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htatla
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Message 1 of 14
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Broadband keeps cutting out

I’m having dropout trouble with my Broadband which keeps on cutting out since “Lockdown 2” started - so around Nov time 

My internet connection will cut out/reconnect and repeat this cycle every 5-10min depending on how bad it’s behaving. On the Superhub router - the green WiFi logo will appear solid once down, and then flicker randomly until it’s back up, usually within a few mins. 

Streaming videos becomes effected which you have to go back and play again after each dropout. WFH is severely effected for me now with video calls cutting out every few mins so this is the main frustration and issue. 

i have read some posts about creating a “network monitor” which I have just done - I also need to test on Ethernet to see if it’s WIFi related or not 

i have had 4 x engineers out to the property since Nov and no fix as yet. They changed some wiring and some connectors, tinker with the hub etc to no avail so I think it’s not an issue in my property but at the box or further upstream

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jbrennand
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Message 2 of 14
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Re: Broadband keeps cutting out

You say you have a "Superhub" is that an SH1/2/2ac? Or do you mean a Hub3/Hub4?

Do test on an ethernet connection and report back. It may be just a wifi issue or something your BQM might reveal - post up a link to the "share live graph" once its running.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
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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htatla
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Message 3 of 14
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Re: Broadband keeps cutting out

Hi i have a Superhub 3 

Yes will try Ethernet and report back - will try streaming a video on the V6 box the next time it happens as this is Ethernet hard-wired

Links to my BQM (just under 24hrs as of writing)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f60d826156eff1c0bc4ca111518fd8057a5ec1d2


 Live graph if html is allowed 😉

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/f60d826156eff1c0bc4ca111518fd8057a5ec1d2"><img alt="My Broadband Ping - VM Broadband monitor" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/f60d826156eff1c0bc4ca111518fd8057a5ec1d2.png" /></a>

 

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htatla
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Message 4 of 14
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Re: Broadband keeps cutting out

Just had a dropout while streaming a movie at 12:20am - hope this helps for checking my BQM

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gary_dexter
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Message 5 of 14
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Re: Broadband keeps cutting out

Nothing on the BQM no


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If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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htatla
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Message 6 of 14
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Re: Broadband keeps cutting out

Yesterday was faultless (30/12) but from 1pm today (31/12) it’s now cutting out every 5mins like clockwork 

appreciate any help

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MikeRobbo
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Message 7 of 14
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Re: Broadband keeps cutting out

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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htatla
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Message 8 of 14
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Re: Broadband keeps cutting out

sure thank you :-

Downstream bonded channels

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

14350000003.237256 qam4
24110000003.737256 qam1
34190000003.737256 qam2
44270000003.537256 qam3
54430000003.438256 qam5
64510000003.737256 qam6
74590000003.537256 qam7
84670000003.437256 qam8
94750000003.538256 qam9
104830000003.538256 qam10
114910000002.737256 qam11
12499000000337256 qam12
13507000000337256 qam13
145150000002.737256 qam14
15523000000337256 qam15
165310000003.238256 qam16
17539000000337256 qam17
185470000002.537256 qam18
195550000003.237256 qam19
205630000003.237256 qam20
21571000000337256 qam21
225790000003.237256 qam22
235870000003.437256 qam23
245950000002.737256 qam24


Downstream bonded channels

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

1Locked37.66020
2Locked37.65730
3Locked37.660714
4Locked37.65120
5Locked38.65740
6Locked37.66220
7Locked37.679014
8Locked37.67280
9Locked38.68740
10Locked38.68470
11Locked37.313520
12Locked37.614750
13Locked37.616150
14Locked37.618850
15Locked37.616500
16Locked38.616050
17Locked37.624310
18Locked37.629200
19Locked37.625000
20Locked37.630280
21Locked37.631700
22Locked37.637100
23Locked37.6350013
24Locked37.641340

================================

Upstream bonded channels

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

16030000044512064 qam1
23940000044512064 qam4
34620000044512064 qam3
45369999344512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0010
3ATDMA0030
4ATDMA0010

 

================================

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
A,.iyewrkldJKDHSUBsgvca69

 

Primary Downstream Service Flow

SFID10986
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0

 

Primary Upstream Service Flow

SFID10985
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort


================================

Network Log

Time Priority Description

31/12/2020 13:43:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 06:40:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 18:07:33noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 18:07:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 23:48:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 00:39:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 21:27:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:07:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 17:58:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 21:32:35noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 21:32:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 13:12:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 17:51:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 17:51:9Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 17:48:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 16:21:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 13:21:35noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 13:21:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2020 01:15:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 16:14:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


================================

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htatla
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Message 9 of 14
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Re: Broadband keeps cutting out

thanks as below - hope this helps!

Downstream bonded channels

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

14350000003.237256 qam4
24110000003.537256 qam1
34190000003.737256 qam2
44270000003.437256 qam3
54430000003.438256 qam5
64510000003.737256 qam6
74590000003.537256 qam7
84670000003.437256 qam8
94750000003.538256 qam9
104830000003.438256 qam10
114910000002.737256 qam11
12499000000337256 qam12
13507000000337256 qam13
145150000002.737256 qam14
15523000000337256 qam15
165310000003.238256 qam16
175390000002.937256 qam17
185470000002.537256 qam18
19555000000337256 qam19
205630000003.237256 qam20
21571000000337256 qam21
22579000000337256 qam22
235870000003.437256 qam23
245950000002.737256 qam24



Downstream bonded channels

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

1Locked37.66050
2Locked37.65780
3Locked37.361114
4Locked37.35170
5Locked38.65780
6Locked37.66270
7Locked37.679514
8Locked37.67300
9Locked38.68830
10Locked38.68510
11Locked37.313580
12Locked37.614860
13Locked37.616230
14Locked37.618890
15Locked37.616590
16Locked38.616160
17Locked37.624440
18Locked37.629340
19Locked37.625230
20Locked37.630430
21Locked37.631850
22Locked37.337400
23Locked37.6352413
24Locked37.34155

0

 

Upstream bonded channels

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

16030000044512064 qam1
23940000044512064 qam4
34620000044512064 qam3
45369999344512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0010
3ATDMA0030
4ATDMA001

0

 

 

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htatla
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Message 10 of 14
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Re: Broadband keeps cutting out

and the rest ...

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
A,.iyewrkldJKDHSUBsgvca69



Primary Downstream Service Flow

SFID10986
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID10985
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling Type

BestEffort

 

Network Log

Time Priority Description

31/12/2020 13:43:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 06:40:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 18:07:33noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 18:07:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 23:48:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 00:39:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 21:27:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:07:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 17:58:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 21:32:35noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 21:32:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 13:12:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 17:51:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 17:51:9Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 17:48:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 16:21:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 13:21:35noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 13:21:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2020 01:15:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 16:14:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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