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GiBB_l
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Everyday the internet goes down!

Hi, in February we upgraded from virgin M200 to M350. since doing so we have loss of internet everyday without fail (we’ve had more problems since upgrading than in the whole 3+ years we were with virgin before) sometimes for 5 minutes or sometimes for over 45 minutes. i’ve check for faults in my area on the virgin website and nothing shows up. i’ve reset and turned my suberhub 3 off god knows how many times now, checked cables are all in ok, replaced ethernet cables but nothing is working. 

we have the suberhub3 in modem mode because the wifi coverage is awful for a start but whenever i know the internet has gone off i go to the suberhub3 and on the front the two arrow lights are light up in green which from what i understand is internet/wifi.. can anyone suggest what the issue is because i’ve done almost everything i can think of and the daily loss of service is getting annoying at this point especially when it happens more than once in a day. haven’t even attempted to call customer services yet because when we’ve had an issue in the past they just say nothing is wrong and offer no help.

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GiBB_l
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Message 2 of 27
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Re: Everyday the internet goes down!

Explaining further whenever i do a speedtest on speedtest.net i can’t even find a virgin media server. i’m from Leicester area and before it would connect me to Virgin media Leicester or Virgin Media Nottingham as these were the closest servers. now i connect to random servers that aren’t even virgin media ones. any idea why it does this now when before i always connected to a virgin server. 

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lotharmat
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Message 3 of 27
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Re: Everyday the internet goes down!

Can you post your Hub status and logs?
Someone should be spot if there is a problem Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)



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

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GiBB_l
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Re: Everyday the internet goes down!

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
323000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

13230000006.940256 qam24
22030000005.840256 qam9
3211000000640256 qam10
42190000006.340256 qam11
52270000006.440256 qam12
62350000006.540256 qam13
72430000006.540256 qam14
82510000006.540256 qam15
92590000006.440256 qam16
102670000006.540256 qam17
112750000006.540256 qam18
122830000006.540256 qam19
132910000006.540256 qam20
142990000006.840256 qam21
153070000006.840256 qam22
163150000006.940256 qam23
17331000000740256 qam25
183710000006.540256 qam26
193790000006.640256 qam27
203870000006.540256 qam28
213950000006.540256 qam29
224030000006.440256 qam30
234110000006.340256 qam31
244190000006.140256 qam32



Downstream bonded channels

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

1Locked40.913000368
2Locked40.3190076494
3Locked40.3189515087
4Locked40.3189274185
5Locked40.9183974033
6Locked40.9181823460
7Locked40.9179682557
8Locked40.3171041966
9Locked40.9166931661
10Locked40.3159391385
11Locked40.9155131163
12Locked40.915036799
13Locked40.314641473
14Locked40.314143383
15Locked40.313794345
16Locked40.913462311
17Locked40.311111201
18Locked40.3717812
19Locked40.969954
20Locked40.361150
21Locked40.351160
22Locked40.940200
23Locked40.334750
24Locked40.330540
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GiBB_l
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Message 5 of 27
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Re: Everyday the internet goes down!

Upstream bonded channels

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

14620000047.3512064 qam1
22580000046.8512064 qam4
33260000047512064 qam3
43940000047512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

Network Log

Time Priority Description

08/04/2021 12:44:8criticalReceived 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;
08/04/2021 12:39:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 12:38:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 12:38:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 12:37:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 12:28:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 12:26:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 12:26:13criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 12:26:13criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 12:25:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:36:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:36:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:35:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:35:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 08:35:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 08:20:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 07:34:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 07:00:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 06:27:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 05:56:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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GiBB_l
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Message 6 of 27
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Re: Everyday the internet goes down!

posted those for you mate

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lotharmat
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Message 7 of 27
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Re: Everyday the internet goes down!

Thanks! Looking at the postRS errors (un-correctable) I'd say there is a bit of a problem with noise ingress into the circuit!

VM staff should be along to have a look and run some tests!

There are lots of 'criticals' on the log too!

Looks like an engineer is needed!



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

jbrennand
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Message 8 of 27
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Re: Everyday the internet goes down!

Post up the BQM links as soon as. RS error may be a concern can you do this...
___________

Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't.

--------------------
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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GiBB_l
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Message 9 of 27
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Re: Everyday the internet goes down!

i can do but i’ve already done this multiple times over the past month, when it started happening i unplugged the superhub and left it for a good half hour then turned back on and the same thing happens.

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GiBB_l
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Message 10 of 27
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Re: Everyday the internet goes down!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e46bc40cb427f3050743d797f965f9efc088d2da

 

The 100% packet loss was because i had to enable the ping requests on my router it looks like its starting to work now but thats the live graph 

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