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Aaron31
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Message 1 of 14
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Broadband dropping out throughout the day.

Hello,

I was wondering if anyone could help? I have only been with virgin media a few months and our hub keeps dropping out from time to time, particularly in the evenings. Mobile phones all switch over to mobile data and say that the hub has no internet. Hub itself is flashing to say no internet and after a few seconds re connects before dropping out again a few minutes later. A speed check reports around 3-4mbs rather than the 100mbs speed we have. 

Any advice? A reset on the router works for a short time before the problem comes back.

Thanks

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lotharmat
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Message 2 of 14
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Re: Broadband dropping out throughout the day.

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (you will likely need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Aaron31
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Message 3 of 14
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Re: Broadband dropping out throughout the day.

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

139000000
Locked

Ranged Upstream Channel (Hz)

53699962
Locked

Provisioning State

Online
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000005.137256 qam1
21470000005.437256 qam2
31550000005.437256 qam3
41630000005.537256 qam4
51710000005.537256 qam5
61790000005.637256 qam6
71870000005.837256 qam7
81950000005.837256 qam8
92030000005.837256 qam9
102110000005.637256 qam10
112190000005.937256 qam11
122270000005.837256 qam12
132350000005.537256 qam13
142430000005.537256 qam14
152510000005.437256 qam15
162590000005.137256 qam16
17267000000537256 qam17
182750000004.637256 qam18
192830000004.537256 qam19
202910000004.537256 qam20
212990000004.537256 qam21
223070000004.537256 qam22
233150000004.637256 qam23
243230000004.937256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors  
1Locked37.31830 
2Locked37.3910 
3Locked37.3560 
4Locked37.3870 
5Locked37.6920 
6Locked37.3960 
7Locked37.31240 
8Locked37.31300 
9Locked37.3870 
10Locked37.6790 
11Locked37.3460 
12Locked37.3840 
13Locked37.6820 
14Locked37.3860 
15Locked37.3950 
16Locked37.31410 
17Locked37.61210 
18Locked37.32260 
19Locked37.62340 
20Locked37.62590 
21Locked37.32690 
22Locked37.62820 
23Locked37.32890 
24Locked37.3256

0

 

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Aaron31
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Message 4 of 14
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Re: Broadband dropping out throughout the day.

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15369996229512064 qam6
23939988929.5512064 qam8
34619987929.3512064 qam7
46029987029512064 qam5


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00140
2ATDMA00190
3ATDMA00120
4ATDMA0080
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lotharmat
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Message 5 of 14
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Re: Broadband dropping out throughout the day.

Nothing really jumping out with the Downstream stats!

Let's see what Upstream shows!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Aaron31
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Message 6 of 14
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Re: Broadband dropping out throughout the day.

General Configuration

Network access 

Allowed

Maximum Number of CPEs 

1

Baseline Privacy 

Enabled

DOCSIS Mode 

Docsis30

Config file 

cmreg-vmdg505-bbt057+voc-b.cm

 

 

Primary Downstream Service Flow

SFID 6834

Max Traffic Rate 117000047

Max Traffic Burst 42600

Min Traffic Rate 0

 

 

Primary Upstream Service Flow

SFID 6833

Max Traffic Rate 10500047

Max Traffic Burst 16320

Min Traffic Rate 0

Max Concatenated Burst 16320

Scheduling Type BestEffort

 

Network LogTime Priority Description
13/09/2021 00:03:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 00:01:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 20:35:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 20:33:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 20:40:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 19:16:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 02:30:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 22:15:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 18:35:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 17:07:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 17:05:7Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 17:03:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 19:06:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 15:46:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 00:13:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 03:46:4ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 16:04:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 15:46:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 05:36:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 03:46:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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lotharmat
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Message 7 of 14
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Helpful Answer

Re: Broadband dropping out throughout the day.

Ooooh - yes!

Power is waaaaay to low! DO you have any 'return path attenuators' on the back of the hub! It may, if it's there, have been put on to reduce power levels but would need to be removed!

If there are no attenuators there - VM would need to book a tech visit as the connection is out of specification!



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Hub 3 - Modem Mode - TP-Link Archer C7

Aaron31
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Message 8 of 14
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Re: Broadband dropping out throughout the day.

Spoiler
Hope that's what you needed. Sorry struggled with trying to copy and past it all 🤣
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Aaron31
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Message 9 of 14
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Re: Broadband dropping out throughout the day.

I will have a look now see what is on there.

There's the link for the monitoring:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9addc7b8b320d81187968b610554a09da63c7958

 

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Aaron31
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Message 10 of 14
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Re: Broadband dropping out throughout the day.

No I can't see any return path attenuator obviously fitted. 

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