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CH790
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Internet connection dropping out overnight

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.

 

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Re: Internet connection dropping out overnight

Downstream

PortFrequency (Hz)ModulationPower (dBmV)SNR (dB)Channel
1371000000256QAM2.440.36630
2203000000256QAM2.838.9839
3211000000256QAM2.638.60510
4219000000256QAM2.538.98311
5227000000256QAM2.538.98312
6235000000256QAM2.338.98313
7243000000256QAM2.438.98314
8251000000256QAM2.438.98315
9259000000256QAM2.238.98316
10267000000256QAM238.98317
11275000000256QAM1.938.98318
12283000000256QAM1.840.36619
13291000000256QAM1.938.98320
14299000000256QAM238.60521
15307000000256QAM238.98322
16315000000256QAM238.98323
17323000000256QAM2.338.98324
18331000000256QAM2.238.60525
19339000000256QAM2.238.98326
20347000000256QAM2.238.98327
21355000000256QAM2.338.98328
22363000000256QAM2.338.98329
23379000000256QAM2.638.98331
24387000000256QAM2.540.94632

 

Upstream

PortFrequency (Hz)BandWidthModulationPower (dBmV)Channel
1394000006400000ATDMA452
2462001266400000ATDMA44.51
3258000156400000ATDMA43.54
4326000646400000ATDMA43.53
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jbrennand
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Re: Internet connection dropping out overnight

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

--------------------
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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Re: Internet connection dropping out overnight

Docsys Event Log

No.TimeTypePriorityEvent
105/10/2022 00:4468001101criticalTFTP Request Retries exceeded, CM unable to register
205/10/2022 00:4582000200criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
305/10/2022 00:4690000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
405/10/2022 00:4773040100noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
505/12/2022 20:0982000200criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
605/13/22 07:32:1568010300errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
705/16/22 08:29:3782000200criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
805/16/22 16:55:2168010300errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
905/17/22 20:30:3482000200criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1005/18/22 08:35:4490000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1105/18/22 08:35:5473040100noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1205/24/22 08:32:4890000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1305/24/22 08:33:0073040100noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1405/26/22 14:55:0982000200criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1505/27/22 17:56:1868010300errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1605/28/22 22:14:5482000200criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1705/31/22 05:08:1268010300errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1801/01/1970 00:0182000200criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1905/31/22 07:42:4590000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2005/31/22 07:42:5473040100noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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CH790
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Re: Internet connection dropping out overnight

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.

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jbrennand
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Re: Internet connection dropping out overnight

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

--------------------
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.
CH790
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Re: Internet connection dropping out overnight

Thanks.

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

 

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Re: Internet connection dropping out overnight

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

--------------------
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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