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Ianfido
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Broadband keeps cutting out

Hi,

my internet keeps dropping/cutting out for no apparent reason. It's been ok the past few months but suddenly this Christmas it keeps losing connection randomly and then coming back on 15 seconds or longer later. This happens when using wired or wifi. It happens on all devices ( PS4, phones, laptop etc).

I have tried resetting router, checked all wires and tightened all connections. As well as losing connection, the speed will also drop to very low connection speeds. It not only happens at peak time ( this is daily) but randomly at other times of the day. The speeds can go as low as 1.68mbps download and 0.31mbps upload which is not very good considering our speed should be around 100mbps.

i have done numerous speed tests, wired and wireless but when very low speeds it becomes very annoying. Please can anyone help. I live in Cardiff if that helps at all!

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Superuser
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Message 2 of 23
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Re: Broadband keeps cutting out

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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Superuser
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Message 2 of 23
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Helpful Answer

Re: Broadband keeps cutting out

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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Ianfido
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Message 3 of 23
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Re: Broadband keeps cutting out

Hi Griffin here is the info you asked for


Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 299000000 267000000 275000000 283000000 291000000 307000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 9 5 6 7 8 10 11 12
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) 4.62 5.08 4.62 4.80 4.60 4.46 4.39 4.35
RxMER (dB) 37.94 37.64 37.36 37.36 38.26 37.94 37.94 37.94
Pre RS Errors 1442 2734 369 1011 984 879 993 965
Post RS Errors 1014 322 293 964 983 879 993 965
Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 18 N/A N/A 17
Frequency (Hz) 39400000 N/A N/A 46200000
Ranging Status Success N/A N/A Success
Modulation 16QAM N/A N/A 16QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 41.25 N/A N/A 42.25
T1 Timeouts 1 1 1 1
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 Super Hub
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Network Log
home
Router Status
Network Log
Network Log
First Time Last Time Priority Error Number Description
02/01/2017 17:01:14 GMT 02/01/2017 17:01:14 GMT Error (4) 68010302 DHCP WAN IP - 82.13******
02/01/2017 17:00:42 GMT 02/01/2017 17:00:42 GMT Error (4) 68000407 TOD established
02/01/2017 17:00:33 GMT 02/01/2017 17:00:33 GMT Notice (6) 84000510 Downstream Locked Successfully
02/01/2017 17:00:21 GMT 02/01/2017 17:00:21 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/2017 16:59:58 GMT 02/01/2017 16:59:58 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/2017 16:58:58 GMT 02/01/2017 16:58:58 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/2017 16:57:58 GMT 02/01/2017 16:57:58 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/2017 16:56:58 GMT 02/01/2017 16:56:58 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/2017 16:55:58 GMT 02/01/2017 16:55:58 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/2017 16:54:58 GMT 02/01/2017 16:54:58 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/2017 16:53:58 GMT 02/01/2017 16:53:58 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/2017 16:52:58 GMT 02/01/2017 16:52:58 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/2017 16:52:17 GMT 02/01/2017 16:52:17 GMT Error (4) 67070100 DBC-ACK not received
02/01/2017 16:52:15 GMT 02/01/2017 16:52:15 GMT Error (4) 68010302 DHCP WAN IP - 82.13.******
02/01/2017 16:52:15 GMT 02/01/2017 16:52:15 GMT Warning (5) 85010200 TCS Partial Service
02/01/2017 16:51:27 GMT 02/01/2017 16:51:27 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
02/01/2017 16:42:39 GMT 02/01/2017 16:42:39 GMT Notice (6) 84000510 Downstream Locked Successfully
02/01/2017 16:42:23 GMT 02/01/2017 16:42:23 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
02/01/2017 16:41:59 GMT 02/01/2017 16:41:59 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out


© 2010 Virgin Media. All rights reserved.

 [MOD EDIT: For your security personal and private information has been removed from this post. Please review the Forum Guidelines]

 

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Superuser
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Message 4 of 23
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Re: Broadband keeps cutting out

Your power levels and SNR look fine.

However, the logs are showing a few T4 errors showing on the logs indicaying the connection is dropping.

