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Hazzer111's avatar
Hazzer111
Tuning in
2 years ago

Internet regular drop out every night

Good morning, 

Having a rather frustrating issue with my Internet. I have a hub 4 in modem mode connected to TP Link Ax72.

For the last 3 nights we have woken to no Internet connection. On the tp link router that works fine, just it isn't receiving anything from the hub 4. Eventually I found that resetting the hub 4 to default brought the internet back. Obviously this isn't ideal as that means having to set up every morning. 

To me it appears that the Hub 4 may not be performing as expected and dying in the night. 

I would appreciate some support on this. 

I haven't put the router in modem mode so far today, to try and isolate the issue to see if it is just modem mode related or not. 

BQM graph below, note that I did actually get Internet back about 3pm. Just the ip address changed so still appeared as a packet loss. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2682f51a699ae8e8f857b47e3c99d5903d4984d4-08-11-2023

 

 

13 Replies

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  • Hazzer111's avatar
    Hazzer111
    Tuning in
    2 years ago

    Hoping someone from VM can take a look at this ASAP?

    For some reason the support offered online told me to come here instead of resolving it there and then. This is the poor service I have come to expect with virgin. 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    Firstly, the link gets a 404 error  - you need to screenshot it and blank out you ip address and post the photo - or follow instructions on the website to... "share live link".

    If its jus in the early hours, this is the time that VM make network changes/updates etc which causes loss of signal for a short period.  But, it usually doesnt continue for more than a day or two.  If it does it should be reported on the automated” Service Status number - 0800 561 0061 - see if anything is reported there.

    Also look in the Hub settings for the Network Logs page.  Are there any clues in those for the times you note the drops ?

  • Hazzer111's avatar
    Hazzer111
    Tuning in
    2 years ago

    Image attached below.

    This is what is displayed in the network log (mac addresses removed):

     

     

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      2 years ago

      Looks like the network being shut down whilst they work on it.  How many nights has this occurred ?

      It should be reported on the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status - or  also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

      Anything reported on those ?  If not, a VM person can comment as if not thatr it could be your Hub cutting out randomly for some reason

  • Hazzer111's avatar
    Hazzer111
    Tuning in
    2 years ago

    Thanks for the replies it's appreciated. The internet has dropped out 3 nights in a row now, last night when it happened I was awake so called the number and also went on the service status site. It said there was no issue. Obviously not the case!

    Only when I then hit reset to default on the hub did any Internet return. 

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    for more testing when in modem mode get the WAN MAC of your TP Link and put on a PC NIC then connect that up to the hub you can run wireshark with filter:

    port 68 or port 67 or arp

    Wireshark · Go Deep

     

  • Hazzer111's avatar
    Hazzer111
    Tuning in
    2 years ago

    So I had changed the hub 4 back go normal mode and had no issues since the last post (still with all devices connected to the tp link router). 2 days ago I turned it back to modem mode. This morning the Internet was down again. Doesn't appear to be a coincidence. 

  • sayekm's avatar
    sayekm
    Fibre optic
    2 years ago

    I have Hub 4 setup in modem mode connected to similar TP link router. I have been using this TP link router since June since upgrade from Wi-Fi 5 mesh and been very reliable.

    Have you checked the TP link router logs for any issues. 

     

     

    • Hazzer111's avatar
      Hazzer111
      Tuning in
      2 years ago

      Hello, I have had this router for about a year with no issues. This has started when we got out "new" hub 4. No issues with the tp link. Proved more by the fact the Internet will only come back after messing around with the Hub and not the TPlink.

      Would be great to get VM staff to acknowledge this and respond. Considering I was directed here in the first place. I suspect we need a new Hub. 

  • Hazzer111's avatar
    Hazzer111
    Tuning in
    2 years ago

    Extract from tp link log below. Doesn't seem possible to share all. 

