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callum8004
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Message 1 of 11
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Connection Dropout

About 8 to 10 times a day both my Wired and Wireless connections all freeze up and everything seems to either lag really bad or grind to a halt.

I have often reset the router with no improvement and I'm at a total loss on why this keeps happening - any suggestions? 

 

I am on VM100 and have a Hub 3.0

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jbrennand
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Re: Connection Dropout

Can you do this...
________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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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callum8004
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Re: Connection Dropout

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 155000000 8 37 256 qam 3
2 139000000 8.3 36 256 qam 1
3 147000000 8.3 36 256 qam 2
4 163000000 7.9 37 256 qam 4
5 171000000 8 37 256 qam 5
6 179000000 7.8 37 256 qam 6
7 187000000 7.8 37 256 qam 7
8 195000000 7.5 37 256 qam 8
9 203000000 7.4 37 256 qam 9
10 211000000 7 36 256 qam 10
11 219000000 7.1 37 256 qam 11
12 227000000 6.9 36 256 qam 12
13 235000000 7 36 256 qam 13
14 243000000 6.8 36 256 qam 14
15 251000000 6.5 37 256 qam 15
16 259000000 6.9 36 256 qam 16
17 267000000 7.4 37 256 qam 17
18 275000000 7.9 37 256 qam 18
19 283000000 8.5 37 256 qam 19
20 291000000 8.6 37 256 qam 20
21 299000000 9.8 37 256 qam 21
22 307000000 10.3 37 256 qam 22
23 315000000 10.6 38 256 qam 23
24 323000000 11 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 795 0
2 Locked 36.6 1571 0
3 Locked 36.6 1135 0
4 Locked 37.3 566 0
5 Locked 37.3 812 0
6 Locked 37.3 922 0
7 Locked 37.3 850 0
8 Locked 37.3 791 0
9 Locked 37.6 1032 0
10 Locked 36.6 1518 0
11 Locked 37.3 1923 0
12 Locked 36.6 2817 0
13 Locked 36.6 2998 0
14 Locked 36.6 3542 0
15 Locked 37.3 4211 0
16 Locked 36.6 3693 0
17 Locked 37.3 2768 0
18 Locked 37.3 2169 13
19 Locked 37.3 1795 0
20 Locked 37.6 1820 0
21 Locked 37.3 1428 0
22 Locked 37.6 805 0
23 Locked 38.6 673 0
24 Locked 38.9 1106 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400029 41.8 5120 64 qam 4
2 25800000 39.8 5120 64 qam 6
3 32600000 40.3 5120 64 qam 5
4 46200000 40.3 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 0 0

 

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callum8004
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Re: Connection Dropout

Network Log
Time Priority Description
13/02/2021 19:02:17 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 19:02:8 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 15:30:43 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 15:05:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 13:53:15 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 15:18:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 13:59:25 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 13:59:25 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 14:09:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 01:59:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 01:59:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 19:39:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 13:59:25 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 13:59:25 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:32:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 17:40:43 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 17:40:43 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 23:58:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 21:18:9 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 21:18:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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callum8004
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Message 5 of 11
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Re: Connection Dropout

Hi John

Posted above and the link to the TB Broadband monitor is here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/13e7a4b97c3be9d24f85fc6815cebb2d44...

Thanks for your help

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tehwolf
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Message 6 of 11
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Re: Connection Dropout

one or two issues within the stats/logs - power a little high on two channels (over 10) but would probably be considered to be within tolerance by VM.. handful of post-rs errors on one of the channels too, but i suspect unlikely to be the cause of the symptoms you're seeing.. 

the BQM needs to populate more, but the data that is in there so far doesn't paint a pretty picture - rather than jumping to conclusions though, let's see how it looks tomorrow. 

jbrennand
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Re: Connection Dropout

Lets see what BQM looks like with a full days data.

Meanwhile you down power levels are all very high - some are over the recommended maximum of +10dBmV. Whether that is causing your issues requires VM to test it.

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).

You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.

A VM person should pick this up here and respond, but it can take 5-10 days for them to get here.

--------------------
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.
callum8004
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Message 8 of 11
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Re: Connection Dropout

The chart has a lot more data but I'll be honest not too sure what I am looking at:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/13e7a4b97c3be9d24f85fc6815cebb2d44...

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jbrennand
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Message 9 of 11
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Re: Connection Dropout

Oh dear... that's looking like an over-utilisation issue - but might not be. I will flag for VM to take a look and come here to advise.

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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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Zak_M
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Re: Connection Dropout

Good morning @callum8004 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry that you have had some issues with your connection dropping. 

 

I am sorry to inform you that there is a high utilisation issues in the area, we are working hard on getting a fix for this. 

 

Kind regards,

Zak_M

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