Broadband Quality Monitor Assistance in interpreting it

Hi,

i've bene having intermittent connection issues for about 6 weeks with Virgin Media, i've had about 8 Engineers come out and still having high latency and dropouts.

Whilst I'm browsing on my phone it says "Not connected to internet" and shows a solid white light on the router.

I'm posting my BQM bqm started last night.

Can anyone provide some interpretation.


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

Do the red lines happen at the same time as you get the phone saying it isn't connected? I am assuming the solid white light on the router is an indicator the connection is down? If the answer to these is yes then the BQM doesn't really tell you anything you don't already know - ie for some reason your connection is dropping and if that is the case then Virgin need to sort it.

The yellow lines on the graph aren't that unusual for a Virgin connection - they often show varying latency on BQM - something specific with the way the Virgin network works and not necessarily anything diagnostic in your case.

Hi,

Thanks for your message, yea thats correct I'm getting 100% packet loss and hence disconnected

I've also got the router log getting alot of T3.T4 and T5 Timouts, Sync timing Synchronization timing error, DCHP Warning, Honoring MDD; IP provisioning mode, No Ranging Response received - T3 time-out, Started Unicast Maintenance Ranging - No Response received - T3 time-out; REG RSP not received

Can post the full router stats including Upstream downstream etc.

I've had about 9 engineers in the last 9 weeks I'm even on the virgin community forum the mod told me I can leave if i want as there isn't a problem with their equipment is my equipment lol.

I also work from home and this is a nuisance as i drop out of zoom calls.

If the Virgin hub (which I think is owned by Virgin) is losing connection to the Virgin network then it is a Virgin problem - it isn't your equipment and it sounds like Virgin are giving you the run around. Unfortunately BQM is going to do no more to prove that than the fact you are seeing the hub go down.

Are you able to check the router status page when you have an outage to actually see what status the router thinks it is in? If it actually shows a lost connection?

In reply to a post by ian72:

If the Virgin hub (which I think is owned by Virgin) is losing connection to the Virgin network then it is a Virgin problem - it isn't your equipment and it sounds like Virgin are giving you the run around. Unfortunately BQM is going to do no more to prove that than the fact you are seeing the hub go down.

Are you able to check the router status page when you have an outage to actually see what status the router thinks it is in? If it actually shows a lost connection?

They've been giving me the runaround for ages they can't seem to find out what the issue is, when it's been disconnected it says No Ranging Response received - T3 time-out, T6 Timeout and retries exceeded and mostly Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out.

Full network log is:

Time Priority Description
14-06-2023 13:18:25 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 13:13:28 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 13:12:10 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 13:08:38 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 13:08:24 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:27:09 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:24:37 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:22:06 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:21:45 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:16:31 notice REGISTRATION COMPLETE - Waiting for Operational status
14-06-2023 12:16:28 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:16:23 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:16:10 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:16:08 notice Honoring MDD; IP provisioning mode = IPv4
14-06-2023 12:16:00 critical No Ranging Response received - T3 time-out;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:15:53 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:15:49 error T6 Timeout and retries exceeded;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:15:37 critical REG RSP not received;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:15:22 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:15:20 notice Honoring MDD; IP provisioning mode = IPv4
14-06-2023 12:15:12 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:15:00 critical Cable Modem Reboot due to power button reset
14-06-2023 12:11:57 critical No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:11:48 critical No Ranging Response received - T3 time-out;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:11:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:11:47 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:11:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:11:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:11:47 critical No Ranging Response received - T3 time-out;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:11:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:11:46 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;
14-06-2023 12:10:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=94:98:8f:ec:f2:b1;CMTS-MAC=00:01:5c:82:ec:5b;CM-QOS=1.1;CM-VER=3.1;

Post this on the community forum. The "loss of sync" is a problem on the Virgin side of the Hub.

I've done this before they are adament there is no issue with the equipment they provided (This is coming from the mod) , the cabinet is fine, the wiring is fine , but im still getting errors on the router log Sync Error, T4 and T6 Timeout, latency is up and down and dropped packets on the broadband quality monitor.

That is patiently garbage. You can google what a T4 and T6 error means on a DOCSIS network, lots of information in the USA. Typically they mean the Hub (router) lost connection with the cable modem termination system (CMTS) the other end of the coax.

You can complain directly to the Chief Executive, worth doing in writing by post, be polite, and your case will be picked up by the senior end of customer services. In my case they told me they couldn’t replace the faulty cabinet, so had made it ‘as good as possible’, which is tolerable, but not great. So I told them I will leave as soon as there is an alternative in my road.

Hi Mate,

You wouldn’t believe it but I complained and that’s what they said, everything is fine on their side and told me to change channels on the hub settings I threatened to leave and would need to pay 288 quid to leave my contract which is a ******** joke and I work from home 2 or 3 times a week and get drop outs during zoom calls.

I am literally so fed up and their technical support team is a joke