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ntruby
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Persistent loss of connection TW1

Postcode TW1

I've been with Virgin Media for 10-15 years without many issues, but moved house and postcodes in November.

In my new home I get many persistent disconnects.  On Thu afternoon for example I'd lose connectivity about once every 5 minutes, for 30-60 seconds.

This happens to Wifi and cabled devices, so I am sure that the problem is somewhere between the hub and Virgin Media itself.

There doesn't seem to be much to reconfigure to try to fix it.  

Any suggestions please?

Thanks

N

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Re: Persistent loss of connection TW1

Hi ntruby

 

Thanks for posting. Sorry to hear of the intermittent connection you have been experiencing. I can imagine this must be really frustrating so we'll do our best to get this looked into for you.

 

I've run some checks on your connection and everything looks ok. Are there any changes to the lights on the hub when this happens? 

 

Could you post the hub's network log for us to have a look at? (go to 192.168.0.1, don't log in, router status in top right corner)

 

Speak soon 

 


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ntruby
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Re: Persistent loss of connection TW1

Sorry, been away.  Log below.   But I'm less sure that it's north of the hub now.

See these recent ping times:

Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time=4ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=7ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=682ms TTL=64
Reply from 192.168.0.1: bytes=32 time=733ms TTL=64
Reply from 192.168.0.1: bytes=32 time=306ms TTL=64
Reply from 192.168.0.1: bytes=32 time=279ms TTL=64
Reply from 192.168.0.1: bytes=32 time=337ms TTL=64
Reply from 192.168.0.1: bytes=32 time=610ms TTL=64
Reply from 192.168.0.1: bytes=32 time=859ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1111ms TTL=64
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 192.168.0.1: bytes=32 time=2343ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1759ms TTL=64
Reply from 192.168.0.1: bytes=32 time=818ms TTL=64
Reply from 192.168.0.1: bytes=32 time=245ms TTL=64
Reply from 192.168.0.1: bytes=32 time=345ms TTL=64
Reply from 192.168.0.1: bytes=32 time=191ms TTL=64
Reply from 192.168.0.1: bytes=32 time=268ms TTL=64
Reply from 192.168.0.1: bytes=32 time=215ms TTL=64
Reply from 192.168.0.1: bytes=32 time=39ms TTL=64
Reply from 192.168.0.1: bytes=32 time=395ms TTL=64
Reply from 192.168.0.1: bytes=32 time=346ms TTL=64
Reply from 192.168.0.1: bytes=32 time=410ms TTL=64
Reply from 192.168.0.1: bytes=32 time=224ms TTL=64
Reply from 192.168.0.1: bytes=32 time=49ms TTL=64
Reply from 192.168.0.1: bytes=32 time=182ms TTL=64
Reply from 192.168.0.1: bytes=32 time=150ms TTL=64
Reply from 192.168.0.1: bytes=32 time=655ms TTL=64
Reply from 192.168.0.1: bytes=32 time=195ms TTL=64
Reply from 192.168.0.1: bytes=32 time=811ms TTL=64
Reply from 192.168.0.1: bytes=32 time=293ms TTL=64
Reply from 192.168.0.1: bytes=32 time=391ms TTL=64
Reply from 192.168.0.1: bytes=32 time=619ms TTL=64
Reply from 192.168.0.1: bytes=32 time=366ms TTL=64
Reply from 192.168.0.1: bytes=32 time=407ms TTL=64
Reply from 192.168.0.1: bytes=32 time=108ms TTL=64
Reply from 192.168.0.1: bytes=32 time=184ms TTL=64
Reply from 192.168.0.1: bytes=32 time=77ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=191ms TTL=64
Reply from 192.168.0.1: bytes=32 time=323ms TTL=64
Reply from 192.168.0.1: bytes=32 time=185ms TTL=64
Reply from 192.168.0.1: bytes=32 time=192ms TTL=64
Reply from 192.168.0.1: bytes=32 time=166ms TTL=64
Reply from 192.168.0.1: bytes=32 time=245ms TTL=64
Reply from 192.168.0.1: bytes=32 time=275ms TTL=64
Reply from 192.168.0.1: bytes=32 time=337ms TTL=64

 

Network Log

First Time Last Time Priority Error Number Description
16/02/2017 21:10:55 GMT 16/02/2017 21:10:55 GMT Warning (5) 66050310 Auth Success - Web login successful.
16/02/2017 21:08:45 GMT 16/02/2017 21:08:45 GMT Error (4) 68010302 DHCP WAN IP - ********
16/02/2017 21:07:52 GMT 16/02/2017 21:07:52 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
16/02/2017 21:05:34 GMT 16/02/2017 21:05:34 GMT Warning (5) 66050310 Auth Success - Web login successful.
16/02/2017 19:28:41 GMT 16/02/2017 19:28:41 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
16/02/2017 09:55:32 GMT 16/02/2017 09:55:32 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/02/2017 11:53:31 GMT 13/02/2017 11:53:31 GMT Error (4) 68010302 DHCP WAN IP - *********
13/02/2017 11:52:41 GMT 13/02/2017 11:52:41 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/02/2017 22:39:34 GMT 12/02/2017 22:39:34 GMT Error (4) 68010302 DHCP WAN IP - *********
12/02/2017 22:39:00 GMT 12/02/2017 22:39:00 GMT Error (4) 68000407 TOD established
12/02/2017 22:38:50 GMT 12/02/2017 22:38:50 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
12/02/2017 22:38:47 GMT 12/02/2017 22:38:47 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
12/02/2017 22:38:42 GMT 12/02/2017 22:38:42 GMT Notice (6) 84000510 Downstream Locked Successfully
12/02/2017 22:38:06 GMT 12/02/2017 22:38:06 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
12/02/2017 20:45:49 GMT 12/02/2017 20:45:49 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
12/02/2017 17:01:14 GMT 12/02/2017 17:01:14 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
12/02/2017 09:32:02 GMT 12/02/2017 09:32:02 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
11/02/2017 18:33:43 GMT 11/02/2017 18:33:43 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4

 

 

 

 

[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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Forum Team (Retired) Adam_L
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Re: Persistent loss of connection TW1

Hi ntruby, 

Thanks for getting in touch to let us know about your persistent loss of connection issues, I apologise for any inconvenience caused.

I have tested things from here and I can see that you're only locking onto one upstream channel, I would like to get this investigated further for you by one of our engineers.

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 sorted for you.

Take care, 

Thanks, 

Adam.


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ntruby
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Re: Persistent loss of connection TW1

Hi Adam I did send you a message but not heard back about an appointment.  Maybe you're off shift for now ...?

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Re: Persistent loss of connection TW1

Hi ntruby,

 

Thanks for posting back here and my apologies for the late reply. I hope you don't mind me picking this up for Adam.

 

I've taken a look at your connection, the upstream power levels are now locked onto 2 channels and are within the correct range, which is good. There has also been no reported time-outs within 5 days of the router being online.

 

If you are still having the same issue, can you re-post the network log for us to check over please?

Are you able to create a Broadband Quality Monitor as this will check the performance of the connection? If you do set up the BQM make sure that you go into your router settings > Advanced Settings > Ping > and tick Respond to ICMP echo requests sent to WAN IP.

 

Speak soon

Sam


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ntruby
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Re: Persistent loss of connection TW1

Hi Sam

It seems to have been OK recently.  But I enabled a 3rd party linksys router for Wifi instead of the VM hub so this could account for the difference?  It's early days.

I've set up the BQM.

Thanks

Neil

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