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Message 1 of 14
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Fibre connection regularly lost.

Hello all, new guy here.

Our Internet connection regularly goes down for prolonged periods without apparent cause or pattern. It's NOT the Wi-Fi, I know the difference and all my internal communications, CCTV, NAS etc can still be operated locally.

Our VM Hub 3 and TV package, was installed in September this year utilising cabling from a previous install/contract 10 years ago that we had till 4 years ago before switching to Vodafone.

We switched because of similar issues as we're having now, despite VM changing the cables to the house from the cabinet up the street, which were never resolved. We switched back to VM because Vodafone kept messing up the billing and the proffered VM package was much better and we assumed that the previous problems would no longer exist. 

I occasionally work from home but my wife has been forced to, since the beginning of the year so this is more of a problem for here and my 9yr old.

I will post logs etc to here, shortly and suffice to say I have tried all of the actions advised both on this forum and on VM's website.

I have spent hours on hold to VM just be regularly cut off after 45m before getting to talking to a human and have once or twice even gotten as far as being passed on to another department then waiting a further hour before finally being cut off. I'm not going to get into the pro's and con's of outsourcing technical support but this morning, Sunday 15th Nov I got through to a UK customer support worker who arranged the first available engineer visit for 22nd Nov.

I recall our installation engineer from Sept stated that we had a low SNR and swapped out the connections on the ends of the cables and the old splitter.

Like all new customers, we were advised that the connection would need time to settle down and could drop out periodically but I think it should be settled in nicely by now, not getting worse.

Obviously an engineer has finally been arranged but on previous experience I don't have faith in this resolving the problem so any advice would be very much welcome.

BQM 

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Alessandro Volta
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Message 2 of 14
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Re: Fibre connection regularly lost.

Your >> BQM << looks good apart from what looks like a reboot at 11:30

 

Can you please

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

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

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

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 14
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Re: Fibre connection regularly lost.

I only sorted the BQM last night and the first drop out was at just before 11:45 today. I assume the log entries from 1970 are due to a loss of connection and not my router travelling back in time? 

 

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)
506250000
Locked
Ranged Upstream Channel (Hz)
46199928
Locked
Provisioning State
Online


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 506250000 1.5 40 256 qam 13
2 514250000 1.5 40 256 qam 14
3 522250000 1.2 40 256 qam 15
4 530250000 1 40 256 qam 16
5 538250000 0.5 38 256 qam 17
6 546250000 0.9 38 256 qam 18
7 554250000 1.5 38 256 qam 19
8 562250000 1.7 40 256 qam 20
9 570250000 1.5 40 256 qam 21
10 578250000 1.5 38 256 qam 22
11 586250000 1.4 38 256 qam 23
12 594250000 1.4 40 256 qam 24
13 602250000 1.5 38 256 qam 25
14 610250000 1.2 40 256 qam 26
15 618250000 1 40 256 qam 27
16 658250000 0 38 256 qam 28
17 666250000 0 38 256 qam 29
18 674250000 -0.4 38 256 qam 30
19 682250000 -0.5 38 256 qam 31
20 690250000 -0.9 38 256 qam 32
21 698250000 -0.9 38 256 qam 33
22 706250000 -1 38 256 qam 34
23 714250000 -1.2 38 256 qam 35
24 722250000 -1.5 38 256 qam 36

 

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 1 0
2 Locked 40.3 5 0
3 Locked 40.9 7 0
4 Locked 40.9 6 0
5 Locked 38.9 10 0
6 Locked 38.9 11 0
7 Locked 38.9 5 0
8 Locked 40.3 6 0
9 Locked 40.3 17 0
10 Locked 38.9 21 0
11 Locked 38.9 16 0
12 Locked 40.9 0 0
13 Locked 38.9 4 0
14 Locked 40.3 5 0
15 Locked 40.3 1 0
16 Locked 38.9 20 0
17 Locked 38.9 6 0
18 Locked 38.6 5 0
19 Locked 38.6 7 0
20 Locked 38.9 8 0
21 Locked 38.9 7 0
22 Locked 38.9 6 0
23 Locked 38.6 13 0
24 Locked 38.9 8 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46199928 57 5120 64 qam 5

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0

General Configuration
Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode Docsis30
Config file cmreg-vmdg505-bbt060+voc-b.cm

 

Primary Downstream Service Flow
SFID 1014000
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

 

Primary Upstream Service Flow
SFID 1013999
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

15/11/2020 12:03:13 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 11:48:7 critical Received 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;
15/11/2020 11:43:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 21:37:46 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:02:51 critical Received 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 01:02:26 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:45:43 critical Received 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 00:44:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:44:9 critical Received 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 00:43:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:41:17 critical Received 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 00:40:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:38:21 critical Received 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 00:37:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:36:43 critical Received 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 00:36:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:35:23 critical Received 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 00:34:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:33:50 critical Received 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 00:32:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Alessandro Volta
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Message 4 of 14
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Re: Fibre connection regularly lost.

