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Constant Drops In Internet

AnonymousZC
Tuning in

For the past few weeks, I have been having constant drops in the internet. Anything wired or wireless drops for roughly 10 seconds, disconnecting me from anything that I can connected to.

My router is in modem mode and connected wired to a Deco XE75.

My BMQ is 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/45571fbf297fac72098385ddd8478669ed...


My router status is;

Cable Modem Status
Item Status Comments
Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
31
5
DOCSIS 3.1 channels
1
1


3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 411000000 2.700001 38.605377 QAM256 1
2 419000000 2.599998 38.605377 QAM256 2
3 427000000 2.599998 38.605377 QAM256 3
4 435000000 2.599998 38.983261 QAM256 4
5 443000000 2.500000 38.983261 QAM256 5
6 451000000 2.700001 38.983261 QAM256 6
7 459000000 2.400002 38.983261 QAM256 7
8 467000000 2.500000 38.605377 QAM256 8
9 475000000 2.400002 38.605377 QAM256 9
10 483000000 2.799999 38.605377 QAM256 10
11 491000000 3.099998 38.605377 QAM256 11
12 499000000 3.299999 38.983261 QAM256 12
13 507000000 3.200001 38.983261 QAM256 13
14 515000000 3.200001 38.605377 QAM256 14
15 523000000 3.299999 38.605377 QAM256 15
16 531000000 3.299999 38.605377 QAM256 16
17 539000000 3.200001 38.983261 QAM256 17
18 547000000 3.400002 38.605377 QAM256 18
19 555000000 3.500000 38.605377 QAM256 19
20 563000000 3.700001 38.605377 QAM256 20
21 571000000 3.599998 38.983261 QAM256 21
22 579000000 3.500000 38.983261 QAM256 22
23 587000000 3.500000 38.605377 QAM256 23
24 595000000 3.299999 38.983261 QAM256 24
25 603000000 3.400002 38.605377 QAM256 25
26 611000000 3.400002 38.983261 QAM256 26
27 619000000 3.400002 38.605377 QAM256 27
28 627000000 3.400002 38.983261 QAM256 28
29 635000000 3.500000 38.983261 QAM256 29
30 643000000 3.400002 38.983261 QAM256 30
31 651000000 3.500000 38.983261 QAM256 31

 

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.605377 0 0
2 Locked 38.605377 0 0
3 Locked 38.605377 0 0
4 Locked 38.983261 0 0
5 Locked 38.983261 0 0
6 Locked 38.983261 0 0
7 Locked 38.983261 0 0
8 Locked 38.605377 0 0
9 Locked 38.605377 0 0
10 Locked 38.605377 0 0
11 Locked 38.605377 0 0
12 Locked 38.983261 0 0
13 Locked 38.983261 0 0
14 Locked 38.605377 0 0
15 Locked 38.605377 0 0
16 Locked 38.605377 0 0
17 Locked 38.983261 0 0
18 Locked 38.605377 0 0
19 Locked 38.605377 0 0
20 Locked 38.605377 0 0
21 Locked 38.983261 0 0
22 Locked 38.983261 0 0
23 Locked 38.605377 0 0
24 Locked 38.983261 0 0
25 Locked 38.605377 0 0
26 Locked 38.983261 0 0
27 Locked 38.605377 0 0
28 Locked 38.983261 0 0
29 Locked 38.983261 0 0
30 Locked 38.983261 0 0
31 Locked 38.983261 0 0

 

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1840 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 41 1.7 1759204553 582
 

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 43100000 47.520599 5120 KSym/sec 64QAM 10
2 23600000 47.020599 5120 KSym/sec 32QAM 13
3 30100000 47.520599 5120 KSym/sec 64QAM 12
4 36600000 47.520599 5120 KSym/sec 64QAM 11
5 49600000 47.520599 5120 KSym/sec 64QAM 9

 

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_ATDMA 0 0 0 0
2 US_TYPE_ATDMA 0 0 0 0
3 US_TYPE_ATDMA 0 0 0 0
4 US_TYPE_ATDMA 0 0 0 0
5 US_TYPE_ATDMA 0 0 0 0

 

3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
14 10.0 32.5 2K QAM32


3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
14 OFDMA 200 53.9 0 0
 

Network Log
Time Priority Description
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 6 US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 6 US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
16 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 6 US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 6 US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 6 US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 6 US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 6 US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 6 US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 6 US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 6 US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr
15 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 


Thanks for any help.

1 ACCEPTED SOLUTION

Accepted Solutions

From that BQm and the uncorrectables on the 3.1 D/S and the 32QAM on the 3.2 U/S - I'd wager that you need a tech visit!

Hang tight for VM staff to get to this! - They'll be able to sort it out!



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

See where this Helpful Answer was posted

8 REPLIES 8

From that BQm and the uncorrectables on the 3.1 D/S and the 32QAM on the 3.2 U/S - I'd wager that you need a tech visit!

Hang tight for VM staff to get to this! - They'll be able to sort it out!



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

Hey AnonymousZC,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection, as lotharmat advised, you will need a technician visit. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L
 

Thanks for confirming your details via private message AnonymousZC. 

I have arranged a technician appointment to resolve your current issues, this can be tracked via your online account. Please sign into My Virgin Media and you will see your appointments on your account dashboard. However, this can take up to 24 hours to be updated. You can also check your appointments via the 'My Virgin Media' app.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for.
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Kind Regards,
Steven_L

Thank you lotharmat! I now have an engineer scheduled to check it out.

What was the conclusion of the technician's visit?

My Broadband Ping - Virgin media gig1

AnonymousZC
Tuning in

They replaced my Hub 4 with the Hub 5. They mentioned that the Hub 4 has had a lot of issues, and didn't last long until they started replacing it with the Hub 5.

I've so far had no issues since it was replaced.

Ah good to know, thanks.

My Broadband Ping - Virgin media gig1