Internet connection dropping regularly for the last 6 weeks

[holonic_being]

Been having problems with my internet connection dropping for around 6 weeks. It tends to happen around 5-10 times a day and it takes about 5 minutes to restore itself. It can especially seem to happen at night.

The white light at the bottom of the router flashes for around 1-2 minutes, then becomes a flashing green light for about 30 seconds. I then have a solid green wi-fi light and flashing green arrows for about 30 seconds, which eventually turn into solid green lights. The green wi-fi light and the green arrows remain sold for about 3 minutes, then the green arrows disappear and the green wi-fi light also does after about 30 seconds.

Sometimes the procedure can occur following 3 red lights flashing.

4 Virgin Media engineers have called up to now, including a senior tech guy, but the issue continues. I’ve had my router replaced and I think all my wiring. Certainly the wiring from my outside box to the router and the wiring inside the house.

According to the engineers there doesn't appear to be any issue at Virgin's end. Two nearby neighbours are also with Virgin and they don't have the issue.

Very frustrated at Virgin’s service, with a line manager not getting back to me about it. He said he’d oversee the situation and ring me the following day, but he’s still not contacted 8 days later despite the continuation of the problem.

Can anyone suggest what might be the issue? Any help to resolve this very much appreciated. It's driving me crazy.

Phil

[jbrennand]

Lets see the connection data - can you do this.
--------------------------------------------------------------

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

[holonic_being]

Hi John,

Thanks for the response. 

Can post the 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Not sure which personal data you're referring to. Wouldn't want to share that, if you can clarify.

Phil

[jbrennand]

Dont worry about it - it is MAC/i.p. addresses in logs - the board software should strip them out if you do it as above.

[holonic_being]

Here they are then:

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	419000000	7.4	40	256 qam	32
2	203000000	6.9	40	256 qam	9
3	211000000	6.8	40	256 qam	10
4	219000000	6.6	40	256 qam	11
5	227000000	6.5	40	256 qam	12
6	235000000	6.5	40	256 qam	13
7	243000000	6.3	40	256 qam	14
8	251000000	6.4	40	256 qam	15
9	259000000	6.1	40	256 qam	16
10	267000000	6.1	40	256 qam	17
11	275000000	6.1	40	256 qam	18
12	283000000	6.6	40	256 qam	19
13	291000000	7	40	256 qam	20
14	299000000	7.5	40	256 qam	21
15	307000000	7.5	40	256 qam	22
16	315000000	7.6	40	256 qam	23
17	323000000	7.6	40	256 qam	24
18	363000000	7.5	40	256 qam	25
19	371000000	7.5	40	256 qam	26
20	379000000	7.6	40	256 qam	27
21	387000000	7.6	40	256 qam	28
22	395000000	7.8	40	256 qam	29
23	403000000	7.6	40	256 qam	30
24	411000000	7.6	40	256 qam	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	92	0
2	Locked	40.3	14	0
3	Locked	40.3	17	0
4	Locked	40.9	20	0
5	Locked	40.3	33	0
6	Locked	40.3	32	0
7	Locked	40.9	36	0
8	Locked	40.9	32	0
9	Locked	40.9	31	0
10	Locked	40.9	41	0
11	Locked	40.3	53	0
12	Locked	40.3	30	0
13	Locked	40.9	38	0
14	Locked	40.9	45	0
15	Locked	40.9	51	0
16	Locked	40.3	32	0
17	Locked	40.9	31	0
18	Locked	40.9	47	0
19	Locked	40.9	58	0
20	Locked	40.3	83	0
21	Locked	40.9	62	0
22	Locked	40.9	65	0
23	Locked	40.3	70	0
24	Locked	40.3	112	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46199998	49.3	5120	64 qam	3
2	39399996	47.8	5120	64 qam	4
3	53699971	49.3	5120	64 qam	2
4	60300002	50.8	5120	64 qam	1

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log

Time	Priority	Description
02/07/2021 11:22:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 11:22:47	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 11:21:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 11:21:12	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 11:20:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 11:09:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 11:09:8	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 16:05:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 16:00:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 15:59:36	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 15:58:59	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 15:58:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 15:58:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 15:58:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 15:58:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 15:58:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 05:39:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 13:15:9	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 13:14:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Stats all look fine

Lets see the BQM it will record the dropouts you see with the base light flashing and we can cross check the times for messages in the log

[holonic_being]

Tried to 'Create Monitor' and it's telling me the host id (which was automatically generated) is already monitored by me, which I don't understand. 

[jbrennand]

Strange.

So if its suggesting that.... is there a BQM showing for you? As it may mean one exists for that i.p address.

Try setting it up with the i.p. address on your Hub

[holonic_being]

It seems to be a 192., etc, IP address on my Router. Is this what you're meaning? If I try and Create Monitor with that, it tells me "Invalid domain/IP address".

It tells me my IP address is 109., etc. I  appear to have set something up monitoring that.

Confused!

Based on what I've said does no one know what my issue might be? 

I've got a 5th Virgin Media engineer coming out Tuesday who's supposedly a senior tech guy. Only had a senior tech guy visit once before and that was 9 days ago. Been frustrated it's dragged on and on in not being properly addressed.

[Tudor]

I have seen on ThinkbroadBand that when a user gets a reused IP address that the previous user had set up monitoring of that IP it will not let you set up a new one.