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VIP0R
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Broadband disconnected at the same time past the hour.

Hi guys,

My Broadband seems to disconnect at the same time past the hour multiple hours a day.

eg. 10:41, 12:41, 15:41 etc.

I've noticed it for the past 6 weeks or so and it changes up the time past the hour every week or so but is still consistently the same time past the hour throughout the day.

It only seems to last for me to reset my PC Wireless device and then we're back in business, but it's long enough for Zoom to cut out or YouTube to stop buffering etc.

My PC has a Archer TX3000E Dual-Band Wireless AX3000 (WiFi 6) Bluetooth 5.0 PCI-E Adapter and works fine with reaching over a 1GB/down connection over WiFi.

Any Ideas as to what this might be?

Modem info below

30/06/2020 01:44:28criticalNo Ranging Response received - T3 time-out;CM-
30/06/2020 01:42:57criticalSYNC Timing Synchronization failure - Loss of Sync;
30/06/2020 01:42:52Warning!MDD message timeout;
30/06/2020 01:42:51Warning!Lost MDD Timeout;
30/06/2020 01:40:36Warning!MDD message timeout;
30/06/2020 01:40:36Warning!Lost MDD Timeout;
30/06/2020 01:15:32Warning!MDD message timeout;
30/06/2020 01:15:32Warning!Lost MDD Timeout;
30/06/2020 01:14:57Warning!MDD message timeout;
30/06/2020 01:14:57Warning!Lost MDD Timeout;
30/06/2020 01:14:25Warning!MDD message timeout;
30/06/2020 01:14:24Warning!Lost MDD Timeout;
30/06/2020 01:13:52Warning!MDD message timeout;
30/06/2020 01:13:52Warning!Lost MDD Timeout;
30/06/2020 01:13:18Warning!MDD message timeout;
30/06/2020 01:13:18Warning!Lost MDD Timeout;
30/06/2020 01:11:1Warning!MDD message timeout;
30/06/2020 01:11:1Warning!Lost MDD Timeout;

 

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VIP0R
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Message 2 of 11
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Re: Broadband disconnected at the same time past the hour.

Downstream bonded channels

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

14027500009.940256 qam25
21947500009.940256 qam8
32027500009.540256 qam9
42107500009.640256 qam10
52187500009.640256 qam11
62267500009.840256 qam12
72347500009.840256 qam13
82427500009.940256 qam14
92507500001040256 qam15
102587500009.840256 qam16
112667500001040256 qam17
122747500001040256 qam18
1328275000010.340256 qam19
142907500009.638256 qam20
1529875000010.540256 qam21
1630675000010.140256 qam22
1731475000010.440256 qam23
183227500001040256 qam24
1941075000010.540256 qam26
2041875000010.140256 qam27
2142675000010.540256 qam28
2243475000010.338256 qam29
2344275000010.540256 qam30
2445075000010.340256 qam31

 

Downstream bonded channels

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

1Locked40.3290
2Locked40.9130
3Locked40.3190
4Locked40.3180
5Locked40.3140
6Locked40.3170
7Locked40.3110
8Locked40.3130
9Locked40.370
10Locked40.9130
11Locked38.9150
12Locked40.9170
13Locked40.990
14Locked38.9180
15Locked40.3110
16Locked40.3110
17Locked40.3130
18Locked40.3240
19Locked40.3190
20Locked40.3100
21Locked40.3180
22Locked38.9210
23Locked40.3180
24Locked40.9190

Upstream bonded channels

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

1537000854.05512064 qam13
2258000393.85512064 qam12
3326000703.9512064 qam11
4394000703.975512064 qam10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jbrennand
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Message 3 of 11
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Re: Broadband disconnected at the same time past the hour.

If you haven't already.... Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
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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VIP0R
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Message 4 of 11
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Re: Broadband disconnected at the same time past the hour.

Thanks! Have had this on for a week. Do you think this shows enough information? As it has continued disconnecting for the most part.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cb0a30c5dc92622fd38b827c084f914a4da48617-01-07-2020

Thanks in advance,
Matt.

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David_Bn
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Message 5 of 11
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Re: Broadband disconnected at the same time past the hour.

Thanks for your post on our Community Forums VIP0R, and a very warm welcome to you!

 

Sorry to see you've been having issues with your broadband connection

 

I can see that one upstream (Channel 3) and one downstream (Channel 3) is showing slightly out or spec currently.

 

It also appears that the hub has an uptime of 13 days, is it possible to either reboot or possibly even pin hole reset the hub to see if this improves the connection? This could possibly fix the issues you've been having with the connection, without the need for an engineer visit 

 

Kindest regards,

 

David_Bn

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henryb123
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Message 6 of 11
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Re: Broadband disconnected at the same time past the hour.

Hi,

Did you ever get a resolution to this? I have the same issue.

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Sofia_B
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Message 7 of 11
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Re: Broadband disconnected at the same time past the hour.

Hi @henryb123

 

Welcome to the community and thanks for your first post, we're happy to have you with us  🙂 

 

Could you please expand on the issues you're having so we can best advise on this? You're experiencing disconnection issues is that correct? Is this affecting both wired and wireless connections? 

 

Please let us know. 

 

Thanks,

 

Sofia
Forum Team



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henryb123
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Message 8 of 11
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Re: Broadband disconnected at the same time past the hour.

Hi Sofia,

I have a very similar issue to the one described at the top of this thread. Our internet disconnects every hour at the same minutes past the hour. It is all devices wired and wireless. Rebooting the router makes no difference, neither does resetting factory settings. I have checked the cables and they are secure. It cuts out at exactly 22 minutes past each hour. It must be on a timer on the virgin media end kicking out the connection. It is very frustration trying to work from home with video meetings and so on. 

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VIP0R
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Message 9 of 11
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Re: Broadband disconnected at the same time past the hour.

Hi all,

None of the above attempts could fix my problem, not too long after this Virgin emailed and offered an upgrade from the HUB3 to the newer HUB4 and that fixed everything.

Not sure if it was the original HUB itself that was the issue or the settings of the HUB etc. But having the new one seems to have fixed the issue.

Cheers!

Sofia_B
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Message 10 of 11
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Re: Broadband disconnected at the same time past the hour.

Thanks for getting back to me @henryb123

 

I'm so sorry to hear that, I can appreciate that must be super frustrating and we apologise for any inconvenience caused. 

 

I'm going to send you a PM so we can look into things for you, please look out for a notification in the purple envelope located in the top right hand corner of your screen. 

 

Thanks, 

Sofia
Forum Team



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