Internet Cutting our 3x daily

[JS24]

Morning,

For the past few months I have had issues where my internet cuts out for 1-2 minutes several times a day. This affects my partner who works from home and me when I'm playing my Xbox!

Any ideas?

Thanks.

[japitts]

What's the problems you're having? And are they on wired or wireless connections?

As a starter for six...

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying issues.

[JS24]

Downstream bonded channels

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

1	339000000	4.5	40	256 qam	26
2	203000000	4.5	40	256 qam	9
3	211000000	4.5	40	256 qam	10
4	219000000	4.5	40	256 qam	11
5	227000000	4.4	40	256 qam	12
6	235000000	4	40	256 qam	13
7	243000000	3.7	40	256 qam	14
8	251000000	3.2	40	256 qam	15
9	259000000	3.2	40	256 qam	16
10	267000000	3.7	40	256 qam	17
11	275000000	3.9	40	256 qam	18
12	283000000	4	40	256 qam	19
13	291000000	4.3	40	256 qam	20
14	299000000	4.5	40	256 qam	21
15	307000000	4.3	40	256 qam	22
16	315000000	4.3	40	256 qam	23
17	323000000	4.3	40	256 qam	24
18	331000000	4.4	40	256 qam	25
19	347000000	4.5	40	256 qam	27
20	355000000	4.8	40	256 qam	28
21	363000000	4.9	40	256 qam	29
22	371000000	4.8	40	256 qam	30
23	379000000	4.5	40	256 qam	31
24	387000000	4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	-1071727045	95332
2	Locked	40.3	-1117127473	914242
3	Locked	40.3	418664818	412191
4	Locked	40.9	14790930	475826
5	Locked	40.9	2428992	554332
6	Locked	40.3	229035	573687
7	Locked	40.9	245200	391333
8	Locked	40.3	404835	135524
9	Locked	40.9	395171	12578
10	Locked	40.3	13854647	10885
11	Locked	40.3	206671828	37406
12	Locked	40.9	8120803	27072
13	Locked	40.3	21577121	26323
14	Locked	40.3	46305024	33121
15	Locked	40.9	7399929	69154
16	Locked	40.3	34543756	139876
17	Locked	40.3	252094007	188981
18	Locked	40.3	1075093673	186245
19	Locked	40.9	-414522356	44728
20	Locked	40.3	-1248105063	13204
21	Locked	40.9	1101784503	4682
22	Locked	40.3	522785187	3151
23	Locked	40.3	179299652	1535
24	Locked	40.3	116960606	2369

Upstream bonded channels

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

1	32600068	48	5120	64 qam	3
2	25799976	47.5	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	38	0
2	ATDMA	0	0	31	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	73254k;fg87dsfd;kfoA,.iyewrkl

Primary Downstream Service Flow

SFID	328
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	327
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[JS24]

Network Log

Time Priority Description

02/06/2022 09:32:48	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2022 01:54:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2022 20:18:29	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2022 06:31:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2022 01:02:35	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2022 01:02:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2022 00:14:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2022 13:31:28	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 12:28:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 20:29:56	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 13:02:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 13:02:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 05:01:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 20:11:50	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2022 22:54:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2022 20:28:30	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2022 06:39:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 01:02:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 01:02:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 10:59:16	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[JS24]

|Downstream bonded channels

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

1	339000000	4.5	40	256 qam	26
2	203000000	4.5	40	256 qam	9
3	211000000	4.5	40	256 qam	10
4	219000000	4.5	40	256 qam	11
5	227000000	4.4	40	256 qam	12
6	235000000	4	40	256 qam	13
7	243000000	3.7	40	256 qam	14
8	251000000	3.2	40	256 qam	15
9	259000000	3.2	40	256 qam	16
10	267000000	3.7	40	256 qam	17
11	275000000	3.9	40	256 qam	18
12	283000000	4	40	256 qam	19
13	291000000	4.3	40	256 qam	20
14	299000000	4.4	40	256 qam	21
15	307000000	4.3	40	256 qam	22
16	315000000	4.3	40	256 qam	23
17	323000000	4.3	40	256 qam	24
18	331000000	4.4	40	256 qam	25
19	347000000	4.5	40	256 qam	27
20	355000000	4.6	40	256 qam	28
21	363000000	4.9	40	256 qam	29
22	371000000	4.8	40	256 qam	30
23	379000000	4.5	40	256 qam	31
24	387000000	4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	-1071727045	95332
2	Locked	40.9	-1117127473	914242
3	Locked	40.3	418664818	412191
4	Locked	40.3	14790930	475826
5	Locked	40.9	2428992	554332
6	Locked	40.3	229035	573687
7	Locked	40.3	245200	391333
8	Locked	40.9	404835	135524
9	Locked	40.9	395171	12578
10	Locked	40.3	13854647	10885
11	Locked	40.3	206671828	37406
12	Locked	40.3	8120803	27072
13	Locked	40.3	21577121	26323
14	Locked	40.9	46305024	33121
15	Locked	40.3	7399929	69154
16	Locked	40.9	34543756	139876
17	Locked	40.3	252094007	188981
18	Locked	40.3	1075093673	186245
19	Locked	40.9	-414522356	44728
20	Locked	40.3	-1248105063	13204
21	Locked	40.3	1101784503	4682
22	Locked	40.3	522785187	3151
23	Locked	40.3	179299652	1535
24	Locked	40.9	116960607	2369

