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jbsummers94's avatar
jbsummers94
Joining in
3 days ago

Regular internet drop outs of between 30/60 seconds and few seconds

Hi,

Ever since we moved to our new flat just under 2 months ago we've been having random disconnects with our virgin media service, this will be in the form of random disconnects that causes the router to connect and then also minor times where the internet will stop working for 2/3 seconds and work again (especially frustrating for playing online or doing online video calls for work).

I've factory reset the router multiple times, moved it out of its current location etc and checked all of the connections to no avail.

Any advice or more importantly help on getting this sorted would be greatly appreciated!

 

Broadband quality monitor link:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/9e03eb887fa2cbcd7b3346674bae28e942893a0f

Router downstream/upstream data and network logs below.

For the network logs please note today (3rd June 2025 at 19:13:42) - the internet went down here before coming back a few minutes later once the router had rebooted.

3.0 Downstream channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
253310000001.839QAM25625
1139000000240.9QAM2561
21470000001.940.9QAM2562
31550000001.840.4QAM2563
41630000001.740.4QAM2564
51710000001.740.4QAM2565
61790000001.840.4QAM2566
71870000001.940.9QAM2567
81950000001.940.9QAM2568
92030000001.940.4QAM2569
102110000001.840.9QAM25610
112190000002.140.4QAM25611
122270000002.240.4QAM25612
132350000002.340.4QAM25613
142430000002.440.4QAM25614
152510000002.440.4QAM25615
162590000002.440.4QAM25616
172670000002.540.4QAM25617
182750000002.140.4QAM25618
192830000001.940.9QAM25619
202910000001.840.4QAM25620
212990000002.140.9QAM25621
223070000002.140.4QAM25622
23315000000240.4QAM25623
243230000001.840.4QAM25624
263390000001.940.4QAM25626
27347000000240.4QAM25627
283550000001.939QAM25628
29363000000238.6QAM25629
30371000000240.4QAM25630
31379000000238.6QAM25631
32387000000239QAM25632

 

 

 

9 Replies

  • jbsummers94's avatar
    jbsummers94
    Joining in
    3 days ago

    3.0 Downstream channels

    ChannelLock StatusRxMER (dB)Pre RS ErrorsPost RS Errors
    25Locked38.98326100
    1Locked40.94620900
    2Locked40.94620900
    3Locked40.36628700
    4Locked40.36628700
    5Locked40.36628700
    6Locked40.36628700
    7Locked40.94620900
    8Locked40.94620900
    9Locked40.36628700
    10Locked40.94620900
    11Locked40.36628700
    12Locked40.36628700
    13Locked40.36628700
    14Locked40.36628700
    15Locked40.36628700
    16Locked40.36628700
    17Locked40.36628700
    18Locked40.36628700
    19Locked40.94620900
    20Locked40.36628700
    21Locked40.94620900
    22Locked40.36628700
    23Locked40.36628700
    24Locked40.36628700
    26Locked40.36628700
    27Locked40.36628700
    28Locked38.98326100
    29Locked38.60537700
    30Locked40.36628700
    31Locked38.60537700
    32Locked38.98326100



    3.1 Downstream channels

    ChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)
    159964K1840QAM4096759



    3.1 Downstream channels

    Channel IDLock StatusRxMER Data (dB)PLC Power (dBmV)Correcteds (Active Profile)Uncorrectables (Active Profile)
    159Locked435.7502983500

    3.0 Upstream channels

    ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
    16030000035.55120 KSym/secQAM649
    22360000033.55120 KSym/secQAM6414
    332600000345120 KSym/secQAM6413
    439400000345120 KSym/secQAM6412
    54620000034.55120 KSym/secQAM6411
    653700000355120 KSym/secQAM6410



    3.0 Upstream channels

    ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000
    6ATDMA0000

    Network Log

    TimePriorityDescription
    Tue 03/06/2025
    19:13:42    		6CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Tue 03/06/2025
    19:13:42    		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 01/01/1970
    00:01:20    		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 31/05/2025
    15:32:10    		6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 31/05/2025
    15:32:10    		4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 28/05/2025
    03:32:10    		6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 28/05/2025
    03:32:10    		4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Tue 27/05/2025
    15:07:42    		6CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Tue 27/05/2025
    15:07:42    		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 24/05/2025
    15:32:09    		6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 24/05/2025
    15:32:09    		4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 24/05/2025
    11:45:33    		6CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 24/05/2025
    11:45:33    		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 22/05/2025
    07:47:47    		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 22/05/2025
    07:47:40    		6CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 22/05/2025
    07:47:40    		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

     

  • legacy1's avatar
    legacy1
    Alessandro Volta
    3 days ago

    Hub not that good in router mode best used in modem mode with a better router

    ASUS RT-AX57 (AX3000) Dual Band WiFi 6 Extendable Router, Subscription-free Network Security, Instant Guard, Advanced Parental Controls, Built-in VPN, AiMesh Compatible, Gaming & Streaming, Smart Home : Amazon.co.uk: Computers & Accessories

    NETGEAR Nighthawk WiFi 6 Router (RAX30) – AX2400 Wireless Speed (Up to 2.4 Gbps) | Up to 2,000 sq. ft. Coverage and 20 Devices : Amazon.co.uk: Computers & Accessories

    TP-Link Archer BE230 Dual-Band WiFi 7 Router, 3600Mbps Lightning-Fast Speeds, 2x 2.5G WAN/LAN and 3x 1Gbps LAN Ports, USB 3.0 Port, VPN WiFi Router, HomeShield Security, Easy Setup, EasyMesh : Amazon.co.uk: Computers & Accessories

    Digitus LAN Cable Cat 6-3m - RJ45 Network Cable - S/FTP Shielded - Compatible with Cat6A & Cat7 - Grey : Amazon.co.uk: Electronics & Photo

    • fizz's avatar
      fizz
      Fibre optic
      3 days ago

      Pointless suggestion again as VM will want it in router mode to do any diagnostics so best to fix it first before going to modem mode and only if you really need to. 

      • legacy1's avatar
        legacy1
        Alessandro Volta
        3 days ago

        Their  diagnostics will show nothing is wrong

  • jbsummers94's avatar
    jbsummers94
    Joining in
    3 days ago

    Yeah we already have a tp link router thats connected to the main router (in router mode so we can get easy diagnostics still).

    We got the tp link router because we had slow wifi and ethernet speeds in rooms across the flat, those speed issues are now fixed but the inconsistent internet connection stability is the main annoyance.

    I should mention the same router in our previous flat was completely fine so either somethings happened to the router since or its an issue at the new flat.

    • legacy1's avatar
      legacy1
      Alessandro Volta
      3 days ago

      Do not use the same SSID on hub to your tp link router in fact make sure your device dose not auto connect to hub

      Also router mode can be a problem for your router so try hub in modem mode 

      or VM like rebooting their DNS servers

      • jbsummers94's avatar
        jbsummers94
        Joining in
        2 days ago

        Thanks for the advice, appreciate it - however the internet drop outs were happening when we just had the VM router so its 100% related to the router / the connection and not the tp link.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    2 days ago

    Hello jbsummers94,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection since moving into your new flat.

    I can see that you've spoken to the team since you last posted. Has the work they carried out been able to resolve your issues or are you still having the same issues?

    Kind Regards,

    Steven_L