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nunoncastors
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Message 1 of 13
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Loss of internet

Excuse the formatting, I'm posting on my phone because of a lack of internet.

Ok, so, all was well with my VirginMedia connection until yesterday evening (11/01/2017) at around 20:30 when my connection dropped and required a restart of the router to get it going again.

Today (12/01/2017), as in all day, I've had no internet at all except when I reboot the router and it'll manage a connection for around 5 minutes before it drops again.

I've logged in to the router and the logs did feature a message about an update being perofrmed at around the time of the original failure. Fair enough, you guys do remote provisioning and all that. However, it's a bit coincidental that that's the point at which everything went **bleep** up.

Still, just in case, I've done the following.

1) Rebooted the router. Works for a few minutes then dies. Speed test show I'm getting the full 150-odd that I'm paying for during this time.
2) Rebooted pc and router. Same result.
3) Rebooted pc and router, tried wired and wi-fi connections post reboot. Same result.
4) Reset router to defaults, rebooted pc, tested wi-fi and wired. Same result.
5) Set all the router settings back to how they were, rebooted, tested, same result.
6) Rebooted the router, set constant pings going to 8.8.8.8, google.com, and the router's LAN and WAN ips. After 5 minutes or so, the pings to google.com and 8.8.8.8 stop responding, the router lan and wan pings remain unaffected.
7) Repeated the above having removed the signal attenuator from the cable modem. Same results.

So, I guess the question is, why, as of 20:30 11/01/2017 and a possible software update, does my VirginMedia hub thing correctly negotiate a connection to the Virgin WAN, work for a few minutes, then stop routing traffic out onto the net?

Logs and info as follows.

Information
Cable Modem EuroDOCSIS 3.0 Compliant
Serial Number 483155WP10B33
Boot Code Version PSPU-Boot 1.0.20.1391
Software Version V2.01.11
Hardware Version 1.03
CA Key Installed

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 219000000 Locked
Ranged Upstream Channel (Hz) 25800000 Success
Provisioning State OK Operational

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 219000000 171000000 179000000 187000000 195000000 203000000 211000000 227000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 7 1 2 3 4 5 6 8
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) 10.73 11.79 11.49 11.25 11.11 11.08 11.05 11.22
RxMER (dB) 38.26 38.61 38.26 38.26 38.98 38.98 38.61 38.98
Pre RS Errors Reset Counter 853 630 379 378 296 290 294 311
Post RS Errors Reset Counter 291 304 290 282 296 290 286 307

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 N/A N/A
Channel ID 60 58 N/A N/A
Frequency (Hz) 25800000 39400000 N/A N/A
Ranging Status Success Success Other Other
Modulation 64QAM 64QAM N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 4 4 N/A N/A
Power Level (dBmV) 33.75 34.25 N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

Upstream Burst
Req
(1) Init Maint
(3) Per Maint
(4) Adv Short
(9) Adv Long
(10) Adv UGS
(11)
Modulation Type QPSK QPSK QPSK 64QAM 64QAM 64QAM
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 56 640 384 104 104 104
Preamble Value Offset 652 0 0 716 716 716
FEC Error Correction (T) 0 5 5 12 16 12
FEC Codeword Information Bytes (K) 16 34 34 81 223 81
Maximum Burst Size 0 0 0 11 193 219
Guard Time Size 8 48 48 8 8 8
Last Codeword Length Fixed Fixed Fixed Shortened Shortened Shortened
Scrambler On/Off ON ON ON ON ON ON

General Configuration
Network Access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode EuroDOCSIS 3.0
Config File
Primary Downstream Service Flow
SFID 503647
Max Traffic Rate 172500000 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps
Primary Upstream Service Flow
SFID 503646
Max Traffic Rate 10500000 bps
Max Traffic Burst 16320 bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 16320 bytes
Scheduling Type Best Effort