 

Network Log

Time Priority Description

02/06/2022 09:32:48	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-
02/06/2022 01:54:11	critical	No Ranging Response received - T3 time-out;CM-
01/06/2022 20:18:29	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-
01/06/2022 06:31:2	critical	No Ranging Response received - T3 time-out;CM-
01/06/2022 01:02:35	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-
01/06/2022 01:02:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
01/06/2022 00:14:18	critical	No Ranging Response received - T3 time-out;CM-
31/05/2022 13:31:28	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-
30/05/2022 12:28:23	critical	No Ranging Response received - T3 time-out;CM-
28/05/2022 20:29:56	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-
28/05/2022 13:02:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-
28/05/2022 13:02:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
28/05/2022 05:01:20	critical	No Ranging Response received - T3 time-out;CM-
27/05/2022 20:11:50	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-
26/05/2022 22:54:32	critical	No Ranging Response received - T3 time-out;CM-
26/05/2022 20:28:30	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-
26/05/2022 06:39:25	critical	No Ranging Response received - T3 time-out;CM-
25/05/2022 01:02:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-
25/05/2022 01:02:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
23/05/2022 10:59:16	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-

[JS24]

Upstream bonded channels

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

1	32600068	48	5120	64 qam	3
2	25799976	47.5	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	38	0
2	ATDMA	0	0	31	0

[Tudor]

Very bad stats in all areas. Suggest a pin hole reset of your hub. Then after say 1 hour post another set of stats. In the meantime try:

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[JS24]

Thanks for the recommendation. Have done that-here are the new stats.

Downstream bonded channels

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

1	331000000	4.4	40	256 qam	25
2	203000000	4.5	40	256 qam	9
3	211000000	4.5	40	256 qam	10
4	219000000	4.4	40	256 qam	11
5	227000000	4.3	40	256 qam	12
6	235000000	4	40	256 qam	13
7	243000000	3.5	40	256 qam	14
8	251000000	3	40	256 qam	15
9	259000000	3.2	40	256 qam	16
10	267000000	3.7	40	256 qam	17
11	275000000	3.7	40	256 qam	18
12	283000000	4	40	256 qam	19
13	291000000	4.1	40	256 qam	20
14	299000000	4.4	40	256 qam	21
15	307000000	4.3	40	256 qam	22
16	315000000	4.3	40	256 qam	23
17	323000000	4.4	40	256 qam	24
18	339000000	4.6	40	256 qam	26
19	347000000	4.6	40	256 qam	27
20	355000000	4.8	40	256 qam	28
21	363000000	4.9	40	256 qam	29
22	371000000	4.5	40	256 qam	30
23	379000000	4.3	40	256 qam	31
24	387000000	4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	5	0
2	Locked	40.3	5	0
3	Locked	40.3	5	0
4	Locked	40.3	4	0
5	Locked	40.3	3	0
6	Locked	40.3	5	0
7	Locked	40.3	5	0
8	Locked	40.3	0	0
9	Locked	40.9	0	0
10	Locked	40.9	4	0
11	Locked	40.9	6	0
12	Locked	40.3	6	0
13	Locked	40.3	6	0
14	Locked	40.3	6	0
15	Locked	40.3	5	0
16	Locked	40.9	5	0
17	Locked	40.9	5	0
18	Locked	40.3	4	0
19	Locked	40.9	5	0
20	Locked	40.9	5	0
21	Locked	40.3	5	0
22	Locked	40.3	3	0
23	Locked	40.3	4	0
24	Locked	40.3	0	0

Upstream bonded channels

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

1	39399998	49.8	5120	64 qam	2
2	25799986	47.8	5120	64 qam	4
3	32599993	48.3	5120	64 qam	3
4	46200017	49.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log

Time Priority Description

02/06/2022 18:59:21	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2022 18:58:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ryan_N]

Hi JS24,

Sorry to see of the issues you've had here - thank you as well for posting the useful information on the thread. 

I will send you over a private message so I can take a look further into this for you. 

Cheers, 

Ryan.