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Richardwhite6
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Constant disconnection / lose of service

Hi,

I’m new to the forums. Had virgin media installed Dec 2020. No real issues until the past 3-4 weeks. My broadband connection constantly drops and it is getting progressively worse. I have to turn off/on my router 3-4 times a day now to get a connection. Sometimes turning it off and on doesn’t even help. Needless to say this has been more than challenging with two kids home schooling (thankfully they’re both back at school full time now) and a wife working from home. We have never needed a reliable broadband more and that’s when it’s failing!
I have read through the forums a bit and will attach a few screen shots that I think are possibly relevant to the problem. Just hoping someone can point me in the right direction as I’m at the end of my tether with it.
Was previously with EE for 3 years and although the speed wasn’t as good the reliability was unreal compared to what I’m stuck with now.

  

 

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Richardwhite6
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Re: Constant disconnection / lose of service

Downstream bonded channels

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

13310000005.540256 qam25
22030000005.640256 qam9
32110000005.440256 qam10
42190000005.140256 qam11
52270000005.140256 qam12
6235000000540256 qam13
72430000004.940256 qam14
82510000005.640256 qam15
9259000000640256 qam16
102670000006.140256 qam17
112750000006.340256 qam18
122830000006.440256 qam19
13291000000640256 qam20
14299000000640256 qam21
153070000005.840256 qam22
163150000005.540256 qam23
173230000005.540256 qam24
183710000005.940256 qam26
193790000006.140256 qam27
20387000000640256 qam28
213950000005.540256 qam29
224030000005.540256 qam30
234110000005.440256 qam31
244190000005.440256 qam32



Downstream bonded channels

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

1Locked40.32412
2Locked40.9370
3Locked40.9280
4Locked40.3270
5Locked40.9290
6Locked40.3230
7Locked40.9230
8Locked40.9180
9Locked40.3140
10Locked40.3170
11Locked40.9120
12Locked40.9230
13Locked40.9160
14Locked40.9190
15Locked40.9280
16Locked40.3290
17Locked40.3100
18Locked40.9110
19Locked40.9170
20Locked40.9130
21Locked40.980
22Locked40.9120
23Locked40.3150
24Locked40.3240

 

Upstream bonded channels

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

13260000050.5512064 qam5
23940000050.3512064 qam4
34620000050.5512064 qam3
42580000050512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Richardwhite6
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Re: Constant disconnection / lose of service

Network Log

Time Priority Description

14/04/2021 19:39:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 19:11:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 19:09:56criticalReceived 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;
14/04/2021 19:09:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 19:09:48criticalReceived 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;
14/04/2021 18:19:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 17:19:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 17:17:56criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 17:16:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 17:16:5criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 17:14:2criticalReceived 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;
01/01/1970 00:06:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:43criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:46criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 16:02:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 16:01:50criticalTFTP Request Retries exceeded, CM unable to register
14/04/2021 16:01:50criticalTFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Richardwhite6
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Message 4 of 27
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Re: Constant disconnection / lose of service

https://www.thinkbroadband.com/broadband/monitoring/quality/share/67e0fda0963a3174801eedcea2d2d114b75545a4-14-04-2021


I have set up a broadband quality monitor. This is today’s graph. Not really sure what I’m looking at but I’m guessing red isn’t good. 

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lotharmat
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Message 5 of 27
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Re: Constant disconnection / lose of service

No - that is horrendous.

Looking at the logs upstream power looks a little high but VM need to check this and possibly book an engineer!

May I ask when the last time you factory reset your hub was?

Sometimes this can help and if it doesn't - there are definitely circuit issues that VM need to address



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

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Richardwhite6
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Re: Constant disconnection / lose of service

Hi,

Thanks for taking a look. I regularly reboot it but I have never done the full reset using the pin hole at the rear of the router. Should I try this? Will I have to reconnect all my devices after the reset or will they automatically connect? I haven’t changed the WiFi password from original. 

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lotharmat
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Re: Constant disconnection / lose of service

You would have to reconnect everything unless you log in to your hub to change the WiFi settings back to how they were!

Best procedure to follow is

1. Make sure you can read both passwords on the bottom of the hub - 8 digits for the hub login - alphanumeric for the WiFi
2. Unplug any ethernet cables
3. With a paperclip or sim-removal tool; hold in the reset button for at least 60 seconds
4. Leave for 10 minutes for the hub to connect and re-sync
5. Connect a laptop to the hub with either a cable or connect to the reset wireless network
6. Re-configure your WiFi to the SSIDs and passwords they were before
7. All wireless devices should be able to reconnect!



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

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Richardwhite6
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Message 8 of 27
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Re: Constant disconnection / lose of service

ok, thanks for the help. I will give this a go now and report back. 

I rebooted the hub 12 hours ago with a the off and on switch and this is the latest errors data.....

 

Downstream bonded channels

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

1Locked40.39029
2Locked40.3189137
3Locked40.3205232
4Locked40.311266
5Locked40.39569
6Locked40.310698
7Locked40.96671
8Locked40.35471
9Locked40.98594
10Locked40.36175
11Locked40.36841
12Locked40.365141
13Locked40.34268
14Locked40.36430
15Locked40.36991
16Locked40.96290
17Locked40.34712
18Locked40.92812
19Locked40.93414
20Locked40.33818
21Locked40.32212
22Locked40.33113
23Locked40.36750
24Locked40.3360
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lotharmat
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Message 9 of 27
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Re: Constant disconnection / lose of service

To me, that does look like noise ingress onto the circuit!

It would need VM to book an engineer to investigate / rectify!

Hope fully they will see this thread soon and act!



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

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Richardwhite6
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Message 10 of 27
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Re: Constant disconnection / lose of service

I followed your instructions and reset using the pin hole around 8 hours ago. I will post the data that is now showing if you don't mind checking to see how it looks. Thanks.

Downstream bonded channels

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

13310000006.540256 qam25
22030000006.840256 qam9
32110000006.540256 qam10
42190000006.340256 qam11
52270000006.140256 qam12
6235000000640256 qam13
7243000000640256 qam14
82510000006.540256 qam15
92590000006.940256 qam16
10267000000740256 qam17
11275000000740256 qam18
122830000007.340256 qam19
13291000000740256 qam20
14299000000740256 qam21
153070000006.840256 qam22
163150000006.640256 qam23
173230000006.540256 qam24
183710000006.840256 qam26
19379000000740256 qam27
203870000006.940256 qam28
213950000006.540256 qam29
224030000006.340256 qam30
234110000006.340256 qam31
244190000006.140256 qam32



Downstream bonded channels

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

1Locked40.316541
2Locked40.95830
3Locked40.35820
4Locked40.34980
5Locked40.35230
6Locked40.34570
7Locked40.33670
8Locked40.32650
9Locked40.32050
10Locked40.91480
11Locked40.91260
12Locked40.3860
13Locked40.31110
14Locked40.9920
15Locked40.31030
16Locked40.31070
17Locked40.91180
18Locked40.9370
19Locked40.3590
20Locked40.3520
21Locked40.3430
22Locked40.3320
23Locked40.9470
24Locked40.9240
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