Virgin Media Community

[olympicadam]

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.

[japitts]

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.

[olympicadam]

Thanks for the reply, and for moving the post.

How do I rectify the poor incoming signal?

Just set up the graph: OlympicAdam Graph 

 

[olympicadam]

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

1	139000000	4.3	40	256 qam	1
2	147000000	4.1	40	256 qam	2
3	155000000	3.9	40	256 qam	3
4	163000000	3.7	40	256 qam	4
5	171000000	3.5	40	256 qam	5
6	179000000	3.2	40	256 qam	6
7	187000000	3.4	40	256 qam	7
8	195000000	3.2	40	256 qam	8
9	203000000	3	40	256 qam	9
10	211000000	3	40	256 qam	10
11	219000000	2.9	40	256 qam	11
12	227000000	2.5	40	256 qam	12
13	235000000	2.5	40	256 qam	13
14	243000000	2.4	40	256 qam	14
15	251000000	2.5	40	256 qam	15
16	259000000	2.2	40	256 qam	16
17	267000000	2.4	40	256 qam	17
18	275000000	2.2	40	256 qam	18
19	283000000	2.5	40	256 qam	19
20	291000000	2.2	40	256 qam	20
21	299000000	2.5	40	256 qam	21
22	307000000	2.2	40	256 qam	22
23	315000000	2	40	256 qam	23
24	323000000	1.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	2705698	1035289
2	Locked	40.9	2546600	839141
3	Locked	40.3	2400946	675430
4	Locked	40.9	2272394	538096
5	Locked	40.9	2156798	430730
6	Locked	40.3	2001827	339517
7	Locked	40.9	1839345	262910
8	Locked	40.3	1665284	199538
9	Locked	40.9	1474674	147148
10	Locked	40.3	1328487	110611
11	Locked	40.9	1171731	81078
12	Locked	40.3	1034081	58516
13	Locked	40.3	915935	41495
14	Locked	40.3	789562	26867
15	Locked	40.9	674266	16768
16	Locked	40.9	575067	10770
17	Locked	40.3	477015	7069
18	Locked	40.3	394053	4808
19	Locked	40.9	337904	3717
20	Locked	40.3	292806	2985
21	Locked	40.3	246262	2444
22	Locked	40.9	202526	2036
23	Locked	40.9	163789	1600
24	Locked	40.3	136178	1367

Upstream bonded channels

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

1	60300005	43	5120	64 qam	1
2	39400000	42.8	5120	64 qam	4
3	46200000	43.3	5120	64 qam	3
4	53700087	43.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	2	0

[olympicadam]

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

SFID	903896
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	903895
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

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

[olympicadam]

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 

[Serena_C]

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