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Frequent short internet drops on wired network

 

For the past few weeks I've been having repeated short drops of internet connection. Before that I would get the occasional disconnect, but it's gotten worse recently. It can be fine for hours, or have multiple drops in short succession - last night there were times I got kicked off 3 or 4 times in a half hour window.

My setup is all wired, with cat 6 in the walls and a switch in a cupboard - had to redo the electrics when we moved in so cabled it at the same time. The loss of internet affects multiple devices at the same time, but the loss is very short - when I get disconnected from a game, I'm back online in ~10 secs or so, but that's enough time to be kicked off whatever I was doing.

It's been hard trying to diagnose the problem given the short duration of the drops. Ping targeting a known external IP address like news.bbc.co.uk will time out for a few packets then start getting through once the ~10 secs are up.

Broadband quality monitor doesn't show anything (to my eyes at least), presumably because the drops are so short they are most likely between it's checks. My BQM The red drop on sat evening is when I factory reset the Super Hub 3, but I still had many disconnects last night after that, so it didn't resolve the issue.

I've checked the coax and everything seems finger tight. I'm at a loss as to what else I can check myself. If I knew buying a separate router and putting the Hub into modem mode would fix it I'd happily do that, but without knowing where the problem is that might not change anything.

Router status logs to follow.

 

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Message 2 of 14
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Re: Frequent short internet drops on wired network

Downstream bonded channels

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

12990000002.438256 qam21
21390000002.237256 qam1
31470000002.537256 qam2
4155000000237256 qam3
51630000002.237256 qam4
6171000000237256 qam5
71790000002.237256 qam6
81870000002.238256 qam7
91950000002.238256 qam8
10203000000238256 qam9
112110000001.538256 qam10
122190000001.538256 qam11
13227000000138256 qam12
14235000000138256 qam13
152430000000.738256 qam14
162510000000.438256 qam15
172590000000.238256 qam16
182670000000.738256 qam17
192750000001.438256 qam18
202830000001.438256 qam19
212910000001.738256 qam20
223070000002.438256 qam22
233150000002.438256 qam23
243230000002.438256 qam24



Downstream bonded channels

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

1Locked38.94161366
2Locked37.64143840
3Locked37.65692844
4Locked37.34703200
5Locked37.32813897
6Locked37.64303123
7Locked37.64082541
8Locked38.65461998
9Locked38.66762005
10Locked38.65212307
11Locked38.64052738
12Locked38.95272495
13Locked38.65072394
14Locked38.94361662
15Locked38.64581481
16Locked38.63911844
17Locked38.64091877
18Locked38.64121852
19Locked38.63551832
20Locked38.64051210
21Locked38.63741270
22Locked38.94541237
23Locked38.65371203
24Locked38.9398

1300

 

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Re: Frequent short internet drops on wired network

Upstream bonded channels

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

1326000004.45512064 qam5
2393999794.5512064 qam4
3462000194.55512064 qam3
4537000074.7512064 qam2



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 10:16:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 09:45:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2020 18:14:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2020 17:45:24noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 20:04:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2020 16:45:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 19:29:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 22:38:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 20:16:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 20:15:55Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 16:30:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 14:11:23noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 14:11:23ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 03:41:56ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 17:58:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 17:12:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 11:33:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 12:17:5noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 12:17:5ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 12:15:17ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 4 of 14
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Re: Frequent short internet drops on wired network

Hello

Looking at the stats and logs you seem to have some noise that is ingressing into your system as shown by the high number of Post RS error and the T3 timeouts in the logs, this can be caused by a loose connector somewhere. So can you please go around and make sure that all coaxial connections to all VM equipment are finger tight best way to do this is too loosen the connector and re tighten, also make sure there is no damage to any of the coaxial cables. Once that is done power off hub for 30 secs and then back on, if after that the Post RS errors keep increasing at a high rate then an engineer will be need to find the source of the noise.

Regards Mike

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Message 5 of 14
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Re: Frequent short internet drops on wired network

Hi Mike,

Thanks for the reply. I had originally checked the coax jackets and thought that the one on the wall where the cable comes into the house was not catching correctly. Double checked after your reply and with a bit more diligence got it nice and tight like the others were. I'll keep an eye on the RS errors - previously none of the metrics in those logs meant anything to me, but now at least I know what one means. 🙂

Fraser.

 

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Message 6 of 14
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Re: Frequent short internet drops on wired network

Thanks for the checks Fdstew.

 

Due to the checks done we've booked an engineer appointment for you using the forum information, you can find the information on the appointment on your online account where you can also reschedule if needed.

 

Thanks, Emily.

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Message 7 of 14
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Re: Frequent short internet drops on wired network

Hi Emily,

Thanks for letting me know. I've had a text message implying that the appointment is for tomorrow, which is fine, but I can't see anything online in My Virgin Media account - could you be more specific as to where I can see this information please?

Thanks,

Fraser.

 

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Message 8 of 14
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Re: Frequent short internet drops on wired network

This should be on the main page of your account or if you take a look at the broadband section, it is usually on the main section of the app as well. 

 

Thanks, Emily.

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Message 9 of 14
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Re: Frequent short internet drops on wired network

An update - the Virgin engineer came round middle of last week, and was very helpful. He double checked all the connections, and found the connection into the back of the hub wasn't as secure as it could be, so tightened that up - all other checks showed no more issues.

Since then it's been better, but I am still getting disconnected - had it happen a couple of times this morning already. After factory resetting the router and Post RS errors stayed at 0 for a few days, but as I checked again just now they are starting to creep up again. Here's latest logs:

Downstream bonded channels

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

12990000002.738256 qam21
21390000002.937256 qam1
3147000000337256 qam2
41550000002.537256 qam3
51630000002.738256 qam4
61710000002.738256 qam5
71790000002.738256 qam6
8187000000338256 qam7
9195000000338256 qam8
102030000002.738256 qam9
112110000002.238256 qam10
122190000001.538256 qam11
13227000000138256 qam12
142350000001.538256 qam13
152430000001.238256 qam14
16251000000138256 qam15
172590000000.938256 qam16
182670000001.538256 qam17
19275000000238256 qam18
20283000000238256 qam19
212910000002.238256 qam20
223070000002.938256 qam22
23315000000338256 qam23
24323000000340256 qam24



Downstream bonded channels

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

1Locked38.913368
2Locked37.618277
3Locked37.314669
4Locked37.617276
5Locked38.615579
6Locked38.617072
7Locked38.615080
8Locked38.917870
9Locked38.613771
10Locked38.916172
11Locked38.911378
12Locked38.616968
13Locked38.612270
14Locked38.614064
15Locked38.913770
16Locked38.616375
17Locked38.615768
18Locked38.612871
19Locked38.914671
20Locked38.911871
21Locked38.910971
22Locked38.911072
23Locked38.912071
24Locked40.310071
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Message 10 of 14
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Re: Frequent short internet drops on wired network

Upstream bonded channels

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

1603000124.7512064 qam1
2394000024.55512064 qam4
3461999914.55512064 qam3
4537000044.7512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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