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autosec1
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internet

the internet keeps dropping out i am always connected by wifi with a good strong signal but am forever being asked is the internet working. Sometimes it is but usually when i check with my laptop it will show connected to vm"""""""" but no internet access. this seems to be occuring more and more. Sometimes it comes back on its own other times i have to reboot the router. it can happen when i am in the same room as the router or even if i am plugged into the router with an ethernet cable. Can anybody please help

 

 

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Superuser
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Re: internet

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. Be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up 7-10 days) and run checks on your line.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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autosec1
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Re: internet

Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8 Frequency (Hz) 298750000 266750000 274750000 282750000 290750000 306750000 314750000 322750000 Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked Channel ID 13 9 10 11 12 14 15 16 Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 Interleave Depth I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 Power Level (dBmV) 2.55 2.14 1.25 1.16 1.95 1.52 0.47 0.16 RxMER (dB) 37.94 37.09 36.84 36.84 37.64 37.36 37.09 36.84 Pre RS Errors Reset Counter 1798 5452 588 457 947 932 1000 311 Post RS Errors Reset Counter 307 313 289 286 945 930 997 306

Network Log
First Time Last Time Priority Error Number Description
10/01/2017 19:25:37 GMT 10/01/2017 19:25:37 GMT Error (4) 68010302 DHCP WAN IP - (Removed personal Data)
10/01/2017 19:24:36 GMT 10/01/2017 19:24:36 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
10/01/2017 19:23:10 GMT 10/01/2017 19:23:10 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/01/2017 19:23:00 GMT 10/01/2017 19:23:00 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
10/01/2017 19:22:30 GMT 10/01/2017 19:22:30 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/01/2017 19:22:20 GMT 10/01/2017 19:22:20 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
10/01/2017 19:21:50 GMT 10/01/2017 19:21:50 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/01/2017 19:21:40 GMT 10/01/2017 19:21:40 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
10/01/2017 19:21:10 GMT 10/01/2017 19:21:10 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/01/2017 19:21:00 GMT 10/01/2017 19:21:00 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
10/01/2017 19:20:30 GMT 10/01/2017 19:20:30 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/01/2017 19:20:20 GMT 10/01/2017 19:20:20 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
10/01/2017 19:19:50 GMT 10/01/2017 19:19:50 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/01/2017 19:19:40 GMT 10/01/2017 19:19:40 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
10/01/2017 19:19:10 GMT 10/01/2017 19:19:10 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/01/2017 19:19:00 GMT 10/01/2017 19:19:00 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
10/01/2017 19:18:30 GMT 10/01/2017 19:18:30 GMT Critical (3) 82000600 Unicast Maintenance Ranging attempted - No response - Retries exhausted
10/01/2017 19:18:30 GMT 10/01/2017 19:18:30 GMT Critical (3) 82000300 Ranging Request Retries exhausted
 

 

Upstream   US-1 US-2 US-3 US-4

Channel Type 2.0 N/A N/A 2.0
Channel ID 2 N/A N/A 1
Frequency (Hz) 39400000 N/A N/A 46200000
Ranging Status Success Other Other Success
Modulation 64QAM N/A N/A 64QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 46.25 N/A N/A 47.75
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

SCA1972 wrote:

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. Be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up 7-10 days) and run checks on your line.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  


 

 

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Superuser
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Re: internet

I recommend that you edit your post immediately to remove your WAN IP and protect your privacy.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Superuser
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Re: internet

I have flagged your post to the mods and they will remove the WAN IP from your post.

Power levels look OK. There were a lot of timeout errors a couple of days ago which is not normal, but then none for two days.

Hopefully the VM staff will be able to shed some light on this when they get to this thread and run their checks.  Sorry I can't be of more help.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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autosec1
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Re: internet

Im stillhaving the same problems

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Superuser
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Re: internet

FYI The forum team respond to the oldest post waiting for a reply. This means if you keep posting on the thread then it will bump you to the bottom of their list. Current response times are about a week.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Forum Team (Retired) Adam_L
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Re: internet

Hi autosec1, 

Thanks for letting us know about your issues with your internet dropping out, I apologise for any inconvenience.

I have run some checks on your connection from here and I couldn't see anything out of the ordinary, no errors or time outs inside the Hubs logs and all of your power levels are within the preferred ranges.

Are you still having these issues? If so, please respond to me here with a recent copy of your Hubs logs for me to compare with the information that we have here.

Also, how are you connected wired or wireless?

Does is drop on both types of connection?

I look forward to your reply, 

Thanks, 

Adam.


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