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jaycorp
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Intermittent Internet Drop Out

Hi All,

I have been having an issue with my broadband 100 for the last month or so. My internet connection keeps dropping out at least once every couple of hours. It is the same weather it is a wifi or ethernet connection. My Virgin hub 3.0 is in modem mode and connected to a TP link router. The secondary issue is that my download speed has dropped to half of what it used to be. I am gettin 30-50mps if not lower when before it used to be the full 100mps. Not sure is that is due to the increased network load due to everyone working from home.

When I check the virgin network status is says my area is ok. When I run the virgin network test it says there is a problem but the only suggestion it  makes is the usual reboot hub etc which I have tried.

I have attached the logs to see if anyone can help as I cannot connect to any Virgin helpdesk. 

 

Network Log

Time Priority Description

23/04/2020 21:18:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 14:59:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 11:11:33noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 11:11:33ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 06:24:17ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 06:10:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2020 16:02:35ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2020 08:34:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 21:23:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 17:57:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2020 22:57:23ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 06:37:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2020 22:44:58noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2020 22:44:58ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2020 05:44:23ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2020 18:01:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 16:35:17ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2020 21:00:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 20:58:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 12:10:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

testtest

Downstream bonded channels

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

14030000004.837256 qam30
21950000005.537256 qam8
3203000000537256 qam9
4211000000537256 qam10
52190000004.637256 qam11
62270000004.437256 qam12
72350000003.737256 qam13
82430000003.937256 qam14
92510000004.637256 qam15
10259000000537256 qam16

 

 

Upstream bonded channels

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

1462000613.775512064 qam3
2393998693.775512064 qam4
3536999763.925512064 qam2
4603000533.925512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Scott_B
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Re: Intermittent Internet Drop Out

Hi.
Send me a pm with postcode, account number and if you know it the area code and I will look into it for you.
"To PM me, just hover over my profile picture and click Send Message when the option comes up. Please don't post any of the info I've asked for in this thread as it's public"
Thanks
Scott

Here to help! I'm a technician helping out whilst working from home. Find out more


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glewin
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Re: Intermittent Internet Drop Out

Hi all.

I've been having issues with my connection for a few months now. I get random disconnections, or when I check my speeds it starts at around 80 then drops dramatically before the test finishes.

I get critical or error logs on my router.

Just wanting to see if anyone knows whats going on and how It can get resolved.

Many thanks

 

 

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Kath_F
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Re: Intermittent Internet Drop Out

Hi glewin,


Thanks for your post and welcome to the community. It's great having you on board with us.


I'm sorry to hear that you are having an issue with your speed. Checking your account, I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There are no faults open that may be affecting you and the congestion on the network is very minimal too. 


I can see that the devices you have connected to the hub are via WiFi and a few of these are getting a low signal so try these tips and hints to increase speeds on these. You may also benefit from downloading the VM Connect App. You can use this to run scans to see what the issue may be. It will identify any dead spots and show you how to resolve them too.

 

Finally, we need to concentrate on ensuring you are getting the correct speed via an ethernet cable first. Please plug in a Cat 6 cable to the hub and can you also check the network card on your laptop or PC to ensure this is 1GB. Once you have checked these, reboot your Laptop or PC into safe mode with networking and do a speed test via speedtest.net. Please post the results back here 🙂

Let us know how you get on. 


Thanks,

Kath_F
Forum Team



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