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Constant broadband dropouts getting worse

Hi,

I have been having intermittent problems with frequent broadband dropouts that have been getting worse (longer and more frequent) over the past two weeks. Today they are nearly constant, with the router changing from flashing green internet and wifi lights to flashing white, stabilising and reconnecting for a while (between 5-10 mins), then dropping again. A call to VM said there was a problem in the area which is apparently now fixed but the router problems continue.

I have rebooted the router (super hub 3), but this had no effect. 

I managed to get into the router while the connection was working to download the status logs if it would be helpful to see these. 

As I'm working from home this is enormously frustrating. Any help appreciated. 

Thanks,

Natalie

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Re: Constant broadband dropouts getting worse

How are you connecting your device, Wi-Fi or ethernet cable ?

 

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

 

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 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.

Then

 

Can you please

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

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

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

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

Mike Robinson
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 broadband dropouts getting worse

Thanks for the quick response.

I am using Wifi, I've checked all physical connections, all are tight. I have checked service status and all appears fine.

As suggested: My BQM

Here are the logs, many thanks.

Downstream

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

427000000

12.8

38

256 qam

37

2

267000000

11.5

38

256 qam

17

3

275000000

11.5

38

256 qam

18

4

283000000

11.4

38

256 qam

19

5

291000000

11.6

38

256 qam

20

6

299000000

11.6

38

256 qam

21

7

307000000

11.6

38

256 qam

22

8

315000000

11.9

38

256 qam

23

9

323000000

12

38

256 qam

24

10

331000000

12.1

38

256 qam

25

11

339000000

12

38

256 qam

26

12

347000000

11.8

38

256 qam

27

13

355000000

11.8

38

256 qam

28

14

363000000

11.6

38

256 qam

29

15

371000000

12.1

38

256 qam

30

16

379000000

12

38

256 qam

31

17

387000000

12.3

38

256 qam

32

18

395000000

12.3

38

256 qam

33

19

403000000

12.5

38

256 qam

34

20

411000000

12.6

38

256 qam

35

21

419000000

12.6

38

256 qam

36

22

435000000

12.5

38

256 qam

38

23

443000000

12.5

38

256 qam

39

24

451000000

12.5

38

256 qam

40




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

5

0

2

Locked

38.6

0

0

3

Locked

38.6

5

0

4

Locked

38.6

0

0

5

Locked

38.9

0

0

6

Locked

38.6

5

0

7

Locked

38.6

5

0

8

Locked

38.6

4

0

9

Locked

38.6

0

0

10

Locked

38.9

4

0

11

Locked

38.6

0

0

12

Locked

38.6

0

0

13

Locked

38.6

0

0

14

Locked

38.6

0

0

15

Locked

38.9

5

0

16

Locked

38.9

6

0

17

Locked

38.9

4

0

18

Locked

38.6

0

0

19

Locked

38.9

5

0

20

Locked

38.9

5

0

21

Locked

38.9

5

0

22

Locked

38.6

0

0

23

Locked

38.9

8

0

24

Locked

38.6

0

0

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53699947

3.575

5120

16 qam

10

2

39400070

3.425

5120

16 qam

12

3

46200063

3.475

5120

16 qam

11

4

60299861

3.625

5120

16 qam

9

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

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

ca69834ncxv9873254k;fg87dsfd;


Primary Downstream Service Flow

SFID

11404

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0


Primary Upstream Service Flow

SFID

11403

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

 

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Re: Constant broadband dropouts getting worse

Network Log

Time

Priority

Description

07/09/2020 13:39:1

critical

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

07/09/2020 13:37:6

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/09/2020 13:32:52

critical

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

07/09/2020 13:30:3

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/09/2020 12:01:35

critical

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

07/09/2020 12:00:53

Warning!

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

07/09/2020 12:00:45

critical

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

07/09/2020 12:00:45

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/09/2020 12:00:44

critical

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

07/09/2020 12:00:44

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/09/2020 12:00:43

critical

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

07/09/2020 12:00:43

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/09/2020 12:00:42

critical

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

07/09/2020 12:00:42

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/09/2020 12:00:41

critical

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

07/09/2020 12:00:41

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

   
   
   
   

 

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Re: Constant broadband dropouts getting worse

Your Downstream Power Levels are far too high (Max 10.0dBmV) and your Upstream QAMs are too low (Should be 64 QAM).

If the connections are OK you will need an engineer to put things right.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

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

Mike Robinson
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 broadband dropouts getting worse

Much appreciated, Mike. Haven't been able to get through on the phone yet but will keep trying! Helpful to know it is something requiring an engineering fix.

All the best,

Natalie

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Re: Constant broadband dropouts getting worse

Hi Natalie, thanks for getting in touch.

 

Sorry for the connection problems you've been having recently. I wasn't able to help using your forum details alone on this occasion - so will get in touch via PM to confirm a few details and hope to hear back from you soon.

 

Tom

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Re: Constant broadband dropouts getting worse

Thanks for getting back to us so we can arrange the visit Natalie - please keep us posted with the outcome of that, or let us know if there's anything else we can help with.

 

Tom 

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