Network Log
First Time Last Time Priority Error Number Description
12/01/2017 21:14:02 GMT 12/01/2017 21:14:02 GMT Error (4) 68010302 DHCP WAN IP - x.x.x.x
12/01/2017 21:13:03 GMT 12/01/2017 21:13:03 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/01/2017 20:46:17 GMT 12/01/2017 20:46:17 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/01/2017 20:11:39 GMT 12/01/2017 20:11:39 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/01/2017 20:09:24 GMT 12/01/2017 20:09:24 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/01/2017 20:08:57 GMT 12/01/2017 20:08:57 GMT Warning (5) 66050300 Auth Fail - Web login failed.
12/01/2017 19:32:26 GMT 12/01/2017 19:32:26 GMT Error (4) 68010302 DHCP WAN IP - x.x.x.x
12/01/2017 19:31:27 GMT 12/01/2017 19:31:27 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/01/2017 19:29:40 GMT 12/01/2017 19:29:40 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
12/01/2017 19:29:39 GMT 12/01/2017 19:29:39 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
12/01/2017 19:29:39 GMT 12/01/2017 19:29:39 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
12/01/2017 19:29:36 GMT 12/01/2017 19:29:36 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
12/01/2017 19:29:36 GMT 12/01/2017 19:29:36 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
12/01/2017 19:29:36 GMT 12/01/2017 19:29:36 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
12/01/2017 19:29:25 GMT 12/01/2017 19:29:25 GMT Warning (5) 84020200 Lost MDD Timeout
12/01/2017 19:29:25 GMT 12/01/2017 19:29:25 GMT Warning (5) 84020200 Lost MDD Timeout
12/01/2017 19:29:25 GMT 12/01/2017 19:29:25 GMT Warning (5) 84020200 Lost MDD Timeout
12/01/2017 19:29:25 GMT 12/01/2017 19:29:25 GMT Warning (5) 84020200 Lost MDD Timeout
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EL9916
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Message 2 of 13
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Re: Loss of internet

do you happen to remember when your device updated is software to V2.01.11? because I have a feeling that might be issue since I started having issues around the time of the update, which for me was last week.

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nunoncastors
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Message 3 of 13
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Re: Loss of internet

I assume yesterday evening but can't be sure as I didn't think to grab the logs before I reset.
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EL9916
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Message 4 of 13
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Re: Loss of internetth

that's fine. I do believe it could be part of the update, my problems happened after it plus alot of customers and yourself have come forward with similar issues. 

Only advice I can really give is wait till somewhat at VM replies, sorry I can't be of more help.

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nunoncastors
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Message 5 of 13
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Re: Loss of internetth

Spoke to support on the phone last night because, well, paying for something I can't use is irritating. Replicated the issue as described and they're sending a new hub out.

Quite why it works perfectly for 5-10 minutes then dies is a mystery as, in their words, everything looks spot on otherwise. I can only assume it's something to do with the software update for the virgin hotspot stuff. I changed my settings to opt out just in case it made a difference but no, still does.

Will update when the new hub turns up.
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majicm
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Message 6 of 13
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Re: Loss of internet

Exactly the same issue for me, same software version too - Seems it started Thursday evening.

They stuff up firmware updates every damn time, they are useless!

 

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nunoncastors
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Message 7 of 13
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Re: Loss of internet

To be fair, this is the first problem I've had in 2+ years. It's just irritating that, from my point of view, I didn't see any notifications about the update, they ran it at half seven in the evening - as opposed to say, two in the morning - and it's to enable a feature I don't want or need. If they were turning on the ability to set my own DNS servers then fine, that'd be useful, but hotspot sharing? Meh.

Also, it would seem my that replacement router is being sent via Yodel - no tracking number so far -so the chances of it actually turning up are somewhat slim but I'll keep you posted.
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Sephiroth
Alessandro Volta
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Message 8 of 13
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Re: Loss of internetth


nunoncastors wrote:
Spoke to support on the phone last night because, well, paying for something I can't use is irritating. Replicated the issue as described and they're sending a new hub out.

Quite why it works perfectly for 5-10 minutes then dies is a mystery as, in their words, everything looks spot on otherwise. I can only assume it's something to do with the software update for the virgin hotspot stuff. I changed my settings to opt out just in case it made a difference but no, still does.

Will update when the new hub turns up.

Your downstream power levels as posted are too high. It may be that when it's working, it is within the limits (below 10Mbps) and it is adjusting from time to time. Looking at the values you posted, I don't think that variance to below 10 dBmv would be likely.  It is more likely that the Hub is able to make sense from time to time of what it receives.

MDD and Sync messages in the log confirm downstream problems.

It's for the VM Forum Team to take a look at it either now, or if the power levels are the same, when the new hub arrives.

 

Seph - ( DEFROCKED - My advice is at your risk)

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Sephiroth
Alessandro Volta
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Message 9 of 13
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Re: Loss of internet


majicm wrote:

Exactly the same issue for me, same software version too - Seems it started Thursday evening.

They stuff up firmware updates every damn time, they are useless!

 


It's easy to jump onto a bandwagon because of coincidence.  If you don't have the out-of-spec downstream levels, then yours is a different problem, imo.

 

Seph - ( DEFROCKED - My advice is at your risk)

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nunoncastors
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Message 10 of 13
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Re: Loss of internetth

Seems somewhat coincidental that after two years with no issues my setup develops them around the time the s/w update hits but I'll take your word for it.

Don't really care, if I'm honest. Nothing's changed on my end it's just stopped working because reasons. This = **bleep**e.
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