Menu
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
136 Views
Message 1 of 7
Flag for a moderator

Intermittent internet - drops multiple times per day

My internet drops out multiple times per day, sometimes for minutes and sometimes for hours.  Both hard-wired and wifi devices all report 'connected,  no internet'.

Hub3 shows many different combinations of lights, but mostly White on, wifi solid green, internet flashing green. Hub does appear to reset itself on occasions.

Broadband status says intermittent error found.  Checked all cable connections.

BQB shows many red sections each day.

Help, please. This has been going on for at least 2 weeks, and the connection has not been reliable since beginning of lockdown.

Cannot even get anyone to answer on the phone to cancel this awful broadband service.

Completely frustrated and annoyed that I cannot use the service i am paying a lot for.

 

0 Kudos
Reply
Highlighted
  • 5.33K
  • 602
  • 1.77K
Very Insightful Person
Very Insightful Person
119 Views
Message 2 of 7
Flag for a moderator

Re: Intermittent internet - drops multiple times per day

If you can't get through on the phone then VM are recommending you send a text to 07533 051809 describing the issue and you should get a response, but it may take a day or two at present. This is a text only service, it does not support voice calls.  
https://community.virginmedia.com/t5/Digital-life/When-and-how-to-use-our-messaging-service/ba-p/425...

Cancelling the service cannot be done via the forum.  However, if you want help from the community to fix the issue rather than just cancel then some hubs stats would be a good start and also posting your BQM here.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
112 Views
Message 3 of 7
Flag for a moderator

Re: Intermittent internet - drops multiple times per day

Here is my data:

Downstream bonded channels

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

1330750000-14.435256 qam25



Downstream bonded channels

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

1Locked353206169241037

 

Upstream bonded channels

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

1462000565.15512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

Network Log

Time Priority Description

29/08/2020 21:06:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 21:05:54Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 21:05:54Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 21:05:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 21:04:54Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 21:04:54Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 21:04:30criticalReceived 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;
29/08/2020 21:03:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 21:03:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 21:03:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 21:02:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:22Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:22Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 18:20:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 18:20:46Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 18:19:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 18:19:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 18:18:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 18:18:49Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 18:16:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I appreciate your help

Linda

0 Kudos
Reply
Highlighted
  • 6.51K
  • 490
  • 859
Hero
110 Views
Message 4 of 7
Flag for a moderator

Re: Intermittent internet - drops multiple times per day

Your Downstream and Upstream Channels are a mess and need an engineer visit to put right.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

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

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


My Broadband Ping - 26_Aug_2020
0 Kudos
Reply
Highlighted
  • 5.33K
  • 602
  • 1.77K
Very Insightful Person
Very Insightful Person
103 Views
Message 5 of 7
Flag for a moderator

Re: Intermittent internet - drops multiple times per day

Hi Linda

that is a very unhealthy looking connection and I'm slightly surprised you get any connection at all.  There should be multiple locked downstream channels and the only one you have has a power level well below the recommended minimum.  Should also have more than one upstream channel locked and again the one you have has an out of spec power level, this time too high.

It will almost certainly need a technician to visit and investigate, unless there is a local area issue.  I have escalated this thread and hopefully one of the VM forum team will be along soon and can help book a tech visit if they deem it necessary.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 2.54K
  • 150
  • 324
Forum Team
Forum Team
92 Views
Message 6 of 7
Flag for a moderator

Re: Intermittent internet - drops multiple times per day

Hi @LBainbridge, thanks for getting in touch.

 

Sorry for the problems you've had with your connection. I wasn't able to help further using just your forum details on this occasion, so I'll get in touch via PM to confirm some details and hope to hear back from you soon. 

 

Tom 

Highlighted
  • 2.54K
  • 150
  • 324
Forum Team
Forum Team
74 Views
Message 7 of 7
Flag for a moderator

Re: Intermittent internet - drops multiple times per day

Thanks for getting back to us Linda.

 

I have booked you in with the next available appointment. You will find the appointment time slot via your online account (virg.in/myVM) and it can also be rescheduled or cancelled from there if needed.


Please keep us posted with how you get on, or if there's anything else we can help with in the meantime.


Tom