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holonic_being
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Internet connection dropping regularly for the last 6 weeks

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

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jbrennand
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Message 2 of 42
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Re: Internet connection dropping regularly for the last 6 weeks

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

--------------------
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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holonic_being
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Message 3 of 42
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Re: Internet connection dropping regularly for the last 6 weeks

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

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jbrennand
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Message 4 of 42
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Re: Internet connection dropping regularly for the last 6 weeks

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.

--------------------
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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holonic_being
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Message 5 of 42
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Re: Internet connection dropping regularly for the last 6 weeks

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;

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jbrennand
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Message 6 of 42
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Re: Internet connection dropping regularly for the last 6 weeks

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

--------------------
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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holonic_being
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Re: Internet connection dropping regularly for the last 6 weeks

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. 

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jbrennand
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Message 8 of 42
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Re: Internet connection dropping regularly for the last 6 weeks

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

--------------------
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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Message 9 of 42
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Re: Internet connection dropping regularly for the last 6 weeks

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.

 

 

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Message 10 of 42
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Re: Internet connection dropping regularly for the last 6 weeks

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. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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