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flibblewibble
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Internet Connection Dropping

Hi there,

I'm having a frustrating problem where my internet connection just drops out randomly. When it happens all the wired and wireless devices in my house instantly lose internet access, but the connection lights (tick and up/down arrows) on the router remain blue.

The first time it happened was about a week ago in the evening. When it happened I rebooted my router, the connection came back up and then it instantly dropped, whilst the connection lights remained blue. I rebooted the router three more times until eventually the connection held. 

I hadn't had any more occurrences until today, when it's happened again twice. The exact same thing happens: The connection drops, all devices lose internet access, but the connection lights on the router remain blue. I've also noticed lots of latency on the connection today, which is causing issues in online games.

There was a broadband service outage in my area the week before all this began if I recall correctly. I had no internet that day until about noon. I don't know if that's related.

I spoke to the call centre, who did their best to advise, however it wasn't particularly productive. They told me they'd monitor things on their end, but that there were no faults in my area or with my router they could see.

Scouring the forum I did stumble across this post, which seems to be a similar problem: https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-dropping-connection/td-p/3729037 I noticed "No ranging response received - T3 timeout" errors in my router logs the first time this occurred.

Any advice on how to resolve this would be greatly appreciated.

Thanks!

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jbrennand
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Re: Internet Connection Dropping

Check all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing (rabbit chews!).  Also check that all looks good with the outside cabling and wall box.

If that’s all good.... post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return.   On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right or the text at bottom middle - of first page up (depending on which hub you have) and then copy/paste 3 sets of data onto here - the downstream, upstream, &  network logs.  Don't worry about the formatting it can be easily read, but try to avoid using screen shots & don’t include personal data or mac addresses - blank them out.


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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flibblewibble
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Re: Internet Connection Dropping

Thanks for the quick reply jbrennand. I did a check of the cabling and it all looks fine to me, nothing out of place or twisted. Here's the router information:

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 267000000 275000000 283000000 291000000 299000000 307000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 17 18 19 20 21 22 23 24
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth 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 I=12
J=17
Power Level (dBmV) 8.32 8.35 8.42 8.67 8.76 8.85 8.81 8.61
RxMER (dB) 37.94 38.26 38.26 38.26 39.40 39.40 38.98 38.98
Pre RS Errors 24121 25062 15281 24291 7357 22645 13653 4986
Post RS Errors 22546 23528 14659 23085 7154 21924 13136 4833


Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 12 11 10 9
Frequency (Hz) 25800000 32600000 39400000 46200000
Ranging Status Success Success Success Success
Modulation 16QAM 16QAM 16QAM 16QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 4 2 2 2
Power Level (dBmV) 42.50 43.00 44.00 43.25
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0


Network Log
First Time Last Time Priority Error Number Description
12/01/2019 12:50:47 GMT 12/01/2019 12:50:47 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/01/2019 10:44:01 GMT 12/01/2019 10:44:01 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/01/2019 10:43:50 GMT 12/01/2019 10:43:50 GMT Warning (5) 90000200 CSRF Detect - Expired Content Submitted ; LAN Interface
12/01/2019 10:43:49 GMT 12/01/2019 10:43:49 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/01/2019 10:40:20 GMT 12/01/2019 10:40:20 GMT Error (4) 68010302 DHCP WAN IP - xx.xx.xxx.xx
12/01/2019 10:39:17 GMT 12/01/2019 10:39:17 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/01/2019 10:37:52 GMT 12/01/2019 10:37:52 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
12/01/2019 10:37:18 GMT 12/01/2019 10:37:18 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/01/2019 10:35:16 GMT 12/01/2019 10:35:16 GMT Warning (5) 84020200 Lost MDD Timeout
12/01/2019 10:35:16 GMT 12/01/2019 10:35:16 GMT Warning (5) 84020200 Lost MDD Timeout
12/01/2019 10:35:16 GMT 12/01/2019 10:35:16 GMT Warning (5) 84020200 Lost MDD Timeout
12/01/2019 10:35:16 GMT 12/01/2019 10:35:16 GMT Warning (5) 84020200 Lost MDD Timeout
12/01/2019 10:35:16 GMT 12/01/2019 10:35:16 GMT Warning (5) 84020200 Lost MDD Timeout
12/01/2019 10:35:16 GMT 12/01/2019 10:35:16 GMT Warning (5) 84020200 Lost MDD Timeout
12/01/2019 10:35:15 GMT 12/01/2019 10:35:15 GMT Warning (5) 84020200 Lost MDD Timeout
12/01/2019 10:35:09 GMT 12/01/2019 10:35:09 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
12/01/2019 10:35:09 GMT 12/01/2019 10:35:09 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
12/01/2019 10:32:22 GMT 12/01/2019 10:32:22 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
12/01/2019 10:28:35 GMT 12/01/2019 10:28:35 GMT Warning (5) 84020200 Lost MDD Timeout

