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YorkyPuds
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Message 1 of 10
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Broadband Connection Dropping Intermittently

Hi

I'm on the VIVID 200 broadband and the past couple of weeks the connection has been extremely unreliable. The speeds, when the connection is working, are what they should be, but the connection has been unstable at best.

An engineer came around and changed the Super Hub 3.0 for a new one and this seemed to sort things out. It then started randomly rebooting itself and showing via the status lights the router was not connected to the internet.

Another engineer came out and changed the connections, removed a splitter and changed the isolator. Again, this seemed to work for a short while but we had something like 10 disconnects yesterday, one being for almost two hours.

Virgin say nothing is wrong, but surely there is. Any idea what I could try to see if there is an issue?

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YorkyPuds
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Re: Broadband Connection Dropping Intermittently

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
418750000
Locked
Ranged Upstream Channel (Hz)
32600048
Locked
Provisioning State
Online
 

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1418750000-3.737256 qam27
2186750000-8.536256 qam7
3194750000-8.236256 qam8
4202750000-8.236256 qam9
5210750000-836256 qam10
6218750000-7.536256 qam11
7226750000-7.236256 qam12
8234750000-7.236256 qam13
9242750000-7.436256 qam14
10250750000-7.236256 qam15
11258750000-736256 qam16
12266750000-736256 qam17
13274750000-736256 qam18
14282750000-6.736256 qam19
15290750000-6.536256 qam20
16298750000-6.236256 qam21
17306750000-6.537256 qam22
18314750000-6.236256 qam23
19322750000-5.737256 qam24
20402750000-3.237256 qam25
21410750000-3.537256 qam26
22426750000-337256 qam28
23434750000-2.937256 qam29
24442750000-337256 qam30

 

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked37.6230503791
2Locked36.33824350200
3Locked36.33394987982
4Locked36.33136189268
5Locked36.328236731137
6Locked36.32518424313
7Locked36.322740061413
8Locked36.620409421599
9Locked36.61874447927
10Locked36.617329471126
11Locked36.316132111477
12Locked36.614971981051
13Locked36.61338271967
14Locked36.31203664911
15Locked36.611217941499
16Locked36.61034929996
17Locked37.39477911389
18Locked36.38637881119
19Locked37.3760264843
20Locked37.3258722880
21Locked37.32431511625
22Locked37.3207818848
23Locked37.31860771144
24Locked37.6161374932
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Re: Broadband Connection Dropping Intermittently

Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1326000484.325512016 qam11
2258000294.325512016 qam12
3394000534.325512016 qam10
4462000344.475512016 qam9



Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
KDHSUBsgvca69834ncxv9873254k;f



Primary Downstream Service Flow
SFID5104
Max Traffic Rate230000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow
SFID5103
Max Traffic Rate12700000
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log Time Priority Description
01/01/1970 00:34:46criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:34:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:36:28Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:36:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:37:33Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:37:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:37:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:37:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:39:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:39:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:40:28Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:40:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:41:31Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:41:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:42:2criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:42:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:43:49Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:43:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2019 10:27:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2019 10:27:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 4 of 10
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Re: Broadband Connection Dropping Intermittently


@YorkyPuds wrote:

Hi

snip.....

Virgin say nothing is wrong, but surely there is. Any idea what I could try to see if there is an issue?


Nothing wrong, really? Other than almost all of your downstream channels being on too low a power level, excessive error rates (which the Hub is doing its hardest to correct but struggling) and the upstream modulation only being on 16 QAM, which, too be fair, might be normal for your area, but I suspect in this case it's also indicative of a very noisy line.

You need an engineer visit to recheck all the connections back to the street cabinet and possibly move you to a different tap point. Your best bet might be to hang on until a member of the forum team finds this thread and offers to get in touch with you directly, you could chance your arm with Customer Services but no amount of them getting you to reboot, pinhole reset or mess around with wifi settings is going to fix this one.

 

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Re: Broadband Connection Dropping Intermittently

Thanks for the response, hopefully someone from Virgin will check this. My internet is down yet again, making me running my business from home next to impossible. They're apparently sending an engineer tomorrow, but the last two have done sweet FA so not holding out much hope.

When I log into the router, it's now saying "Access Denied" on the Hub 3 Status!

 Wireless(On (2.4 and 5 GHz))
 
 Internet(Access denied)
 
 Telephony(Disable)
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Forum Team
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Re: Broadband Connection Dropping Intermittently

Hi YokyPuds,

 

Thanks for reaching out to us in our community.

 

I am sorry to hear you are still having ongoing issues with your connection.

 

I would like to invite you into a private chat so I can look further into this for you, I will send you an invite shortly, please click on the purple envelope to accept.

 

 

Kind regards

 

Paul.

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Message 7 of 10
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Re: Broadband Connection Dropping Intermittently

The plot thickens because I've now had no internet at all for four hours but can log into the Super Hub 3. When I go into Admin > Info, the Hub informs me that it is blocked from the network, the "technician" I just called said they can't look on any system to see if the MAC address is blocked for any reason; I call bull.

Any other reason I'd be blocked from the network?

Standard specification compliant: DOCSIS 3.0
Hardware version: 10
Software version: 9.1.1802.610
Cable MAC address: ************
Cable modem serial number: AAAP90145845
System up time: 0 days 0h:3m:49s
Network access: Blocked
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YorkyPuds
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Message 8 of 10
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Re: Broadband Connection Dropping Intermittently

The saga may be over. Engineer came out a couple of hours ago and couldn't find a fault with the downstream but said there was definitely an issue with the upstream.

Took my router to the cabinet, which is within a few meters of my house, and it still wouldn't work plugged directly into that. Says there is a problem with the cabinet and they'll fix within 24 hours.

Reason customer support / tech support won't flag it as an issue is because there is only myself and one neighbour connected to that cabinet so probably won't trigger anything to show a wider problem.

Here's hoping it's a quick and easy fix.

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Message 9 of 10
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Re: Broadband Connection Dropping Intermittently

Hi Yorkypuds,

 

Thank you for coming back to me.

 

Fingers crossed all will be sorted, please let us know how it goes.

 

Kind regards

 

Paul.

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Message 10 of 10
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Re: Broadband Connection Dropping Intermittently

So far so good, although download speeds are 40MB instead of 200MB but will see how it pans out.
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