Virgin Media Community

[Aaron31]

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

[lotharmat]

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!

[Aaron31]

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

1	139000000	5.1	37	256 qam	1
2	147000000	5.4	37	256 qam	2
3	155000000	5.4	37	256 qam	3
4	163000000	5.5	37	256 qam	4
5	171000000	5.5	37	256 qam	5
6	179000000	5.6	37	256 qam	6
7	187000000	5.8	37	256 qam	7
8	195000000	5.8	37	256 qam	8
9	203000000	5.8	37	256 qam	9
10	211000000	5.6	37	256 qam	10
11	219000000	5.9	37	256 qam	11
12	227000000	5.8	37	256 qam	12
13	235000000	5.5	37	256 qam	13
14	243000000	5.5	37	256 qam	14
15	251000000	5.4	37	256 qam	15
16	259000000	5.1	37	256 qam	16
17	267000000	5	37	256 qam	17
18	275000000	4.6	37	256 qam	18
19	283000000	4.5	37	256 qam	19
20	291000000	4.5	37	256 qam	20
21	299000000	4.5	37	256 qam	21
22	307000000	4.5	37	256 qam	22
23	315000000	4.6	37	256 qam	23
24	323000000	4.9	37	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors  

1	Locked	37.3	183	0
2	Locked	37.3	91	0
3	Locked	37.3	56	0
4	Locked	37.3	87	0
5	Locked	37.6	92	0
6	Locked	37.3	96	0
7	Locked	37.3	124	0
8	Locked	37.3	130	0
9	Locked	37.3	87	0
10	Locked	37.6	79	0
11	Locked	37.3	46	0
12	Locked	37.3	84	0
13	Locked	37.6	82	0
14	Locked	37.3	86	0
15	Locked	37.3	95	0
16	Locked	37.3	141	0
17	Locked	37.6	121	0
18	Locked	37.3	226	0
19	Locked	37.6	234	0
20	Locked	37.6	259	0
21	Locked	37.3	269	0
22	Locked	37.6	282	0
23	Locked	37.3	289	0
24	Locked	37.3	256	0

[Aaron31]

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

1	53699962	29	5120	64 qam	6
2	39399889	29.5	5120	64 qam	8
3	46199879	29.3	5120	64 qam	7
4	60299870	29	5120	64 qam	5

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	14	0
2	ATDMA	0	0	19	0
3	ATDMA	0	0	12	0
4	ATDMA	0	0	8	0

[lotharmat]

Nothing really jumping out with the Downstream stats!

Let's see what Upstream shows!

[Aaron31]

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 00:03:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 00:01:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 20:35:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 20:33:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 20:40:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 19:16:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 02:30:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 22:15:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 18:35:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 17:07:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 17:05:7	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 17:03:47	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 19:06:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 15:46:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 00:13:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 03:46:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 16:04:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 15:46:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 05:36:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 03:46:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat · Accepted solution]

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!

[Aaron31]

Spoiler

Hope that's what you needed. Sorry struggled with trying to copy and past it all 🤣

[Aaron31]

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

[Aaron31]

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