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ksL
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Internet cutting out after few minutes

I am a student and gamer so i use my wifi and wired ethernet a lot, however the internet keeps cutting out and its getting on my nerves. It cuts out every single day, nearly every 20 mins, it goes down for around 10 seconds and then comes back online, sometimes its been cutting for more than 10 minutes but it shouldn't do that and i want to know why it is! I have the Hub 3.0
When i use command ping in Windows console, sometimes looks like on screenshot.ping.png

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DreamOfCheese
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Re: Internet cutting out after few minutes

Are you using wifi or a wired connection to the Hub?

Also, if you could go to http://192.168.0.1 and click "Check router status" below the password box you should be able to view the stats, post the downstream, upstream, and network log here (making sure to redact any MAC addresses visible in the network log) and it'll help with getting to the root cause.

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ksL
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Re: Internet cutting out after few minutes

I use both (wired=PC and wifi=smartphones).

I saw in the network LOG is always 2 this same MAC. 


Cable Modem Status

Item Status Comments

Acquired Downstream Channel (Hz)
299000000
Locked
Ranged Upstream Channel (Hz)
46200336
Locked
Provisioning State
Online

 

Network Log

16/04/2019 13:16:40Warning!RCS Partial Service;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:17:4criticalNo Ranging Response received - T3 time-out;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:17:33Warning!RCS Partial Service;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:18:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:18:26Warning!RCS Partial Service;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:19:5criticalNo Ranging Response received - T3 time-out;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:20:22Warning!RCS Partial Service;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:10criticalNo Ranging Response received - T3 time-out;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:11Warning!RCS Partial Service;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:12criticalNo Ranging Response received - T3 time-out;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:12Warning!RCS Partial Service;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:13criticalNo Ranging Response received - T3 time-out;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:13Warning!RCS Partial Service;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:16Warning!RCS Partial Service;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:18criticalNo Ranging Response received - T3 time-out;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:19Warning!RCS Partial Service;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
16/04/2019 13:23:22Warning!RCS Partial Service;CM-MAC=*********;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;

 

 

 

Still doing this. Timed out. I cant play online. Wifi is cutting too when wired is timed out.

ping.png

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ksL
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Re: Internet cutting out after few minutes

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12990000000.240256 qam21
21390000002.540256 qam1
31470000002.240256 qam2
41550000002.740256 qam3
51630000003.240256 qam4
61710000003.240256 qam5
71790000003.540256 qam6
81870000003.440256 qam7
91950000002.940256 qam8
102030000002.440256 qam9
11211000000240256 qam10
122190000001.940256 qam11
132270000001.540256 qam12
142350000001.240256 qam13
152430000000.740256 qam14
162510000001.240256 qam15
172590000000.740256 qam16
182670000000.540256 qam17
192750000000.540256 qam18
202830000000.440256 qam19
21291000000040256 qam20
22307000000-2.438256 qam22
23315000000-138256 qam23
24323000000-0.540256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.91251148
2Locked40.310692187
3Locked40.912991018
4Locked40.35011273
5Locked40.91272094
6Locked40.31161438
7Locked40.3517942
8Locked40.34561171
9Locked40.34191210
10Locked40.33251293
11Locked40.3143482
12Locked40.386443
13Locked40.3285486
14Locked40.988580
15Locked40.3134549
16Locked40.338641
17Locked40.393503
18Locked40.979512
19Locked40.355578
20Locked40.355503
21Locked40.343512
22Locked38.684597
23Locked38.948526
24Locked40.337517


Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000004.9512032 qam1
2326000004.825512032 qam3
3394000004.875512032 qam2
4258000004.725512032 qam4


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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DreamOfCheese
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Message 5 of 10
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Re: Internet cutting out after few minutes

Maybe someone else will have a different suggestion, but from the look of your downstream and upstream stats it looks like you have a noisy connection, you could try ensuring the coax is securely connected at the back of the Hub but I don't think that's likely to help.

With an issue like this you can either wait a few days for a member of the forum team to get to this thread, or call up the VM customer service line and choose the option for wanting to leave to (hopefully) get through to the retentions line, which is UK based. Make them aware of your issues and the noise and they should be able to arrange a technician visit to fix the issues.
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ksL
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Re: Internet cutting out after few minutes

Oh, crap 😞 I think i can fix it myself. I rent a room. Contract its not for my surname. My "Landlord" is freak. He tell  everything is ok and dont want call for technician. Im from Poland. My english is not good to try call for technician. 

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DreamOfCheese
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Re: Internet cutting out after few minutes

Unless it turns out to be that the coax wasn't securely connected at the Hub there isn't any way you'll be able to fix it yourself, if the landlord is the account holder your only hope would be to contact him unless the forum team are able to help you once they get to this thread, time will tell.
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ksL
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Re: Internet cutting out after few minutes

Ok, i tell with landlord. He tell "ok i call for the technician" but he didn't. Now hope is only with virgin team from this forum.

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Re: Internet cutting out after few minutes

Look at this. 😞



My Broadband Ping - Virgin April

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Tudor
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Message 10 of 10
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Re: Internet cutting out after few minutes

That’s bad. Tell the landlord he must contact VM, make sure you tell him it will not cost him any money. Unfortunately the VM staff on the board can only get you a technician if you are the account holder. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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