You only have one upstream Channel, we would expect to see four and the Power Level on that one Channels is too high.

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

 

It may or may not work, if it doesn't you will need an engineer to put things right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

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

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 5 of 14
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Re: Fibre connection regularly lost.

Can you post the upstream stats again?


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Message 6 of 14
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Re: Fibre connection regularly lost.

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 506250000 Locked
Ranged Upstream Channel (Hz) 46200000 Locked
Provisioning State Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 506250000 1.7 40 256 qam 13
2 514250000 1.5 40 256 qam 14
3 522250000 1.4 40 256 qam 15
4 530250000 1 40 256 qam 16
5 538250000 0.7 40 256 qam 17
6 546250000 1.2 38 256 qam 18
7 554250000 2 38 256 qam 19
8 562250000 2 40 256 qam 20
9 570250000 1.9 40 256 qam 21
10 578250000 1.9 38 256 qam 22
11 586250000 1.5 38 256 qam 23
12 594250000 1.7 40 256 qam 24
13 602250000 1.9 38 256 qam 25
14 610250000 1.5 40 256 qam 26
15 618250000 1.4 40 256 qam 27
16 658250000 0.2 38 256 qam 28
17 666250000 0 38 256 qam 29
18 674250000 -0.2 38 256 qam 30
19 682250000 -0.4 38 256 qam 31
20 690250000 -0.7 38 256 qam 32
21 698250000 -0.7 38 256 qam 33
22 706250000 -0.7 38 256 qam 34
23 714250000 -1 38 256 qam 35
24 722250000 -1.2 38 256 qam 36

 

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 0 0
2 Locked 40.3 6 0
3 Locked 40.3 0 0
4 Locked 40.3 6 0
5 Locked 40.3 0 0
6 Locked 38.9 0 0
7 Locked 38.9 5 0
8 Locked 40.3 16 0
9 Locked 40.3 18 0
10 Locked 38.9 18 0
11 Locked 38.9 13 0
12 Locked 40.3 12 0
13 Locked 38.9 5 0
14 Locked 40.3 0 0
15 Locked 40.3 0 0
16 Locked 38.9 14 0
17 Locked 38.9 5 0
18 Locked 38.6 1 0
19 Locked 38.6 2 0
20 Locked 38.9 1 0
21 Locked 38.9 6 0
22 Locked 38.9 5 0
23 Locked 38.9 11 0
24 Locked 38.6 6 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 51 5120 64 qam 5
2 32599961 51 5120 64 qam 7
3 25800288 51 5120 64 qam 8
4 39400108 51 5120 64 qam 6

 

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 cmreg-vmdg505-bbt060+voc-b.cm

 

Primary Downstream Service Flow
SFID 1014192
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

 

Primary Upstream Service Flow
SFID 1014191
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Network Log
Time Priority Description
15/11/2020 14:03:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 12:03:13 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 11:48:7 critical Received 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;
15/11/2020 11:43:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 21:37:46 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:02:51 critical Received 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 01:02:26 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:45:43 critical Received 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 00:44:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:44:9 critical Received 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 00:43:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:41:17 critical Received 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 00:40:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:38:21 critical Received 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 00:37:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:36:43 critical Received 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 00:36:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:35:23 critical Received 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 00:34:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:33:50 critical Received 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;

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Message 7 of 14
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Re: Fibre connection regularly lost.

Ok, so I did as Mike asked and then copied the logs as above but two minutes after it reconnected, it went off again of it's own accord and is still off so I'm "borrowing" next doors talktalk...........

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Message 8 of 14
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Re: Fibre connection regularly lost.

I have to go out of the house now so I wont be able to do anything to the router for a while. I live near Birmingham so feel free to pop in and fix it whilst I'm out.

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Message 9 of 14
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Re: Fibre connection regularly lost.

It looks like your upstream power levels need adjusting:

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 51 5120 64 qam 5
2 32599961 51 5120 64 qam 7
3 25800288 51 5120 64 qam 8
4 39400108 51 5120 64 qam 6

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Message 10 of 14
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Re: Fibre connection regularly lost.

Your upstream levels are maxed out. Unless there’s an area issue you’ll need an engineer visit. 


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