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ChrisG90
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Internet cuts out frequently

The internet on our hub 3 cuts out frequently, it will drop off at least six times a day. I have to reset the hub multiple times before the internet returns, it will then go down again 30 minutes later. I've rebooted the hub several times and done the key hold reset. We've been having this issue for months, I've had several engineers come out and very recently had the router changed for a brand new one. I thought this would resolve the issue, but it has actually got worse. The internet is essentially unusable. I renewed my contact with Virgin in December 2020, where they boosted the speed up to 600 mbps, the internet has been worse since being boosted. I used to have 350 mbps and it was very reliable and rarely dropped off. 

Has anyone experienced anything like this and if so how was it resolved? 

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gary_dexter
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Message 2 of 8
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Re: Internet cuts out frequently

What’s dropping - wired or wireless connections?


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ChrisG90
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Message 3 of 8
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Re: Internet cuts out frequently

The whole connection drops off, both wired and wireless

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gary_dexter
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Alessandro Volta
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Message 4 of 8
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Re: Internet cuts out frequently

Post the network, upstream and downstream logs from the hubs admin pages back here as text 


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ChrisG90
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Message 5 of 8
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Re: Internet cuts out frequently

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

30

376

2

Locked

40.3

18

0

3

Locked

40.3

19

0

4

Locked

40.3

11

0

5

Locked

40.3

19

0

6

Locked

40.3

15

0

7

Locked

40.3

13

0

8

Locked

40.3

9

0

9

Locked

40.3

7

0

10

Locked

40.9

11

0

11

Locked

40.3

11

0

12

Locked

40.3

8

0

13

Locked

40.9

12

0

14

Locked

40.3

28

0

15

Locked

40.9

7

0

16

Locked

40.3

15

0

17

Locked

40.3

11

0

18

Locked

40.3

4

0

19

Locked

40.3

10

0

20

Locked

40.3

10

0

21

Locked

40.3

7

0

22

Locked

40.3

7

0

23

Locked

40.3

10

0

24

Locked

40.3

11

0

 

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

314750000

-1.2

40

256 qam

23

2

202750000

-1.7

40

256 qam

9

3

210750000

-1.5

40

256 qam

10

4

218750000

-1.7

40

256 qam

11

5

226750000

-1.7

40

256 qam

12

6

234750000

-1.7

40

256 qam

13

7

242750000

-1.7

40

256 qam

14

8

250750000

-1.7

40

256 qam

15

9

258750000

-1.7

40

256 qam

16

10

266750000

-1.7

40

256 qam

17

11

274750000

-1.7

40

256 qam

18

12

282750000

-1.5

40

256 qam

19

13

290750000

-1.4

40

256 qam

20

14

298750000

-0.9

40

256 qam

21

15

306750000

-1.2

40

256 qam

22

16

322750000

-1.5

40

256 qam

24

17

330750000

-1.5

40

256 qam

25

18

370750000

-1.5

40

256 qam

26

19

378750000

-1.5

40

256 qam

27

20

386750000

-1.5

40

256 qam

28

21

394750000

-1.5

40

256 qam

29

22

402750000

-1.7

40

256 qam

30

23

410750000

-1.7

40

256 qam

31

24

418750000

-1.9

40

256 qam

32

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ChrisG90
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Message 6 of 8
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Re: Internet cuts out frequently

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

50.3

5120

64 qam

10

2

46200000

50.3

5120

64 qam

8

3

53700000

50.3

5120

64 qam

7

4

39400000

50.5

5120

64 qam

9




Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

4

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

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ChrisG90
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Message 7 of 8
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Re: Internet cuts out frequently

Network Log

Time

Priority

Description

25/04/2021 10:14:3

notice

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

25/04/2021 10:08:37

critical

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

25/04/2021 10:08:8

critical

Received 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;

25/04/2021 10:07:15

critical

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

25/04/2021 10:05:57

critical

Received 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;

25/04/2021 10:01:55

critical

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

25/04/2021 10:01:54

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/04/2021 10:01:54

critical

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/04/2021 10:01:48

critical

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

25/04/2021 10:01:47

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/04/2021 10:01:47

critical

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/04/2021 10:01:3

critical

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

25/04/2021 09:58:7

Warning!

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

25/04/2021 09:48:19

notice

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

25/04/2021 09:39:11

critical

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

25/04/2021 09:38:39

critical

Received 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;

25/04/2021 09:37:49

critical

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

25/04/2021 09:37:47

Warning!

B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/04/2021 09:32:9

critical

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

25/04/2021 09:32:7

Warning!

B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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David_Bn
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Forum Team
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Message 8 of 8
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Re: Internet cuts out frequently

Good Morning ChrisG90,

 

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

 

Sorry to see you've been having issues with our services. 

 

It does look like there has been some movement on rectifying the connection issues, can you tell me if you've been able to speak to our team or been notified of any visits since your post?

 

It may also be worth checking your self-care account to see if an appointment is visible in there for you

 

Kindest regards,

 

David_Bn

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