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nevc
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Broadband dropping every night

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

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jbrennand
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Re: Broadband dropping every night

Not the easiest way to get your BQM - but I looked at a couple of them and they are about the worst I have ever seen !

Apart from the 1am drops what is connectivity like the rest of the time - any noticeable issues?

Are you in normal router mode or have you got the Hub in modem mode with your own router ?

Can you post up the hubs stats as per this...
___________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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.

--------------------
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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nevc
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Re: Broadband dropping every night

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

11390000005.340256 qam1
21470000005.540256 qam2
31550000005.540256 qam3
41630000005.543256 qam4
51710000005.540256 qam5
61790000005.640256 qam6
71870000005.640256 qam7
81950000005.540256 qam8
92030000005.540256 qam9
102110000005.540256 qam10
112190000005.442256 qam11
122270000005.340256 qam12
132350000005.340256 qam13
14243000000540256 qam14
152510000004.940256 qam15
162590000004.843256 qam16
172670000004.540256 qam17
182750000004.443256 qam18
192830000004.340256 qam19
202910000004.140256 qam20
212990000004.440256 qam21
223070000004.440256 qam22
233150000004.540256 qam23
243230000004.440256 qam24



Downstream bonded channels

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

1Locked40.930
2Locked40.950
3Locked40.970
4Locked43.360
5Locked40.9100
6Locked40.940
7Locked40.970
8Locked40.960
9Locked40.9190
10Locked40.370
11Locked42.460
12Locked40.950
13Locked40.370
14Locked40.360
15Locked40.370
16Locked43.350
17Locked40.9110
18Locked43.390
19Locked40.970
20Locked40.9190
21Locked40.3100
22Locked40.9110
23Locked40.390
24Locked40.9130

 

Upstream bonded channels

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

16030006836.3512064 qam1
24619998835.8512064 qam3
35369999933.3512064 qam2
43940044845.3512016 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA001980

 

Network Log

Time Priority Description

21/07/2021 16:30:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:26:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 10:31:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 10:30:32criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 10:30:32criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 19:37:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 19:37:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 01:16:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 01:15:28criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 01:11:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 01:10:40criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 01:10:40criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 01:04:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 01:04:20criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 01:04:20criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 00:57:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 00:57:31criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 00:57:31criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 00:51:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 00:51:11criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks again for your help!

 

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jbrennand
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Re: Broadband dropping every night

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.


--------------------
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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nevc
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Re: Broadband dropping every night

Brilliant, thanks for that, you've been very helpful. I shall await a response from VM

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Corey_C
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Re: Broadband dropping every night

Hi nevc,  welcome to the Community Forums.  I've sent you a private message to confirm your account details. 

 

Cheers,

Corey C

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Corey_C
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Re: Broadband dropping every night

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

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nevc
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Re: Broadband dropping every night

Excellent. I'll update this post once the engineer has visited.

 

Many thanks again

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Corey_C
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Re: Broadband dropping every night

You're welcome. nevc. Happy to help.

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