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Daily network dropouts and slow speeds

Hello

Hoping someone can help me as the phone support i have had is abysmal at best.

For the past 2-3 weeks the network drops out between 18:00 and 19:00, it's down for roughly 20-30 minutes and then restored. During these drop outs the speed has also been excessively slow, lucky if i get 10MB but have a 100MB line.

Going from community posts in my area BD12, it would seem others are having similar issues within the same time frames.

I have phoned for support, get the usual reset the hub etc... explained to them that this issue is clearly something more than a hub fault with it being specifically the same times daily. The person on the other end advised that they could not do anything else because its working at the minute.

Do they not bother taking into account what i have said? 

Anyway, the router logs are full of critial and error messages relating to DHCP & Ranging response.

Network Log

Time Priority Description

15/08/2019 20:58:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2019 23:16:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 04:47:27ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 04:47:27noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2019 09:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 18:37:11criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 18:37:11criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 18:38:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 18:49:21criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 18:49:21criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 18:50:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 21:08:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 18:48:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 18:57:21ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 18:57:21criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 18:58:12criticalREG RSP bad SID 2645;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2019 18:58:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:55criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:55criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2019 21:23:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I would appreciate if someone from VM could look into this.

Many Thanks

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Message 2 of 9
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Re: Daily network dropouts and slow speeds

down and upstream logs in case needed.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 -3.5 40 256 qam 21
2 139000000 -2 40 256 qam 1
3 147000000 -2 40 256 qam 2
4 155000000 -2 40 256 qam 3
5 163000000 -1.5 40 256 qam 4
6 171000000 -1.4 40 256 qam 5
7 179000000 -1.2 40 256 qam 6
8 187000000 -1 40 256 qam 7
9 195000000 -1.4 40 256 qam 8
10 203000000 -1.4 40 256 qam 9
11 211000000 -1.5 40 256 qam 10
12 219000000 -2 40 256 qam 11
13 227000000 -2 40 256 qam 12
14 235000000 -2.2 40 256 qam 13
15 243000000 -2.7 40 256 qam 14
16 251000000 -2.7 40 256 qam 15
17 259000000 -3.2 40 256 qam 16
18 267000000 -3.2 40 256 qam 17
19 275000000 -3.2 40 256 qam 18
20 283000000 -3.7 40 256 qam 19
21 291000000 -3.7 40 256 qam 20
22 307000000 -3.7 40 256 qam 22
23 315000000 -4 40 256 qam 23
24 323000000 -4.2 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 22 0
2 Locked 40.3 947 87
3 Locked 40.3 87 0
4 Locked 40.3 45 0
5 Locked 40.3 56 0
6 Locked 40.3 48 0
7 Locked 40.9 32 0
8 Locked 40.9 34 0
9 Locked 40.9 27 0
10 Locked 40.9 55 0
11 Locked 40.3 26 0
12 Locked 40.9 24 0
13 Locked 40.3 22 0
14 Locked 40.3 28 0
15 Locked 40.9 75 0
16 Locked 40.3 13 0
17 Locked 40.3 15 0
18 Locked 40.3 17 0
19 Locked 40.3 6 0
20 Locked 40.3 20 0
21 Locked 40.3 21 0
22 Locked 40.3 16 0
23 Locked 40.9 14 0
24 Locked 40.3 27 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39399998 4.8 5120 16 qam 6
2 25800026 4.8 5120 16 qam 8
3 32600002 4.8 5120 16 qam 7
4 46199969 4.95 5120 16 qam 5


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
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Re: Daily network dropouts and slow speeds

Can anyone help please?

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Re: Daily network dropouts and slow speeds

upstream power bit high, could you try and capture the stats when you lose connection, the forum staff should pick this up in a day or so and can investigate more complex tests.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: Daily network dropouts and slow speeds

Sorry to hear and see of the issues that you've been having with your service Davekaos. I would like to take a further look into this account for you Dave. Please can you respond to the private message that I will send over in a few moments and we can look into this for you. 

 

Regards

Steven_L

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Re: Daily network dropouts and slow speeds of 100 mbps service

I'm having the same problems with my service. Daily for over a year now I have intermittent dropouts for varying lengths of time. I had engineers around last year to fix these issues and several came but still am having the same issues. I complained before but was told I was getting on the whole a decent service and the down times did not constitute enough for me to obtain any kind of compensation. I just renewed my contract as i can't move broadband right now because of the covid-19 pandemic causing backlogs with installs etc. I work from home via the internet and I am totally reliant on the broadband in my home. I need consistent broadband and if I can't get it then at least fix it or compensate me.

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Re: Daily network dropouts and slow speeds of 100 mbps service

Hi Higgs, sorry for the delay getting back to you. I've had a quick check on this today and there's no known faults or obvious issues. However I can see it's been a couple of weeks since the hub was rebooted. If you're still having problems now can you please switch the kit off for a minute or two before switching it off for a quick refresh, and keep us posted?

 

Tom 

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Re: Daily network dropouts and slow speeds of 100 mbps service

Hi Tom
I've rebooted the router endless times during this last year without any resolution. The problems occur intermittently so the timings are random but on the whole late at night the issues begin. One thing is that the virgin fibre line is the only high speed fibre line being currently offered in my street. The cables were laid last year for the fibre to be connected to each house but nothing has happened since. I've contacted openreach and they said they have no immediate plans to connect up the lines to the exchange as of yet but apparently they aim to do so in the future. So Virgin is the supplying us with fibre broadband via their own cables. How those connect to the exchange I have no idea although there is an exchange box at the bottom of the street. I assume it connects to that box and then via that to the nearest exchange.
In the past I have had the router changed by Virgin twice without any resolution too.
Various engineers came from virgin fiddled around with some cables outside the house and then left. Again no resolution. There has to be some problem. Is it possible to get another engineer out to come and look at the cable box outside and check all the cabling. Hopefully I get an engineer who knows his stuff this time around.
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Re: Daily network dropouts and slow speeds of 100 mbps service

We appreciate the frustration these things will cause. 

 

Please upload your Hub/network connection details so we can check to see if there is a problem there. If you're unsure how:


In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. Click on the “router status” icon at top right (SuperHub2) or the text at bottom-middle of first page up (Hub3) and then copy/paste 3 full sets of data onto here – from the downstream, upstream, &  network logs pages. Please don’t include personal data or MAC addresses -  if you copy/paste the data the forum software should blank them out for you. 

 

You can also set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts.  It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections: https://www.thinkbroadband.com/broadband/monitoring/quality

 

Tom

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