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Broadband drops out regularly

aspeed950
Tuning in

My broadband is dropping out regularly.  

There was some work on the network in the last few weeks, and the problems arose then.

I can reset the Wi-Fi in a few minutes, but this only provides a temporary fix.

When the system comes back up, Wi-Fi resumes, but the Virgin Box (Humax EOS1008R - V001) then shows an error code for connection to the Internet (CS9994, I think) and explains that not all features will work without this connection. This is undoubtedly true for apps like Netflix.  Ironically, the Smart TV will pick up the Wi-Fi signal fine and show Netflix.

I have copied some router data pages but fallen foul of the maximum character limit.  So only 

I hope that some kind person can interpret them

Downstream bonded channels

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

1331000000-0.740256 qam25
2203000000-0.540256 qam9
3211000000-0.540256 qam10
4219000000-0.540256 qam11
5227000000-0.540256 qam12
6235000000-0.540256 qam13
7243000000-0.740256 qam14
8251000000-0.740256 qam15
9259000000-0.740256 qam16
10267000000-0.540256 qam17
11275000000-0.540256 qam18
12283000000-0.740256 qam19
13291000000-0.740256 qam20
14299000000-0.740256 qam21
15307000000-0.740256 qam22
16315000000-0.740256 qam23
17323000000-0.740256 qam24
18339000000-0.540256 qam26
19347000000-0.940256 qam27
20355000000-140256 qam28
21363000000-1.240256 qam29
22371000000-140256 qam30
23379000000-1.440256 qam31
24387000000-1.540256 qam32



Network Log

Time Priority Description

13/02/2024 10:43:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2024 10:41:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2024 14:19:47noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 01:54:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2024 12:54:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 22:03:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 00:54:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2024 17:26:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 12:54:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 09:23:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 00:54:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2024 19:19:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2024 18:59:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Any help from the good people on this board would be heartily welcomed.

 

Alan Speed

1 ACCEPTED SOLUTION

Accepted Solutions

jbrennand
Very Insightful Person
Very Insightful Person

Just to clarify....  are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

It's sounding like it may just be wifi related but post up all the stats thus...

Navigate to these “data 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 pages. 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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

See where this Helpful Answer was posted

21 REPLIES 21

jbrennand
Very Insightful Person
Very Insightful Person

Just to clarify....  are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

It's sounding like it may just be wifi related but post up all the stats thus...

Navigate to these “data 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 pages. 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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

legacy1
Alessandro Volta

Get a better wifi router with 1Gb ports and use hub in modem mode

---------------------------------------------------------------

Thanks for replying John.  I see you replied yesterday and I cannot figure out how I missed it till now.  I did look yesterday.

The ethernet cable I have connects to my desktop Mac.  When the Broadband drops I lose connection to the internet on my desktop as well as Wi-Fi connected iPads and TV.  Virgin Engineers fitted a cable to link to the back of my new 360 box, but this has never worked. So it does not seem to be a Wi-Fi issue in the first instance anyway, it must be Network or Hub related.  It is a Hub 3.0 model.

I cannot be very precise about the colour of the Hub light when the connection fails.  It is usually off-white, as it is now.  I will make a point of looking the next time it goes down.  I recall it going green and flashing during start-up and also the Wi-Fi symbol and green arrows symbol lighting up green, but these shut down when the white light appears.  I will try to find the link for the data pages and reply asap.

Hi John,

I have been trying (and failing) to locate the link you put in a previous post to the Data Pages for Upstream, Downstream etc.  Could you please post it for me then I can respond appropriately

Many Thanks

Alan

John can you send me the link please? Thanks

John could you send the internet link please.  Thanks

jbrennand
Very Insightful Person
Very Insightful Person

Not sure what "link" you mean ?  This should work.....

_________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT just click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data 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 pages. 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

Also, 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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi John,

Sorry for multiple posts last night, but the first went to the other replier and I was struggling to get it right.

Here's the Downstream pages.  Others to follow

Downstream bonded channels

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

1331000000-0.740256 qam25
2203000000-0.540256 qam9
3211000000-0.540256 qam10
4219000000-0.540256 qam11
5227000000-0.540256 qam12
6235000000-0.540256 qam13
7243000000-0.740256 qam14
8251000000-0.740256 qam15
9259000000-0.740256 qam16
10267000000-0.540256 qam17
11275000000-0.540256 qam18
12283000000-0.740256 qam19
13291000000-0.940256 qam20
14299000000-0.740256 qam21
15307000000-0.940256 qam22
16315000000-0.740256 qam23
17323000000-0.940256 qam24
18339000000-0.740256 qam26
19347000000-140256 qam27
20355000000-1.240256 qam28
21363000000-1.240256 qam29
22371000000-1.240256 qam30
23379000000-1.540256 qam31
24387000000-1.740256 qam32



Downstream bonded channels

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

1Locked40.9720
2Locked40.3600
3Locked40.3580
4Locked40.9660
5Locked40.9600
6Locked40.9630
7Locked40.3660
8Locked40.3810
9Locked40.9580
10Locked40.9500
11Locked40.9450
12Locked40.9540
13Locked40.3720
14Locked40.3670
15Locked40.9780
16Locked40.3750
17Locked40.9760
18Locked40.9590
19Locked40.9590
20Locked40.9590
21Locked40.3530
22Locked40.3400
23Locked40.9430
24Locked40.9610

 

Here's the Upstrea

Upstream bonded channels

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

13659997340.3512064 qam9
23010000039.8512064 qam10
34960001041.3512064 qam7
44310000040.5512064 qam8
52359993239.5512064 qam11



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0010
4ATDMA0000
5ATDMA0010