on 21-07-2021 15:20
Hi
I noticed my internet dropping evry night at around 1am. The router displays green lights and goes through the motions of rebooting; sometimes this is for a few minutes, sometimes longer. I searched these forums and and set up a BQM. Here's the results since 12th July:
12/07
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/b71b0f732dccb5ae8f5839144cb5583fa6aa3cf3-12-07-2021"><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/b71b0f732dccb5ae8f5839144cb5583fa6aa3cf3-12-07-2021.png" /></a>
13/07
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a4badc80a011f16def35a1ae77fd9e2d3e5820e-13-07-2021"><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a4badc80a011f16def35a1ae77fd9e2d3e5820e-13-07-2021.png" /></a>
14/07
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3c32d39106710d14f52d0f52b587ce8326f783de-14-07-2021"><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3c32d39106710d14f52d0f52b587ce8326f783de-14-07-2021.png" /></a>
15/07
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/317598afedd092c015d5f0fd5db3b3d2ae14282c-15-07-2021"><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/317598afedd092c015d5f0fd5db3b3d2ae14282c-15-07-2021.png" /></a>
16/07
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/90f00f6bce4582ac2708672252fa6c46fb648b6b-16-07-2021"><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/90f00f6bce4582ac2708672252fa6c46fb648b6b-16-07-2021.png" /></a>
17/07
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/6b28f799d574e6f1d1c5c4997c85a1840d87e59f-17-07-2021"><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/6b28f799d574e6f1d1c5c4997c85a1840d87e59f-17-07-2021.png" /></a>
18/07
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4a43a077765dd7587bf38231cf4c019193d555fd-18-07-2021"><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4a43a077765dd7587bf38231cf4c019193d555fd-18-07-2021.png" /></a>
19/07
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/7c30334643f47c0b30300e92b08b69e4f6c21344-19-07-2021"><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/7c30334643f47c0b30300e92b08b69e4f6c21344-19-07-2021.png" /></a>
20/07
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/9717fee9b3cd5275148db1456f0594e8a8554411-20-07-2021"><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/9717fee9b3cd5275148db1456f0594e8a8554411-20-07-2021.png" /></a>
21/07
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4bb5697bdf0fa5fed20d5f4822fa29f1565d6dc4-21-07-2021"><img alt="My Broadband Ping - Virgin" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4bb5697bdf0fa5fed20d5f4822fa29f1565d6dc4-21-07-2021.png" /></a>
Previous to setting up the BQM I had tried rebooting the router plenty of times, factory resetting the router, checking all cables etc. I've also noticed poor upload speeds and poor game streaming and issues with connected devices in the morning. The time of day this occurs is extra annoying as it's the only time I have to enjoy online gaming.
I hope I have linked the BQM images correctly and hope that someone can shed some light on these issues. If there are further tests I can complete to help diagnose and resolve this, I'm more than happy to attempt them.
Thanks
Nev
on 21-07-2021 15:35
on 21-07-2021 16:38
Thanks for your reply.
Sorry for the BQM links, wasn't sure which links to use and the post preview gave me no insight as to which one would work.
The router is in normal router mode.
