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

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.

 

 

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

3.0 Downstream channels

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

11387500002.50000037.355988QAM2561
21467500003.40000237.355988QAM2562
31547500003.79999937.355988QAM2563
41627500003.59999837.355988QAM2564
51707500003.29999938.605377QAM2565
61787500003.09999838.605377QAM2566
71867500003.20000137.636276QAM2567
81947500003.29999937.636276QAM2568
92027500003.40000237.636276QAM2569
102107500003.09999838.605377QAM25610
112187500003.50000038.605377QAM25611
122267500003.59999838.605377QAM25612
132347500003.40000238.605377QAM25613
142427500003.79999938.605377QAM25614
152507500003.29999938.605377QAM25615
162587500003.40000238.605377QAM25616
172667500003.40000238.605377QAM25617
182747500003.70000138.983261QAM25618
192827500003.40000238.605377QAM25619
202907500003.20000138.605377QAM25620
212987500003.50000038.605377QAM25621
223067500003.59999838.605377QAM25622
233147500003.29999938.605377QAM25623
243227500002.59999837.636276QAM25624
253307500002.70000138.983261QAM25625
263387500002.09999838.605377QAM25626
273467500001.29999938.605377QAM25627
283547500001.00000037.636276QAM25628
293627500000.59999837.636276QAM25629
303707500000.20000137.636276QAM25630
31378750000-0.50000037.636276QAM25631



3.0 Downstream channels

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

1Locked37.35598800
2Locked37.35598800
3Locked37.35598800
4Locked37.35598800
5Locked38.60537700
6Locked38.60537700
7Locked37.63627600
8Locked37.63627600
9Locked37.63627600
10Locked38.60537700
11Locked38.60537700
12Locked38.60537700
13Locked38.60537780
14Locked38.60537700
15Locked38.60537700
16Locked38.60537700
17Locked38.60537700
18Locked38.98326100
19Locked38.60537700
20Locked38.60537700
21Locked38.60537700
22Locked38.60537700
23Locked38.60537700
24Locked37.63627600
25Locked38.98326100
26Locked38.60537700
27Locked38.60537700
28Locked37.63627600
29Locked37.63627600
30Locked37.63627600
31Locked37.63627600



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM4096424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked39-1.8198400860

 

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

3.0 Upstream channels

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

12580000048.7705995120 KSym/sec64QAM4
24620000043.5205995120 KSym/sec64QAM1
33940000045.2705995120 KSym/sec64QAM2
43260000046.5205995120 KSym/sec64QAM3



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0080
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

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Message 4 of 10
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Re: Broadband connection keeps dropping. Wifi stays up. Restart Hub 4 resolves issue temporarily.

Network Log

Time Priority Description

Sat Oct 2 05:18:20 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:18:27 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:18:27 20213Unicast 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:19:29 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:19:29 20213Unicast 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:22:24 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 05:22:24 20213Unicast 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 08:38:20 20215MIMO 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 21:55:49 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 21:55:49 20213Unicast 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 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 21:55:53 20213Unicast 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:26 19703DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:34 19703Received 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 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:02:10 20215MIMO 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:43:15 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:43:15 20213Unicast 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:43:43 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:43:43 20213Unicast 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:44:18 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:44:18 20213Unicast 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:50:55 20215MIMO 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:33 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:33 20213Unicast 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 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:33 20213Unicast 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 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:52:34 20213Unicast 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 2 22:57:44 20213Received 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 20215MIMO 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 3 07:05:19 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 3 07:05:19 20213Unicast 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 3 07:05:59 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 3 07:05:59 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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TeaParty
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Message 5 of 10
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Re: Broadband connection keeps dropping. Wifi stays up. Restart Hub 4 resolves issue temporarily.

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

My BQM 

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jbrennand
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Message 6 of 10
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Re: Broadband connection keeps dropping. Wifi stays up. Restart Hub 4 resolves issue temporarily.

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.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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TeaParty
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Message 7 of 10
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Re: Broadband connection keeps dropping. Wifi stays up. Restart Hub 4 resolves issue temporarily.

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.

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Message 8 of 10
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Re: Broadband connection keeps dropping. Wifi stays up. Restart Hub 4 resolves issue temporarily.

I will ask VM to come here and comment

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Ashleigh_C
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Re: Broadband connection keeps dropping. Wifi stays up. Restart Hub 4 resolves issue temporarily.

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. 

Ash_C
Forum Team



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Ashleigh_C
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Message 10 of 10
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Re: Broadband connection keeps dropping. Wifi stays up. Restart Hub 4 resolves issue temporarily.

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.

Ash_C
Forum Team



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