Intermittent Internet issue

[dimpleandandrew]

Hi All,

I am having an intermittent issue where every day my interent drops out. This affects all devices and both WiFi and ethernet connected devices.

I have had 2 engineers out and they have changed everything including the router but still I am getting the issue.

My phone/laptops say either 'Couldn't get IP address' or 'Couldn't Authenticate Connection'

Everytime I phone support they run their tests and say Everything is fine and then suggest i reset my router and thats their permanent solution.

When I turn the router on and off the Internet comes back on, the same happens when I perform a pin hole reset but there is obviously an underlying issue.

I entered the advanced settings and ran a network diagnostic when my Internet was working at got the below results which surprised me seeing as the Internet was actually working at this time:

Your home network has a few problems.



 Checking Broadband Service
 Checking Telephone Service
 Checking Ethernet Connections
 Checking WiFi Connections

If you still think something is wrong, please check the following

1Gateway IPv4 address is valid.
2Your broadband connection is working.
3Your broadband connection is ready.
4The temperature of your Hub 3.0 is normal.
5The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
6Please place your WiFi device near the Hub 3.0.

Any help you can provide would be appreciated as virgin do not seem to be able to help,

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (you will likely need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[dimpleandandrew]

Thanks, have set up the Monitor so will post that later but the router status is below:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	419000000	Locked
Ranged Upstream Channel (Hz)	25799991	Locked
Provisioning State	Online

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	419000000	-1	38	256 qam	36
2	235000000	-3.2	36	256 qam	13
3	243000000	-2.9	36	256 qam	14
4	251000000	-2.4	36	256 qam	15
5	259000000	-2.2	36	256 qam	16
6	267000000	-2.2	36	256 qam	17
7	275000000	-1.9	36	256 qam	18
8	283000000	-1.9	37	256 qam	19
9	291000000	-1.7	37	256 qam	20
10	299000000	-1.2	37	256 qam	21
11	307000000	-1.2	37	256 qam	22
12	315000000	-1	37	256 qam	23
13	323000000	-0.7	37	256 qam	24
14	331000000	-0.7	37	256 qam	25
15	339000000	-1	37	256 qam	26
16	347000000	-1.2	37	256 qam	27
17	355000000	-1.2	37	256 qam	28
18	363000000	-1.2	38	256 qam	29
19	371000000	-0.5	38	256 qam	30
20	379000000	-0.4	38	256 qam	31
21	387000000	-0.4	38	256 qam	32
22	395000000	-0.5	38	256 qam	33
23	403000000	-0.5	38	256 qam	34
24	411000000	-0.5	38	256 qam	35

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	0	0
2	Locked	36.3	3	0
3	Locked	36.3	4	0
4	Locked	36.6	5	0
5	Locked	36.6	0	0
6	Locked	36.3	6	0
7	Locked	36.6	6	0
8	Locked	37.3	6	0
9	Locked	37.3	3	0
10	Locked	37.3	5	0
11	Locked	37.3	3	0
12	Locked	37.6	6	0
13	Locked	37.6	5	0
14	Locked	37.6	6	0
15	Locked	37.3	0	0
16	Locked	37.6	0	0
17	Locked	37.6	5	0
18	Locked	38.6	0	0
19	Locked	38.6	6	0
20	Locked	38.9	5	0
21	Locked	38.6	5	0
22	Locked	38.9	0	0
23	Locked	38.6	6	0
24	Locked	38.6	5	0

[dimpleandandrew]

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

1	25799991	45.3	5120	64 qam	6
2	32599986	45.3	5120	64 qam	5
3	39399957	45.3	5120	64 qam	4
4	46199996	45.3	5120	64 qam	3

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	SUBsgvca69834ncxv9873254k;fg8

Primary Downstream Service Flow

SFID	4236
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	4235
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network LogTime Priority Description

16/09/2021 01:32:24	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 00:34:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 18:43:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 18:43:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 18:13:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 18:13:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 17:43:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 17:43:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 17:11:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 17:11:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 17:08:42	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:41:15	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:41:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:11:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:11:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:41:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:41:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:11:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:11:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 14:41:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Nothing stands out from the stats - the ATOM in the logs I'm not sure about - It'll be interesting to see your BQM!

Definitely set one up! That way any drops will be very visible and VM can't argue with it!

[dimpleandandrew]

So my interent just dropped (around 14:20) with the usual messages, here is the graph and the network status

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1936f4f82fee0c962f01c8c5a36d632872d42660-17-09-2021

Not sure how to post the actual picture of the graph as it won't let me,

[dimpleandandrew]

Not sure if it's normal but I couldn't access the advanced settings as soon as my Internet dropped Also the notice on my TV which is connected via ethernet cable said

"Your tv is connected to your local network hut cannot connect to the Internet. Try the following, check the LAN cable and router connections, check of the DNS settings are configured correctly in the IP settings

Network LogTime Priority Description

17/09/2021 14:20:57	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 21:07:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 01:32:24	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 00:34:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 18:43:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 18:43:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 18:13:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 18:13:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 17:43:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 17:43:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 17:11:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 17:11:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 17:08:42	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:41:15	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:41:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:11:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:11:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:41:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:41:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:11:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[dimpleandandrew]

 

[dimpleandandrew]

Another strange thing that I have noticed is that when I look at my connected devices under advanced settings it shows almost all of my devices as being connected via ethernet and not wireless, even though I only have 2 devices connected via ethernet and the other circa 20 devices are wireless.

[artvandelay]

I have been experiencing the same issue with intermittent dropouts over the last few weeks, and incidentally - but interestingly - also had an identical outage to the one you describe today at 14.20. Maybe it's just a coincidence but surely the timing is odd (unless we happen to be neighbours, I suppose!). Like yours mine was also fixed by a router restart. Please do share if you find a way to resolve the problem - I will do likewise.