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Frequent internet dropouts

Hi I have recently got a Super Hub 3.0 and the internet frequently drops out for both wifi and ethernet connections. 

I have factory reset the machine and the problem still persists. 

I have checked and there are no loose cables anywhere.

When the internet is working fine the only light on the hub will be the bottom yellow light. As the internet drops out it will change from this to green flashing and the wifi signal icon will appear. 

I am at a loss for what to do now to fix the problem.

The drop outs will occur randomly and can last for a long time. 

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Re: Frequent internet dropouts

Hi

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is a text link at the bottom of the screen. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (may take a few days) and run checks on your line.

______________________
Scott

My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: Frequent internet dropouts

Downstream bonded channels

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

1187000000-3.540256 qam7
2195000000-3.540256 qam8
3203000000-3.740256 qam9
4211000000-3.540256 qam10
5219000000-3.740256 qam11
6227000000-440256 qam12
7235000000-3.740256 qam13
8243000000-4.240256 qam14
9251000000-440256 qam15
10259000000-4.540256 qam16
11267000000-4.240256 qam17
12275000000-4.240256 qam18
13283000000-4.240256 qam19
14291000000-3.940256 qam20
15299000000-4.240256 qam21
16307000000-4.540256 qam22
17315000000-4.738256 qam23
18323000000-540256 qam24
19443000000-4.538256 qam25
20451000000-4.938256 qam26
21459000000-5.238256 qam27
22467000000-538256 qam28
23475000000-538256 qam29
24483000000-4.737256 qam30



Downstream bonded channels

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

1Locked40.91698216705
2Locked40.3174608299
3Locked40.3180697286
4Locked40.9201074058
5Locked40.9193585061
6Locked40.3194024819
7Locked40.3189906187
8Locked40.9196045750
9Locked40.3200672642
10Locked40.9197613007
11Locked40.3197422641
12Locked40.3198462170
13Locked40.3197721591
14Locked40.3201841572
15Locked40.3191634519
16Locked40.3200681582
17Locked38.918624289
18Locked40.3192681126
19Locked38.6923539
20Locked38.6677338
21Locked38.6756641
22Locked38.6697340
23Locked38.6638240
24Locked37.6572445
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Message 4 of 10
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Re: Frequent internet dropouts

Upstream bonded channels

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

1603000055.1512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

Network Log

Time Priority Description

13/09/2020 17:12:7noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:10:55Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:10:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:10:5criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:08:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:08:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:08:18criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:08:18ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:08:18criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:08:18criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:07:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:07:28criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:07:28ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:07:28criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:07:27criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:07:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:06:40criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:06:40ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:06:40criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:06:40criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 10
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Re: Frequent internet dropouts

Hi AJDeeney,

You are only showing 1 upstream channel instead of expected 4 channels.

The one that's showing has too high a power level, it's right on the limit at 5.1.

Glancing at your RS errors, you need  to perfom a hard reset of your router to get these levels back to zero so the tech guru's can get a better idea of what's going on.  You should ideally hold the reset button in for around a minute .

The hard reset may also force the router to connect to other 3 upstream channels.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Message 6 of 10
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Re: Frequent internet dropouts

As said... do a hard reset first - but note, it sometimes doesnt reset the RS column counts - so if it hasn't ,switch the Hub off for a few minutes and then back on - that should put them all back to 0. Monitor them every hour or so over the next day and see if they start building up quickly - they shouldn't.

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Frequent internet dropouts

Hi again. The problem persists even after a factory reset and holding the reset button for a full minute. Here are the Downstream Upstream and Network logs again.

Downstream bonded channels

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

1187000000-5.540256 qam7
2195000000-5.940256 qam8
3203000000-6.238256 qam9
4211000000-638256 qam10
5219000000-640256 qam11
6227000000-640256 qam12
7235000000-5.740256 qam13
8243000000-6.240256 qam14
9251000000-5.940256 qam15
10259000000-6.240256 qam16
11267000000-5.938256 qam17
12275000000-5.740256 qam18
13283000000-5.740256 qam19
14291000000-5.440256 qam20
15299000000-5.540256 qam21
16307000000-5.738256 qam22
17315000000-5.938256 qam23
18323000000-6.238256 qam24
19443000000-4.938256 qam25
20451000000-5.238256 qam26
21459000000-5.538256 qam27
22467000000-537256 qam28
23475000000-5.238256 qam29
24483000000-4.737256 qam30



Downstream bonded channels

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

1Locked40.362485
2Locked40.365263
3Locked38.958582
4Locked38.951179
5Locked40.346172
6Locked40.941162
7Locked40.329868
8Locked40.324273
9Locked40.322251
10Locked40.316559
11Locked38.916740
12Locked40.312653
13Locked40.310343
14Locked40.310244
15Locked40.39537
16Locked38.911330
17Locked38.67838
18Locked38.97534
19Locked38.65312
20Locked38.9500
21Locked38.6440
22Locked37.6740
23Locked38.6590
24Locked37.6630
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Re: Frequent internet dropouts

Upstream bonded channels

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

1394000004.975512064 qam4
2462000005512064 qam3
3258000004.95512064 qam6
4326000004.975512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

13/09/2020 20:46:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:46:14criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:46:14ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:42:48criticalDHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:41:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:38:36criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:37:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:36:53criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:35:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:34:31criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:34:31ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:34:31criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:34:31criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:34:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:33:43criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:33:43ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:33:43criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:33:43criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:33:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 20:32:51criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 9 of 10
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Re: Frequent internet dropouts

The downstream power levels are even lower than they were earlier and many channels are now below the recommended minimum of -6.  The four upstream channels are back, but the T6 errors in the log are unusual and not a good sign.

I have escalated this thread and you should get a staff response soon and hopefully they will be able to help you book a technician visit to get your connection looked at and fixed.

______________________
Scott

My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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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Message 10 of 10
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Re: Frequent internet dropouts

Hi AJDeeney,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to see you've been having some issues with the connection, 

 

I've been able to locate your account using your forum details, I can see there is currently an area outage that's affecting you,

 

This is due to be resolved later today, please let me know if the issues you're having don't resolve by tomorrow and we can go through further diagnostics.

 

Alex_Rm

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