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Eakb
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Internet cutting out multiple times a day

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conman33158
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Message 2 of 11
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Re: Internet cutting out multiple times a day

Your BQM is a mess, can you please post the direct link to your BQM.

Under your graph you just created Click (Share Live Graph) then click generate.

Copy the text in the Direct Link box and paste it on here

 

Also, can you please upload your router stats

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

For Hubs 2 & 3 - DO NOT LOG IN, just click “Check Router Status”

For Hub 4 - When the page appears LOG IN then click on:

Advanced Settings > Tools > Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again. You can use more than one post for each item if needed.

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Eakb
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Re: Internet cutting out multiple times a day

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8179000000 Hz 139000000 Hz 147000000 Hz 155000000 Hz 163000000 Hz 171000000 Hz 187000000 Hz 195000000 HzLocked Locked Locked Locked Locked Locked Locked Locked6 1 2 3 4 5 7 8QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM2566.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17-9.9 dBmV -8.5 dBmV -9.1 dBmV -10.0 dBmV -10.9 dBmV -9.4 dBmV -10.3 dBmV -11.2 dBmV35.6 dB 36.1 dB 35.9 dB 35.6 dB 35.3 dB 35.6 dB 35.4 dB 35.1 dB

Frequency (Hz)
Lock Status(QAM Lock/FEC Sync/MPEG Lock)
Channel ID
Modulation
Symbol Rate (Msym/sec)
Interleave Depth
Power Level (dBmV)
RxMER (dB)

Upstream  US-1 US-2 US-3 US-42.0 2.0 2.0 2.03 1 2 432600000 Hz 46200000 Hz 39400000 Hz 25800000 HzSuccess Success Success SuccessQAM64 QAM64 QAM64 QAM645120000 5120000 5120000 512000064 64 64 6450.8 dBmV 50.8 dBmV 50.8 dBmV 50.8 dBmV0 0 0 00 0 0 03 3 3 31 1 1 1

Channel Type
Channel ID
Frequency (Hz)
Ranging Status
Modulation
Symbol Rate (Sym/sec)
Mini-Slot Size
Power Level (dBmV)
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts

General Configuration

Network AccessAllowed
Maximum Number of CPEs1
Baseline PrivacyEnabled
DOCSIS ModeEU DOCSIS 3.0
Config File 

Primary Downstream Service Flow

SFID1758
Max Traffic Rate117000047 bps
Max Traffic Burst42600 bytes
Min Traffic Rate0 bps

Primary Upstream Service Flow

SFID1757
Max Traffic Rate10500047 bps
Max Traffic Burst16320 bytes
Min Traffic Rate0 bps
Max Concatenated Burst16320 bps
Scheduling TypeBestEffort
Network Log
First TimeLast TimePriorityError NumberDescription
 22/01/2021 18:42:33  22/01/2021 18:42:33  Critical (3)  82000200  No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 22/01/2021 18:30:56  22/01/2021 18:30:56  Critical (3)  82000400  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; 
 22/01/2021 18:43:06  22/01/2021 18:43:06  Warning (5)  2436694062  Unicast DSID PSN startup error 
 
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Eakb
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Message 4 of 11
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Re: Internet cutting out multiple times a day

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conman33158
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Message 5 of 11
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Re: Internet cutting out multiple times a day

Your download stream power levels are pretty low and the upload power levels are almost maxed out. This could be the cause of your BQM showing intermittent packet loss amongst other things 😞

You will need an engineer visit to put this right. Best to ring VM on or just after 8am or alternatively you can wait here for a Virgin staff member to pick it up, but this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are.

If you want to wait for a Virgin staff member to pick it up, try not to bump the thread as this will throw you further down the list

Also call 0800 561 0061 for most up to date information in your area in case there are faults logged that aren't showing on the website.

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Gareth_L
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Re: Internet cutting out multiple times a day

Hello Eakb

Thanks for the post 

Indeed we do need to get an engineer out 

To do this, I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Gareth_L
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Re: Internet cutting out multiple times a day

Hello Glenn

Thanks for those details 

I hope you get this message in time

Engineer booked Friday 26th between 12-4pm

Can you let me know if that is okay 

Gareth_L

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Eakb
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Message 8 of 11
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Re: Internet cutting out multiple times a day

thats fine thanks

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Gareth_L
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Message 9 of 11
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Re: Internet cutting out multiple times a day

Hello Eakb

Hope you are well

Can I just ask how the visit went today please 

Fingers crossed its all resolved 

Gareth_L

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Eakb
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Message 10 of 11
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Re: Internet cutting out multiple times a day

Hi, all went well and seems to be fixed, thanks

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