Broadband connection keeps dropping. Wifi stays up. Restart Hub 4 resolves issue temporarily.

[TeaParty]

Over the past few days the broadband connection keeps dropping. Last night it dropped 3 times within an hour. It's dropped again once this morning.

My home network remains up. WiFi remains up. White network light on the V6 box lights up - indicating no network. Hub4 light stays solid and I can enter the config pages.. just no internet.

Restarting the Hub4 seems to resolve the issue temporarily.

I've run the My Virgin tests both in the dropped and working states.

When it's working, I get no faults found.

When dropped and going through the process it states no broadband and suggests I restart the hub.. which resolves the issue temporarily.

[TeaParty]

3.0 Downstream channels

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

1	138750000	2.500000	37.355988	QAM256	1
2	146750000	3.400002	37.355988	QAM256	2
3	154750000	3.799999	37.355988	QAM256	3
4	162750000	3.599998	37.355988	QAM256	4
5	170750000	3.299999	38.605377	QAM256	5
6	178750000	3.099998	38.605377	QAM256	6
7	186750000	3.200001	37.636276	QAM256	7
8	194750000	3.299999	37.636276	QAM256	8
9	202750000	3.400002	37.636276	QAM256	9
10	210750000	3.099998	38.605377	QAM256	10
11	218750000	3.500000	38.605377	QAM256	11
12	226750000	3.599998	38.605377	QAM256	12
13	234750000	3.400002	38.605377	QAM256	13
14	242750000	3.799999	38.605377	QAM256	14
15	250750000	3.299999	38.605377	QAM256	15
16	258750000	3.400002	38.605377	QAM256	16
17	266750000	3.400002	38.605377	QAM256	17
18	274750000	3.700001	38.983261	QAM256	18
19	282750000	3.400002	38.605377	QAM256	19
20	290750000	3.200001	38.605377	QAM256	20
21	298750000	3.500000	38.605377	QAM256	21
22	306750000	3.599998	38.605377	QAM256	22
23	314750000	3.299999	38.605377	QAM256	23
24	322750000	2.599998	37.636276	QAM256	24
25	330750000	2.700001	38.983261	QAM256	25
26	338750000	2.099998	38.605377	QAM256	26
27	346750000	1.299999	38.605377	QAM256	27
28	354750000	1.000000	37.636276	QAM256	28
29	362750000	0.599998	37.636276	QAM256	29
30	370750000	0.200001	37.636276	QAM256	30
31	378750000	-0.500000	37.636276	QAM256	31

3.0 Downstream channels

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

1	Locked	37.355988	0	0
2	Locked	37.355988	0	0
3	Locked	37.355988	0	0
4	Locked	37.355988	0	0
5	Locked	38.605377	0	0
6	Locked	38.605377	0	0
7	Locked	37.636276	0	0
8	Locked	37.636276	0	0
9	Locked	37.636276	0	0
10	Locked	38.605377	0	0
11	Locked	38.605377	0	0
12	Locked	38.605377	0	0
13	Locked	38.605377	8	0
14	Locked	38.605377	0	0
15	Locked	38.605377	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.983261	0	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.605377	0	0
22	Locked	38.605377	0	0
23	Locked	38.605377	0	0
24	Locked	37.636276	0	0
25	Locked	38.983261	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	37.636276	0	0
29	Locked	37.636276	0	0
30	Locked	37.636276	0	0
31	Locked	37.636276	0	0

3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM4096

424

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

39

-1.8

19840086

0

[TeaParty]

3.0 Upstream channels

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

1	25800000	48.770599	5120 KSym/sec	64QAM	4
2	46200000	43.520599	5120 KSym/sec	64QAM	1
3	39400000	45.270599	5120 KSym/sec	64QAM	2
4	32600000	46.520599	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	8	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[TeaParty]

Network Log

Time Priority Description

Sat Oct 2 05:18:20 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:18:27 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:18:27 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:18:28 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:19:29 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:19:29 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:19:39 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:22:24 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:22:24 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:22:42 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 08:38:20 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 16:53:42 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 21:55:49 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 21:55:49 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 21:55:53 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 21:55:53 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 21:56:13 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:26 1970	3	DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:34 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:52 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:02:10 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:42:31 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:43:15 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:43:15 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:43:15 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:43:43 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:43:43 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:43:44 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:44:18 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:44:18 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:44:18 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:50:55 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:51:49 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:33 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:33 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:33 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:33 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:34 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:34 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:57 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:57:44 2021	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:58:38 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 3 07:04:35 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 3 07:05:19 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 3 07:05:19 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 3 07:05:20 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 3 07:05:59 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 3 07:05:59 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[TeaParty]

It's just gone again. I setup BQM this morning:

My BQM 

[jbrennand]

BQM shows the drop clearly. There are lots of T3's in the logs and someone other than me needs to comment and to interpret. But it does appear to be a network issue that VM need to comment on.

All you can do until then is to check for “known network faults”. As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level

Also, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

A VM person will respond here in a day or two - but if it persists - call it in as a fault an see what they say about it.

[TeaParty]

Many thanks for your reply John

I’ve checked all connections and they’re tight. I’ve called the Service Status number and that says there are no problems in my area. 

The connection has dropped a couple more times since. I’ll give it a few more days and call it in if no joy.

[jbrennand]

I will ask VM to come here and comment

[Ashleigh_C]

Hi there @TeaParty

Thank you so much for your post and I am so sorry to hear that you are experiencing these issues with your connection. Also a big thank you to @jbrennand for their assistance! 

I have had a look into your account from our side and there do appear to be a few issues showing, for this reason I think it would be best to arrange for an engineer to visit you and take a look. 

I will send you a PM now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message received.

Thank you. 

[Ashleigh_C]

Thank you for chatting with me via the PM @TeaParty and we have arranged for the engineer to attend. 

Please do update us on how things are looking after this appointment. 

Thanks again.