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Jonntlworld
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Message 11 of 26
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Re: Brighton BN2 intermittent connection

Network Log

Time Priority Description

20/04/2021 12:32:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 12:28:19Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 05:32:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:55:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 04:22:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 07:59:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 04:52:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 14:01:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 07:35:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 21:23:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 09:46:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 08:50:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 14:27:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 03:45:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 20:50:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 14:37:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 07:43:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 06:18:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 15:29:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 07:55:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tom_F
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Message 12 of 26
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Re: Brighton BN2 intermittent connection

Thanks again Jonntlworld. There is a few errors in there but nothing too concerning from what I can see.

 

Have you been able to set up the BQM? That may help shed a bit more light on this for us. Also,if testing a wired connection isn't possible I'd also recommend going through the troubleshooting tips here & here to help rule out any WiFi-specific issues - as these are often beyond our control unfortunately. 

 

Tom 

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Jonntlworld
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Message 13 of 26
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Re: Brighton BN2 intermittent connection

Thanks Tom - I have but I don't know what I am looking at here 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c7ccbd550ce634d6cc70752a88c501ab31... 


The signal drops at random times regularly throughout the day affecting people using it in all parts of the house not any one location, so it seems more like an intermittent issue with the signal than anything specific to a location or particular device. 

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Zak_M
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Message 14 of 26
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Re: Brighton BN2 intermittent connection

Thank you for coming back to us. 

 

The red lines in the graph show when the hub drops out.  I can see that there is currently 1 showing on there, did you do anything to your hub (turn it off) during this time? 

 

Just to confirm, Is this issue persistent on a wired connection as well (I would imagen so if these are shown on the BQM) 

 

Kind regards,

Zak_M

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Jonntlworld
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Message 15 of 26
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Re: Brighton BN2 intermittent connection

No, did nothing to the hub at that time - was just browsing the internet

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Laurie_C
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Message 16 of 26
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Re: Brighton BN2 intermittent connection

Hi Jonntlworld,

 

Thanks for getting back to us. I've checked your account, and everything still looks good from our end. I can also see from your BQM monitor that you haven't experienced any drop outs over the past 24 hours.

 

How has your connection been over the past few days? Are you still experiencing issues? Have you tried downloading our Virgin Connect App at all? The app can help to troubleshoot WiFi issues, and will allow you to scan for blackspots in your home.

 

Thanks,

Laurie

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Jonntlworld
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Message 17 of 26
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Re: Brighton BN2 intermittent connection

sadly not. I was on a Zoom  call last night and the connection kept cutting out - not just low quality but literally stopped connecting regularly through the 90 minute call. This is typical. Not just my laptop but poor connectivity is suffered by other users in the household. 

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David_Bn
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Message 18 of 26
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Re: Brighton BN2 intermittent connection

Thanks for coming back to us Jonntlworld,

 

Have you experienced any connection issues on the set top box? This appears to be connected via an Ethernet cable.

 

There doesn't appear to be an issues appearing in the local area, but our system do seem to indicate an issue with the Wi-Fi services only.

 

Kindest regards,

 

David_Bn

 

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Jonntlworld
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Message 19 of 26
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Re: Brighton BN2 intermittent connection

Hi David, we've not noticed any serious problems with the set top box (eg TV) only the WiFi. The signal has been better today, but previous to that it has been very intermittent and liable to stop working without notice. What are the problems indicated on your system?  Thanks, Jon

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David_Bn
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Message 20 of 26
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Re: Brighton BN2 intermittent connection

Thanks for coming back to me

 

It seems to be showing a low signal level on some of the devices.

 

Do you have any devices located close to the hub that could be connected via an Ethernet cable?

 

This may help lessen the traffic on Wi-Fi and create a stronger connection for some devices using Wi-Fi

 

Kindest regards,

 

David_Bn

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