Intermittent service

[jpotts]

My internet has been intermittent for about a year, but it had got really bad over the last few months.

I tried to fix the wifi with a mesh. Didn't work. Tried to use wired through powerline adapters. Didn't work. I tried connecting directly to the router with an ethernet cable. Still didn't work.

I've included a recent ping, which, as you can see, the connection is very inconsistent.

☁  ~  ping google.com
PING google.com (172.217.16.238): 56 data bytes
64 bytes from 172.217.16.238: icmp_seq=0 ttl=117 time=34.668 ms
64 bytes from 172.217.16.238: icmp_seq=1 ttl=117 time=61.377 ms
64 bytes from 172.217.16.238: icmp_seq=2 ttl=117 time=60.536 ms
64 bytes from 172.217.16.238: icmp_seq=3 ttl=117 time=41.977 ms
64 bytes from 172.217.16.238: icmp_seq=4 ttl=117 time=51.888 ms
64 bytes from 172.217.16.238: icmp_seq=5 ttl=117 time=60.449 ms
64 bytes from 172.217.16.238: icmp_seq=6 ttl=117 time=165.461 ms
64 bytes from 172.217.16.238: icmp_seq=7 ttl=117 time=202.156 ms
Request timeout for icmp_seq 8
64 bytes from 172.217.16.238: icmp_seq=9 ttl=117 time=149.224 ms
64 bytes from 172.217.16.238: icmp_seq=10 ttl=117 time=239.809 ms
64 bytes from 172.217.16.238: icmp_seq=11 ttl=117 time=33.203 ms
64 bytes from 172.217.16.238: icmp_seq=12 ttl=117 time=37.466 ms
64 bytes from 172.217.16.238: icmp_seq=13 ttl=117 time=38.219 ms
Request timeout for icmp_seq 14
64 bytes from 172.217.16.238: icmp_seq=15 ttl=117 time=43.603 ms
64 bytes from 172.217.16.238: icmp_seq=16 ttl=117 time=39.242 ms
64 bytes from 172.217.16.238: icmp_seq=17 ttl=117 time=38.628 ms
64 bytes from 172.217.16.238: icmp_seq=18 ttl=117 time=36.813 ms
64 bytes from 172.217.16.238: icmp_seq=19 ttl=117 time=37.908 ms
64 bytes from 172.217.16.238: icmp_seq=20 ttl=117 time=38.278 ms
64 bytes from 172.217.16.238: icmp_seq=21 ttl=117 time=62.994 ms
64 bytes from 172.217.16.238: icmp_seq=22 ttl=117 time=40.373 ms
64 bytes from 172.217.16.238: icmp_seq=23 ttl=117 time=39.379 ms
64 bytes from 172.217.16.238: icmp_seq=24 ttl=117 time=58.554 ms
64 bytes from 172.217.16.238: icmp_seq=25 ttl=117 time=35.944 ms
64 bytes from 172.217.16.238: icmp_seq=26 ttl=117 time=37.843 ms
64 bytes from 172.217.16.238: icmp_seq=27 ttl=117 time=37.429 ms
Request timeout for icmp_seq 28
Request timeout for icmp_seq 29
Request timeout for icmp_seq 30
Request timeout for icmp_seq 31
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Request timeout for icmp_seq 99
64 bytes from 172.217.16.238: icmp_seq=28 ttl=117 time=72219.847 ms
64 bytes from 172.217.16.238: icmp_seq=29 ttl=117 time=71382.915 ms
64 bytes from 172.217.16.238: icmp_seq=30 ttl=117 time=70382.797 ms
64 bytes from 172.217.16.238: icmp_seq=31 ttl=117 time=69407.556 ms
64 bytes from 172.217.16.238: icmp_seq=32 ttl=117 time=68404.986 ms
64 bytes from 172.217.16.238: icmp_seq=33 ttl=117 time=67415.033 ms
64 bytes from 172.217.16.238: icmp_seq=34 ttl=117 time=66553.064 ms
64 bytes from 172.217.16.238: icmp_seq=99 ttl=117 time=1407.721 ms
64 bytes from 172.217.16.238: icmp_seq=100 ttl=117 time=404.497 ms
64 bytes from 172.217.16.238: icmp_seq=101 ttl=117 time=54.527 ms
64 bytes from 172.217.16.238: icmp_seq=102 ttl=117 time=129.686 ms
64 bytes from 172.217.16.238: icmp_seq=103 ttl=117 time=110.799 ms
64 bytes from 172.217.16.238: icmp_seq=104 ttl=117 time=45.290 ms
64 bytes from 172.217.16.238: icmp_seq=105 ttl=117 time=109.093 ms
64 bytes from 172.217.16.238: icmp_seq=106 ttl=117 time=36.636 ms
64 bytes from 172.217.16.238: icmp_seq=108 ttl=117 time=109.580 ms
64 bytes from 172.217.16.238: icmp_seq=109 ttl=117 time=165.923 ms
64 bytes from 172.217.16.238: icmp_seq=110 ttl=117 time=45.885 ms

