Broadband Keeps Disconnecting

[lambo28]

Hello all

I hope you can help me.

My broadband keeps on disconnecting a couple of times a day for a few months now but has become more frequent recently and I have had enough of it.

The problem is that my WiFi / ethernet keep disconnecting. For example, I would be in the middle of having a video conference call, streaming YouTube etc. and my WiFi just disconnects and reconnects within 30-45 seconds. I tried everything to see if it was my PC but now I am certain it is the WiFi / ethernet as it happens to all my other devices (phone, other PCs). It is highly frustrating as I would be in the middle of a video conference call and it would just disconnect.

Please help me.

[lambo28]

Hi Hayley

I am sorry to trouble you again but I would like to make some observations following the visit by an engineer.

So the engineer identified that the splitter coming into the house is too old (there were 2 outlets with (i) TV outlet and (ii) FM so that caused some issues). He replaced that and although the downstream power levels are down (as I understand), there is no discernable difference in terms of intermittent drop outs.

I am still having regular drop outs on all devices - it is intermittent throughout the day so it is difficult to pin point.

I should be grateful if you would investigate further.

Many thanks.

[Akua_A]

Thank you for your update @lambo28.

Sorry to hear your intermittent connection persists. Just to clarify, doe this occur on both wired and wired connections? How long is service down for? 

Would you be able to set up a broadband quality monitor so we can experience these drop outs and then post the results on here. Broadband Quality Monitor | thinkbroadband

Many thanks,

[lambo28]

Hi Akua

It is both wired and wireless. The drop out is about 5 minutes.

I have set up think broadband. How long shall I wait until I should post the results?

Many thanks

[Akua_A]

Thanks for getting back to me @lambo28.

In this case, please post your results over a 24hr period so we can best assess what is going on and help.

Thanks,

[lambo28]

Hi Akua

Please see the graph below

https://www.thinkbroadband.com/broadband/monitoring/quality/share/febcb0ef57aa21e9f76a5969d12636470b0f193f-30-06-2021

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/febcb0ef57aa21e9f76a5969d12636470b0f193f-30-06-2021]My Broadband Ping[/url]

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/febcb0ef57aa21e9f76a5969d12636470b0f193f-30-06-2021"><img alt="My Broadband Ping - Virgin Media" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/febcb0ef57aa21e9f76a5969d12636470b0f193f-30-06-2021.png" /></a>

My internet cut off between 10:50-11:00 this morning.

Many thanks

[Laurie_C]

Hi lambo28,

Thank you for confirming that. I can see that there is currently a fault in your area, and that this is due to be resolved this afternoon at 15:00. Could you please continue to monitor this connection, and let us know if these issues persist once the area fault has been resolved?

Kind regards,

Laurie

[lambo28]

Hi Laurie

I am still having issues with the internet intermittently dropping out. E.g. today at 11:45-11:53. Please help as it is highly inconvenient. Thank you in advance. 

In case you need the below

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/a8b0df8136c71570e6ac880823efc4b6a18cb3bf"><img alt="My Broadband Ping - Virgin Media" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/a8b0df8136c71570e6ac880823efc4b6a18cb3bf.png" /></a>

[Tom_F]

Hi lambo28, thanks for keeping us updated on this. The area issue is deemed resolved now so I've done some further in-depth checks this afternoon but wasn't able to identify any network issues - all power-levels are within spec, there's no problems with SNR or congestion either.

There are a couple instances of high latency on the BQM but nothing that would warrant the drop-outs described I don't think.

Can you please try factory-resetting the hub and let us know if that makes any difference? 

With the Hub turned on, push the pinhole button all the way in and hold it for 60 seconds. Your settings and logins will reset to what's on the Hub sticker/card so all devices will need to be reconnected manually. 

It would be helpful if you can post updated hub-logs as well so we can see if errors build up following the reset.

Tom 

Tom 

[lambo28]

Hi Tom

Thank you for looking into this. 

I have reset previous via the pinhole before. I have factory reset the router again just a moment ago. Please see the logs below

[lambo28]

Refresh data

Network LogTime Priority Description

05/07/2021 16:00:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 07:10:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 09:17:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 21:35:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 08:37:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 08:37:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 08:37:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 03:21:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 21:17:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 01:13:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 09:17:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 20:11:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 04:06:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 04:28:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 04:28:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 04:25:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 04:25:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 04:25:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 19:34:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;