    <span;>2023-11-16 02:51:42 DHCPC INFO [21258] receive offer from server with ip 192.168.100.146, options(serverid=192.168.100.254;lease=30;subnet=255.255.255.0;router=192.168.100.254;)

    <span;>2023-11-16 02:51:42 DHCPC INFO [21258] send discover with ip 0.0.0.0 and flags 80

    <span;>2023-11-16 02:51:42 Led Controller INFO [1128] Start to run WAN1_OFF

    <span;>2023-11-16 02:51:42 Led Controller INFO [1128] Start to run WAN0_ON

    <span;>2023-11-16 02:51:42 Led Controller INFO [1128] Start to run LAN_ON

    <span;>2023-11-16 02:51:36 NAT INFO [20403] Initialization succeeded

    <span;>2023-11-16 02:51:35 NAT INFO [20403] Initialization succeeded

    <span;>2023-11-16 02:51:34 DHCPC WARNING [1488] send dhcp release ip 86.24.12.53

    <span;>2023-11-16 02:51:34 DHCPC INFO [1488] teardown and release

    <span;>2023-11-16 02:51:34 Led Controller INFO [1128] Start to run WAN1_OFF

    2023-11-16 02:52:41 DHCPC INFO [21258] timed out, enter rebinding state

     

    2023-11-16 02:52:41 DHCPC INFO [21258] 1/2 lease passed, enter renewing state

     

    2023-11-16 02:52:21 DHCPC INFO [21258] receive ack from server with ip 192.168.100.146, options(serverid=192.168.100.254;lease=30;subnet=255.255.255.0;router=192.168.100.254;)

     

    2023-11-16 02:52:21 DHCPC INFO [21258] send select request with options(cliid=01/**:**:**:**:**:**:;)

     

    2023-11-16 02:52:21 DHCPC INFO [21258] timed out, enter rebinding state

    Repeates the above quite a bit before:

     

    <span;>2023-11-16 02:59:29 Led Controller INFO [1128] Start to run LAN_ON

    <span;>2023-11-16 02:59:28 DHCPC INFO [9224] receive ack from server with ip IP ADDRESS HERE, options(serverid=80.1.21.5;lease=476460;subnet=255.255.252.0;router=86.24.12.1;dns=194.168.4.100 194.168.8.100;)

    <span;>2023-11-16 02:59:28 DHCPC INFO [9224] send select request with options(cliid=01/**:**:**:**:**:**:;reqip=86.24.12.53;serverid=80.1.21.5;)

    <span;>2023-11-16 02:59:28 DHCPC INFO [9224] receive offer from server with ip IP ADDRESS HERE, options(serverid=80.1.21.5;lease=476460;subnet=255.255.252.0;router=86.24.12.1;dns=194.168.4.100 194.168.8.100;)

    <span;>2023-11-16 02:59:28 DHCPC INFO [9224] send discover with ip 0.0.0.0 and flags 80

    <span;>2023-11-16 02:59:21 NAT INFO [8378] Initialization succeeded

    <span;>2023-11-16 02:59:21 NAT INFO [8378] Initialization succeeded

    <span;>2023-11-16 02:59:20 Led Controller INFO [1128] Start to run WAN1_OFF

    <span;>2023-11-16 02:59:20 Led Controller INFO [1128] Start to run WAN0_OFF

    • Megan_L's avatar
      Megan_L
      Forum Team (Retired)
      2 years ago

      Hi Hazzer111,

      Thanks for using the Community Forums to get this issue with your broadband service looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

      Thank you for posting your Hub stats and a BQM graph to show your issues. 

      Another thing to check is the Service Status Page to see if there are any outages that could be causing issues at your address.

      You can also use our Faults Diagnostics Tool on your MyVM Account to find out why your service is rocky at the moment.

      For now though, I'd really like to take a closer look into your services to check everything over, so I'll send over a PM now 🙂

      Speak soon!

      Thanks,

      Megan_L