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Craigpat
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Message 1 of 12
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Internet connection intermittent

For the last year or maybe even 2, I have been getting constant internet drop outs every day. 

ive had multiple call outs, one suggesting it was an issue in their cab down the road, two changed out the router, one added a signal reducer onto the incoming cable. One suggested it was restarted EVERY WEEK to help it update! 

everytime they come out it works for the day and then bang, back to square one. 

the actual router stays connected to my device at full strength via WiFi, but there is no internet connection. My hard wired cctv camera also drops out so I don’t see it being the WiFi element of the router that they’ve told me twice is the problem.

My question is, has anyone found a solution to the poor quality connection from Virgin. It’s almost like they don’t have the capacity to handle the amount of people using their service 

also, does anyone know if this makes them out of contract due to ongoing issues which stops me being able to use their service every day for 2 years? 

 

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MikeRobbo
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Alessandro Volta
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Message 2 of 12
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Re: Internet connection intermittent

May I suggest that you download and install a Wi-Fi analyser to show if there are any foreign Wi-Fi broadcasts interfering with your own Wi-Fi signals and where there are poor signal strengths..

From there you can look at refining your own Wi-Fi broadcasts.

I use this one ...

WiFi Analyzer Premium - Apps on Google Play

wifi-2


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Craigpat
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Message 3 of 12
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Re: Internet connection intermittent

Sadly iPhones don’t have such a good app for this. 
though I used airport utility and I am using channels that no one else near me is using according to the app. 

Surely if it was WiFi channel related the hard wired devices wouldn’t be dropping out too?

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MikeRobbo
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Alessandro Volta
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Message 4 of 12
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Re: Internet connection intermittent

OK, my apologies.

Please do this before posting the Hub Data

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 5 of 12
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Re: Internet connection intermittent

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

A Guru will be along soon to decipher the info


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Craigpat
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Message 6 of 12
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Re: Internet connection intermittent

My BQM 

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Craigpat
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Message 7 of 12
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Re: Internet connection intermittent

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1402750000838256 qam25
2202750000638256 qam9
32107500005.938256 qam10
42187500005.938256 qam11
52267500005.938256 qam12
62347500005.938256 qam13
7242750000638256 qam14
82507500006.438256 qam15
92587500006.538256 qam16
102667500006.938256 qam17
11274750000738256 qam18
122827500007.138256 qam19
132907500007.638256 qam20
142987500007.938256 qam21
15306750000838256 qam22
16314750000838256 qam23
173227500008.138256 qam24
184107500008.438256 qam26
194187500008.838256 qam27
204267500008.938256 qam28
214347500008.838256 qam29
224427500009.138256 qam30
234507500008.940256 qam31
244587500008.838256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.61730
2Locked38.61910
3Locked38.61830
4Locked38.63354
5Locked38.91780
6Locked38.91570
7Locked38.91260
8Locked38.91240
9Locked38.61140
10Locked38.91320
11Locked38.91750
12Locked38.61840
13Locked38.61300
14Locked38.61570
15Locked38.91090
16Locked38.61240
17Locked38.91070
18Locked38.92210
19Locked38.61860
20Locked38.92030
21Locked38.92300
22Locked38.91950
23Locked40.31940
24Locked38.92490
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Craigpat
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Message 8 of 12
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Re: Internet connection intermittent

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

16030000044.8512064 qam1
24620000044.5512064 qam3
33940000044.3512064 qam4
45370000045512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0010
4ATDMA0010
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Craigpat
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Message 9 of 12
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Re: Internet connection intermittent

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm



Primary Downstream Service Flow

SFID829022
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID829021
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Craigpat
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Message 10 of 12
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Re: Internet connection intermittent

Network Log

Time Priority Description

16/01/2021 12:43:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 12:09:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 12:09:15Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 08:31:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 12:35:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 19:13:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 14:11:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 22:47:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 17:05:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 18:41:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 05:05:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 10:39:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 17:05:46ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 20:24:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 05:05:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 06:21:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 16:03:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 13:53:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 08:21:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 08:21:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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