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Intermittent disconnection - 20 times per day or more!

So, I'll try to save a bit of time...

 

I've rebooted everything many times

 

I've done a "pinhole reset" (twice more today), and am currently running with everything completely default.

 

When I do a service status test, it gets to about 15% ad then does this :

 

 

 

The problem occurs on my PC - Win10, my work laptop - Win 10, My phone (wifi connected samsung), my smart TV (Hisense), NowTV box, everything in fact.  

 

Worst impact is work PC, as the VPN drops and then takes a couple of minutes to reset and reconnect.

 

 

 

I have spent another hour on hold today, to be told there['s really no problem and I should to do a pinhole reset again and everything will be fine.

 

It's not fine, not even a little bit fine...

 

At apparently random intervals I lose connection for between 3 and 50 seconds, the rest of the time it works fine.  This is now impacting my ability to work, as I can't even remain connected to short meetings. An odd thing is that my OUTGOING connection is dropped several seconds before the INCOMING connection - e.g. I frequently hear people telling me that I have frozen again and they cannot hear me - often for 20-30 seconds before they freeze too.

 

I only use wifi by exception, most things are wired ethernet, work kit if direct to the hub, home kit via a Netgear 8 port switch.

 

I've really had enough of this now, so I'm looking for someone from virgin to pick this up and offer something constructive.  Sometimes, I can remain connected for a whole hour, but not often.

 

 

 

Here's the log from "Internet connection monitor", but this is only from the times that my personal PC has been left on.

 

 

 

