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Broadband connection dropping regularly

Over the last few weeks our broadband has been disconnecting almost daily.

About 60% of the time rebooting the Virgin router seems to fix the issue, not sure if it's just co-incidence.

A factory reset of the router hasn't resolved the issue.

Our local Virgin Media broadband service status says everything is ok when we check.

This affects both wired and wireless devices and is making wfh difficult.

Router info:

Software Version: V1.01.35

Hardware Version: 3.11

What can be done to fix this issue?

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Alessandro Volta
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Re: Broadband connection dropping regularly

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: Broadband connection dropping regularly

Port the network, upstream and downstream logs from the hubs admin pages, as text please

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Alessandro Volta
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Re: Broadband connection dropping regularly

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Broadband connection dropping regularly

Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 563000000 539000000 547000000 555000000 571000000 579000000 587000000 595000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 20 17 18 19 21 22 23 24
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) -3.54 -3.52 -3.55 -3.72 -3.89 -3.69 -3.64 -3.42
RxMER (dB) 37.94 37.64 37.64 37.09 37.94 37.94 37.94 37.94
Pre RS Errors
1357 2217 1148 1202 1116 1133 1211 1254
Post RS Errors
1011 965 938 956 904 937 1008 1011

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Re: Broadband connection dropping regularly

Upstream US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 4 2 3 5
Frequency (Hz) 39400000 53700000 46200000 32600000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 49.75 49.75 49.75 49.75
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

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Re: Broadband connection dropping regularly

General Configuration Network Access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode EuroDOCSIS 3.0
Config File
Primary Downstream Service Flow SFID 11499
Max Traffic Rate 117000047 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps
Primary Upstream Service Flow SFID 11498
Max Traffic Rate 10500047 bps
Max Traffic Burst 16320 bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 16320 bytes
Scheduling Type Best Effort

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Message 8 of 13
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Re: Broadband connection dropping regularly

Network Log First Time Last Time Priority Error Number Description
16/11/2020 12:11:22 GMT 16/11/2020 12:11:22 GMT Warning (5) 66050300 Auth Fail - Web login failed.
16/11/2020 12:11:12 GMT 16/11/2020 12:11:12 GMT Warning (5) 66050300 Auth Fail - Web login failed.
16/11/2020 12:11:07 GMT 16/11/2020 12:11:07 GMT Warning (5) 66050300 Auth Fail - Web login failed.
16/11/2020 11:55:36 GMT 16/11/2020 11:55:36 GMT Warning (5) 66050310 Auth Success - Web login successful.
16/11/2020 11:54:27 GMT 16/11/2020 11:54:27 GMT Warning (5) 66050310 Auth Success - Web login successful.
16/11/2020 11:52:14 GMT 16/11/2020 11:52:14 GMT Warning (5) 66050300 Auth Fail - Web login failed.
16/11/2020 11:51:50 GMT 16/11/2020 11:51:50 GMT Warning (5) 66050300 Auth Fail - Web login failed.
16/11/2020 10:46:25 GMT 16/11/2020 10:46:25 GMT Error (4) 68010302 DHCP WAN IP - 86.19.119.27
16/11/2020 10:45:17 GMT 16/11/2020 10:45:17 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
16/11/2020 08:53:59 GMT 16/11/2020 08:53:59 GMT Error (4) 68010302 DHCP WAN IP - 86.19.119.27
16/11/2020 08:52:56 GMT 16/11/2020 08:52:56 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
13/11/2020 19:19:37 GMT 13/11/2020 19:19:37 GMT Error (4) 68010302 DHCP WAN IP - 86.19.119.27
13/11/2020 19:18:34 GMT 13/11/2020 19:18:34 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/11/2020 13:14:41 GMT 12/11/2020 13:14:41 GMT Notice (6) 68010600 DHCP Renew - lease parameters tftp file-******** modified
12/11/2020 13:14:41 GMT 12/11/2020 13:14:41 GMT Error (4) 68010300 DHCP RENEW WARNING - Field invalid in response v4 option
09/11/2020 18:45:02 GMT 09/11/2020 18:45:02 GMT Warning (5) 66050310 Auth Success - Web login successful.

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Message 9 of 13
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Re: Broadband connection dropping regularly

Thank you both for the help, I have signed up for the broadband monitoring service, link below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3171edbcac1aa5c443c739fd572a13b712...

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Re: Broadband connection dropping regularly

Just out of interest does this 'thinkbroadband' monitoring basically just ping your external IP and log the results?

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