Connection dropping

[MM2017]

All day broadband keeps dropping. Rebooted, reset router, many times, connects for 20min or less and drops out. VM says nothing there side, hub diagnostic says home network problems. End of my tether .. ready to leave 

[MM2017]

Please can someone help, in all the 24 years with VM I have never felt so frustrated, I don't understand why I would have connection every time I rebooted router for 15-20 mins and then lose connection, what can I do???

[jbrennand]

For starters... Can you Check first for any “known network faults - Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.
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Then, are the 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 to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

Finally, hat 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?

[dingle2k3]

Im actually having this exact same issue, started at about 1am yesterday and has been like this since.

Checked the website which shows no issues, called support 3 times today. First call the remotely turned the hub off and on (as if i hadn't already tried that) and told me to call back if the connection dropped again. So i did, second time they had me do a pin reset of the hub and then same thing call back if it happens again. Third time i called i was told i needed to "monitor the situation" for 24 hours and call back if it was still a problem after that, im not sure what they were expecting to happen in that 24 hours. Maybe the magic internet fairies would solve the problem.

Anyway, i setup Broadband montioring and it show the below since i started it running. The temporary green periods of activity is where i tried to reboot the hub again hopeful of the situation changing. 

Not really sure where to go from here, VM seem reluctant to accept theres an issue. 

[jbrennand]

start your own thread

[MM2017]

Thank you so much for replying. No faults and VM have said they cannot see anything wrong their side. Spoke with them 3 times yesterday followed all their instructions.

WiFi and ethernet at the moment I have internet, rebooted for fifth time since 4am, connection lasts approx 20 mins and I have to reboot again. All ethernet says no connection. HUB 5.

 

[jbrennand]

Can you do this...
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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) (DONT click these links) - and hit return.
Login on the first page up and 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 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). If character limits are “exceeded” - just do two posts
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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

[MM2017]

•  bonded channels

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

1	331000000	6.6	41	QAM 256	25
2	139000000	6.9	40	QAM 256	1
3	147000000	6.9	40	QAM 256	2
4	155000000	6.7	40	QAM 256	3
5	163000000	6.4	40	QAM 256	4
6	171000000	6.4	40	QAM 256	5
7	179000000	6.4	40	QAM 256	6
8	187000000	6.6	40	QAM 256	7
9	195000000	6.8	40	QAM 256	8
10	203000000	6.8	40	QAM 256	9
11	211000000	7	40	QAM 256	10
12	219000000	7.1	40	QAM 256	11
13	227000000	7.1	40	QAM 256	12
14	235000000	6.9	40	QAM 256	13
15	243000000	6.9	40	QAM 256	14
16	251000000	6.9	40	QAM 256	15
17	259000000	7	41	QAM 256	16
18	267000000	7	41	QAM 256	17
19	275000000	6.9	41	QAM 256	18
20	283000000	6.8	41	QAM 256	19
21	291000000	7	41	QAM 256	20
22	299000000	7.1	41	QAM 256	21
23	307000000	7	41	QAM 256	22
24	315000000	6.9	41	QAM 256	23
25	323000000	6.8	41	QAM 256	24
26	339000000	6.9	40	QAM 256	26
27	347000000	6.7	41	QAM 256	27
28	355000000	7	41	QAM 256	28
29	363000000	7.1	41	QAM 256	29
30	371000000	7.1	41	QAM 256	30
31	379000000	7	41	QAM 256	31

Downstream bonded channels

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

1	Locked	41	0	0
2	Locked	40	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	40	0	0
8	Locked	40	0	0
9	Locked	40	0	0
10	Locked	40	0	0
11	Locked	40	0	0
12	Locked	40	0	0
13	Locked	40	0	0
14	Locked	40	0	0
15	Locked	40	0	0
16	Locked	40	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	41	0	0
20	Locked	41	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	41	0	0
24	Locked	41	0	0
25	Locked	41	0	0
26	Locked	40	0	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	41	0	0
30	Locked	41	0	0
31	Locked	41	0	0

[MM2017]

Upstream bonded channels

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

0	49600000	46	5120	QAM 64	1
1	43100000	45.5	5120	QAM 64	2
2	36600000	45.3	5120	QAM 64	3
3	30100000	45	5120	QAM 64	4
4	23600000	44.5	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[MM2017]

etwork Log

Time Priority Description

26-02-2023 15:30:57	notice	REGISTRATION COMPLETE - Waiting for Operational status
26-02-2023 15:30:52	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 15:30:52	warning	Dynamic Range Window violation
26-02-2023 15:30:51	warning	Dynamic Range Window violation
26-02-2023 15:30:51	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 15:30:51	warning	Dynamic Range Window violation
26-02-2023 15:30:51	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 15:30:51	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 15:30:51	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 15:30:51	warning	Dynamic Range Window violation
26-02-2023 15:30:51	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
26-02-2023 15:30:51	warning	Dynamic Range Window violation
26-02-2023 15:30:51	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=ed;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 15:30:51	warning	Dynamic Range Window violation
26-02-2023 15:30:46	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 15:30:34	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 15:30:31	notice	Honoring MDD; IP provisioning mode = IPv4
26-02-2023 15:30:22	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 15:30:11	critical	Cable Modem Reboot due to power button reset
26-02-2023 12:35:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
26-02-2023 12:35:06	critical	Cable Modem Reboot due to power button reset
26-02-2023 11:36:03	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 11:35:51	critical	Cable Modem Reboot due to power button reset
26-02-2023 10:06:54	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
26-02-2023 10:06:42	critical	Cable Modem Reboot due to power button reset
26-02-2023 09:39:56	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 09:39:44	critical	Cable Modem Reboot due to power button reset
26-02-2023 09:15:47	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
26-02-2023 09:15:35	critical	Cable Modem Reboot due to power button reset
26-02-2023 08:59:09	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 08:58:57	critical	Cable Modem Reboot due to power button reset
26-02-2023 08:41:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1