Connectivity is generally ok, except in the morning after a connection drop my phone requires reconnecting to the wifi (despite it appearing as if it's connected) and sometimes my Google hub speakers lose their connection. Upload speeds are often attrocious for no discernable reason, when streaming games I get bad network warnings when the broadband package I have should be more than suitable. Some websites load as if I'm still on dial-up but when I follow that up with a speedtest I get ok results: 125-175 megabits per second, over wifi upstairs from the router.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 5.3 | 40 | 256 qam | 1 |
2 | 147000000 | 5.5 | 40 | 256 qam | 2 |
3 | 155000000 | 5.5 | 40 | 256 qam | 3 |
4 | 163000000 | 5.5 | 43 | 256 qam | 4 |
5 | 171000000 | 5.5 | 40 | 256 qam | 5 |
6 | 179000000 | 5.6 | 40 | 256 qam | 6 |
7 | 187000000 | 5.6 | 40 | 256 qam | 7 |
8 | 195000000 | 5.5 | 40 | 256 qam | 8 |
9 | 203000000 | 5.5 | 40 | 256 qam | 9 |
10 | 211000000 | 5.5 | 40 | 256 qam | 10 |
11 | 219000000 | 5.4 | 42 | 256 qam | 11 |
12 | 227000000 | 5.3 | 40 | 256 qam | 12 |
13 | 235000000 | 5.3 | 40 | 256 qam | 13 |
14 | 243000000 | 5 | 40 | 256 qam | 14 |
15 | 251000000 | 4.9 | 40 | 256 qam | 15 |
16 | 259000000 | 4.8 | 43 | 256 qam | 16 |
17 | 267000000 | 4.5 | 40 | 256 qam | 17 |
18 | 275000000 | 4.4 | 43 | 256 qam | 18 |
19 | 283000000 | 4.3 | 40 | 256 qam | 19 |
20 | 291000000 | 4.1 | 40 | 256 qam | 20 |
21 | 299000000 | 4.4 | 40 | 256 qam | 21 |
22 | 307000000 | 4.4 | 40 | 256 qam | 22 |
23 | 315000000 | 4.5 | 40 | 256 qam | 23 |
24 | 323000000 | 4.4 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 3 | 0 |
2 | Locked | 40.9 | 5 | 0 |
3 | Locked | 40.9 | 7 | 0 |
4 | Locked | 43.3 | 6 | 0 |
5 | Locked | 40.9 | 10 | 0 |
6 | Locked | 40.9 | 4 | 0 |
7 | Locked | 40.9 | 7 | 0 |
8 | Locked | 40.9 | 6 | 0 |
9 | Locked | 40.9 | 19 | 0 |
10 | Locked | 40.3 | 7 | 0 |
11 | Locked | 42.4 | 6 | 0 |
12 | Locked | 40.9 | 5 | 0 |
13 | Locked | 40.3 | 7 | 0 |
14 | Locked | 40.3 | 6 | 0 |
15 | Locked | 40.3 | 7 | 0 |
16 | Locked | 43.3 | 5 | 0 |
17 | Locked | 40.9 | 11 | 0 |
18 | Locked | 43.3 | 9 | 0 |
19 | Locked | 40.9 | 7 | 0 |
20 | Locked | 40.9 | 19 | 0 |
21 | Locked | 40.3 | 10 | 0 |
22 | Locked | 40.9 | 11 | 0 |
23 | Locked | 40.3 | 9 | 0 |
24 | Locked | 40.9 | 13 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300068 | 36.3 | 5120 | 64 qam | 1 |
2 | 46199988 | 35.8 | 5120 | 64 qam | 3 |
3 | 53699999 | 33.3 | 5120 | 64 qam | 2 |
4 | 39400448 | 45.3 | 5120 | 16 qam | 4 |
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 | 198 | 0 |
Network Log
Time Priority Description
21/07/2021 16:30:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:26:1 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:31:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:30:32 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:30:32 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 19:37:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 19:37:22 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 01:16:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 01:15:28 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 01:11:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 01:10:40 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 01:10:40 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 01:04:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 01:04:20 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 01:04:20 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 00:57:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 00:57:31 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 00:57:31 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 00:51:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 00:51:11 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Thanks again for your help!
21-07-2021 16:46 - edited 21-07-2021 16:50
You have a problem on the Up channel 4 lots of T3 drops and its on 16qam (should be 64) - other up channel power levels are a bit low too - Hub may be struggling. It needs VM to look in more detail - I will flag for someone to take a look on here.
on 21-07-2021 16:50
Brilliant, thanks for that, you've been very helpful. I shall await a response from VM
on 21-07-2021 18:20
Hi nevc, welcome to the Community Forums. I've sent you a private message to confirm your account details.
Cheers,
Corey C
on 22-07-2021 11:20
Thanks for your messages and clearing data protection, nevc,
I have set up an engineer’s visit for you which you will be able to view from your online account here.
Cheers,
Corey C
on 22-07-2021 12:30
Excellent. I'll update this post once the engineer has visited.
Many thanks again
on 22-07-2021 12:46
You're welcome. nevc. Happy to help.
on 03-08-2021 16:27
Update:
The engineer turned up and checked everything over, replacing some of the internal cables to be on the safe side. Following the testing he did on the external cable/fiber he discoverd that a reading from the outside box to the hole 10 meters away from the propery was way off. He said that it looks like that short bit of fibre must be faulty. He organised for that section of fibre to be replaced and that was done today. Thus far everything looks fine and judging by the small amount of data available on the BQM it looks like the issue is resolved!
Big thanks again for the help in this forum and a thumbs up for the service by the engineers!