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Frequent disconnects

CLT75
Tuning in

The last few days we've been experiencing repeated disconnections. Sometime complete disconnects, sometimes just the wifi.

Have reset and restarted the router with no improvement.

Searching the router logs I see the following errors (within the last hour):

  • RCS Partial Service
  • SYNC Timing Synchronization failure - Loss of Sync
  • (dated  01/01/1970 ??!?!?) - No Ranging Response received - T3 time-out
  • (dated  01/01/1970 ??!?!?) - B-INIT-RNG Failure - Retries exceeded
  • Unicast Ranging Received Abort Response - initializing
1 ACCEPTED SOLUTION

Accepted Solutions

jbrennand
Very Insightful Person
Very Insightful Person
Can you do this....
_______________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  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. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... 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 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

See where this Helpful Answer was posted

7 REPLIES 7

jbrennand
Very Insightful Person
Very Insightful Person
Can you do this....
_______________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  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. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... 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 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Tom_F
Forum Team (Retired)
Forum Team (Retired)

Hi CLT75, thanks for your post.

 

Sorry to hear about the connection issues you've experienced recently. If you're still having problems at this stage it would be helpful if you could post the hub data as requested by jbrennand above. if you get back to me via PM I'll be able to take a further look into it from our side as well. 

 

Tom

 

Tom_F
Forum Team (Retired)
Forum Team (Retired)

Thanks for getting back to me @CLT75. After looking further into this and identifying stability issues with the hub I've booked the soonest appointment with an engineer.

 

You will find confirmation of this via your online account (virg.in/myVM) and can reschedule it from there if needed as well.

 

Please let us know how that goes.

 

Tom 

CLT75
Tuning in

Logs (taken after a power-cycle)

Downstream Tab:

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

16670000006.138256 qam33
25390000005.537256 qam17
35470000005.437256 qam18
45550000005.637256 qam19
5563000000537256 qam20
65710000005.438256 qam21
7579000000538256 qam22
8587000000537256 qam23
95950000005.438256 qam24
106030000005.437256 qam25
116110000005.638256 qam26
126190000005.438256 qam27
136270000005.538256 qam28
146350000005.537256 qam29
156430000005.537256 qam30
16651000000638256 qam31
176590000005.638256 qam32
186750000006.138256 qam34
196830000006.538256 qam35
206910000006.338256 qam36
216990000006.538256 qam37
227070000006.838256 qam38
23715000000738256 qam39
247230000007.438256 qam40



Downstream bonded channels

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

1Locked38.6682235
2Locked37.6508261125
3Locked37.343515818
4Locked37.636095497
5Locked37.330695357
6Locked38.624608270
7Locked38.620778207
8Locked37.617982129
9Locked38.614902146
10Locked37.613414124
11Locked38.61176036
12Locked38.61128234
13Locked38.61113040
14Locked37.61166634
15Locked37.61110438
16Locked38.6968245
17Locked38.6848158
18Locked38.6465813
19Locked38.628936
20Locked38.918230
21Locked38.612240
22Locked38.68020
23Locked38.95810
24Locked38.64350

 

Upstream Tab:

Upstream bonded channels

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

12580009241512064 qam6
23259997141512064 qam5
33939994742.5512064 qam4
44620006542.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

 

Network:

Network Log

Time Priority Description

10/08/2021 15:28:48noticeLAN login Success;CM-
10/08/2021 12:14:36Warning!RCS Partial Service;CM-
10/08/2021 04:08:46criticalNo Ranging Response received - T3 time-out;CM-
09/08/2021 08:52:35noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-
09/08/2021 07:16:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-
09/08/2021 07:16:11Warning!Lost MDD Timeout;CM-
09/08/2021 07:16:6Warning!RCS Partial Service;CM-
09/08/2021 07:16:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM
09/08/2021 07:16:5Warning!RCS Partial Service;CM-
09/08/2021 07:16:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM
09/08/2021 07:14:29Warning!RCS Partial Service;CM-
09/08/2021 07:14:7Warning!Lost MDD Timeout;CM-
09/08/2021 07:14:3Warning! 
   
09/08/2021 07:14:3Warning!RCS Partial Service;CM-
09/08/2021 07:14:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-
09/08/2021 07:13:59Warning!RCS Partial Service;CM-
09/08/2021 07:01:45criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-
09/08/2021 06:59:47Warning!Lost MDD Timeout;CM-
09/08/2021 06:59:46critical 

Still getting disconnects despite an engineer visit 😞

Hi CLT75,

 

Thank you for reaching out to us and welcome to our community, sorry to hear you are still facing drop outs. I have had a look our end and cannot see any issues at all, since your Technician visit all your levels look great with no errors showing.

 

The only potential issue I have found is some of your devices do have a very low WIFI connection which could be causing them to lose connection, we do have our Intelligent WIFI which comes with our WIFI pods and will improve the connection all over the property with up to 3 pods, you can find out more here.

 

 

Regards

 

Paul.