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Intermittent internet for months now, impossible to get a hold of someone to help

yumsoup
Tuning in

For months now, even on ethernet, packet loss and latency skyrockets to unusable levels, its become more and more frequent. It has happened almost every day for the past week.

I've tried to go through VM contact many times, only to receive a generic message to reset the router and wait 24 hours. Due to the intermittent nature of the blackouts, they conclude there is no problem. During this period, they've even increased my contract price!

What on earth can I do to get this fixed?

16 REPLIES 16

Hi, here is a live version:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fdd1f1703638ca353a06f4af682a84d658...

It doesn't look too bad today, however multiple times i've been cutting out and losing connection in calls just today, and using a pingtest webtool, it often looks like this.
Screenshot_3.png

jpeg1
Alessandro Volta

The next step is to post the downstream, upstream and log data from your Hub. Copy and paste it as text, not screenshots. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

ns006m
Tuning in

There is an issue with the hub 5 wifi.

I had the same problem, 3 engineer visits, all connections changed inside and out, a hub change and was still getting disconnects. I cured the problem by putting the router into modem only mode. Not had a disconnect since.

Hello, sorry for the late response. I have been in the hospital.

Here are the logs, I hope these are the right ones.

 
 

Network Log

Time Priority Description
16/05/2024 14:57:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2024 14:51:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2024 23:09:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2024 08:19:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2024 02:45:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2024 14:17:5noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2024 14:17:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2024 14:17:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2024 11:36:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2024 09:16:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2024 05:57:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2024 01:11:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2024 15:08:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2024 14:51:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2024 02:36:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2024 02:17:6noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2024 02:17:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 17:02:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2024 14:40:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2024 14:40:43critical

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


 

Thanks for coming back to us @yumsoup, and hope you're on the mend 👍

I've been able to look into your router and have ran a flow.

No issues, have been detected, however it may be worth doing either a reboot on the hub, or if possible a reset on the hub as the uptime is showing as 40 days.

Thanks,

David_Bn

Hi,

Thanks for the reply.

I have restarted the router, but I've done this before, including a hard reset, and the issue has persisted. You were possible checking during a normal period, however, as my thinkbroadband history shows, there are periods of high packet loss almost every single day, where online meetings will freeze and buffer at these times, and online games will be disconnected. I know this isn't normal as I have been with VM for over a decade without this ever happening.

Please advise on what more I can do or where I can get help.


Thanks

Hi @yumsoup, no problem at all. Thank you for getting back to us.

In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel