000438256 qam23
243227500003.738256 qam24 Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000033.8512064 qam3
23939997234.5512064 qam4
36030026334512064 qam1
45370011233.8512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0040
2ATDMA0021

 

Downstream bonded channels

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

1Locked40.338126252
2Locked40.369298838
3Locked40.350177462
4Locked40.355339170
5Locked40.371018631
6Locked40.352418159
7Locked40.356097563
8Locked38.946387087
9Locked40.320277004
10Locked40.316986593
11Locked40.310356267
12Locked40.99325962
13Locked40.39945774
14Locked40.39385326
15Locked40.37505642
16Locked40.36844987
17Locked40.37835202
18Locked40.37725673
19Locked40.36785764
20Locked38.96475537
21Locked38.67405521
22Locked40.36706382
23Locked38.96245251
24Locked38.95755301
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Mike9908
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Re: Intermittent internet

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

SFID66822
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID66821
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Mike9908
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Re: Intermittent internet

Network Log

Time Priority Description

20/05/2021 20:58:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:58:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:58:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:58:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:57:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:55:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:54:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:54:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:49:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:28:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:16:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:15:20criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:13:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:13:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Mike9908
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Message 6 of 14
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Re: Intermittent internet

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5f3d1fc158b6f32f51f5dfcbf9b73af7e7036202
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conman33158
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Message 7 of 14
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Re: Intermittent internet

14620000033.8512064 qam3
23939997234.5512064 qam4
36030026334512064 qam1
45370011233.8512064 qam2

 

Your upload power levels are a bit on the low side and would need adjusting. You BQM is also showing some issues. You will need an engineer visit to put this right. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

***********************************************************************************************************************************
BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
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Mike9908
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Message 8 of 14
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Re: Intermittent internet

Thank You 

why can virgin not see this when they run tests on the automated test. 
also why is it so difficult to get in touch with them. 
BT is really easy and no hassle or long waits on the phone. 

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conman33158
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Message 9 of 14
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Re: Intermittent internet

Virgin aren't known for their outstanding customer service 😞 You only have to read around the forum. If you ring in as suggested above you will eventually get through but as I said, your only alternative is to wait here for 5-10 days on a response from a Virgin staff member.

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BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
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Mike9908
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Message 10 of 14
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Re: Intermittent internet

Finally they have found an intermittent fault on the automated line they are monitoring it for 24hrs then will give me an engineer.