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Singh619
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Message 1 of 48
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Connection dropping out intermittently

Hi, my VM connection keeps dropping out intermittently, I've run the diagnostics which shows service is fine in the area, and all it does is reboot my router.

I've rebooted my router and hard-reset it with the pin, but issue still present.

Called up customer services, who told me to reset the router, then do a hard-reset. Then said they will call me back next week to see on the issue? 

Is there any team that could actually sort this out, rather than just a services of reboots and resets, and waiting around for days on end?

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lotharmat
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Message 2 of 48
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Re: Connection dropping out intermittently

Let's have a look:

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (you will likely need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Singh619
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Re: Connection dropping out intermittently

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 1.7 40 256 qam 1
2 147000000 2 40 256 qam 2
3 155000000 1.7 40 256 qam 3
4 163000000 1 40 256 qam 4
5 171000000 1 40 256 qam 5
6 179000000 0.4 40 256 qam 6
7 187000000 0.2 40 256 qam 7
8 195000000 -0.4 40 256 qam 8
9 203000000 -0.7 40 256 qam 9
10 211000000 -1 40 256 qam 10
11 219000000 -1.2 40 256 qam 11
12 227000000 -1.7 38 256 qam 12
13 235000000 -1.9 40 256 qam 13
14 243000000 -1.7 40 256 qam 14
15 251000000 -2.5 40 256 qam 15
16 259000000 -2 40 256 qam 16
17 267000000 -2.2 40 256 qam 17
18 275000000 -2.4 40 256 qam 18
19 283000000 -2.5 40 256 qam 19
20 291000000 -2.7 38 256 qam 20
21 299000000 -2.5 40 256 qam 21
22 307000000 -2.7 40 256 qam 22
23 315000000 -2.7 38 256 qam 23
24 323000000 -3 38 256 qam 24



Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 31 378
2 Locked 40.3 18 208
3 Locked 40.3 35 199
4 Locked 40.3 25 211
5 Locked 40.3 31 226
6 Locked 40.9 9 137
7 Locked 40.9 28 174
8 Locked 40.9 16 222
9 Locked 40.3 14 172
10 Locked 40.3 13 197
11 Locked 40.3 24 175
12 Locked 38.9 12 174
13 Locked 40.3 13 155
14 Locked 40.9 12 158
15 Locked 40.3 8 19
16 Locked 40.9 15 189
17 Locked 40.3 17 39
18 Locked 40.3 14 24
19 Locked 40.3 14 11
20 Locked 38.9 28 186
21 Locked 40.9 18 16
22 Locked 40.3 17 25
23 Locked 38.9 24 124
24 Locked 38.9 29 19




Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 50.8 5120 64 qam 5
2 39400000 51 5120 64 qam 4
3 46200000 51 5120 64 qam 3
4 25800000 51 5120 64 qam 6



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


General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm



Primary Downstream Service Flow
SFID 100484
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0



Primary Upstream Service Flow
SFID 100483
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


Network Log
Time Priority Description
14/09/2021 11:35:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 11:31:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 11:15:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 10:59:12 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 06:52:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 06:36:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 00:05:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 19:41:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 18:48:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 18:48:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:18:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 13:18:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 07:33:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 06:57:9 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 03:52:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 03:20:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 01:00:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 20:15:51 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 20:15:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 4 of 48
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Re: Connection dropping out intermittently

Your upstream power is too high!

VM would need to book a tech visit to sort this out!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Singh619
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Message 5 of 48
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Re: Connection dropping out intermittently

Hi thanks for the quick reply. how do I get them to get an engineer to sort it out? I've tried the phone number multiple times and they just keep saying theres no faults and to restart my router with a pin in the back for a hard-reset.

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jbrennand
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Message 6 of 48
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Re: Connection dropping out intermittently

A VM person will respond here in a day or two. The Up powers are high and there are some PostRS errors and T3's too - so while waiting 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 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 T3's have all reset to 0. See if the Up power levels are still high too. Then check every hour or so to see if the errors start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort - and adjust the Up power levels

--------------------
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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Singh619
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Message 7 of 48
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Re: Connection dropping out intermittently

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Re: Connection dropping out intermittently

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lotharmat
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Message 9 of 48
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Re: Connection dropping out intermittently

I can see that starting to build - Including the drop out at the very beginning!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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jbrennand
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Message 10 of 48
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Re: Connection dropping out intermittently

And what are the Hub stats showing now after the 5' switch off yesterday?

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