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Nicolleevans
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Internet issues - slow/dropouts

Constant issues with our internet connection and speed. Lots of drop outs - having to disconnect and reconnect and restart.

Previous post: https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-WiFi-where-do-I-complain-how-d...

Fobbed off with "there are issues that are being resolved once the work is finished it'll all be okay" - this has been going on since the WiFi was installed - it's a complete waste of money.

Network Log

Time Priority Description

27/07/2021 13:16:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:49Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370017535.5512064 qam10
23940000035.5512064 qam12
34620000035.8512064 qam11
46030000035.5512064 qam9



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0010
 
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Nicolleevans
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Message 2 of 14
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Re: Internet issues - slow/dropouts

Downstream bonded channels

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

1203000000240256 qam9
21390000002.240256 qam1
31470000002.240256 qam2
41550000002.240256 qam3
51630000002.240256 qam4
61710000002.240256 qam5
71790000002.238256 qam6
81870000002.238256 qam7
91950000002.240256 qam8
10211000000240256 qam10
11219000000240256 qam11
122270000001.940256 qam12
132350000001.740256 qam13
142430000001.540256 qam14
152510000001.440256 qam15
162590000001.240256 qam16
17267000000140256 qam17
182750000000.940256 qam18
192830000000.740256 qam19
202910000000.740256 qam20
212990000000.738256 qam21
223070000000.740256 qam22
233150000000.740256 qam23
243230000000.740256 qam24



Downstream bonded channels

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

1Locked40.3328415846
2Locked40.329407837
3Locked40.3262820497
4Locked40.3313818506
5Locked40.3761416512
6Locked40.3235425209
7Locked38.9272121266
8Locked38.9697518372
9Locked40.3214812557
10Locked40.9220812291
11Locked40.3251713755
12Locked40.3194310616
13Locked40.9161310732
14Locked40.9214020577
15Locked40.3205117401
16Locked40.3264620586
17Locked40.3250922753
18Locked40.3232225875
19Locked40.3202428879
20Locked40.3271227897
21Locked38.9155030148
22Locked40.3151331221
23Locked40.3147031842
24Locked40.3174829525
 
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jbrennand
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Message 3 of 14
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Re: Internet issues - slow/dropouts

Do you have a Broadband Quality Monitor running at Thinkbroadband.com?

Have you checked for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also 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 postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

See what that says.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Alex_RM
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Message 4 of 14
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Re: Internet issues - slow/dropouts

Hi Nicolleevans,

 

Thanks for posting and sorry to see you've had some issues with the connection.

 

Have you been able to set up a BQM as jbrennand has suggested?

 

Alex_Rm

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Nicolleevans
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Message 5 of 14
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Re: Internet issues - slow/dropouts

I think this is right?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6721e310ac3c18e5e8fcbc849c985cff8d4aa1a1
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jbrennand
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Message 6 of 14
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Re: Internet issues - slow/dropouts

Thats it... it looks good - apart from around 10.30am. Are there any network log messages for that time.

Also can you do this to reset the RS errors.

Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Nicolleevans
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Message 7 of 14
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Re: Internet issues - slow/dropouts

It's weird because I've had to turn WiFi off on my phone to access the Internet in the last hour 🤷‍♀️

I have to restart the hub regularly and it always starts dropping out again.

At 11.30am this morning it kept kicking me out of my zoom meeting on the laptop.

 
Network LogTime Priority Description
30/07/2021 23:34:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 19:37:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 19:37:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 13:37:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 11:35:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:16:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:49Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 13:15:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tom_F
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Message 8 of 14
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Re: Internet issues - slow/dropouts

Hi Nicolleevans, thanks for getting in touch.

 

Sorry to hear about the internet issues you've experienced since your installation. I've taken a look from here and everything appears to be OK to be honest, There are no signs of SNR or congestion - and all power-levels appear to be within spec as well. 

 

The logs above show a few more errors than we'd like to see ideally - however the most recent one is from the 30th, and I can see it's been more than a couple of weeks since the hub was rebooted.

 

If there's been issues in your area recently (which it looks like there has been) then your hub could definitely benefit from a reboot/fresh connection as advised above. 

If you continue to experience issues from there please keep us posted with updated hub data so we can see if errors continue to build up.

 

Tom 

 

 

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Nicolleevans
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Message 9 of 14
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Re: Internet issues - slow/dropouts

I've now missed two online meeting because the WiFi is not capable of hosting the meeting without continual drop outs. 

I appreciate it might not have been restarted in the most recent weeks but historically restarting it is NOT solving the issues we are having.

Ive taken the hard cable out of the virgin media box and I am able to use the Internet without the drop outs.

What can I do about the WiFi considering there is only one product plugged in with the hard cable and its not possible to plug everything else in directly to the router. 

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Akua_A
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Message 10 of 14
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Re: Internet issues - slow/dropouts

Thank you for the update @Nicolleevans.

 

Reboots can sometimes clear hub errors and in this case may resolve the issue you are facing. Please try rebooting the hub and let us know if the problem persists.

 

If so, we can look into further steps such as a technician visit.

 

Thanks,

Akua_A
Forum Team



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