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_stephmcl
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Message 1 of 22
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Internet constantly dropping in and out

I moved into my flat 10 days ago and since setting up my QuickStart tv and broadband, my internet has been constantly dropping out, rarely staying connected for longer than an hour at most. It usually is only around 10/15 minutes. 

I done resets and reboots and ran tests on the app however the it never stays connected long enough for the test to complete so fails or it tells me to run another test. I phoned up and the person said it looks like issue with the white cable going into the wall. Suggested I check all cables and connections which I had done numerous times with the online tests. She said she’d monitor it overnight and phone me next day but never did. 

Not sure if related but my tv is also pixelated often.

Just looking for any suggestions or advice on here before I try phoning up again? Want to try get this sorted before I go back to work in two days 

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jbrennand
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Message 2 of 22
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Re: Internet constantly dropping in and out

Are these issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What are the various Hub lights showing/doing when this happens?

--------------------
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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_stephmcl
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Message 3 of 22
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Re: Internet constantly dropping in and out

The only thing connected with Ethernet is my virgin tv box and I have noticed that catch up and on demand through my virgin fails to work at these times. 

Usually the three lights will turn green and begin flashing. The power light will also go green. At times the phone light will come on as red first. 

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lotharmat
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Message 4 of 22
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Re: Internet constantly dropping in and out

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



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

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_stephmcl
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Message 5 of 22
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Re: Internet constantly dropping in and out

Of course after I posted this last night is one of the rare times it began working for a longer period of time. But it has continued to be dropping out this morning

https://www.thinkbroadband.com/broadband/monitoring/quality/share/94bc247813ea21edb1aadb0c799f5569f16c77f
Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)
427000000
Locked
Ranged Upstream Channel (Hz)
53700007
Locked
Provisioning State
 
Online Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1427000000-4.940256 qam37
2267000000-4.540256 qam17
3275000000-4.740256 qam18
4283000000-4.540256 qam19
5291000000-4.540256 qam20
6299000000-4.740256 qam21
7307000000-4.240256 qam22
8315000000-4.540256 qam23
9323000000-4.240256 qam24
10331000000-4.240256 qam25
11339000000-4.540256 qam26
12347000000-4.740256 qam27
13355000000-4.740256 qam28
14363000000-4.940256 qam29
15371000000-5.240256 qam30
16379000000-540256 qam31
17387000000-5.440256 qam32
18395000000-4.940256 qam33
19403000000-4.740256 qam34
20411000000-540256 qam35
21419000000-540256 qam36
22435000000-540256 qam38
23443000000-5.438256 qam39
24451000000-5.240256 qam40


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.310361
2Locked40.389962
3Locked40.331557
4Locked40.316362
5Locked40.319255
6Locked40.951563
7Locked40.322246
8Locked40.922156
9Locked40.344756
10Locked40.311760
11Locked40.38652
12Locked40.38037
13Locked40.314850
14Locked40.948539
15Locked40.313353
16Locked40.914234
17Locked40.39128
18Locked40.37334
19Locked40.38534
20Locked40.37128
21Locked40.313115
22Locked40.3976
23Locked38.99319
24Locked40.97413

 

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_stephmcl
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Message 6 of 22
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Re: Internet constantly dropping in and out

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

15370000754512064 qam2
26029995254512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
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_stephmcl
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Message 7 of 22
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Re: Internet constantly dropping in and out

Network access
Allowed
Maximum Number of CPEs
3
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
kfoA,.iyewrkldJKDHSUBsgvca698



Primary Downstream Service Flow

SFID141
Max Traffic Rate57500000
Max Traffic Burst10000
Min Traffic Rate0



Primary Upstream Service Flow

SFID12043
Max Traffic Rate5250045
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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_stephmcl
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Message 8 of 22
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Re: Internet constantly dropping in and out

07/06/2021 09:08:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:08:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:20criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:07:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:06:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:06:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:02:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:02:22criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:02:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/06/2021 09:01:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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lotharmat
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Message 9 of 22
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Re: Internet constantly dropping in and out

Looks like you only have 2 upstream channels negotiated and the power is far to high!

VM staff will be along shortly to have a look and possibly book an engineer!




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

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_stephmcl
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Message 10 of 22
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Re: Internet constantly dropping in and out

Thanks for replying. Just went on and seen only one upstream channel now, which I’m assuming isn’t a good thing 

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

16029995457512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
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