Log

Date and time   Status

10.11.2020 19:49:09         No internet connection

10.11.2020 19:45:27         Online

10.11.2020 19:44:47         No internet connection

10.11.2020 19:44:28         Online

10.11.2020 19:42:05         No internet connection

10.11.2020 19:41:56         Online

10.11.2020 19:40:59         No internet connection

10.11.2020 19:39:51         Online

10.11.2020 19:39:47         No internet connection

10.11.2020 19:32:55         Online

10.11.2020 19:32:26         No internet connection

10.11.2020 19:32:19         Online

10.11.2020 19:32:02         No internet connection

10.11.2020 19:14:39         Online

10.11.2020 19:14:11         No internet connection

10.11.2020 19:14:03         Online

10.11.2020 19:13:47         No internet connection

10.11.2020 19:07:42         Online

10.11.2020 19:07:14         No internet connection

10.11.2020 19:06:56         Online

10.11.2020 19:06:53         No internet connection

10.11.2020 19:05:48         Online

10.11.2020 19:04:53         No internet connection

10.11.2020 18:51:23         Online

10.11.2020 18:50:35         No internet connection

10.11.2020 18:50:11         Online

10.11.2020 18:48:59         No internet connection

10.11.2020 18:11:42         Online

10.11.2020 18:10:50         No internet connection

10.11.2020 18:02:30         Online

10.11.2020 18:01:23         No internet connection

10.11.2020 17:58:21         Online

10.11.2020 17:57:08         No internet connection

10.11.2020 17:55:42         Online

10.11.2020 17:54:53         No internet connection

10.11.2020 17:54:45         Online

10.11.2020 17:54:35         No internet connection

10.11.2020 17:49:28         Online

10.11.2020 17:48:35         No internet connection

10.11.2020 17:46:49         Online

10.11.2020 17:45:56         No internet connection

10.11.2020 17:45:34         Online

10.11.2020 17:44:47         No internet connection

10.11.2020 17:36:51         Online

10.11.2020 17:35:44         No internet connection

10.11.2020 17:34:01         Online

10.11.2020 17:33:14         No internet connection

10.11.2020 17:17:35         Online

10.11.2020 17:17:29         No internet connection

10.11.2020 17:17:21         Online

10.11.2020 17:16:44         No internet connection

10.11.2020 16:52:20         Online

10.11.2020 16:51:47         No internet connection

10.11.2020 16:51:40         Online

10.11.2020 16:51:11         No internet connection

10.11.2020 16:27:39         Online

10.11.2020 16:27:38         No internet connection

10.11.2020 16:04:00         Online

10.11.2020 16:02:53         No internet connection

10.11.2020 15:27:27         Online

10.11.2020 15:26:29         No internet connection

10.11.2020 15:26:20         Online

10.11.2020 15:26:17         No internet connection

10.11.2020 15:00:13         Online

10.11.2020 14:59:23         No internet connection

10.11.2020 14:57:11         Online

10.11.2020 14:55:59         No internet connection

10.11.2020 14:19:46         Online

10.11.2020 14:19:33         No internet connection

10.11.2020 14:19:10         Online

10.11.2020 14:15:48         No internet connection

10.11.2020 13:56:58         Online

10.11.2020 13:56:45         No internet connection

09.11.2020 22:43:39         Online

09.11.2020 22:43:26         No internet connection

09.11.2020 22:41:06         Online

09.11.2020 22:38:47         No internet connection

09.11.2020 21:41:02         Online

09.11.2020 21:40:35         No internet connection

09.11.2020 21:40:18         Online

09.11.2020 21:39:26         No internet connection

09.11.2020 21:39:12         Online

09.11.2020 21:38:35         No internet connection

09.11.2020 21:38:22         Online

09.11.2020 21:38:11         No internet connection

09.11.2020 21:37:59         Online

09.11.2020 21:37:35         No internet connection

09.11.2020 21:37:10         Online

09.11.2020 21:36:59         No internet connection

09.11.2020 21:36:38         Online

09.11.2020 21:36:26         No internet connection

09.11.2020 21:35:15         Online

09.11.2020 21:35:02         No internet connection

09.11.2020 0:03:18           Online

09.11.2020 0:02:05           No internet connection

09.11.2020 0:01:55           Online

09.11.2020 0:01:50           No internet connection

09.11.2020 0:01:41           Online

09.11.2020 0:00:35           No internet connection

08.11.2020 23:58:55         Online

08.11.2020 22:25:30         Online

08.11.2020 22:24:23         No internet connection

08.11.2020 22:18:36         Online

08.11.2020 22:18:23         No internet connection

08.11.2020 22:08:44         Online

08.11.2020 22:07:47         No internet connection

08.11.2020 21:37:53         Online

08.11.2020 21:37:02         No internet connection

08.11.2020 21:10:28         Online

08.11.2020 21:10:17         No internet connection

08.11.2020 21:09:37         Online

08.11.2020 21:09:35         No internet connection

08.11.2020 21:08:02         Online

08.11.2020 21:07:20         No internet connection

08.11.2020 21:07:12         Online

08.11.2020 21:07:08         No internet connection

08.11.2020 21:00:54         Online

08.11.2020 21:00:38         No internet connection

08.11.2020 21:00:30         Online

08.11.2020 21:00:02         No internet connection

08.11.2020 20:42:47         Online

08.11.2020 20:42:23         No internet connection

08.11.2020 20:41:55         Online

08.11.2020 20:41:32         No internet connection

08.11.2020 20:41:24         Online

08.11.2020 20:41:08         No internet connection

08.11.2020 20:39:40         Online

08.11.2020 20:39:17         No internet connection

08.11.2020 20:39:04         Online

08.11.2020 20:38:47         No internet connection

08.11.2020 20:38:38         Online

08.11.2020 20:38:35         No internet connection

08.11.2020 20:38:22         Online

08.11.2020 20:37:50         No internet connection

08.11.2020 20:37:26         Online

08.11.2020 20:37:23         No internet connection

08.11.2020 20:37:17         Online

08.11.2020 20:36:26         No internet connection

08.11.2020 20:36:14         Online

08.11.2020 20:35:38         No internet connection

08.11.2020 20:35:30         Online

08.11.2020 20:34:11         No internet connection

08.11.2020 20:33:55         Online

08.11.2020 20:32:02         No internet connection

08.11.2020 20:31:55         Online

08.11.2020 20:31:38         No internet connection

08.11.2020 20:31:26         Online

08.11.2020 20:30:29         No internet connection

