Internet Still Randomly Disconnecting After Engineer Visit

[Ninja5548]

Hi,

I've been having severe issues with my Internet, a mod on this forum called Ilyas_Y helped me out with an engineer visit (thanks), this was on Thursday 6th October.

The engineer said the readings on the router had a problem and determined the issue was the box on my street.

He fixed the issues and tested my router again and said they were fine.

This fixed my problem slightly as the downtime went from 4-5x a day to 1-2x a day. I waited a while to see if it would sort itself out but still the same even after a little over a week.

I work from home and the disconnections are way too frequent and usually seem to coincide with my meeting times causing me problems, would appreciate it if someone could help fix this issue it seems like ever since I switched to Virgin I haven't had a day without disconnecting.

Steps I've taken:

- Rang the “free & automated” Service Status number - 0800 561 006, they said there are no issues in my street.

- Had my BQM monitor setup since the last time 

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

Would really appreciate the help, it is getting really frustrating now.

Thanks.

[Ninja5548]

Downstream bonded channels

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

1	339000000	6.5	40	256 qam	26
2	203000000	6.5	40	256 qam	9
3	211000000	6.4	40	256 qam	10
4	219000000	6.4	40	256 qam	11
5	227000000	6.3	40	256 qam	12
6	235000000	6.3	40	256 qam	13
7	243000000	6	40	256 qam	14
8	251000000	5.8	40	256 qam	15
9	259000000	6	40	256 qam	16
10	267000000	6	40	256 qam	17
11	275000000	5.8	40	256 qam	18
12	283000000	5.6	40	256 qam	19
13	291000000	5.5	40	256 qam	20
14	299000000	4.8	40	256 qam	21
15	307000000	4.1	40	256 qam	22
16	315000000	5.4	40	256 qam	23
17	323000000	6.5	40	256 qam	24
18	331000000	6.5	40	256 qam	25
19	347000000	7	40	256 qam	27
20	355000000	7.4	40	256 qam	28
21	363000000	7	40	256 qam	29
22	371000000	7.1	40	256 qam	30
23	379000000	7.5	40	256 qam	31
24	387000000	7.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	4248	23456
2	Locked	40.9	63362	25258
3	Locked	40.9	67888	19606
4	Locked	40.3	66079	19111
5	Locked	40.9	64826	17873
6	Locked	40.9	61111	17469
7	Locked	40.9	58286	17178
8	Locked	40.9	55732	18248
9	Locked	40.3	46365	18662
10	Locked	40.9	34581	19780
11	Locked	40.3	26130	19682
12	Locked	40.9	19616	20028
13	Locked	40.9	16693	18638
14	Locked	40.3	21173	13491
15	Locked	40.9	18310	14468
16	Locked	40.3	13344	14114
17	Locked	40.3	9684	16182
18	Locked	40.3	5088	21330
19	Locked	40.9	1658	26659
20	Locked	40.3	1500	26661
21	Locked	40.3	1654	18297
22	Locked	40.9	1677	20299
23	Locked	40.9	1472	12216
24	Locked	40.3	427	21980

[Ninja5548]

Upstream bonded channels

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

1	23600078	43.8	5120	64 qam	4
2	32599988	43.8	5120	64 qam	3
3	39399949	44	5120	64 qam	2
4	46199942	44	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	12	0
3	ATDMA	0	0	11	0
4	ATDMA	0	0	14	0

[Ninja5548]

Network Log

Time Priority Description

14/10/2022 17:16:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:15:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:15:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:15:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:55	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:14:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:13:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 17:13:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Akua_A]

Hi @Ninja5548,

Welcome back to our community forums and sorry to hear you are still having issues with disconnections. 

We can understand this is not ideal. I have had a look at our systems and can see there is currently an outage that may be affecting your system. Our team will do its best to resolve this matter. The current estimated fix time is 17 OCT 2022 15:00.

Please do let us know if the issue persists after the given time and we will do our best to help.

Thanks,

[Ninja5548]

Hi,

It disconnected twice yesterday and twice again today. It's roughly the same, if not worse from before the fix.

Would appreciate the help.

Edit:

3rd time today now

[Ninja5548]

Disconnected 3x today (Thu, 20) and its not even 11am yet.

[Alex_RM]

Hi Ninja5548,

Sorry to hear you've still been experiencing some disconnections.

Can you please confirm if this is via WiFi or an Ethernet connection currently?

Alex_Rm