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Internet connectivity dropping / router remains up

Hello, hoping somebody might be able to point me to the source of my issue. Trying to figure out where the issue might be coming from before paying €50 for the engineer to come out 🙂

Internet connectivity will drop daily (Sporadic / not at the same time)
- connection to the router will remain online however no internet.
- I have noticed when this happens, I cannot access the web interface (192.168.0.1), timesout.
- Two green symbols will appear on router. one for wifi and one looks like some data transfer.
- The internet connectivity drops on both WiFi connected devices and direct connect via ethernet.
- I need to reboot the router to restore internet connectivity.
- The last occurrance happened today (26-08-2020) at 09:55am, events seen in the network logs below.

 

Will post the statistics in comment, since it exceeds the character limit.

 

 

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Re: Internet connectivity dropping / router remains up

Network Log

Time Priority Description

26-08-2020 10:04:23warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:01:20noticeCable Modem Reboot - due to power reset;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:55:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:55:25warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:55:15noticeIllegal - Dropped FORWARD packet: src=192.168.0.17 MAC=**:**:**:**:**:**;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:55:00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:38criticalReceived 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;
26-08-2020 09:54:08criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:08criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:07criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:06criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:06criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:06criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:06criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:06criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:05criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:05criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:04criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:04criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26-08-2020 09:54:04criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Internet connectivity dropping / router remains up

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)730000000Locked
Ranged Upstream Channel(Hz)53600000Ranged
Provisioning StateOnlineOperational

 

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed
10
Enabled
DOCSIS 3.0
CH7465LG_cm_res008_v6.bin

 

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

714973231
10485760 bps
16320 bytes
0 bps
714973230
268000000 bps
42600 bytes
0 bps

 

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

714965040
2097152 bps
16320 bytes
0 bps
16320 bytes
Best Effort
714965037
26800000 bps
42600 bytes
0 bps
42600 bytes
Best Effort

 

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Message 4 of 11
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Re: Internet connectivity dropping / router remains up

How are you connecting your device, Wi-Fi or ethernet cable ?

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

 

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.

Post a link to your BQM on here.

Instructions for posting BQM 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.

Then

 

Can you please

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

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

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

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 5 of 11
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Re: Internet connectivity dropping / router remains up

Thanks very much Mike, will setup the monitor shortly. Im connected via ethernet cable.

My router doesn't allow me to access any logs without logging in, perhaps its not available in the latest update:

Hardware version:5.01
Software version:CH7465LG-NCIP-6.12.18.25-2p4-NOSH

 

Pasting downstream and upstream below:

Downstream bonded channels

 

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

1              730000000           3              38           256qam                25

2              251000000           3              40           256qam                10

3              259000000           3              40           256qam                11

4              474000000           4              40           256qam                12

5              482000000           3              40           256qam                13

6              490000000           3              40           256qam                14

7              498000000           3              40           256qam                15

8              506000000           3              40           256qam                16

9              514000000           4              40           256qam                17

10           522000000           4              40           256qam                18

11           530000000           4              40           256qam                19

12           538000000           4              40           256qam                20

13           546000000           4              40           256qam                21

14           554000000           4              40           256qam                22

15           714000000           4              38           256qam                23

16           722000000           4              38           256qam                24

17           238000000           3              40           256qam                9

18           738000000           3              38           256qam                26

19           746000000           2              38           256qam                27

20           754000000           3              38           256qam                28

21           762000000           3              34           256qam                29

22           770000000           3              37           256qam                30

23           778000000           3              38           256qam                31

24           786000000           3              38           256qam                32

 

Downstream bonded channels

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

1              Locked  38.983   69000292             0

2              Locked  40.946   66277896             1

3              Locked  40.946   66270792             9

4              Locked  40.946   66279234             0

5              Locked  40.366   66280009             6

6              Locked  40.946   66267545             6

7              Locked  40.366   66279225             5

8              Locked  40.366   66279918             0

9              Locked  40.366   66280862             17

10           Locked  40.366   66268351             18

11           Locked  40.366   66280941             6

12           Locked  40.946   66281809             20

13           Locked  40.366   66283185             5

14           Locked  40.366   66268666             6

15           Locked  38.983   66284872             7

16           Locked  38.983   66267976             6

17           Locked  40.366   66270379             21

18           Locked  38.605   66285233             8

19           Locked  38.605   66285919             0

20           Locked  38.605   66286911             5

21           Locked  34.626   65147079             1140551

22           Locked  37.936   66292005             22

23           Locked  38.605   66291442             5

24           Locked  38.605   66293311             1

 

Upstream bonded channels

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

1              53600000             36           5.120     64qam  13

2              60200000             36           5.120     64qam  14

3              32800000             36           5.120     64qam  10

4              46000000             36           5.120     64qam  12

5              39400000             36           5.120     64qam  11

 

Upstream bonded channels

Channel               Channel Type     T1 Timeouts       T2 Timeouts       T3 Timeouts       T4 Timeouts

1              2.0          0              0              0              0

2              2.0          0              0              0              0

3              2.0          0              0              0              0

4              2.0          0              0              0              0

5              2.0          0              0              0              0

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Message 6 of 11
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Re: Internet connectivity dropping / router remains up

My BQM 

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Message 7 of 11
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Re: Internet connectivity dropping / router remains up

Finally got it working, using IPv6 address and disabling firewall (temporarily).

My BQM

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Message 8 of 11
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Re: Internet connectivity dropping / router remains up

Seems like my router stopped responding to the BQM pings from 8pm lastnight. Nothing happened at that time. Hopefully there is enough data from the first part of the day for you to see a trend.

 

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Message 9 of 11
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Re: Internet connectivity dropping / router remains up

Hello

As a question where are you based, are you in Ireland as in first post mentions the cost of engineer in Euro and also you mentioned using an ipV6 address, and currently VM in the UK do not use ipV6, if indeed you are in Ireland then all we can do here is give advice as this forum is for UK support, you would need too contact Irish support - https://www.virginmedia.ie/contact/

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: Internet connectivity dropping / router remains up

Hello - yes indeed i'm in Dublin, IE. Understood - if I decide to book an engineer visit I will contact VM Ireland support. 

Perhaps you could offer some insignt into my logs, are the downstream and upstream within normal ranges?
Anything that would suggest a problem internal or external to my house?
The average latency on my BQM seems massive right?

Thank you.

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