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aliyanik
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Message 1 of 26
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Internet Intermittently Cutting Out during the day for 1-2 mins

Hi,
 
As suggested, i am opening a new thread for my issue. i have the exact same problem like some others. Internet cuts intermittently during the day for 1-2 mins for the last 6 months. I had no such problem before and this is so annoying. I tried to call you but couldn't reach your call center. Can you please urgently help me  since this starts to affect my job as well as kids' zoom meetings?
 
I was a big ambassador for Virgin broadband before but can't recommend it to anyone else anymore because of this disrupting issue.
 
Regards
Ali
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Andrew-G
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Message 2 of 26
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Re: Internet Intermittently Cutting Out during the day for 1-2 mins

As always, I'll suggest you pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  If that shows nothing conclusive we can look at other possibilities.

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jbrennand
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Message 3 of 26
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Re: Internet Intermittently Cutting Out during the day for 1-2 mins

Do as Andrew has asked and also tell us whether the cut outs occur on ethernet cable connected devices at the same times as the wifi ones drop? If you dont know - can you "test" it?

And what are the various lights on the Hub (which model do you have?) doing when this happens?

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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aliyanik
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Message 4 of 26
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Re: Internet Intermittently Cutting Out during the day for 1-2 mins

PasswordShow
 


 
Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
133075000013.937256 qam25
223475000010.936256 qam13
32427500001236256 qam14
425075000012.837256 qam15
525875000012.537256 qam16
626675000012.637256 qam17
727475000012.637256 qam18
828275000012.937256 qam19
929075000012.837256 qam20
1029875000013.137256 qam21
1130675000013.337256 qam22
1231475000013.537256 qam23
1332275000013.637256 qam24
1433875000013.837256 qam26
1534675000012.936256 qam27
1635475000012.537256 qam28
1736275000012.436256 qam29
1837075000012.337256 qam30
1937875000012.536256 qam31
2038675000012.536256 qam32
2139475000012.337256 qam33
2240275000012.536256 qam34
2341075000012.636256 qam35
2441875000012.837256 qam36


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.61410
2Locked36.334210
3Locked36.610580
4Locked37.31670
5Locked37.32400
6Locked37.31400
7Locked37.32300
8Locked37.31550
9Locked37.31480
10Locked37.31650
11Locked37.31690
12Locked37.61220
13Locked37.31270
14Locked37.31310
15Locked36.63990
16Locked37.34540
17Locked36.39790
18Locked37.35230
19Locked36.39880
20Locked36.65390
21Locked37.37590
22Locked36.64720
23Locked36.66610
24Locked37.33880
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aliyanik
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Message 5 of 26
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Re: Internet Intermittently Cutting Out during the day for 1-2 mins

PasswordShow
 


 
Router status
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000036.3512064 qam5
23940000036512064 qam4
34620000036.3512064 qam3
45370000036.3512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000
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aliyanik
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Message 6 of 26
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Re: Internet Intermittently Cutting Out during the day for 1-2 mins

PasswordShow
 


 
Router status
Network LogTime Priority Description
17/06/2021 15:28:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 15:26:30Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 00:53:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 08:10:35noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 08:10:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 08:04:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 20:10:34noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 20:10:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:58:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 08:10:33noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 08:10:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 02:50:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 20:10:32noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 20:10:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 09:44:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 16:00:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 16:00:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 15:48:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 08:10:31noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 08:10:31ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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aliyanik
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Message 7 of 26
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Re: Internet Intermittently Cutting Out during the day for 1-2 mins

I don't have any ethernet cable connected devices at home for >10 years now. I also don't have an ethernet cable so i can't test it unfortunately.

I have Hub 3.0.

This happens anytime, several times during the day - while playing a game, having a call over teams, skype or zoom or just writing an email.

When the cut happens, a green wireless symbol blinks on the Hub. The connection gets restored in 1-2 mins max.

thanks in advance!

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Andrew-G
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Message 8 of 26
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Re: Internet Intermittently Cutting Out during the day for 1-2 mins

Don't worry about ethernet cables, the issue looks to be downstream power levels are too high.  I've flagged for staff to advise - if it is an area fault it should have a fix date, if not they can book a technician if that's needed, and usually incorrect power levels are a straightforward fix.

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Beth_G
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Message 9 of 26
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Re: Internet Intermittently Cutting Out during the day for 1-2 mins

Hi aliyanik,

 

I can see that we have been able to arrange an engineer appointment for you this morning from another thread.

 

Do let us know how the visit goes and if there's anything else you need 🙂

 

Beth

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aliyanik
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Message 10 of 26
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Re: Internet Intermittently Cutting Out during the day for 1-2 mins

Hi All,

The engineer visited us again yesterday (2nd time in a week). He just checked the router and said everything is in order and this should be a network issue in the area. He also said that there are several similar complaints from this area (SW59NN). This is aligned with the previous message that says this should be an area issue;

"Don't worry about ethernet cables, the issue looks to be downstream power levels are too high.  I've flagged for staff to advise - if it is an area fault it should have a fix date, if not they can book a technician if that's needed, and usually incorrect power levels are a straightforward fix."

Can someone please let me know when this will be fixed?

thanks

 

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