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,

[dimpleandandrew]

 the dropped packets show both times when we lost Internet yesterday and both times seem to coincide with a Notice ATOM

Network LogTime Priority Description

17/09/2021 23:18:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2021 22:20:21	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2021 15:10:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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;

[Zak_M]

Good morning @dimpleandadrew 

Welcome to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with your services. 

I have just run some diagnostics from here & there are some power level issues, we are going to need to get an engineer out to resolve this. 

I will pop you over a PM so that I can confirm your address. 

Kind regards,

Zak_M

[dimpleandandrew]

Hi Zak,

We have had 2 engineers out already so I am not sure what a 3rd can do but happy to provide details, will respond to your private message.

Regards

Andrew

[Zak_M]

Thank you for providing me with that information via PM. 

I have booked the engineer to attend, you can find the time, date & make any amendments via your My Virgin Media account.

Kind regards,

Zak_M

[dimpleandandrew]

Engineer has been and this afternoon but the issue still persists.

He suggested changing the ethernet cables thay I have plugged in so will try that and see if it stops the issue,

Regards

Andrew

Below is the last 24 hours

 

[dimpleandandrew]

Hi Zak/virgin media,

Any chance of anyone being able to help with this? Currently having to reset my router at least once a day due to this ongoing intermittent issue?

Regards

Andrew

[Zak_M]

Good morning @dimpleandandrew. 

Thank you for keeping us updated.

How are things looking since your post on Friday? Have things improved. 

Kind regards,

Zak_M

[dimpleandandrew]

Hi Zak,

I posted yesterday to say that nothing has changed, still have the same issue everyday, in fact most days it happens twice it seems now so you could argue that it is getting worse.

Often occurs in the morning once and then in the evening again!

Regards

Andrew

[Serena_C]

Hi Andrew,

Thanks for getting back to us, I'm really sorry to hear that the issues have been getting worse for you.

I have ran some further checks and can see that your downstream levels are out of spec, I have booked a technician appointment for you to get this sorted.

I shall send you a private message with ethd etails of your appointment now.

Best wishes,

Serena

[dimpleandandrew]

Hi,

There has still been no resolution and in fact I was told that a network engineer would be sent out to rewire both the cable inside the house as well as the cable from the green box to my house. Unfortunately, that seems to be all talk from Virgin as they now seem to ignore me.

I am fairly confident it is to do with the router being overloaded as the Internet seems to go down every evening coinciding when I turn disney plus on! It goes down on other occasions as well but disney plus seems to overload it consistently.