You will need VM to investigate the errors further, You can either wait here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

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Ianfido
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Message 5 of 23
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Re: Broadband keeps cutting out

Thanks Griffin
I'll see if this thread is picked up or I'll give them a ring in a few days.
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Bigblocks8
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Message 6 of 23
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Re: Broadband keeps cutting out

Same as here. Also happening to lots of other people I know. Keep calling up and getting same old spiel. Fed up turning off box and devices continually. Virgin has a big problem and needs to come clean. I'm paying for vivid 200 and cannot use it properly. It's a joke. 

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Bigblocks8
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Message 7 of 23
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Re: Broadband keeps cutting out

Network logs 

 


Network Log
First Time Last Time Priority Error Number Description
03/01/2017 21:30:34 GMT 03/01/2017 21:30:34 GMT Error (4) 68010302 DHCP WAN IP - ********
03/01/2017 21:29:34 GMT 03/01/2017 21:29:34 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
02/01/2017 16:22:26 GMT 02/01/2017 16:22:26 GMT Error (4) 68010302 DHCP WAN IP - *********
02/01/2017 16:21:28 GMT 02/01/2017 16:21:28 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
02/01/2017 00:16:19 GMT 02/01/2017 00:16:19 GMT Error (4) 68010302 DHCP WAN IP - ********
02/01/2017 00:15:20 GMT 02/01/2017 00:15:20 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
01/01/2017 12:57:51 GMT 01/01/2017 12:57:51 GMT Error (4) 68010302 DHCP WAN IP - *********
01/01/2017 12:56:52 GMT 01/01/2017 12:56:52 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
30/12/2016 01:38:38 GMT 30/12/2016 01:38:38 GMT Error (4) 68010400 DHCP REBIND WARNING - Field invalid in response
30/12/2016 01:37:40 GMT 30/12/2016 01:37:40 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
30/12/2016 01:36:45 GMT 30/12/2016 01:36:45 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
30/12/2016 01:34:55 GMT 30/12/2016 01:34:55 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
30/12/2016 01:31:14 GMT 30/12/2016 01:31:14 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
30/12/2016 01:23:53 GMT 30/12/2016 01:23:53 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
30/12/2016 01:09:10 GMT 30/12/2016 01:09:10 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
30/12/2016 00:39:45 GMT 30/12/2016 00:39:45 GMT Error (4) 68010100

 

 

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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stanners980
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Message 8 of 23
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Re: Broadband keeps cutting out

A similar thing keeps happening to us with Netflix and iPlayer going down constantly on our SmartTV. We never had iPlayer problems when we were with SKY so can only assume it's the Virgin connection.

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Bigblocks8
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Message 9 of 23
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Re: Broadband keeps cutting out

 

Super Hub

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 18 N/A N/A 17
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) 45.25 N/A N/A 45.75
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

© 2010 Virgin Media. All rights reserved.

 

 

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 283000000 267000000 275000000 291000000 299000000 307000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 7 5 6 8 9 10 11 12
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) 8.35 8.06 8.36 8.04 8.09 7.75 7.68 7.74
RxMER (dB) 38.26 37.94 37.94 38.26 38.61 38.61 38.26 38.26
Pre RS Errors 363 1303 323 929 1092 908 922 308
Post RS Errors 311 1017 308 922

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stanners980
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Message 10 of 23
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Re: Broadband keeps cutting out

129875000013.538.6256 qam21
232275000013.837.6256 qam24
331475000013.538.6256 qam23
430675000013.538.6256 qam22
529075000013.137.6256 qam20
62827500001338.6256 qam19
727475000013.338.6256 qam18
82667500001338.6256 qam17
925875000012.938.6256 qam16
1025075000012.638.6256 qam15
1124275000012.838.6256 qam14
1223475000012.638.9256 qam13

 

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

239400000ATDMA4264 qam64000005120
146200000ATDMA4264 qam6400000

5120

 

 

 

Network Log Date And Time Error Number Event Description

2016-11-25 13:13:53.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-25 17:38:13.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-27 19:30:14.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-29 00:18:11.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-02 09:09:28.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-03 07:12:38.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-07 13:42:41.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 17:40:03.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-12 05:13:41.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-13 04:01:07.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-15 07:58:09.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 08:09:06.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-18 11:27:44.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-23 15:15:38.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-26 06:16:53.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-27 13:46:57.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-30 14:39:26.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-31 10:31:59.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-31 12:48:00.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:52.0068000401ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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