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NMGrey
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Connection Dropping Intermittently but regularly

Connection drops for all devices. Outbound traffic drops before inbound traffic, on VOIP I can usually hear the person I am on a call with for 4-5 seconds as they try to tell me they cannot hear me. Then internet will drop completely.

This happens across multiple devices (computers, iPads, iPhones) on both wired and wireless connections. It happens on devices wired to the hub as well as wireless devices.

This happens at all hours of the day. I have woken up without internet, gone to bed without internet, lost internet at various points throughout the day at any hour.

Frequency, is between 1-3 times per day. Sometimes yellowy-white light is stable throughout, sometimes some lights will start flashing green, sometimes will get a red light

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NMGrey
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Re: Connection Dropping Intermittently but regularly

Downstream bonded channels

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

14027500008.540256 qam25
21867500009.540256 qam7
31947500009.340256 qam8
42027500008.940256 qam9
52107500008.640256 qam10
62187500008.440256 qam11
72267500008.840256 qam12
82347500009.140256 qam13
92427500009.340256 qam14
102507500009.440256 qam15
112587500009.540256 qam16
122667500009.640256 qam17
132747500009.840256 qam18
142827500001040256 qam19
1529075000010.140256 qam20
1629875000010.540256 qam21
1730675000010.440256 qam22
183147500009.840256 qam23
19322750000940256 qam24
204107500008.540256 qam26
214187500008.540256 qam27
224267500008.940256 qam28
234347500008.840256 qam29
244427500008.540256 qam30



Downstream bonded channels

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

1Locked40.38891576
2Locked40.98001794
3Locked40.38691770
4Locked40.38151925
5Locked40.38931697
6Locked40.38751701
7Locked40.38461990
8Locked40.38411807
9Locked40.97971682
10Locked40.38511952
11Locked40.37681947
12Locked40.39481636
13Locked40.98601844
14Locked40.38631749
15Locked40.39161724
16Locked40.99061776
17Locked40.38551758
18Locked40.98171984
19Locked40.99011830
20Locked40.39181527
21Locked40.38851554
22Locked40.39381450
23Locked40.38861422
24Locked40.99081474



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NMGrey
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Re: Connection Dropping Intermittently but regularly

Upstream bonded channels

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

13940000038.3512064 qam6
22580000037.5512064 qam8
34620000038.3512064 qam5
43260000037.8512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

16/01/2021 16:06:54Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:38:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:31:14criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:29:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:30criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:30criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:7criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:27:7criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 13:26:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 19:10:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 19:00:58criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:57:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:56:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:55:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:53:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:52:37criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:50:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:48:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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gary_dexter
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Re: Connection Dropping Intermittently but regularly

Some of your downstream levels are too high and there’s noise on the line indicated by the Post-RS errors. 

You’ll likely need an engineer. 


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Lisa_CC
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Re: Connection Dropping Intermittently but regularly

A warm welcome to our Community Forum NMGrey and sorry about the internet connection problems you're facing. I've had a look at your details using the information we have on here and can see that you've spoken to an agent who has arranged for an engineer to take a look at your connection. Please wait for the visit and let us know how it goes.

 

Thanks,

 

Lisa

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tomcoll
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Re: Connection Dropping Intermittently but regularly

Hi Lisa, I have exactly the same issue as NMGrey, I have been intermittently losing connection since Christmas. I have tried calling an engineer but it keeps telling me after it runs the automated tests on the phone that it looks like my hub needs restarting then hangs up.

It even tells me this when the internet is currently working...

It's a bit frustrating, any idea how I can actually get to talk to someone to arrange an engineer please?

Thanks

 

 

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Lisa_CC
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Re: Connection Dropping Intermittently but regularly

Sorry you're having problems too tomcoll. Can you give us more detail about your own issue to help us with diagnostics? I've managed to take a peek at your network details using the information from here but cannot find any issues with the downstream or upstream channels and everything is well within range.

 

However I can see some missing data which isn't normal. I've arranged for a replacement Hub to be sent out to you to see if it helps and it can take up to 5 days to arrive. Please activate it and let us know how it goes as this is a strange one with the "bits" missing and it could be the Hub not reporting to us properly or something else we need to look at on our end.

 

Thanks,

 

Lisa

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tomcoll
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Re: Connection Dropping Intermittently but regularly

Thanks for getting back to me so quickly, that's great I will definitely try the new hub.

I haven't had any issues today, last time I noticed the connection drop was Friday afternoon. Next time it happens I will log on to the hub and report the details. I have tried the service status check when it has been down and that all reports OK, which seems weird. 

Thanks again for your help, I'll let you know as soon as I have more info.

 

Tom

 

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gary_dexter
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Re: Connection Dropping Intermittently but regularly


@tomcoll wrote:

Thanks for getting back to me so quickly, that's great I will definitely try the new hub.

I haven't had any issues today, last time I noticed the connection drop was Friday afternoon. Next time it happens I will log on to the hub and report the details. I have tried the service status check when it has been down and that all reports OK, which seems weird. 

Thanks again for your help, I'll let you know as soon as I have more info.

 

Tom

 


What’s actually dropping though? Wired or wireless connections?


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tomcoll
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Re: Connection Dropping Intermittently but regularly

Both wired and wireless.

Thanks

Tom

 

 

 

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