08.11.2020 20:30:11         Online

08.11.2020 20:29:56         No internet connection

08.11.2020 20:29:50         Online

08.11.2020 20:29:23         No internet connection

08.11.2020 19:59:29         Online

08.11.2020 19:58:17         No internet connection

08.11.2020 19:55:11         Online

08.11.2020 19:54:20         No internet connection

08.11.2020 19:45:20         Online

08.11.2020 19:43:47         No internet connection

08.11.2020 19:33:50         Online

08.11.2020 19:31:59         No internet connection

08.11.2020 19:26:57         Online

08.11.2020 19:26:35         No internet connection

08.11.2020 19:22:54         Online

08.11.2020 19:22:53         No internet connection

08.11.2020 19:09:26         Online

08.11.2020 19:09:20         No internet connection

07.11.2020 20:49:48         Online

07.11.2020 20:48:26         No internet connection

07.11.2020 20:31:20         Online

07.11.2020 20:29:59         No internet connection

07.11.2020 20:11:06         Online

07.11.2020 20:11:02         No internet connection

07.11.2020 20:10:38         Online

07.11.2020 20:10:32         No internet connection

07.11.2020 20:10:00         Online

07.11.2020 20:09:32         No internet connection

07.11.2020 20:08:59         Online

07.11.2020 20:08:53         No internet connection

07.11.2020 20:08:27         Online

07.11.2020 20:08:11         No internet connection

07.11.2020 20:07:35         Online

07.11.2020 20:06:41         No internet connection

07.11.2020 20:01:28         Online

07.11.2020 19:59:32         No internet connection

07.11.2020 19:59:26         Online

07.11.2020 19:59:05         No internet connection

07.11.2020 19:55:36         Online

07.11.2020 19:55:32         No internet connection

07.11.2020 19:55:22         Online

07.11.2020 19:55:02         No internet connection

07.11.2020 19:33:57         Online

07.11.2020 19:33:44         No internet connection

07.11.2020 19:33:35         Online

07.11.2020 19:33:32         No internet connection

07.11.2020 19:33:03         Online

07.11.2020 19:32:50         No internet connection

07.11.2020 19:32:28         Online

07.11.2020 19:32:20         No internet connection

07.11.2020 19:31:57         Online

07.11.2020 19:31:53         No internet connection

07.11.2020 19:31:43         Online

07.11.2020 19:31:23         No internet connection

07.11.2020 19:28:36         Online

07.11.2020 19:28:35         No internet connection

07.11.2020 19:26:26         Online

07.11.2020 19:25:35         No internet connection

07.11.2020 19:25:21         Online

07.11.2020 1:00:48           No internet connection

07.11.2020 1:00:12           Online

07.11.2020 0:58:50           No internet connection

06.11.2020 15:14:49         Online

06.11.2020 15:14:34         No internet connection

06.11.2020 15:14:19         Online

06.11.2020 15:13:52         No internet connection

05.11.2020 16:26:44         Online

05.11.2020 16:26:23         No internet connection

05.11.2020 16:26:07         Online

05.11.2020 16:25:53         No internet connection

05.11.2020 16:25:27         Online

05.11.2020 16:25:23         No internet connection

04.11.2020 23:36:39         Online

04.11.2020 23:36:30         No internet connection

04.11.2020 23:35:40         Online

04.11.2020 19:43:37         Online

04.11.2020 19:43:10         No internet connection

04.11.2020 19:33:21         Online

04.11.2020 19:33:07         No internet connection

04.11.2020 19:05:13         Online

04.11.2020 19:05:04         No internet connection

04.11.2020 18:23:08         Online

04.11.2020 18:22:55         No internet connection

04.11.2020 18:19:08         Online

04.11.2020 18:19:07         No internet connection

03.11.2020 23:40:04         Online

03.11.2020 23:38:35         No internet connection

03.11.2020 23:28:36         Online

03.11.2020 23:13:58         No internet connection

03.11.2020 19:44:11         Online

03.11.2020 19:43:43         No internet connection

03.11.2020 19:43:31         Online

03.11.2020 19:42:43         No internet connection

03.11.2020 19:29:05         Online

03.11.2020 19:28:40         No internet connection

03.11.2020 19:18:56         Online

03.11.2020 19:18:43         No internet connection

02.11.2020 22:08:57         Online

02.11.2020 22:08:48         No internet connection

02.11.2020 22:07:51         Online

02.11.2020 22:07:51         No internet connection

02.11.2020 21:56:46         Online

02.11.2020 21:56:12         No internet connection

02.11.2020 20:42:53         Online

02.11.2020 20:42:39         No internet connection

02.11.2020 19:06:34         Online

02.11.2020 19:06:15         No internet connection

02.11.2020 19:05:57         Online

02.11.2020 19:05:54         No internet connection

02.11.2020 19:05:02         Online

02.11.2020 19:04:51         No internet connection

02.11.2020 19:04:10         Online

02.11.2020 19:03:57         No internet connection

02.11.2020 16:58:20         Online

02.11.2020 16:56:51         No internet connection

02.11.2020 16:56:24         Online

02.11.2020 16:54:54         No internet connection

02.11.2020 12:34:47         Online

02.11.2020 12:34:42         No internet connection

02.11.2020 12:34:31         Online

02.11.2020 12:34:27         No internet connection

02.11.2020 12:34:13         Online

02.11.2020 12:34:12         No internet connection

02.11.2020 12:34:03         Online

02.11.2020 12:33:57         No internet connection

02.11.2020 12:33:48         Online

02.11.2020 12:33:36         No internet connection

02.11.2020 11:14:04         Online

02.11.2020 11:13:15         No internet connection

02.11.2020 11:13:06         Online

02.11.2020 11:12:51         No internet connection

02.11.2020 11:12:44         Online

02.11.2020 11:10:36         No internet connection

02.11.2020 11:10:27         Online

02.11.2020 11:09:09         No internet connection

02.11.2020 10:49:18         Online

02.11.2020 10:49:03         No internet connection

01.11.2020 23:34:42         Online

01.11.2020 23:34:28         No internet connection

01.11.2020 22:33:55         Online

01.11.2020 22:31:55         No internet connection

01.11.2020 22:21:52         Online

01.11.2020 22:19:58         No internet connection

01.11.2020 22:01:57         Online

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Message 2 of 12
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Re: Intermittent disconnection - 20 times per day or more!

