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AndyMStaffs
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Daily loss of broadband

Hi 
Each day our internet drops out, sometimes once, sometimes a couple of times but usually in the afternoon to evening.
We have wired and wireless connected items. The TV also looses content.
I have checked service status in the area and all is reported to be fine.

Reading other posts the information below may be of use to those that have the knowledge:

If you can help I would really appreciate it.

Network Log

Time Priority Description

10/06/2021 12:57:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 08:20:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 22:10:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 10:07:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 00:08:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 00:08:42ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 16:26:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 08:57:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream Log

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

12587500009.640256 qam16
22507500009.840256 qam15
32667500009.940256 qam17
42747500009.940256 qam18
52827500009.943256 qam19
62907500009.940256 qam20
72987500001040256 qam21
83067500009.940256 qam22
93147500009.640256 qam23
103227500009.540256 qam24
113307500009.540256 qam25
123707500009.540256 qam26
133787500009.540256 qam27
143867500009.140256 qam28
153947500009.340256 qam29
164027500009.340256 qam30
174107500009.340256 qam31
184187500009.340256 qam32
194267500009.140256 qam33
204347500009.340256 qam34
21442750000940256 qam35
224507500009.440256 qam36
234587500009.540256 qam37
244667500009.440256 qam38



Downstream bonded channels

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

1Locked40.990
2Locked40.9120
3Locked40.9130
4Locked40.9110
5Locked43.3150
6Locked40.9130
7Locked40.3190
8Locked40.9210
9Locked40.3310
10Locked40.3170
11Locked40.9100
12Locked40.980
13Locked40.9220
14Locked40.9140
15Locked40.9220
16Locked40.9180
17Locked40.9110
18Locked40.9260
19Locked40.9230
20Locked40.3140
21Locked40.9130
22Locked40.990
23Locked40.9120
24Locked40.923

0

 

Upstream Log

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

14620000038.3512064 qam6
25370000038.8512064 qam5
33940000037.5512064 qam7
43260000037512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0000
3ATDMA0000
4ATDMA0000
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lotharmat
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Helpful Answer

Re: Daily loss of broadband

Downstream power looks to be too high!

VM need to take a look at is and maybe fit an attenuator!



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

AndyMStaffs
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Re: Daily loss of broadband

Thank you for the response!
I don't know what that means but hopefully someone from VM will pick up and be able to help.
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jbrennand
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Re: Daily loss of broadband

While waiting for them to get here.

If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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John_GS
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Re: Daily loss of broadband

Hi @AndyMStaffs

 

Thanks for posting and welcome to the community. My apologies for the delayed reply and the broadband issues. 

 

The downstream levels are all out of spec, which needs a technician visit to sort out.

 

I'll PM now to arrange

 

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

John_GS
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Re: Daily loss of broadband

Hi @AndyMStaffs

 

Thanks for joining me on PM

 

Just to update the thread, engineer visit booked in

 

This can also be tracked in your Online Account

 

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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