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Internet issues, intermittent viewing

olympicadam
On our wavelength

on ‎20-04-2022 12:41

Hello, I'm having some issues with my internet, and then also viewing.

My internet access was almost always perfect for about 3 years, then started dropping. Checks that I have run don't show an issue, when there is an issue they aren't able to run.

I have tried the usual (unplug, cool down, reboot, etc.) and it still happens. Also on a number of TV channels I get freezing and/or interference at certain times.

I'm using a new box (replaced in last 2 months), old router. All connections fitted, engineer was out to replace my box recently and found nothing.

Could it be the age of the router? Could it be the connection outside my house in the terminal?

Thanks for any help, added some of the experiences below.

---

  • Router provides Wifi network access, but then not internet access.
  • This happens at times throughout the day and night.
  • Router often appears fine (no flashing icons, nothing amber etc.).
  • TV channels (Comedy Central, BT Sport) intermittent freezing, interference on screen, unable to watch. Impacts other channels at times, up to all channels being off.
  • Ethernet connections also impacted.
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6 REPLIES 6

japitts
Very Insightful Person
Very Insightful Person

on ‎20-04-2022 18:04

I've moved your post to the broadband forum to begin with, but will include a couple of standard answers. Firstly for your TV issues, you've described classic symptoms of a poor incoming signal causing picture breakup & pixellation.

Your internet issues do allow for some extra checks..

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying issues.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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olympicadam
On our wavelength
In response to japitts

on ‎20-04-2022 19:33

Thanks for the reply, and for moving the post.

How do I rectify the poor incoming signal?

Just set up the graph: OlympicAdam Graph 

 

 

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olympicadam
On our wavelength
In response to olympicadam

on ‎20-04-2022 19:34

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
60300005
Locked
Provisioning State
Online

 

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

11390000004.340256 qam1
21470000004.140256 qam2
31550000003.940256 qam3
41630000003.740256 qam4
51710000003.540256 qam5
61790000003.240256 qam6
71870000003.440256 qam7
81950000003.240256 qam8
9203000000340256 qam9
10211000000340256 qam10
112190000002.940256 qam11
122270000002.540256 qam12
132350000002.540256 qam13
142430000002.440256 qam14
152510000002.540256 qam15
162590000002.240256 qam16
172670000002.440256 qam17
182750000002.240256 qam18
192830000002.540256 qam19
202910000002.240256 qam20
212990000002.540256 qam21
223070000002.240256 qam22
23315000000240256 qam23
243230000001.940256 qam24



Downstream bonded channels

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

1Locked40.327056981035289
2Locked40.92546600839141
3Locked40.32400946675430
4Locked40.92272394538096
5Locked40.92156798430730
6Locked40.32001827339517
7Locked40.91839345262910
8Locked40.31665284199538
9Locked40.91474674147148
10Locked40.31328487110611
11Locked40.9117173181078
12Locked40.3103408158516
13Locked40.391593541495
14Locked40.378956226867
15Locked40.967426616768
16Locked40.957506710770
17Locked40.34770157069
18Locked40.33940534808
19Locked40.93379043717
20Locked40.32928062985
21Locked40.32462622444
22Locked40.92025262036
23Locked40.91637891600
24Locked40.31361781367

 

Upstream bonded channels

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

16030000543512064 qam1
23940000042.8512064 qam4
34620000043.3512064 qam3
45370008743.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0060
2ATDMA0010
3ATDMA0030
4ATDMA0020

 

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olympicadam
On our wavelength
In response to olympicadam

on ‎20-04-2022 19:34

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm



Primary Downstream Service Flow

SFID903896
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID903895
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

20/04/2022 17:40:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:38:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:37:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:37:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:37:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:37:5ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:37:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:37:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:37:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:36:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:36:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:36:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:35:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:35:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:35:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:35:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:35:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:35:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:32:39criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2022 17:32:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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olympicadam
On our wavelength
In response to olympicadam

on ‎22-04-2022 09:38

Since I've been using my phone and VPN (and reseting the router a lot) to get online while this doesn't work, I've created a new monitor for the IP connected.

LiveGraph 

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Serena_C
Forum Team (Retired)
Forum Team (Retired)
In response to olympicadam

on ‎25-04-2022 14:18

Hi @olympicadam

Welcome back to our Community Help Forum 🙂

Thank you for making this post regarding the connection issues you've been experiencing, I'm sorry for the inconvenience this has caused. I have ran diagnostics on our systems and your upstream levels are out of spec. I would like to book a technician visit for you to get this fixed. I shall send you a private message now to confirm your address and we can get this booked in.

Kind regards,

Serena

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