[SCA1972]

Some hub stats could be useful.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI or a Hub 4, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

______________________
Scott

My setup: VM TV 360 box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[jpotts]

Thanks Scott.

Here are my stats:

DOWNSTREAM

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

1	139000000	0.2	40	256 qam	1
2	147000000	1	40	256 qam	2
3	155000000	1	40	256 qam	3
4	163000000	0.5	40	256 qam	4
5	171000000	0.9	40	256 qam	5
6	179000000	0.9	40	256 qam	6
7	187000000	1	40	256 qam	7
8	195000000	0.9	40	256 qam	8
9	203000000	0.5	40	256 qam	9
10	211000000	0.2	40	256 qam	10
11	219000000	0.9	40	256 qam	11
12	227000000	0.9	40	256 qam	12
13	235000000	0.5	40	256 qam	13
14	243000000	0.2	40	256 qam	14
15	251000000	0.7	40	256 qam	15
16	259000000	0.7	40	256 qam	16
17	267000000	0.5	40	256 qam	17
18	275000000	0.7	40	256 qam	18
19	283000000	1.7	40	256 qam	19
20	291000000	1.5	40	256 qam	20
21	299000000	1.2	40	256 qam	21
22	307000000	1	40	256 qam	22
23	315000000	1.5	40	256 qam	23
24	323000000	1.5	40	256 qam	24

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

1	Locked	40.3	40115549	32172766
2	Locked	40.3	16968542	2044734
3	Locked	40.3	41104443	3155355
4	Locked	40.3	51362757	19213162
5	Locked	40.9	1916020	1302876
6	Locked	40.3	49765093	7919388
7	Locked	40.3	13966355	33391
8	Locked	40.9	30044	1794
9	Locked	40.3	11704	1759
10	Locked	40.9	23556	1685
11	Locked	40.9	13823	1551
12	Locked	40.3	10176	1566
13	Locked	40.9	8573	1391
14	Locked	40.3	8176	1315
15	Locked	40.9	6848	1444
16	Locked	40.3	2480	1303
17	Locked	40.9	1381	1197
18	Locked	40.9	1139	1102
19	Locked	40.9	773	1058
20	Locked	40.3	566	1218
21	Locked	40.3	535	1195
22	Locked	40.3	415	1328
23	Locked	40.3	472	932
24	Locked	40.3	356	976

[jpotts]

UPSTREAM

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

1	39400000	44.5	5120	64 qam	4
2	46200000	45	5120	64 qam	3
3	53700000	45.3	5120	64 qam	2
4	60300000	46	5120	64 qam	1

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	24	0
2	ATDMA	0	0	13	0
3	ATDMA	0	0	16	0
4	ATDMA	0	0	15	0

NETWORK LOG

Time Priority Description

27/02/2022 05:16:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 05:15:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 05:15:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 00:42:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 00:20:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 20:45:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 20:44:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 20:44:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 20:42:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 20:07:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 19:54:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 19:15:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 19:06:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 17:22:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 17:20:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 16:37:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 16:35:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 16:34:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 16:34:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 16:31:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[SCA1972]

The high number of Post RS errors on the first few downstream channels and the unhealthy looking log suggests to me that you probably need a technician to visit and check your line.

You can call VM and try and book a visit, or wait for one of the forum team to get here and if their checks confirm my suspicions then they can help you book a visit. I’d recommend waiting for the forum team rather than trying your luck with the call centres.

______________________
Scott

[Kath_F]

Hi jpotts, 

Thanks for your post and a big welcome to the Community. It's great having you on board with us.

I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi jpotts, 

Thanks for coming back to via private message to confirm your information. 

I have checked the systems and can see that there are some prolonged signal issues. Due to this I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.