Menu
Reply
Lawsofphysics
  • 8
  • 1
  • 1
Tuning in
172 Views
Message 1 of 8
Flag for a moderator

Intermittent internet drop - roughly same time each day

I've been connected to VM for a few months now and I notice a drop in internet roughly the same time each day. Oddly enough, this adjusted by an hour when the clocks changed. It may be dropping at other times, but this is when I notice it.

I'd assume it was my work kit for a while, but I'm fairly sure it is connection itself. Can be disruptive during important meetings, etc. My router log is below. Can anyone advise whether it's my end or cabinet, perhaps?

Thanks

Kev

Time

Priority

Description

25/04/2021 12:39:49

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/04/2021 23:47:52

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/04/2021 09:06:22

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/04/2021 07:45:55

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/04/2021 15:42:29

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/04/2021 11:47:52

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2021 16:05:52

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2021 05:22:34

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2021 05:36:6

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2021 05:13:8

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/04/2021 15:20:8

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/04/2021 14:53:18

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:38

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/04/2021 11:54:38

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/04/2021 03:16:26

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/04/2021 23:54:38

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2021 15:36:36

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2021 11:54:38

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/04/2021 12:36:25

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/04/2021 10:50:5

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply
conman33158
  • 1.44K
  • 125
  • 265
Knows their stuff
168 Views
Message 2 of 8
Flag for a moderator

Re: Intermittent internet drop - roughly same time each day

Can you please upload your router stats and set up a BQM

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

DO NOT LOG IN, just click “Check Router Status” at the bottom of the page. Sometimes the “Check Router Status” is missing, in this case just go ahead and log in and go to Advanced Settings-> Tools-> Network Status.

Please copy and paste the contents of the Downstream, Upstream and Configuration, if you get a yellow warning just click the Post button again.

You can use more than one post for each item if needed!

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Under your graph you just created Click (Share Live Graph)

Copy the text in the “Direct Link” box and paste it on here

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
0 Kudos
Reply
Lawsofphysics
  • 8
  • 1
  • 1
Tuning in
152 Views
Message 3 of 8
Flag for a moderator

Re: Intermittent internet drop - roughly same time each day

Thanks for getting back.

BQM graph (Luckily, I've had this going for a while)-

https://www.thinkbroadband.com/broadband/monitoring/quality/share/079ade288efbb65608f291deac98a97516...

Despite the graph - I can assure you I had good internet yesterday, but the PC was switched off.

Downstream:

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

11390000002.540256 qam1
21470000002.440256 qam2
31550000002.240256 qam3
41630000002.440256 qam4
51710000002.540256 qam5
61790000002.540256 qam6
71870000002.540256 qam7
81950000002.440256 qam8
92030000002.240256 qam9
102110000002.440256 qam10
112190000002.240256 qam11
12227000000240256 qam12
132350000001.940256 qam13
142430000001.540256 qam14
152510000001.440256 qam15
16259000000140256 qam16
172670000000.940256 qam17
182750000000.540256 qam18
192830000000.240256 qam19
20291000000038256 qam20
21299000000038256 qam21
22307000000-0.540256 qam22
23315000000-0.438256 qam23
24323000000-0.538256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.31310
2Locked40.9760
3Locked40.9811
4Locked40.37113
5Locked40.31003
6Locked40.312012
7Locked40.31160
8Locked40.91360
9Locked40.31640
10Locked40.31170
11Locked40.91180
12Locked40.31450
13Locked40.31900
14Locked40.32120
15Locked40.32310
16Locked40.32280
17Locked40.33090
18Locked40.34050
19Locked40.35080
20Locked38.96900
21Locked38.97960
22Locked40.36670
23Locked38.97750
24Locked38.67430

 

...ctd

0 Kudos
Reply
Lawsofphysics
  • 8
  • 1
  • 1
Tuning in
149 Views
Message 4 of 8
Flag for a moderator

Re: Intermittent internet drop - roughly same time each day

...

Upstream bonded channels

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

13259989836512064 qam10
24619998535.5512064 qam8
33939995635.8512064 qam9
42580011236512016 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0020
3ATDMA0010
4ATDMA00800

 

Configuration

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm



Primary Downstream Service Flow

SFID184362
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID184361
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Hope this proves useful

0 Kudos
Reply
conman33158
  • 1.44K
  • 125
  • 265
Knows their stuff
142 Views
Message 5 of 8
Flag for a moderator
Helpful Answer

Re: Intermittent internet drop - roughly same time each day

Upstream bonded channels

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

13259989836512064 qam10
24619998535.5512064 qam8
33939995635.8512064 qam9
42580011236512016 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0020
3ATDMA0010
4ATDMA00800

 

You have far too many T3 Time out errors and one of your upload streams are on the wrong modulation so something is not right.

Have you called 0800 561 0061 for the most up to date faults information in your area?

In failing that it would be best to call it in. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
Lawsofphysics
  • 8
  • 1
  • 1
Tuning in
131 Views
Message 6 of 8
Flag for a moderator

Re: Intermittent internet drop - roughly same time each day

Thanks for your advice.

From running a quick online service status check, I can see there's an investigation in the area, but nothing more specific than that.

As it's not currently a critical issue, I'm content to wait until an admin picks this up. I'll keep an eye in case it gets worse though. Really helpful response, thanks, conman. Reassuring to know it wasn't my imagination!

Kev
conman33158
  • 1.44K
  • 125
  • 265
Knows their stuff
127 Views
Message 7 of 8
Flag for a moderator

Re: Intermittent internet drop - roughly same time each day

No worries mate, hopefully a Virgin staff member will be able to explain in more detail and give you a fix date 🙂

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
0 Kudos
Reply
Ayisha_B
  • 754
  • 20
  • 73
Forum Team
Forum Team
43 Views
Message 8 of 8
Flag for a moderator
Helpful Answer

Re: Intermittent internet drop - roughly same time each day

Hi @Lawsofphysics,

 

Welcome to our Community Forums and thanks for posting.

 

I am sorry to hear you are experiencing intermittent drop outs. 

 

I have taken a look at your account and our systems has identified an issue which is affecting multiple customers in your area. This is likely to cause connectivity and performance issues. Our engineering teams have been automatically notified and will investigate and fix the issue as soon as possible.

 

I can see your hub was last rebooted 13 days ago. Are you able to reboot now? This should allow your connection to refresh and the devices to hop onto the least congested channels. Let me know if that makes any difference in the interim period. 

Ayisha_B
Forum Team



New around here? To find out more about the Community check out our Getting Started guide