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thecyrilshow
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Message 1 of 11
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past 2 months at least, multiple disconnections

i get emails telling me my internet is getting faster but honestly seems slower, worse is that my pc gets disconnecting in the middle of online games. although the disconnects last maybe 10 seconds it totally screws my game making me lose, then i have to queue to get back in followed by another dc in a few mins. some nights this happens twice and sometimes repeatedly. follow the help on the site clicking ''fix an issue'' click ''broadband'' now the only help offered is for wifi!!! thats no help for ethernet users at all. try multiple online help options with nothing relevant, click ''contact us'' at the bottom of the page and boom it signs you out, never the less you follow the options and it wants you to sign in putting you in a no help scenario with no options relevant.... its sooo frustrating. i have googled the help number twice and on 2 occasions had no solutions other than reset your hub or there is a local outage right now. 2 months into this so i apologise for the rant.

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Andrew-G
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Message 2 of 11
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Re: past 2 months at least, multiple disconnections

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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thecyrilshow
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Message 3 of 11
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Re: past 2 months at least, multiple disconnections

Welcome back!
Sign in to view or modify your Hub 3.0 settings.
Password


Router status

Status
Downstream
Upstream
Configuration
Network Log












Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 267000000 7.6 40 256 qam 17
2 139000000 9.4 40 256 qam 1
3 147000000 9.3 40 256 qam 2
4 155000000 9.4 40 256 qam 3
5 163000000 9 40 256 qam 4
6 171000000 9.1 40 256 qam 5
7 179000000 8.8 40 256 qam 6
8 187000000 8.8 40 256 qam 7
9 195000000 8.5 40 256 qam 8
10 203000000 8.1 40 256 qam 9
11 211000000 8.3 40 256 qam 10
12 219000000 8 40 256 qam 11
13 227000000 8.1 40 256 qam 12
14 235000000 8 40 256 qam 13
15 243000000 8 40 256 qam 14
16 251000000 7.6 40 256 qam 15
17 259000000 7.9 40 256 qam 16
18 275000000 7.8 40 256 qam 18
19 283000000 7.8 40 256 qam 19
20 291000000 7.6 40 256 qam 20
21 299000000 7.8 40 256 qam 21
22 307000000 8 40 256 qam 22
23 315000000 8.1 40 256 qam 23
24 323000000 8 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 30 0
2 Locked 40.3 32 0
3 Locked 40.9 27 0
4 Locked 40.3 26 0
5 Locked 40.3 24 0
6 Locked 40.3 63 0
7 Locked 40.3 19 0
8 Locked 40.9 31 0
9 Locked 40.3 44 0
10 Locked 40.3 18 0
11 Locked 40.3 38 0
12 Locked 40.9 55 0
13 Locked 40.9 34 0
14 Locked 40.3 31 0
15 Locked 40.3 31 0
16 Locked 40.9 32 0
17 Locked 40.9 40 0
18 Locked 40.9 34 0
19 Locked 40.3 55 0
20 Locked 40.9 43 0
21 Locked 40.3 65 0
22 Locked 40.9 30 0
23 Locked 40.3 31 14
24 Locked 40.9 29 0
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thecyrilshow
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Message 4 of 11
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Re: past 2 months at least, multiple disconnections

Welcome back!
Sign in to view or modify your Hub 3.0 settings.
Password


Router status

Status
Downstream
Upstream
Configuration
Network Log












Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 42.3 5120 64 qam 2
2 32599925 42.3 5120 64 qam 5
3 39400000 43.8 5120 64 qam 4
4 46200019 42.3 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 2 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
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thecyrilshow
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Re: past 2 months at least, multiple disconnections

Welcome back!
Sign in to view or modify your Hub 3.0 settings.
Password


Router status

Status
Downstream
Upstream
Configuration
Network Log












Refresh data
Network Log
Time Priority Description
25/04/2021 16:45:45 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 16:45:45 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 08:08:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 04:56:16 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 04:56:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 00:15:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 16:56:16 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 16:56:16 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 00:56:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 04:56:16 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 04:56:16 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:36:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:36:20 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:36:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:36:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:36:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:36:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:36:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 16:56:17 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 16:56:17 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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thecyrilshow
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Message 6 of 11
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Re: past 2 months at least, multiple disconnections

i should also add that around 17:55 i had another disconnect though nothing seems to show in the error log
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thecyrilshow
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Message 7 of 11
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Re: past 2 months at least, multiple disconnections

and another disconnect at 19:38
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Akua_A
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Message 8 of 11
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Re: past 2 months at least, multiple disconnections

Hi @thecyrilshow.

 

Welcome to our community forums and thank you for your first posts.

 

Sorry to hear you experienced this intermittent service with your internet. I have just had a look into your account and I can see some issues with your service. Just to confirm, are you using any 3rd party networking devices? Are you also experiencing these drop outs on other devices? Do all devices lose connection at the same time?

 

Please get back to us when you can.

 

Thanks,

Akua_A
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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thecyrilshow
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Message 9 of 11
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Re: past 2 months at least, multiple disconnections

Hello @Akua A  and thanks for the reply. I don't use any 3rd party network devices, my connection is virgin wall socket/cable/hub 3.0/ethernet cable/pc. to be honest i dont know if anybody else has issues on wifi if they did they probably wouldnt notice due to the short period it disconnects for. since im using the connection for online gaming and can also see the network status in the taskbar, I am thrown from the lobby and can see that the pc has no connection to the internet at exactly the same time.

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Tom_F
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Message 10 of 11
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Re: past 2 months at least, multiple disconnections

Thanks for getting back to us @thecyrilshow.

 

As the hub is out of spec it will require the attention of an engineer. I've booked the soonest available appointment - you will find confirmation and can reschedule via your online account (virg.in/myVM).

 

Please let us know how that goes, or if we can help with anything else.

 

Tom 

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