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h5pdk
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Message 1 of 19
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Broadband connection dropping

I have been having connection issues with my broadband now for sometime. This is also affecting both my 360 TV boxes so I'm am unable to watch recordings or catch up TV etc. 

The broadband will work fine and then suddenly go off by its own accord, sometimes freezing and then sometimes losing connection altogether. When this happens if I disconnect my device I am using from the Internet it comes back on for a short time then the connection fails again. 

I have tried rebooting the router but this does not seem to have helped with the issue. The connection is being lost on both wired PC's and wireless devices in the home. All the wiring is fine and the connections on all cables are secure and  tight.

I would appreciate it if a Virginmedia moderator could get in touch with me as things have got that bad I'm having to use my phones 4g connection. 

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Robert_P
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Message 2 of 19
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Re: Broadband connection dropping

Hello h5pdk

 

Sorry to hear of the broadband connection issues and the inconvenience this is causing you, we appreciate you taking the time to contact us via the forums to make us aware.

 

I've arranged for a technician to attend tomorrow between 8am and 12pm, please let me know if there are any individuals shielding or if the appointment isn't convenient for you.

 

Thanks

 

Rob

 

 

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h5pdk
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Message 3 of 19
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Re: Broadband connection dropping

Morning Rob, I had the tech guy out yesterday. He changed my hub plus another box and some wiring but unfortunately the fault is still there. Please advise on what to do next

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lotharmat
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Message 4 of 19
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Re: Broadband connection dropping

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Kath_F
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Message 5 of 19
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Re: Broadband connection dropping

Hi h5pdk, 

Thanks for coming back and letting us know how things went with the engineer. I'm sorry that the issue is continuing for you. 

Based on the fact the Hub was changed, we can rule a faulty hub being the cause atleast. 

I have checked the connection, and all is looking well at the moment. 

I think it would be best to set up a BQM graph as mentioned above by lotharmat so we can view the continuous stats. 

Could you also connect the Hub to a pc or laptop via an ethernet cable, reboot the Hub and then run a speed test through speedtest.net and post the results here so we can look at them. 

Many thanks,

Kath_F
Forum Team



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h5pdk
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Message 6 of 19
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Re: Broadband connection dropping

Cable Modem Status

Item Status Comments

Acquired Downstream Channel (Hz) 

402750000

Locked

Ranged Upstream Channel (Hz) 

60300000

Locked

Provisioning State 

Online

 

 data

Downstream bonded channels

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

1 402750000 0.4 40 256 qam 30

2 202750000 -0.4 40 256 qam 9

3 210750000 -0.7 40 256 qam 10

4 218750000 -0.9 40 256 qam 11

5 226750000 -1 40 256 qam 12

6 234750000 -1 40 256 qam 13

7 242750000 -0.9 40 256 qam 14

8 250750000 -0.7 40 256 qam 15

9 258750000 -0.4 40 256 qam 16

10 266750000 -0.4 40 256 qam 17

11 274750000 -0.4 40 256 qam 18

12 282750000 -0.2 40 256 qam 19

13 290750000 0 40 256 qam 20

14 298750000 0.2 40 256 qam 21

15 306750000 0.2 40 256 qam 22

16 314750000 0.4 40 256 qam 23

17 322750000 0.7 40 256 qam 24

18 330750000 1 40 256 qam 25

19 370750000 0.4 40 256 qam 26

20 378750000 0.2 40 256 qam 27

21 386750000 0 40 256 qam 28

22 394750000 0.5 40 256 qam 29

23 410750000 0.2 40 256 qam 31

24 418750000 0 40 256 qam 32

 

 

Downstream bonded channels

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

1 Locked 40.3 7 0

2 Locked 40.3 15 0

3 Locked 40.3 10 0

4 Locked 40.3 43 6

5 Locked 40.9 39 2

6 Locked 40.3 30 0

7 Locked 40.9 41 1

8 Locked 40.3 9 0

9 Locked 40.3 12 0

10 Locked 40.3 11 0

11 Locked 40.3 16 0

12 Locked 40.3 16 0

13 Locked 40.9 8 0

14 Locked 40.3 24 0

15 Locked 40.9 11 0

16 Locked 40.3 7 0

17 Locked 40.9 26 0

18 Locked 40.9 5 0

19 Locked 40.9 3 0

20 Locked 40.3 7 0

21 Locked 40.9 6 0

22 Locked 40.9 6 0

23 Locked 40.9 11 0

24 Locked 40.3 5 0

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1 60300000 48.8 5120 32 qam 1

2 39400007 48.8 5120 32 qam 4

3 46199986 48.8 5120 32 qam 3

4 53700014 48.8 5120 32 qam 2

 

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 0 0

2 ATDMA 0 0 0 0

3 ATDMA 0 0 0 0

4 ATDMA 0 0 1 0

 

Primary Downstream Service Flow

SFID 1372

Max Traffic Rate 230000061

Max Traffic Burst 42600

Min Traffic Rate 0

 

 

Primary Upstream Service Flow

SFID 1367

Max Traffic Rate 22000061

Max Traffic Burst 42600

Min Traffic Rate 0

Max Concatenated Burst 42600

Scheduling Type BestEffort

 

Refresh data

Network Log

Time Priority Description

28/04/2021 16:05:10 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/04/2021 09:59:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 16:09:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 16:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 15:35:8 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 15:09:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 15:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 14:39:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 14:39:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 14:09:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 14:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 13:39:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 13:39:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 13:09:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 13:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 12:39:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 12:39:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 12:09:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 12:09:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/04/2021 11:39:25 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

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Sasha_W
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Message 7 of 19
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Re: Broadband connection dropping

Thanks for coming back to us @h5pdk

 

I would advise just monitoring it over a couple of days, and if the speeds are still low then I would advise coming back on here and we can look through it. 

 

Everything does look okay for me on the account, there are no faults or outages that could be causing issues but please do keep us updated. 

 

Thanks 

Sasha - Forum Team


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h5pdk
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Message 8 of 19
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Re: Broadband connection dropping

It isn't a speed problem it is the fact that the connection fails altogether. I am monitoring the connection on think broadband and will post the results in a couple of day. 

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Sasha_W
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Message 9 of 19
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Re: Broadband connection dropping

Oh I see, thanks for this, 

 

If you could just post it in a couple of days that would be fab and we will certainly look into this if you're still experiencing a lot of drop outs. 

 

Thanks 

Sasha - Forum Team


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lotharmat
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Message 10 of 19
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Re: Broadband connection dropping

Upstream should be 64 QAM - Not 32 shouldn't it‽



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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