Internet Randomly Disconnecting

[Ninja5548]

Hi,

I've had Virgin Media (M200 Fibre) for a little over a month and for about nearly two weeks now, I'm getting connecting drops everyday ranging from 1 min - 30 min. Usually it's short but sometimes it's lasting for a while. I've been writing this post for the last 15 mins and it's dropped like 3x.

I check the service checker when ever my internet is back up and it says there's no problems, during the outage of course, I can't check.

I just checked the Hub 3.0 now and I'm getting "Internet (Access Denied)". I called the number to check if there are any outages in my area and they said there aren't any.

This issue applies to both wired and wifi, and also on wifi I get bad signal in the upstairs rooms.

[jbrennand]

first try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

If nothing shows there can you do this...
_________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login just click on the “router status” icon/text at bottom-middle (Hub3) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

Also, if you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Ninja5548]

Hi,

Thank you for the reply.

I did ring the service status number and they said there wasn't any issues with my area.

I did setup the BQM recently as well after seeing it on the forum here's my link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/210160682ca93f10a249fdc8d0f04851db...

Trying to add the logs but it won't let me exceed 20,000 characters.

Downstream bonded channels

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

1	331000000	16.4	40	256 qam	25
2	203000000	16.6	40	256 qam	9
3	211000000	16.5	40	256 qam	10
4	219000000	16.5	40	256 qam	11
5	227000000	16.4	40	256 qam	12
6	235000000	16.4	40	256 qam	13
7	243000000	16.1	40	256 qam	14
8	251000000	15.9	40	256 qam	15
9	259000000	16	40	256 qam	16
10	267000000	16.3	40	256 qam	17
11	275000000	16	40	256 qam	18
12	283000000	15.5	40	256 qam	19
13	291000000	15.1	40	256 qam	20
14	299000000	14.6	40	256 qam	21
15	307000000	14.3	40	256 qam	22
16	315000000	15.3	40	256 qam	23
17	323000000	16.1	40	256 qam	24
18	339000000	16	40	256 qam	26
19	347000000	16.4	40	256 qam	27
20	355000000	16.9	40	256 qam	28
21	363000000	16.6	40	256 qam	29
22	371000000	16.4	40	256 qam	30
23	379000000	16.6	40	256 qam	31
24	387000000	17	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	624	4791
2	Locked	40.3	22213	1226
3	Locked	40.3	21474	1860
4	Locked	40.3	20008	1837
5	Locked	40.9	18162	2098
6	Locked	40.3	16151	2256
7	Locked	40.9	14357	2257
8	Locked	40.3	12617	2988
9	Locked	40.3	9098	3109
10	Locked	40.3	5915	2788
11	Locked	40.9	3424	2969
12	Locked	40.9	2478	2878
13	Locked	40.9	1800	2812
14	Locked	40.3	1379	2992
15	Locked	40.3	976	3419
16	Locked	40.9	810	3237
17	Locked	40.9	729	3995
18	Locked	40.3	649	4382
19	Locked	40.3	506	5042
20	Locked	40.3	504	4880
21	Locked	40.9	543	5161
22	Locked	40.3	392	5579
23	Locked	40.3	458	5793
24	Locked	40.9	628	7159

[Ninja5548]

Upstream bonded channels

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

1	46199993	40.8	5120	64 qam	1
2	23599998	40.8	5120	64 qam	4
3	32599986	40.8	5120	64 qam	3
4	39400000	40.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	2	0

Network Log

Time Priority Description

30/09/2022 15:29:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:8	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 15:29:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ninja5548]

Downstream bonded channels

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

1	331000000	16.4	40	256 qam	25
2	203000000	16.6	40	256 qam	9
3	211000000	16.5	40	256 qam	10
4	219000000	16.5	40	256 qam	11
5	227000000	16.4	40	256 qam	12
6	235000000	16.4	40	256 qam	13
7	243000000	16.1	40	256 qam	14
8	251000000	15.9	40	256 qam	15
9	259000000	16	40	256 qam	16
10	267000000	16.3	40	256 qam	17
11	275000000	16	40	256 qam	18
12	283000000	15.5	40	256 qam	19
13	291000000	15.1	40	256 qam	20
14	299000000	14.6	40	256 qam	21
15	307000000	14.3	40	256 qam	22
16	315000000	15.3	40	256 qam	23
17	323000000	16.1	40	256 qam	24
18	339000000	16	40	256 qam	26
19	347000000	16.4	40	256 qam	27
20	355000000	16.9	40	256 qam	28
21	363000000	16.6	40	256 qam	29
22	371000000	16.4	40	256 qam	30
23	379000000	16.6	40	256 qam	31
24	387000000	17	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	624	4791
2	Locked	40.3	22213	1226
3	Locked	40.3	21474	1860
4	Locked	40.3	20008	1837
5	Locked	40.9	18162	2098
6	Locked	40.3	16151	2256
7	Locked	40.9	14357	2257
8	Locked	40.3	12617	2988
9	Locked	40.3	9098	3109
10	Locked	40.3	5915	2788
11	Locked	40.9	3424	2969
12	Locked	40.9	2478	2878
13	Locked	40.9	1800	2812
14	Locked	40.3	1379	2992
15	Locked	40.3	976	3419
16	Locked	40.9	810	3237
17	Locked	40.9	729	3995
18	Locked	40.3	649	4382
19	Locked	40.3	506	5042
20	Locked	40.3	504	4880
21	Locked	40.9	543	5161
22	Locked	40.3	392	5579
23	Locked	40.3	458	5793
24	Locked	40.9	628	7159

[Ninja5548]

Hi, 

Thanks for the reply.

I did ring the service status number and they said there were no issues with my area.

Also, I created the BQM after seeing people using it on the forums here's my link.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/210160682ca93f10a249fdc8d0f04851db8d4c46

[jbrennand]

Right - there is your issue !

Your Down power levels are all way too high and are out of the normal rage of... +10dBmV to -6dBmV - yours are all ~ +16.

You will need a Tech visit to bring then down into the normal range - try calling in as a fault - if no joy there - a VM person will spot this and sort it for you in a a day or so when they get here.

[Ninja5548]

That's great, thank you for your help. I'll see if anyone from VM replies by tomorrow, if not I'll give them a ring. 

Thanks again, have a nice day.

[jbrennand]

Calling early.... 08.01 is always the best time to call in 🙂

[Ilyas_Y]

Hey @Ninja5548, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the drops in the connection.
I've had a look on the system and this will require further investigating.
I will send a private message - watch out for the purple envelope inviting you in to a private chat.

Kind regards,
Ilyas.