Broadband drop-outs

[wtf_is_this]

Connection is terrible, wired Broadband keeps dropping,I've factory re-set the modem..no difference. This has been going on for weeks now. VM tech says everything is fine 😕

[wtf_is_this]

[jbrennand]

Whatever you posted has been rejected by the mods - probably because it contained personal data such as i.p. address or MAC addresses

Post this...

__________

In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - 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 - post up the “link” to the “share live graph”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[Client62]

Please make quite sure to post a test that contains Latency e.g.

https://speed.cloudflare.com/

or

https://www.samknows.com/realspeed/

Once this test begins click on: Run full test to Latency stats.

[jbrennand]

Check first for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then 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 and fix estimates, down to street cab/ postcode level.

If nothing shows on those, try calling it in as a fault - free on 150 (VM line)  or 0345 454 1111 others (national rate). See what they say when they test your connection. If they say it’s a known fault, get a fault reference number.

If neither helps, post back here and we can look at your connection data - as per this..

In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

[wtf_is_this]

Welcome back!
Sign in to view or modify your Hub 4 settings.
Password

Router status

Status
Downstream
Upstream
Configuration
Networklog

Refresh data
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 330750000 -4.200001 38.983261 QAM256 25
1 138750000 1.099998 40.366287 QAM256 1
2 146750000 0.799999 40.366287 QAM256 2
3 154750000 0.400002 40.946209 QAM256 3
4 162750000 -0.299999 40.946209 QAM256 4
5 170750000 -0.700001 40.366287 QAM256 5
6 178750000 -0.900002 40.366287 QAM256 6
7 186750000 -0.799999 40.946209 QAM256 7
8 194750000 -0.900002 40.946209 QAM256 8
9 202750000 -1.400002 40.366287 QAM256 9
10 210750000 -1.599998 40.946209 QAM256 10
11 218750000 -1.700001 40.366287 QAM256 11
12 226750000 -1.799999 40.366287 QAM256 12
13 234750000 -1.900002 40.366287 QAM256 13
14 242750000 -2.099998 40.366287 QAM256 14
15 250750000 -2.700001 40.366287 QAM256 15
23 314750000 -3.099998 38.983261 QAM256 23
24 322750000 -3.599998 38.983261 QAM256 24
26 338750000 -4.200001 38.983261 QAM256 26
27 346750000 -4.200001 38.983261 QAM256 27
28 354750000 -4.000000 38.983261 QAM256 28
29 362750000 -4.000000 38.983261 QAM256 29
30 370750000 -4.500000 38.983261 QAM256 30
31 378750000 -4.700001 38.605377 QAM256 31
32 386750000 -4.799999 38.983261 QAM256 32
33 394750000 -4.900002 38.983261 QAM256 33
34 402750000 -4.799999 38.983261 QAM256 34
35 410750000 -5.000000 38.605377 QAM256 35
36 418750000 -5.400002 38.983261 QAM256 36
37 522750000 -7.400002 38.605377 QAM256 37
38 530750000 -7.599998 38.605377 QAM256 38

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 38.983261 0 0
1 Locked 40.366287 0 0
2 Locked 40.366287 0 0
3 Locked 40.946209 0 0
4 Locked 40.946209 0 0
5 Locked 40.366287 0 0
6 Locked 40.366287 0 0
7 Locked 40.946209 0 0
8 Locked 40.946209 0 0
9 Locked 40.366287 0 0
10 Locked 40.946209 0 0
11 Locked 40.366287 0 0
12 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
23 Locked 38.983261 0 0
24 Locked 38.983261 0 0
26 Locked 38.983261 0 0
27 Locked 38.983261 0 0
28 Locked 38.983261 0 0
29 Locked 38.983261 0 0
30 Locked 38.983261 0 0
31 Locked 38.605377 0 0
32 Locked 38.983261 0 0
33 Locked 38.983261 0 0
34 Locked 38.983261 0 0
35 Locked 38.605377 0 0
36 Locked 38.983261 0 0
37 Locked 38.605377 0 0
38 Locked 38.605377 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
39 96 4K 1840 QAM4096 759

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
39 Locked 35 -13.2 334973800 1369203

Welcome back!
Sign in to view or modify your Hub 4 settings.
Password

Router status

Status
Downstream
Upstream
Configuration
Networklog

Refresh data
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 36600000 46.770599 5120 KSym/sec 64QAM 3
2 30100000 46.020599 5120 KSym/sec 64QAM 4
3 43100000 47.020599 5120 KSym/sec 64QAM 2
4 23600000 45.770599 5120 KSym/sec 64QAM 9
5 49600000 47.520599 5120 KSym/sec 64QAM 1

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_ATDMA 0 0 0 0
2 US_TYPE_ATDMA 0 0 0 0
3 US_TYPE_ATDMA 0 0 0 0
4 US_TYPE_ATDMA 0 0 0 0
5 US_TYPE_ATDMA 0 0 0 0

3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
10 10.4 51.4 2K QAM128

3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
10 OFDMA 208 53.4 0 0

Welcome back!
Sign in to view or modify your Hub 4 settings.
Password

Router status

Status
Downstream
Upstream
Configuration
Networklog

Refresh data
Network Log
Time Priority Description
Sun Jul
28 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA a;CMTS-CM-VER=3.1;
Sun Jul
28 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-;CM-VER=3.1;
Sun Jul
28 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA cc:7b:d7:0a;CMTS-;CM-QOS=1.1;CM-VER=3.1;
Sat Jul
27 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-;CM-QOS=1.1;CM-VER=3.1;
Sat Jul
27 6 US profile assignment change. US Chan ID: 10; Previous Profile: 12; New Profile: 11.;CM-;CM-QOS=1.1;CM-VER=3.1;
Sat Jul
27 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jul
27 6 US profile assignment change. US Chan ID: 10; Previous Profile: 11; New Profile: 12.;CM-;CM-QOS=1.1;CM-VER=3.1;
Sat Jul
27 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-;CM-QOS=1.1;CM-VER=3.1;
Fri Jul
26 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA ;CM-;CM-QOS=1.1;CM-VER=3.1;
Thu Jul
25 6 US profile assignment change. US Chan ID: 10; Previous Profile: 12; New Profile: 11.;CM-;CM-QOS=1.1;CM-VER=3.1;
Wed Jul
24 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-:5d;CM-QOS=1.1;CM-VER=3.1;
Wed Jul
24 6 US profile assignment change. US Chan ID: 10; Previous Profile: 12; New Profile: .;CM-:a4:5d;CM-QOS=1.1;CM-VER=3.1;
Wed Jul
24 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA .;CM-;CM-QOS=1.1;CM-VER=3.1;
Wed Jul
24 6 US profile assignment change. US Chan ID: 10; Previous Profile: 11; New Profile: 12.;CM-;CM-QOS=1.1;CM-VER=3.1;
Wed Jul
24 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-;CM-QOS=1.1;CM-VER=3.1;
Wed Jul
24 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-;CM-QOS=1.1;CM-VER=3.1;
Wed Jul
24 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul
24 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[wtf_is_this]

This is typical of my day, these are all individual events over a 10min span lasting from 20s to a minute or so.

[Gareth_L]

Hi there,

Thanks for your post and welcome back to our community.

How is the service since you last post. If it's still the same or improved, I will send you a private message for further support if needed.

If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[wtf_is_this]

[wtf_is_this]

Connection is still dropping out every few minutes, not for long but long enough to ruin a video call and cause a timeout on a forum so I have to re-login and rewrite a post.