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Constant Intermittent Outages - Area 01 (webpages time out)

Hi,

Internet keeps cutting out randomly across all devices (Ethernet and WiFi). With that said, sometimes the internet completely disconnects (different lights flash on hub), other times, the router stays connected but devices are unable to load webpages i.e. they just time out, and them magically works again 5,10, 30 mins later. Happens several times a day randomly. The speed of the service is perfectly fine, the issue is the reliability of the connection. 

Not sure how you can charge what you do for such a garbage service. The issue has been happening for around 2 months now.

I am pretty sure it's the area that is having issues, I have friends who live in the same area, they have the same problems. 

Before you ask, it is not my hardware (I am running SuperHub in Moden Mode with an
ROG Rapture GT-AX1100), it is your service. Every time I have an issue, I go on Down Detector/Twitter, low and behold it shows a spike in registered complaints at the exact time I am having issues, cutouts with the internet. 

Do you answer the phone over there? No. Sort it out, please. Put a tent over VirginMedia, and you have yourself a circus. 

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Message 2 of 15
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Re: Constant Intermittent Outages - Area 01 (webpages time out)

Which Hub do you have ?

What is your contracted speed ?

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Message 3 of 15
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Re: Constant Intermittent Outages - Area 01 (webpages time out)

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: Constant Intermittent Outages - Area 01 (webpages time out)

What you requested is below.

Additionally, I spoke to VM on the phone, after waiting an hour for them to answer I finally got through, only to be told that the issue I was having is due to COVID (isn't it nice when everything can be blamed on a virus), and the extra number of people using the internet from home. I was basically told to deal with it and that there was nothing they could do :0, while I carry on paying the same price for a service that isn't working. Nice customer support, NOT. I hope this avenue offers better results.   

1. I have a SuperHub 3 in Modem Mode connected to an Asus ROG Rapture GT-AX1100 router.

2. The package I am on is M350 Fibre Broadband, I am receiving the correct speed, if not slightly more. No issue with that side of things. 

My BQM  

 

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Re: Constant Intermittent Outages - Area 01 (webpages time out)

Downstream:

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

387000000

2.5

40

256 qam

32

2

203000000

5.3

40

256 qam

9

3

211000000

5

40

256 qam

10

4

219000000

5

40

256 qam

11

5

227000000

5

37

256 qam

12

6

235000000

5

40

256 qam

13

7

243000000

4.8

38

256 qam

14

8

251000000

4.5

40

256 qam

15

9

259000000

4.1

38

256 qam

16

10

267000000

4

40

256 qam

17

11

275000000

3.5

40

256 qam

18

12

283000000

3.5

40

256 qam

19

13

291000000

3.5

38

256 qam

20

14

299000000

4.3

38

256 qam

21

15

307000000

4

38

256 qam

22

16

315000000

4.1

38

256 qam

23

17

323000000

4

40

256 qam

24

18

331000000

3.7

40

256 qam

25

19

339000000

3.7

38

256 qam

26

20

347000000

3

38

256 qam

27

21

355000000

2.9

38

256 qam

28

22

363000000

2.4

38

256 qam

29

23

371000000

2.9

38

256 qam

30

24

379000000

2.5

40

256 qam

31

 

Downstream bonded channels:

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

10093

1056

2

Locked

40.9

141290

29524

3

Locked

40.3

49666

28253

4

Locked

40.9

43865

22838

5

Locked

37.6

1207677

1550128

6

Locked

40.9

52659

23695

7

Locked

38.9

46390

25626

8

Locked

40.3

37063

20838

9

Locked

38.6

38374

19517

10

Locked

40.9

39740

19363

11

Locked

40.3

37816

17127

12

Locked

40.9

33544

15352

13

Locked

38.9

31457

10255

14

Locked

38.9

34069

6809

15

Locked

38.9

30314

3819

16

Locked

38.9

32981

4295

17

Locked

40.3

23879

3094

18

Locked

40.9

22004

3281

19

Locked

38.9

17030

2470

20

Locked

38.9

23468

3453

21

Locked

38.6

17218

2032

22

Locked

38.9

21480

2517

23

Locked

38.6

12384

1313

24

Locked

40.3

14582

1532

 

 

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Re: Constant Intermittent Outages - Area 01 (webpages time out)

Upstream:

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700036

46.3

5120

64 qam

2

2

39400036

46.5

5120

64 qam

4

3

46200036

46.3

5120

64 qam

3

4

60300004

48.5

5120

64 qam

1

 

Upstream bonded channels:

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

1

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

2

0

 

General Configuration:

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

UBsgvca69834ncxv9873254k;

 

Primary Downstream Service Flow:

SFID

9326

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow:

SFID

9325

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

Network Log:

Time

Priority

Description

20/11/2020 17:02:8

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/11/2020 02:46:30

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/11/2020 02:46:30

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/11/2020 16:43:51

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/11/2020 16:43:17

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/11/2020 16:43:16

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/11/2020 16:43:1

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/11/2020 16:43:0

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/11/2020 16:40:35

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/11/2020 16:40:29

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/11/2020 16:39:2

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/11/2020 09:33:56

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/11/2020 09:21:49

critical

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=3.0;

17/11/2020 09:19:53

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/11/2020 09:19:53

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/11/2020 19:58:24

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/11/2020 19:58:24

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/11/2020 18:20:42

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/11/2020 07:58:24

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/11/2020 07:58:24

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 7 of 15
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Re: Constant Intermittent Outages - Area 01 (webpages time out)

Your >> BQM << will take a few more hours fort any kind of trend to become visible.

Your Pre & Post RS Error counts are very high.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check the counts again in an hour or so.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: Constant Intermittent Outages - Area 01 (webpages time out)

Untitled.png

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Re: Constant Intermittent Outages - Area 01 (webpages time out)

Your >> BQM <<  is looking good, how is the connection ?

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: Constant Intermittent Outages - Area 01 (webpages time out)

Web pages keep not loading properly/crashing at random times on all devices connected to the internet. There are problems still. I attached an image in the previous message showing all three days of the BQM, it doesn't seem to be loading though?

 

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