The missing image says "oops something went wrong with the test"

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Message 3 of 12
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Re: Intermittent disconnection - 20 times per day or more!

What is your contracted speed ?

Which Hub do you have ?

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

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

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 4 of 12
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Re: Intermittent disconnection - 20 times per day or more!

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

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 'Live 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.

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

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 5 of 12
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Re: Intermittent disconnection - 20 times per day or more!

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, Configuration 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 6 of 12
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Re: Intermittent disconnection - 20 times per day or more!

When it works it's great, solid 220 down and 20 up from speedtest.net to Virgin in Manchester, about 100 down 20 up to anything non virgin, I pay for the 200.

 

Hub matches the image of super hub 2.  Everything is plugged in and tight (retightened about 20 times per day for the last 4 weeks...)

 

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Message 7 of 12
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Re: Intermittent disconnection - 20 times per day or more!

Is it just Wi-Fi dropping?


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Message 8 of 12
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Re: Intermittent disconnection - 20 times per day or more!

Here's the live link - noting that earlier today VM told me everything was fine !

https://www.thinkbroadband.com/broadband/monitoring/quality/share/480a407b615bfdecb884802e9c32546918...

 

Here's everything from the status pages

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)163000000Locked
Ranged Upstream Channel (Hz)53700000Success
Provisioning StateOKOperational

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)163000000139000000147000000155000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID41235678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)8.719.699.438.888.608.468.368.29
RxMER (dB)37.9437.0937.3637.3637.9438.2638.2638.26
Pre RS Errors301315293964304295292928
Post RS Errors278270291962304295291928

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2543
Frequency (Hz)53700000326000003940000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size4444
Power Level (dBmV)44.7544.7544.7544.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1000
T4 Timeouts0000

 

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type16QAM16QAM16QAM64QAM64QAM64QAM
Differential EncodingOFFOFFOFFOFFOFFOFF
Preamble Length36384384646464
Preamble Value Offset39666396396396
FEC Error Correction (T)0556109
FEC Codeword Information Bytes (K)16343476231236
Maximum Burst Size0003018
Guard Time Size224848222222
Last Codeword LengthFixedFixedFixedShortenedShortenedShortened
Scrambler On/OffONONONONON

ON

 

Network Log

First TimeLast TimePriorityError NumberDescription
10/11/2020 20:01:56 GMT10/11/2020 20:01:56 GMTError (4)68010302DHCP WAN IP - 82.46.###.###
10/11/2020 20:00:54 GMT10/11/2020 20:00:54 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/11/2020 19:45:54 GMT10/11/2020 19:45:54 GMTWarning (5)66050310Auth Success - Web login successful.
10/11/2020 14:15:39 GMT10/11/2020 14:15:39 GMTError (4)68010302DHCP WAN IP - 82.46.###.###
10/11/2020 14:14:39 GMT10/11/2020 14:14:39 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/11/2020 14:12:39 GMT10/11/2020 14:12:39 GMTWarning (5)66050310Auth Success - Web login successful.
10/11/2020 13:52:57 GMT10/11/2020 13:52:57 GMTWarning (5)66050310Auth Success - Web login successful.
10/11/2020 13:47:58 GMT10/11/2020 13:47:58 GMTError (4)68010302DHCP WAN IP - 82.46.###.###
10/11/2020 13:46:59 GMT10/11/2020 13:46:59 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/11/2020 12:50:24 GMT10/11/2020 12:50:24 GMTWarning (5)84020200Lost MDD Timeout
10/11/2020 12:50:21 GMT10/11/2020 12:50:21 GMTWarning (5)84020200Lost MDD Timeout
10/11/2020 12:49:23 GMT10/11/2020 12:49:23 GMTWarning (5)84020200Lost MDD Timeout
10/11/2020 12:46:36 GMT10/11/2020 12:46:36 GMTWarning (5)84020200Lost MDD Timeout
10/11/2020 09:54:45 GMT10/11/2020 09:54:45 GMTWarning (5)84020200Lost MDD Timeout
10/11/2020 09:54:45 GMT10/11/2020 09:54:45 GMTWarning (5)84020200Lost MDD Timeout

 

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Message 9 of 12
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Re: Intermittent disconnection - 20 times per day or more!

No, I only use wifi where I must, most things cabled in cat5e

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Message 10 of 12
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Re: Intermittent disconnection - 20 times per day or more!

and the wired connections are still dropping?


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