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Intermittent broadband

Help please?

My broadband connection has been intermittent for past 3 days. I've done the Pin Hole
reset twice. And turned the hub off twice. According to Windows Troubleshooting:

A network cable is not properly plugged in or may be broken.

Can I please book a visit from an engineer? Like many of your customers, I work from home
and I need this to work.

Thanks.

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Alessandro Volta
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Message 2 of 23
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Re: Intermittent broadband

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 23
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Re: Intermittent broadband

Thanks. I'll try this.

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Message 4 of 23
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Re: Intermittent broadband

I think I've setup a BQM. Is this the link you want posted straightaway? Thanks.

https://www.thinkbroadband.com/broadband/monitoring/quality/view/3b444b7422048a18d0f59dc2b32bbb384a1...
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Alessandro Volta
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Message 5 of 23
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Re: Intermittent broadband


@hewington wrote:
I think I've setup a BQM. Is this the link you want posted straightaway? Thanks.

https://www.thinkbroadband.com/broadband/monitoring/quality/view/3b444b7422048a18d0f59dc2b32bbb384a1...

404 - Page Not Found

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 6 of 23
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Re: Intermittent broadband

You need to share the "live share" URL

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If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Re: Intermittent broadband

Sorry, I'm probably not following your instructions very well. But I've now copied the Direct Link. Hope I've done it right. Thanks.

 

My BQM 

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Alessandro Volta
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Message 8 of 23
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Re: Intermittent broadband

Also what is actually not working with the hub? Wired connections? Wireless connections? One device? Multiple devices?

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Re: Intermittent broadband

Thanks. I'm on the Share Live Graph page and I can see a green tick beside 'Graph share' created

 

My BQM 

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Message 10 of 23
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Re: Intermittent broadband

And here's the Downstream, Upstream, Network info:

 

DOWNSTREAM

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 10.1 38 256 qam 25
2 203000000 7.5 38 256 qam 9
3 211000000 7.5 38 256 qam 10
4 219000000 7.5 38 256 qam 11
5 227000000 7.5 38 256 qam 12
6 235000000 7.5 38 256 qam 13
7 243000000 7.4 38 256 qam 14
8 251000000 7.5 38 256 qam 15
9 259000000 7.6 38 256 qam 16
10 267000000 8 38 256 qam 17
11 275000000 8 38 256 qam 18
12 283000000 8.4 38 256 qam 19
13 291000000 8.5 38 256 qam 20
14 299000000 9 38 256 qam 21
15 307000000 9.4 38 256 qam 22
16 315000000 9.6 38 256 qam 23
17 323000000 9.8 38 256 qam 24
18 339000000 10.4 38 256 qam 26
19 347000000 10.5 38 256 qam 27
20 355000000 10.5 38 256 qam 28
21 363000000 10.8 38 256 qam 29
22 371000000 11 38 256 qam 30
23 379000000 11.4 38 256 qam 31
24 387000000 11.5 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 6 0
2 Locked 38.9 6 0
3 Locked 38.6 6 0
4 Locked 38.6 4 0
5 Locked 38.9 6 0
6 Locked 38.6 8 0
7 Locked 38.6 6 0
8 Locked 38.9 5 0
9 Locked 38.6 6 0
10 Locked 38.9 4 0
11 Locked 38.9 6 0
12 Locked 38.9 6 0
13 Locked 38.9 5 0
14 Locked 38.6 6 0
15 Locked 38.9 4 0
16 Locked 38.6 6 0
17 Locked 38.6 6 0
18 Locked 38.6 6 0
19 Locked 38.6 19 0
20 Locked 38.9 5 0
21 Locked 38.6 3 0
22 Locked 38.9 7 0
23 Locked 38.9 5 0
24 Locked 38.9 0 0

UPSTREAM

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 4.175 5120 64 qam 5
2 39400000 4.175 5120 64 qam 4
3 53700000 4.2 5120 64 qam 2
4 46200000 4.175 5120 64 qam 3


Upstream bonded channels
Channel 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

NETWORK LOG

2/11/2020 14:27:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:06:48 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 11:54:56 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 11:39:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 10:08:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 04:08:19 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 22:00:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 18:36:3 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 18:09:8 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 12:10:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 21:23:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 12:10:30 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 02:43:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 00:10:30 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 23:40:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 23:39:43 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 23:35:12 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 23:35:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 23:35:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.

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