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Lee-47
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Internet connection dropping for a few second every 30 seconds

Hi I have had this problem for about a year now and it's getting too much and too frustrating

I have rang virgin media recently since I am getting fed up of the problem now and they were no help whatsoever, I was hoping it would fix itself but it clearly isn't going to. There are two main problems with my internet and I have come to a conclusion of what the problems could be but I am not 100% sure so maybe someone with a bit more expertise could be of help or give some suggestions.

My internet connection seems to drop every 30 seconds no matter what, YouTube videos will buffer, sites wont load, if i am on Skype or another communication software then I will be unable to hear the other person and all sound will drop for around 3 seconds, if I am playing a game then I will get a lag spike for about 3 seconds and will be unable to do anything, the game just kind of freezes. I am 100% certain it is an internet problem not a hardware problem, since I hot-spotted my computer from my phone using mobile data and none of these problems occurred. I also have 2 computers and I experience the same problem on both computers.

I have tested it on wireless and the problem is still present therefore it is not the ports on the modem or the cables I am using, since it is on both computers I am fairly certain it is not a problem with the network adapters on either computer or the motherboard or drivers on either computer.

I used a program called ping plotter and it showed that every 30 seconds my ping would spike up to around 3000 where it is usually 30. I tested this to a number of different reliable ip addresses, such as Google.co.uk

I also pinged the connection from the super hub config page and that showed 2200 ping too.

Overall I think it is a problem with the COAX cable which I have not tested, the modem itself or a issue on virgin media's side.

Another problem which is happening frequently is that at a random point of the day my computer will not be able to make new connections to websites or any programs accessing the internet. But existing connections already made will continue to work, such as if I playing CS:GO I will still be able to play the game if I have the client/program open. But if i try to connect to any website it wont load, or if i try to use spotify or skype, or any other program which uses the internet which wasn't already open.
I opened the network and sharing center on the control panel and it said my computer was connected to the modem but the modem was not connecting to the internet, I then ran a troubleshoot and it said the computer appears to be correctly configured but the device or resource(dns server) is not responding

I will have to restart my computer in order for it to work again and to be able to connect to the internet again. This problem is also present on both computers.

Thanks,

 

 

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Superuser
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Re: Internet connection dropping for a few second every 30 seconds

Do you get the same problem connected directly to the hub by ethernet cable?

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Lee-47
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Message 3 of 9
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Re: Internet connection dropping for a few second every 30 seconds

Yes I am always connected via ethernet cable
I tested with wireless and the problem is still present
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Superuser
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Re: Internet connection dropping for a few second every 30 seconds

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.100.1
Don't log in, click the Router Status button in the top right of the screen.
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting.

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Lee-47
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Re: Internet connection dropping for a few second every 30 seconds

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 266750000 Hz 274750000 Hz 282750000 Hz 290750000 Hz 298750000 Hz 306750000 Hz 314750000 Hz 322750000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 5 6 7 8 9 10 11 12
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
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) 0.4 dBmV 0.2 dBmV -0.2 dBmV -0.6 dBmV 1.1 dBmV 0.9 dBmV 0.5 dBmV 0.6 dBmV
RxMER (dB) 41.0 dB 40.9 dB 40.9 dB 40.7 dB 40.8 dB 40.8 dB 40.3 dB 40.8 dB
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Lee-47
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Re: Internet connection dropping for a few second every 30 seconds

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 N/A N/A
Channel ID 11 12 N/A N/A
Frequency (Hz) 32600000 Hz 25800000 Hz N/A N/A
Ranging Status Success Success N/A N/A
Modulation QAM16 QAM16 N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 128 128 N/A N/A
Power Level (dBmV) 42.5 dBmV 41.5 dBmV N/A N/A
T1 Timeouts 0 0 N/A N/A
T2 Timeouts 0 0 N/A N/A
T3 Timeouts 1 1 N/A N/A
T4 Timeouts 0 0 N/A N/A
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Lee-47
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Message 7 of 9
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Re: Internet connection dropping for a few second every 30 seconds


Network Log
First Time Last Time Priority Error Number Description
13/10/2016 03:22:56 13/10/2016 03:22:56 Critical (3) 82000500 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2016 12:57:25 12/10/2016 12:57:25 Error (4) 68010400 DHCP REBIND WARNING - Field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2016 23:30:43 12/10/2016 23:30:43 Critical (3) 2436694078 TOD established
07/10/2016 20:58:58 07/10/2016 20:58:58 Warning (5) 84020300 MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Lee-47
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Message 8 of 9
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Re: Internet connection dropping for a few second every 30 seconds

Any help?

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Forum Team (Retired) Adam_L
Forum Team (Retired)
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Message 9 of 9
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Re: Internet connection dropping for a few second every 30 seconds

Hi Lee-47, 

Thanks for getting in touch! I am sorry to hear about your issues with your internet connection dropping, I apologise for any inconvenience.

I have run some tests from here and I can see some time outs inside the Hubs logs, in order to get this all resolved for you an engineer will need to attend and investigate things a little further. I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking.

Please respond to me there and I'll get this all booked and secured for you.

Take care, 

Thanks, 

Adam.


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