Internet Intermittently Cutting Out during the day for 1-2 mins

[aliyanik]

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

[Andrew-G]

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.

[jbrennand]

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?

[aliyanik]

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330750000	13.9	37	256 qam	25
2	234750000	10.9	36	256 qam	13
3	242750000	12	36	256 qam	14
4	250750000	12.8	37	256 qam	15
5	258750000	12.5	37	256 qam	16
6	266750000	12.6	37	256 qam	17
7	274750000	12.6	37	256 qam	18
8	282750000	12.9	37	256 qam	19
9	290750000	12.8	37	256 qam	20
10	298750000	13.1	37	256 qam	21
11	306750000	13.3	37	256 qam	22
12	314750000	13.5	37	256 qam	23
13	322750000	13.6	37	256 qam	24
14	338750000	13.8	37	256 qam	26
15	346750000	12.9	36	256 qam	27
16	354750000	12.5	37	256 qam	28
17	362750000	12.4	36	256 qam	29
18	370750000	12.3	37	256 qam	30
19	378750000	12.5	36	256 qam	31
20	386750000	12.5	36	256 qam	32
21	394750000	12.3	37	256 qam	33
22	402750000	12.5	36	256 qam	34
23	410750000	12.6	36	256 qam	35
24	418750000	12.8	37	256 qam	36

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.6	141	0
2	Locked	36.3	3421	0
3	Locked	36.6	1058	0
4	Locked	37.3	167	0
5	Locked	37.3	240	0
6	Locked	37.3	140	0
7	Locked	37.3	230	0
8	Locked	37.3	155	0
9	Locked	37.3	148	0
10	Locked	37.3	165	0
11	Locked	37.3	169	0
12	Locked	37.6	122	0
13	Locked	37.3	127	0
14	Locked	37.3	131	0
15	Locked	36.6	399	0
16	Locked	37.3	454	0
17	Locked	36.3	979	0
18	Locked	37.3	523	0
19	Locked	36.3	988	0
20	Locked	36.6	539	0
21	Locked	37.3	759	0
22	Locked	36.6	472	0
23	Locked	36.6	661	0
24	Locked	37.3	388	0

[aliyanik]

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

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

1	32600000	36.3	5120	64 qam	5
2	39400000	36	5120	64 qam	4
3	46200000	36.3	5120	64 qam	3
4	53700000	36.3	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[aliyanik]

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Router status

• Status
• Downstream
• Upstream
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• Network Log

Refresh data

Network LogTime Priority Description

17/06/2021 15:28:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 15:26:30	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 00:53:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 08:10:35	notice	DHCP 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 08:10:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 08:04:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 20:10:34	notice	DHCP 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 20:10:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:58:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 08:10:33	notice	DHCP 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 08:10:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 02:50:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 20:10:32	notice	DHCP 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 20:10:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 09:44:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 16:00:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 16:00:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 15:48:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 08:10:31	notice	DHCP 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 08:10:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[aliyanik]

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!

[Andrew-G]

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.

[Beth_G]

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

[aliyanik]

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