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jbrennand
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Re: Internet Connection Dropping

I am no expert - others more qualified should comment, but - your power and SNR all look in spec - in fact they are almost identical to mine on my SH2 (do you have that model).  You are also on 16QAM upstream - as am I without any problems.  But it is more usual to be on 64QAM.  Also you have almost matching pre and post RS errors (which I dont) - that suggests they are not being repaired (see below).  Can you go back to the page and reset the counters and perhaps restart the Hub and see what they look like after - say - 24 hours.

"Another thing to check for on this page is the number of post-RS errors. If damaged packets of data arrive at your router, the Reed Solomon algorithm is used to try and repair them. If that's successful, the pre-RS error counter will go up. When it fails, the post-RS error counter will go up. If your post-RS error count keeps going up it's likely a sign of an issue with your connection, so it's worth resetting the counter to 0, then checking periodically to see if the number rises. My connection has been up for about a week and the post-RS error count is 0, which is exactly what you want to see."


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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flibblewibble
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Re: Internet Connection Dropping

The router software version is V2.01.12, so I would guess that means it's a SuperHub 2.

I've reset those counters as you suggested, cleared the network log and restarted the router. I'll post the data again tomorrow.

Cheers for your help so far jbrennand.

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flibblewibble
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Re: Internet Connection Dropping

So these are the results 24 hours later:

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 12 11 10 9
Frequency (Hz) 25800000 32600000 39400000 46200000
Ranging Status Success Success Success Success
Modulation 16QAM 16QAM 16QAM 16QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 4 2 2 2
Power Level (dBmV) 42.50 43.00 43.75 43.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 267000000 275000000 283000000 291000000 299000000 307000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 17 18 19 20 21 22 23 24
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth 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 I=12
J=17
Power Level (dBmV) 8.29 8.32 8.45 8.67 8.72 8.82 8.81 8.57
RxMER (dB) 38.26 38.26 38.26 38.26 39.40 39.40 38.98 39.40
Pre RS Errors 4572 4573 485 1118 919 898 881 906
Post RS Errors 291 912 295 1000 914 896 879 904

Network Log
First Time Last Time Priority Error Number Description
12/01/2019 13:52:53 GMT 12/01/2019 13:52:53 GMT Error (4) 68010302 DHCP WAN IP - xx.xx.xxx.xx
12/01/2019 13:51:52 GMT 12/01/2019 13:51:52 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/01/2019 13:45:27 GMT 12/01/2019 13:45:27 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/01/2019 13:45:23 GMT 12/01/2019 13:45:23 GMT Warning (5) 90000200 CSRF Detect - Expired Content Submitted ; LAN Interface
12/01/2019 13:45:11 GMT 12/01/2019 13:45:11 GMT Warning (5) 90000200 CSRF Detect - Expired Content Submitted ; LAN Interface
12/01/2019 13:45:03 GMT 12/01/2019 13:45:03 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/01/2019 13:44:48 GMT 12/01/2019 13:44:48 GMT Warning (5) 90000200 CSRF Detect - Expired Content Submitted ; LAN Interface

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jbrennand
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Re: Internet Connection Dropping

As I say I am no expert but your PreRS errors are not being repaired - hence similar numbers of PostRS errors - so you definitely have a problem - unfortunately I cant say with any certainty what that is - probably noise on the line.  Not sure if calling in will help or whether waiting for a VM person on here is best - hopefully someone else will comment soon.


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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flibblewibble
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Re: Internet Connection Dropping

Hmm, that's frustrating, but I guess it might explain the problems I've been having. Thanks for your help jbrennand, hopefully someone from Virgin Media can help me soon. Any idea how often someone from their team checks this forum?

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