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Mikael2
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Intermittent Broadband

Final desperate attempt before we leave Virgin Media for good. 

Our internet drops intermittently. Computers on Ethernet drop too so it’s not the WiFi. In-between the dropouts speeds are fine so it’s completely binary.

After a dropout, everything stays offline until I restart the router. Once the router is restarted it works fine until it all drops again, which sometimes is a few hours later, sometimes days or even weeks later. 

I have had endless calls with Virgin. Engineers have been here twice. We have replaced the Hub/router and the engineer has replaced all cabling and the splitter which is within the property but the problem persists. 

I guess this is a final call to see if there’s anything Virgin have missed that others have experienced that could fix this problem?

We would have switched to another provider a long time ago but we ripped out our normal landline when we renovated the house so will need to get OpenReach to come and physically put back in ancient copper wires to the house if we go with another provider which doesn’t feel very 21st century...

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jbrennand
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Re: Intermittent Broadband

Can you follow this so we can see connection details.
____________________________________________

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 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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Mikael2
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Re: Intermittent Broadband

Like this?

Downstream Bonded Channels

13310000005.138256 qam252203000000540256 qam932110000004.940256 qam1042190000004.940256 qam115227000000540256 qam1262350000004.940256 qam1372430000004.640256 qam1482510000004.640256 qam1592590000004.640256 qam16102670000004.938256 qam17112750000004.838256 qam1812283000000538256 qam19132910000004.838256 qam20142990000004.538256 qam21153070000003.538256 qam22163150000003.238256 qam23173230000004.438256 qam24183390000005.838256 qam2619347000000638256 qam2720355000000638256 qam2821363000000638256 qam29223710000006.338256 qam30233790000006.338256 qam31243870000006.138256 qam32

1Locked38.91302Locked40.9503Locked40.3504Locked40.3605Locked40.3506Locked40.3407Locked40.3708Locked40.3509Locked40.35010Locked38.96011Locked38.97012Locked38.96013Locked38.66014Locked38.97015Locked38.67016Locked38.63017Locked38.64018Locked38.66019Locked38.68020Locked38.67021Locked38.68022Locked38.65023Locked38.611024Locked38.620

Upstream bonded channels

15370000045.5512064 qam1023940002144512064 qam1234619999144512064 qam1146030004345.5512064 qam9

1ATDMA00002ATDMA00003ATDMA00004ATDMA0000

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Mikael2
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Re: Intermittent Broadband

The Network log has a lot of references to "MAC" on there, you suggested I shouldn't paste that here but if I blank it out I'm not sure what's left. Sorry, I have absolutely no idea what any of this means btw.The priority column has a lot of notice, warning, and critical on there, which sounds scary.

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tehwolf
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Re: Intermittent Broadband


@Mikael2 wrote:

The Network log has a lot of references to "MAC" on there, you suggested I shouldn't paste that here but if I blank it out I'm not sure what's left. Sorry, I have absolutely no idea what any of this means btw.The priority column has a lot of notice, warning, and critical on there, which sounds scary.


if you copy/paste the data from the tables into here, the forum software should automatically mask the MAC address details..  

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Mikael2
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Re: Intermittent Broadband

17/02/2021 17:21:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/02/2021 17:21:31Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/02/2021 17:09:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/02/2021 14:24:44noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/02/2021 21:24:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/02/2021 16:46:2noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/02/2021 08:02:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/02/2021 07:30:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/02/2021 07:30:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;13/02/2021 22:27:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/02/2021 12:48:0noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/02/2021 09:28:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/02/2021 17:42:50noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/02/2021 17:42:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/02/2021 05:27:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/02/2021 12:16:34noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/02/2021 09:29:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/02/2021 09:28:49Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/02/2021 22:20:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;06/02/2021 11:20:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Mikael2
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Re: Intermittent Broadband

Is there anything in the above that could explain the issue?

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tehwolf
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Re: Intermittent Broadband

Nothing obvious that i can see - though there is some data missing from the downstream tab - you might have to scroll down to see it - there should be a second table under the one you copy/pasted already..

from what i can see in what you've posted thus far though, i don't see any glaring problems - there are, however, some logs that I'm not familiar with (ATOM) that someone else will have to comment on.

can you set up a BQM - once set up, find the Live Graph and click "Create Sharing Link" - post that back here. This will take ~24 hours to get a reasonable data set..

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Mikael2
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Re: Intermittent Broadband

Thanks all for helping with this! I think this is the link you’re asking for, but the broadband hasn’t dropped within this period. Is the trick to paste this here when the period includes one of these drop-outs?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e58bbf85333e6e9284b98ae87479a97dc9c248a3

 

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tehwolf
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Re: Intermittent Broadband


@Mikael2 wrote:

Thanks all for helping with this! I think this is the link you’re asking for, but the broadband hasn’t dropped within this period. Is the trick to paste this here when the period includes one of these drop-outs?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e58bbf85333e6e9284b98ae87479a97dc9c248a3

 


if you posted the "live graph" it will keep updating over time - it will show drops as they happen, no need to re-post it. 

 

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