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baldyslaphead59
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Connection drops, twice a day at least!

I have a hub3 router, and everyday without fail the connection drops at least twice a day.

This has been happening for the past 3/4 weeks and although work was recently planned, and carried out in my area, the problem is still happening. I was hoping the planned work was the solution, but apparently not the case.

I have recently pin reset the router, hoping that might resolve the issue, but to no avail.

The router has not been moved from its "home" for months, and nothing new has been installed near it, so that is unlikely to be the issue.

Once I switch the router off, and back on again, the wi-fi comes back, only for the problem to re-surface again later in the day/the following day

Any ideas what the issue may be?

 

 

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Tudor
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Re: Connection drops, twice a day at least!

Check with Area faults on  0800 561 0061 or if you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111 or if you have a VM landline 150


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Corey_C
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Re: Connection drops, twice a day at least!

Thanks for your post and welcome to the Community Forums, baldyslaphead59,


Sorry to hear that you have been having connection issues. How has things been since your post? Is this on wired or wireless connections?
I have run a remote diagnostic and have not been able to identify any issues with your connection.
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.


Cheers,
Corey C

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baldyslaphead59
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Re: Connection drops, twice a day at least!

Thanks for the response Corey, but nothing has changed.

Usually two reboots a day, sometimes 3, which when working from home is not going down well with my employer.

Please find attached screenshots detailing the dropouts, which I have been taking for the last 3 days, including today, as you can see, another dropout moments ago.

Accompanying these is the result of a test I have just run via the earlier link provided in Coreys response, detailing there is an issue.

24 10 2021.png25 10 2021.png26 10 2021.png

IntermittentSignal 26 10 2021.png

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newapollo
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Re: Connection drops, twice a day at least!

Hi @baldyslaphead59 

Sorry but I've had to reject your BQM's as per forum rules as they contained your IP address.

Please can you remove your IP address in the photos and then post them again?

Also if possible set up a live link to your BQM, doing that will automatically obscure your IP address.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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baldyslaphead59
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Re: Connection drops, twice a day at least!

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newapollo
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Re: Connection drops, twice a day at least!

Hi again,

Thanks for that @baldyslaphead59  sorry to mess you about.

That link works and it's obscured your IP address 😀

EDIT - it is no longer working, looks like when you tidied it up it missed part of the URL.

When you click on (Share Live Graph) copying  the text in the Direct Link box (select all) makes it easier for the forum guru's to click on and see what's happening.

It would also be really useful for them to see your stats since the Forum Staff ran diagnostics and didn't see any faults. I could certainly see issues in the BQM.

You should post your router stats here for the learned members to check what the problem is and offer assistance.

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.

Don't login, instead below there click on Check Router Status

From the Router Status” page copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 

Pictures aren't any use as they will show your MAC address, but if you copy paste them the forum automatically obscures the MAC addresses.

You may see an error when posting some of the logs, just ignore that and press Post again.  It will probably need 2 posts for all the info, possibly 3.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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baldyslaphead59
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Re: Connection drops, twice a day at least!

Downstream bonded channels

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

1330750000338256 qam25
22027500003.240256 qam9
32107500003.240256 qam10
42187500003.240256 qam11
52267500003.240256 qam12
62347500003.240256 qam13
72427500002.940256 qam14
82507500002.740256 qam15
92587500002.740256 qam16
102667500002.738256 qam17
11274750000340256 qam18
12282750000340256 qam19
132907500003.238256 qam20
14298750000338256 qam21
153067500003.240256 qam22
163147500003.240256 qam23
173227500003.238256 qam24
183387500002.940256 qam26
193467500002.940256 qam27
203547500003.240256 qam28
21362750000340256 qam29
22370750000338256 qam30
233787500002.938256 qam31
24386750000340256 qam32



Downstream bonded channels

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

1Locked38.950
2Locked40.340
3Locked40.360
4Locked40.340
5Locked40.340
6Locked40.350
7Locked40.360
8Locked40.300
9Locked40.330
10Locked38.970
11Locked40.360
12Locked40.350
13Locked38.950
14Locked38.960
15Locked40.940
16Locked40.360
17Locked38.960
18Locked40.950
19Locked40.350
20Locked40.350
21Locked40.340
22Locked38.960
23Locked38.950
24Locked40.300
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baldyslaphead59
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Re: Connection drops, twice a day at least!

Upstream bonded channels

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

13260000029512064 qam5
23940000229512064 qam4
34620002129512064 qam3
45369992529512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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baldyslaphead59
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Re: Connection drops, twice a day at least!

Network Log

Time Priority Description

26/10/2021 18:14:3noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 20:14:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 12:28:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 02:14:30noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 00:08:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 22:12:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 21:05:9noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:39:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:38:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:45:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 19:25:54noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 18:54:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 18:54:43Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 18:54:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 16:10:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 13:41:27noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 11:20:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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