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DeeJayBee
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Message 1 of 10
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My internet keeps disconnecting

I'm using a hard wired connection to my pc, i've spoken to an advisor via the chat and they asked me to change my router to modem mode, I have done but the problem still persists. Any ideas what it could be?

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deviousiphone
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Re: My internet keeps disconnecting

Could you do me a favour if your in modem mode still please connect to http:192.168.100.1 or if you went back to router mode http://192.168.0.1 now don't login to the router but click Router Status or similar, in there it breaks everything down, please copy the details from downstream, upstream, and network logs, don't worry about formatting
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DeeJayBee
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Re: My internet keeps disconnecting

Hello thanks for replying,

here are the logs

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

1298750000-638.6256 qam9
2322750000-6.438.6256 qam12
3314750000-6.538.6256 qam11
4306750000-6.238.6256 qam10
5290750000-5.938.9256 qam8
6282750000-5.938.6256 qam7
7274750000-5.738.9256 qam6
8266750000-5.538.9256 qam5
9258750000-5.538.6256 qam4
10250750000-5.538.9256 qam3
11242750000-5.538.9256 qam2
12234750000-5.738.9256 qam1

 

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

1039400000ATDMA42.516 qam64000005120
946200000ATDMA42.516 qam64000005120

 

Network Log Date And Time Error Number Event Description

2017-01-04 18:26:37.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-05 22:01:26.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-08 04:02:48.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-08 04:02:48.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-08 04:02:48.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-08 04:02:48.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-08 04:02:54.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-08 04:10:15.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-09 10:47:27.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-10 09:54:37.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-10 10:35:50.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-10 10:47:07.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-10 11:54:06.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-10 12:12:26.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-12 17:21:28.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-13 06:58:25.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-13 06:58:25.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-13 06:58:25.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-13 06:58:25.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-13 06:58:30.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I hope that's clear enough for you pal. 

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DeeJayBee
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Message 4 of 10
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Re: My internet keeps disconnecting

downstream.pnglog 1.pnglog 2.pnglog 3.pnglog 4.pnglog 5.pngupstream.png

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ronalex44
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Message 5 of 10
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Re: My internet keeps disconnecting

It seems to be a fact of life with virgin internet it is for ever going off line both wire of wifi, from messages various such as no connection to DNS server. I suspect the system goes off line for maintence perhaps and they don't tell you, very often late at night. I am feed up and going to find another provider, there is no perfect solution all providers have some problems.

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deviousiphone
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Message 6 of 10
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Re: My internet keeps disconnecting

Those power levels are on the low side, I would contact virgin or wait for a response here
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DeeJayBee
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Message 7 of 10
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Re: My internet keeps disconnecting

Ah i've seen that to be the case with other people, thanks for your help. So I just wait for a forum moderator to see my post now?

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deviousiphone
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Message 8 of 10
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Re: My internet keeps disconnecting

Yes basically, or give them a call on 150, they will get it resolved a lot quicker for you
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DeeJayBee
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Message 9 of 10
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Re: My internet keeps disconnecting

Tried router back in router mode and the disconnects are a lot more frequent, just had 2 in a few minutes, was more stable in modem mode. no idea what any of this means but i guess it needs looking into. 

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Forum Team (Retired) Adam_L
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Message 10 of 10
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Re: My internet keeps disconnecting

Hi DeeJayBee, 

Thanks for getting in touch to let us know about your issues with your internet disconnecting, I apologise for any inconvenience caused.

I've tested your connection from here and I noticed that your Hubs logs show a number of time outs inside, I apologise for any inconvenience caused.

I would like to arrange for an engineer to attend and investigate this further for you, I will send you a PM (purple envelope at top) detailing what's required in order to proceed with making the booking. Please respond to me there and I'll ensure this all gets booked and secured for you.

Take care, 

Thanks, 

Adam.


Tech fan? Have you read our Digital life blog yet? Check it out


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