Menu
Reply
chriswatson411
  • 6
  • 0
  • 0
Tuning in
205 Views
Message 1 of 12
Flag for a moderator

Internet connection drops

Hey Community

My internet connection drops intermittently both on wifi and wired connections.

I checked the log on the Hub 3 and found the following from the last couple of days:

 

20/04/2021 12:56:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 12:52:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 11:42:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 09:14:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:47:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 15:57:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Any thoughts before I join the queue waiting for Virgin the pick up the phone !

Thanks

Chris.

0 Kudos
Reply
jbrennand
  • 22.45K
  • 2.4K
  • 4K
Very Insightful Person
Very Insightful Person
198 Views
Message 2 of 12
Flag for a moderator

Re: Internet connection drops

Post up more data - 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.
0 Kudos
Reply
chriswatson411
  • 6
  • 0
  • 0
Tuning in
188 Views
Message 3 of 12
Flag for a moderator

Re: Internet connection drops

Monitor set up:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b8b3ce05dfd8b27763267242fde26535e95a6e6b

 

Here's the logs:

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

211000000

-4.2

38

256 qam

10

2

203000000

-4.2

40

256 qam

9

3

219000000

-4.7

40

256 qam

11

4

227000000

-4.7

38

256 qam

12

5

235000000

-4.9

40

256 qam

13

6

243000000

-5.2

38

256 qam

14

7

251000000

-5.5

38

256 qam

15

8

259000000

-6

38

256 qam

16

9

267000000

-6.2

38

256 qam

17

10

275000000

-6.2

40

256 qam

18

11

283000000

-6.2

40

256 qam

19

12

291000000

-6.7

38

256 qam

20

13

299000000

-7.2

38

256 qam

21

14

307000000

-7.2

38

256 qam

22

15

315000000

-6.9

38

256 qam

23

16

323000000

-6.5

38

256 qam

24

17

363000000

-7.9

38

256 qam

25

18

371000000

-8.2

38

256 qam

26

19

379000000

-8.2

38

256 qam

27

20

387000000

-7.9

38

256 qam

28

21

395000000

-7.7

38

256 qam

29

22

403000000

-8.4

38

256 qam

30

23

411000000

-9.2

37

256 qam

31

24

419000000

-10

37

256 qam

32

 

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

40627

2705

2

Locked

40.3

113785

2838

3

Locked

40.3

2715

2601

4

Locked

38.9

9546

2539

5

Locked

38.9

1230

2000

6

Locked

38.9

12149

2603

7

Locked

38.9

2404

2592

8

Locked

38.9

57425

2310

9

Locked

38.9

15355

2490

10

Locked

38.9

2062

2570

11

Locked

38.9

296

2577

12

Locked

38.9

27432

1931

13

Locked

38.6

31959

2009

14

Locked

38.9

473

2017

15

Locked

38.9

250

1989

16

Locked

38.6

3973

1955

17

Locked

38.6

249

1728

18

Locked

38.6

1327

603

19

Locked

38.6

693

455

20

Locked

38.9

3434

112734

21

Locked

38.9

248

1861

22

Locked

38.6

1418

711

23

Locked

37.3

2862

39549

24

Locked

37.6

3892

1335

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

25800000

45.5

5120

32 qam

6

2

32600019

46.5

5120

64 qam

5

3

39400026

46.5

5120

64 qam

4

4

46200007

46.5

5120

64 qam

3

 

 

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

1

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

20/04/2021 12:56:48

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2021 12:52:37

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2021 11:42:21

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2021 09:14:33

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/04/2021 16:47:29

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/04/2021 15:57:16

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2021 21:13:4

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2021 20:52:26

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2021 19:05:31

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2021 19:05:31

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2021 16:56:0

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2021 16:04:54

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2021 07:07:51

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2021 06:46:27

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2021 17:11:25

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2021 16:56:37

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2021 16:56:37

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2021 13:15:36

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2021 13:09:8

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/04/2021 20:47:45

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

0 Kudos
Reply
jbrennand
  • 22.45K
  • 2.4K
  • 4K
Very Insightful Person
Very Insightful Person
184 Views
Message 4 of 12
Flag for a moderator
Helpful Answer

Re: Internet connection drops

BQM will take ~24h to get a meaningful picture.

There are a few issues in the stats though. Many of the down channels power levels are too low. The recommended minimum is -6dBmV. There are a lot of RS errors - can you do the below to reset them. And 1 up channel has dropped to 32qam - not good.

A VM person needs to look at these in more detail but I think it will require a tech visit to sort the power levels out at least.

____________________________________________________

Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

--------------------
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.
0 Kudos
Reply
chriswatson411
  • 6
  • 0
  • 0
Tuning in
178 Views
Message 5 of 12
Flag for a moderator

Re: Internet connection drops

Thanks John.

0 Kudos
Reply
David_Bn
  • 4.91K
  • 226
  • 402
Forum Team
Forum Team
62 Views
Message 6 of 12
Flag for a moderator

Re: Internet connection drops

Good Morning chriswatson411,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see you've been experiencing drop in the broadband services

 

I can see that you spoke to our team yesterday to have this resolved and that a new Hub 4 is on it's way to you

 

Do please feel free to update the thread once it arrives and it's installed

 

Kindest regards,

 

David_Bn

0 Kudos
Reply
chriswatson411
  • 6
  • 0
  • 0
Tuning in
49 Views
Message 7 of 12
Flag for a moderator

Re: Internet connection drops

Thanks David.

Yes, I spoke with tech support and made some changes to the router settings which seems to have stabilised things but Hub 4 on its way + 1gb upgrade to the service.

Will report back soon.

Chris.

0 Kudos
Reply
David_Bn
  • 4.91K
  • 226
  • 402
Forum Team
Forum Team
41 Views
Message 8 of 12
Flag for a moderator

Re: Internet connection drops

Thanks Chris

 

We do hope you have nothing but good news in your pending update

 

Have a great weekend!

 

David_Bn

0 Kudos
Reply
chriswatson411
  • 6
  • 0
  • 0
Tuning in
32 Views
Message 9 of 12
Flag for a moderator

Re: Internet connection drops

Quick update.

New Hub 4 and 1gb in and still getting intermittent connection drops on both wifi and wired.

After 4 calls and repeated requests for Hub rebooting & check your wires are plugged in 'conversations' I have finally got the customer services rep to admit there is a fault and an engineer booked to come out tomorrow.

Frankly, if there was an alternative provider like Hyperoptic or Community Fibre in the area I would have cancelled Virgin and moved services elsewhere, the quality of customer support is mind blowing...

Let's hope the engineer finds the fault tomorrow !

0 Kudos
Reply
lotharmat
  • 902
  • 61
  • 133
Well-informed
26 Views
Message 10 of 12
Flag for a moderator

Re: Internet connection drops

Upgrading speed never fixes quality issues!

Post up the router stats and you'll likely see the same issues!

VM seem to try and upsell you to get a new faster package if you phone with a problem!

The common one is "You have too many wireless devices connected for you speed - would you like the next package up?"

What they should be doing is looking at your hardware and seeing if an engineer is needed!

Since putting my hub in modem mode and using my own router; I haven't looked back!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply