Broadband drops of every night at 00:05

[bowers6]

Well I have weeks of my broadband dropping off just after midnight.

Then takes 45 min to come back on and reconnect everything so i can switch the light off and go to bed.

Many calls to VM Rubbish response.

Raised a complaint that was a waste of time.

The online checker says all ok. you call in then next day and the say there is a fault but should be clear in 24 hours.... 2 weeks later it still happens and now they wan to book an engineer to visit.

I am so fed up with the lack of information as to what is the fault and when will it be fixed.

Customer service is 0.

they dont care to answer your questions no offer of good will, no response to threats of closing all my virgin media accounts.

rubbish hub 5 with flake wifi signal.. help.....

[jbrennand · Accepted solution]

The Hub5 wifi is a separate issue.

First thing is to get the evidence to present to VM. Those disconnections will all clearly show on a BQM. Do this...
-------------------------------------------

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

[bowers6]

HI Thanks for the reply. I will be setting up the BQM when I get home tonight.

I will post the live link once it has started collecting data.

Thanks..

Steve

[jbrennand]

Mixed messages from CS.

If there is a known fault in the location - all Tech visits are cancelled. If they now want to book a Tech visit - there is no general fault - so must be specific to you.

Is the early disconnects the only issue you have? They often do work on the network at that time and move customer connections around - causing disconnects- but typically only for a few days in a row - not weeks!

[bowers6]

HI Yes the early drop out have been happening every night for 2 weeks at least now.

Whilst i understand they may be doing maintenance work I have never experienced this kind of drop out before.

As I am still up at that time the drop out means I can't turn my light off etc before bed and have to wait for the very slow reboot to complete.

Regards if its a known issue depends who you ask.

If you check online or over the phone even when the drop happens there are no known issues.

If you speak to CS @ virgin this is a fault and it will be fixed in a few hours.

When the tech comes on Tuedsday morning the service will be running as normal.

Apart from the logs on the router showing the reboots request sent via (cant remember the last bit).

There is a fault logged in my area for TV service regarding streaming BBC iplayer ,Netfix etc..

Regards Steve

[jbrennand]

Ok. CS are just saying that to get you off the phone and move on.

When the Tech visits - show them the BQM's for the period of the drops. In the meantime lets see the complete Hub stats - can you do this
______________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up login and Navigate to these “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 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. If character limits are “exceeded” - just do two posts

[bowers6]

HI

yes I guess that was what they were doing..

Here is log data.

Network Log

Time Priority Description

28-09-2022 09:59:27	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 09:59:27	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 08:58:37	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 08:52:57	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 08:52:57	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 08:48:38	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 08:47:00	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 08:47:00	warning	Dynamic Range Window violation
28-09-2022 08:42:38	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 08:41:18	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 08:41:18	warning	Dynamic Range Window violation
28-09-2022 08:38:46	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 08:35:46	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 08:35:46	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 06:39:10	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:24:06	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:24:06	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:24:02	notice	REGISTRATION COMPLETE - Waiting for Operational status
28-09-2022 00:23:57	warning	Dynamic Range Window violation
28-09-2022 00:23:57	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:23:57	warning	Dynamic Range Window violation
28-09-2022 00:23:57	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:23:57	warning	Dynamic Range Window violation
28-09-2022 00:23:57	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:23:57	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:23:57	warning	Dynamic Range Window violation
28-09-2022 00:23:57	warning	Dynamic Range Window violation
28-09-2022 00:23:57	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:23:56	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:23:51	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:23:48	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 00:23:46	notice	Honoring MDD; IP provisioning mode = IPv4

[bowers6]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	339000000	8.1	39	QAM 256	26
2	139000000	9.2	40	QAM 256	1
3	147000000	9.3	40	QAM 256	2
4	155000000	9.2	40	QAM 256	3
5	163000000	9.3	40	QAM 256	4
6	171000000	9	40	QAM 256	5
7	179000000	9.1	40	QAM 256	6
8	187000000	9.2	40	QAM 256	7
9	195000000	9.5	40	QAM 256	8
10	203000000	9.4	40	QAM 256	9
11	211000000	9.5	40	QAM 256	10
12	219000000	9.4	40	QAM 256	11
13	227000000	9.2	40	QAM 256	12
14	235000000	9.2	40	QAM 256	13
15	243000000	8.9	40	QAM 256	14
16	251000000	8.8	40	QAM 256	15
17	259000000	8.8	40	QAM 256	16
18	267000000	8.5	40	QAM 256	17
19	275000000	8.1	40	QAM 256	18
20	283000000	7.9	39	QAM 256	19
21	291000000	7.6	39	QAM 256	20
22	299000000	7.7	39	QAM 256	21
23	307000000	7.6	39	QAM 256	22
24	315000000	7.7	39	QAM 256	23
25	323000000	8	39	QAM 256	24
26	331000000	8	39	QAM 256	25
27	347000000	8.2	39	QAM 256	27
28	355000000	8.4	39	QAM 256	28
29	363000000	8.5	39	QAM 256	29
30	371000000	8.5	40	QAM 256	30
31	379000000	8.4	40	QAM 256	31

Downstream bonded channels

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

1	Locked	39	1113	184
2	Locked	40	151444	4351
3	Locked	40	146859	4552
4	Locked	40	111769	2591
5	Locked	40	145577	6160
6	Locked	40	474598	107939
7	Locked	40	568108	73306
8	Locked	40	126663	33037
9	Locked	40	7696	499
10	Locked	40	5738	506
11	Locked	40	5998	474
12	Locked	40	5235	434
13	Locked	40	9140	492
14	Locked	40	10927	343
15	Locked	40	10767	379
16	Locked	40	9520	367
17	Locked	40	9520	312
18	Locked	40	8123	308
19	Locked	40	7440	345
20	Locked	39	11827	324
21	Locked	39	22872	585
22	Locked	39	20178	670
23	Locked	39	7895	270
24	Locked	39	2316	265
25	Locked	39	1870	231
26	Locked	39	1427	264
27	Locked	39	1330	228
28	Locked	39	856	207
29	Locked	39	738	189
30	Locked	40	625	224
31	Locked	40	607	218

Upstream bonded channels

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

0	49600000	45.8	5120	QAM 64	1
1	43100000	45.3	5120	QAM 64	2
2	36600000	44.8	5120	QAM 64	3
3	30100000	44.5	5120	QAM 64	4
4	23600000	43.8	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[jbrennand]

Strange set of logs - someone else needs to comment

But the down powers are all high - albeit just in range. But the post-RS errors might be an issue - can you do this...
___________________________
Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and any T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[bowers6]

HI John,

Thank you for your detailed reply

I have just followed your instructions and can confirm right now zero errors on post rs and T3/

I check all internal cable connections

I have started a BQM monitor also.

I'll keep an eye on the errors in the log and check BQM in the morning.

Your information gives me hope that the technician visit on tuesday will be able to resolve my issue and i now have some tools to check the performance of my router.

Thanks Steve