Internet connection dropping out overnight

[CH790]

Hello all,

Our Virgin Media Business fibre connection has been very reliable for years however in the last few months the internet connection has been intermittently dropping out overnight.

• Internet connectivty doesn't come back on until we manually reboot the router when we arrive at the office the next morning.
• When the dropout occurs, the router is unable to access the internet at all. For example, a ping test to 8.8.8.8 from the Diagnostics screen fails with 100% packet loss.
• In its dropped out state, the System Information screen still shows the WAN IP address.
• Since we have been recording the dropout frequency, it occurs 3-4 times per month and between midnight and 3:00AM.
• The router is a Virgin Media Superhub/Hitron CGNV4 (software version 4.5.10.201-CD-UPC).

I will post the power levels and Docsys event logs below.

Many thanks.

[CH790]

Downstream

Port	Frequency (Hz)	Modulation	Power (dBmV)	SNR (dB)	Channel
1	371000000	256QAM	2.4	40.366	30
2	203000000	256QAM	2.8	38.983	9
3	211000000	256QAM	2.6	38.605	10
4	219000000	256QAM	2.5	38.983	11
5	227000000	256QAM	2.5	38.983	12
6	235000000	256QAM	2.3	38.983	13
7	243000000	256QAM	2.4	38.983	14
8	251000000	256QAM	2.4	38.983	15
9	259000000	256QAM	2.2	38.983	16
10	267000000	256QAM	2	38.983	17
11	275000000	256QAM	1.9	38.983	18
12	283000000	256QAM	1.8	40.366	19
13	291000000	256QAM	1.9	38.983	20
14	299000000	256QAM	2	38.605	21
15	307000000	256QAM	2	38.983	22
16	315000000	256QAM	2	38.983	23
17	323000000	256QAM	2.3	38.983	24
18	331000000	256QAM	2.2	38.605	25
19	339000000	256QAM	2.2	38.983	26
20	347000000	256QAM	2.2	38.983	27
21	355000000	256QAM	2.3	38.983	28
22	363000000	256QAM	2.3	38.983	29
23	379000000	256QAM	2.6	38.983	31
24	387000000	256QAM	2.5	40.946	32

Upstream

Port	Frequency (Hz)	BandWidth	Modulation	Power (dBmV)	Channel
1	39400000	6400000	ATDMA	45	2
2	46200126	6400000	ATDMA	44.5	1
3	25800015	6400000	ATDMA	43.5	4
4	32600064	6400000	ATDMA	43.5	3

[jbrennand]

This is the residential service forum - the Business packages have different equipment (Hitron for example) - so VM will not help on here. Someone else may have some suggestions though

[CH790]

Docsys Event Log

No.	Time	Type	Priority	Event
1	05/10/2022 00:44	68001101	critical	TFTP Request Retries exceeded, CM unable to register
2	05/10/2022 00:45	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
3	05/10/2022 00:46	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
4	05/10/2022 00:47	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5	05/12/2022 20:09	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6	05/13/22 07:32:15	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
7	05/16/22 08:29:37	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
8	05/16/22 16:55:21	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9	05/17/22 20:30:34	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10	05/18/22 08:35:44	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11	05/18/22 08:35:54	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12	05/24/22 08:32:48	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13	05/24/22 08:33:00	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14	05/26/22 14:55:09	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15	05/27/22 17:56:18	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16	05/28/22 22:14:54	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17	05/31/22 05:08:12	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18	01/01/1970 00:01	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19	05/31/22 07:42:45	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20	05/31/22 07:42:54	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[CH790]

Thanks John.

Yes it is a Hitron router. We're going to call support as well but thought worth posting on here just in case.

[jbrennand]

Power levels look ok.

Are there tables of RS and T errors there - there are on our Hubs?

Also can you do a BQM as per this...
____________________________

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[CH790]

Thanks.

I've set up the BQM. The router doesn't appear to have RS and T unfortunately.

[jbrennand]

ok

the BQM will reveal any network disconnections and keep a record in any discussions with VM.

will need a full 24h of data to start interpreting