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dh1988
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Router dropping connection

Hi,

Recently my router has been losing all internet connection, sometimes it happens twice a day, sometimes it doesn't happen for 3-4 days then it will drop again.

I can't use Wi-Fi or any device which is wired. When I run the self test on the Virgin website it says that the device is switched off, it isn't as all the lights are still showing. A reboot of the router will fix the problem. Below are screenshots I took on Thursday of the superhub log. The problem then stopped until this morning.

Screenshot_20170810-095800.png

Any help would be appreciated.

Thanks

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Message 2 of 16
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Re: Router dropping connection

Hello dh1988,

Welcome to the Community Smiley Very Happy

Sorry to hear about the problems with your connection. How are you getting on since your last post? I've just taken a look and I don't see anything wrong with your cable, power levels etc. If you're still struggling I think it'll be a good idea to replace your equipment.

Hope to hear back from you soon,

Take care.

Heather_J

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dh1988
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Message 3 of 16
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Re: Router dropping connection

Hi,

Thanks for the reply.

My internet has dropped twice since my post, once during the week and it was also down this morning.

It seems to drop off overnight most often.

Thanks
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Message 4 of 16
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Re: Router dropping connection

Thanks for getting back to us dh1988,

 

I'd like to check this for you. 

 

To allow me to do so, could you respond via private message with the following information?:

  • Please can you confirm your name and if you are the account holder?
  • Home address

Hope to hear back from you soon,

 

Nat_J


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alexnharvey
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Message 5 of 16
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Re: Router dropping connection

I am having the same problem,. My router drops the existing connections and will not accept new connections. I have to restart it to fix it. Sometimes it takes a few days, sometimes it will happen a few times in one day.

 

Network Log
Date And Time	Error Number	Event Description
2017-08-26 18:20:30.00	84000700	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:20:30.00	84000500	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:20:30.00	84000700	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:20:31.00	84000500	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:20:35.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:20:37.00	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:21:18.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:21:18.00	84020300	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:21:32.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:22:20.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:22:20.00	84020300	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:22:34.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:22:54.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:22:54.00	84020300	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:23:08.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:23:32.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:23:32.00	84020300	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:23:45.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-26 18:24:49.00	68000100	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-08-27 15:54:29.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 6 of 16
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Re: Router dropping connection

Sorry to hear this alexnharvey,

 

I'd like to help but I'm unable to locate your details at the moment.

 

To allow me to do so, could you respond via private message with the following information?:

  • Please can you confirm your name and if you are the account holder?
  • Home address

Nat_J


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Message 7 of 16
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Re: Router dropping connection

Thanks for getting back to me alexnharvey,

 

I've located your account and I'm unable to detect any faults either via equipment levels or network segment at the moment.

 

What type of connection are you utilising? Wired/wireless?

 

Hope to hear back from you soon,

 

Nat_J


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alexnharvey
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Message 8 of 16
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Re: Router dropping connection

All wireless. I'm not having any problem now but when I got up this morning around 7:30 I had no connections and had to do a reset but there doesn't seem to be anything in the network log which corresponds to that time. I think it's a problem at the router.

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Message 9 of 16
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Re: Router dropping connection

Okie dokie,

 

Have you tried Changing your Virgin Media Hub's wireless channel in order to potentially improve this type of connection?

 

Nat_J

 

 


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alexnharvey
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Message 10 of 16
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Re: Router dropping connection

Sure, I have now switched my 2.4ghz channel and left the 5ghz one as there's no overlap with another network.

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