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Internet constantly dropping out

Hi, I've just joined the community and can see I'm not alone with this issue.

Since around June my internet connection has been dropping out throughout the day for only a few seconds at a time, annoying when we're all working from home and web video calls drop out.

An engineer came, replaced a few things including my Hub.  It didn't fix the problem.  I was told that as we were such high users it was due to the speed of our broadband.

I've now upgraded to the 200mb plan and it hasn't made a dot of difference.

I have been through all of virgin's online tips and have been on the phone for hours with no luck. 

Can you please help. 

Thanks, Nicole

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Alessandro Volta
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Re: Internet constantly dropping out

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 'Live 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.

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

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

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: Internet constantly dropping out

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 click ‘Check Router Status’.

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.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

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

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

My Broadband Ping - Mike Robbo
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Re: Internet constantly dropping out

Thanks Mike, I've just set this up

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Re: Internet constantly dropping out

Downstream

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

14027500005.540256 qam25
21867500007.540256 qam7
31947500007.440256 qam8
42027500007.340256 qam9
52107500006.940256 qam10
62187500006.640256 qam11
72267500006.640256 qam12
82347500006.640256 qam13
92427500006.340256 qam14
10250750000640256 qam15
112587500005.940256 qam16
122667500005.640256 qam17
132747500005.540256 qam18
142827500005.340256 qam19
152907500005.440256 qam20
162987500005.340256 qam21
173067500005.340256 qam22
183147500005.340256 qam23
193227500005.340256 qam24
204107500005.340256 qam26
21418750000540256 qam27
224267500004.940256 qam28
23434750000540256 qam29
24442750000540256 qam30

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000742.5512064 qam4
24620001444512064 qam3
35370001444512064 qam2
46030000042.5512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000



Downstream bonded channels

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

1Locked40.390
2Locked40.9170
3Locked40.3130
4Locked40.3100
5Locked40.3140
6Locked40.9270
7Locked40.3280
8Locked40.3290
9Locked40.3170
10Locked40.3170
11Locked40.3130
12Locked40.9120
13Locked40.9210
14Locked40.380
15Locked40.3150
16Locked40.3190
17Locked40.9210
18Locked40.3130
19Locked40.3170
20Locked40.3140
21Locked40.990
22Locked40.9130
23Locked40.9220
24Locked40.370

 

 

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Re: Internet constantly dropping out

 

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
a69834ncxv9873254k;fg87ds



Primary Downstream Service Flow

SFID12376
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID12375
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling Type

BestEffort

 

 

21/11/2020 00:02:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 00:02:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 18:54:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 20:54:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 14:40:29noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 14:40:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 09:21:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 11:52:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 11:48:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 11:44:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 07:44:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 18:10:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 18:10:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 07:36:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 22:44:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 16:21:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 01:34:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 01:34:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 01:04:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Internet constantly dropping out

Can you post the 'Live Link' to your BQM please.

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

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

My Broadband Ping - Mike Robbo
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Re: Internet constantly dropping out

Here it is.... thanks

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/51a9af37ea1ea7057ae376af1a3cf567e3eb1fa8
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