Recurrent ‘No Internet Connection’
Posting this in hope of a solution but even to know someone else is having the same issue would help as it seems Virgin Media think I’m making it up!
We switched from BT (20+ years with no issues) to Virgin Media Business in June. We’ve expanded our smart home (Hive heating, Amazon echos, Ring doorbell, Sky Glass) so wanted the additional speed we could get with Virgin. I can’t complain about that as our speed increased from 35 mbps with BT to 350+ mbps… which is great when it works!
After a few weeks, I started having an issue where all devices (iPhones, iPads, smart TV, Windows laptop, Macbook) are connected to the hub but all show the “no internet connection” message and the only way to fix it is to restart the hub.
We’ve now had 3 engineers out: first one said it was a dodgy hub and replaced it; second one replaced all the cables and power supply; last one relocated the hub (blaming the error as it being in the kitchen and the fridge/freezer & microwave interfering with the signal).
Error still persists. Annoying if it happens during the day. More than annoying if it goes down during the night (today it dropped internet @ 4:30 so house was freezing as the Hive wasn’t working!).
We have the Hitron Chita Router and one thing I can see from the DOCSIS events log is the same 3 events happening each time (I think this is the correct order):
Warning | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Notice | TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Critical | Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
I’m not techie enough to understand what they actually mean, but the same 3 every time must mean something?
All Virgin Media keep telling me is ‘we’ve monitored your fault remotely and cannot see any issues’… which there wouldn’t be anyway as it working properly when they monitor it! With those specific 3 events happening every time I lose internet connectivity, doesn’t that mean there’s an issue either with the hub itself, or with the config file that’s trying to be uploaded?
Any advice would be appreciated, even if it’s just so I can pass it on Virgin when they finally agree to send another engineer.
thanks all,
Mark