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Davebreckie
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Message 2 of 8
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Internet disconnecting frequently

Our internet is frequently (At least 3 times a day) disconnecting, have called virgin on numorous occasions but nothing they get us to do is fixing it.

The issue has only been happening since upgrade to TV360

They say an engineer has been working in our area but this is everytime we call.

this is really bad, we are paying for a service that does not work

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Davebreckie
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Message 1 of 8
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Internet keeps going off

Ever since we had upgraded to TV360 our internet cuts out at least 3 times a day every day,

We have called Virgin and each time they say to reset by all the normal methods but nothing fixes this.

4 times this week now and they still have not got an engineer out to us, They said on last 2 contacts that an engineer was coming to our area (not our property) the area, we need this fixing as all our smart controlled items stop on a daily basis.

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sophist
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Message 3 of 8
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Re: Internet disconnecting frequently

Can you post some detail from your hub..browse to it on  http://192.168.0.1 - don't log in, click Router Status - copy/paste the tables from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one..

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Davebreckie
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Message 4 of 8
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Re: Internet disconnecting frequently

Downstream bonded channels

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

1203000000-3.438256 qam9
2139000000-338256 qam1
3147000000-3.438256 qam2
4155000000-3.538256 qam3
5163000000-3.538256 qam4
6171000000-3.238256 qam5
7179000000-338256 qam6
8187000000-338256 qam7
9195000000-3.240256 qam8
10211000000-3.538256 qam10
11219000000-3.740256 qam11
12227000000-438256 qam12
13235000000-4.238256 qam13
14243000000-4.538256 qam14
15251000000-4.738256 qam15
16259000000-5.438256 qam16
17267000000-6.538256 qam17
18275000000-6.238256 qam18
19283000000-538256 qam19
20291000000-4.540256 qam20
21299000000-3.938256 qam21
22307000000-3.740256 qam22
23315000000-438256 qam23
24323000000-4.238256 qam24



Downstream bonded channels

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

1Locked38.99450
2Locked38.6189978
3Locked38.9259120
4Locked38.9292776
5Locked38.944490
6Locked38.928010
7Locked38.916572
8Locked38.918903
9Locked40.329910
10Locked38.925906
11Locked40.318946
12Locked38.61016
13Locked38.6660
14Locked38.63484
15Locked38.99540
16Locked38.93045
17Locked38.922179
18Locked38.6905
19Locked38.61657
20Locked40.33213
21Locked38.91780
22Locked40.3330
23Locked38.9560
24Locked38.93480
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Davebreckie
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Message 5 of 8
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Re: Internet disconnecting frequently

Upstream bonded channels

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

16030000051512064 qam1
23940000051512064 qam2
34620000051512064 qam3
42579996151512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Davebreckie
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Message 6 of 8
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Re: Internet disconnecting frequently

Network Log

Time Priority Description

02/07/2021 21:48:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 21:43:49Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 23:10:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:24:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 00:17:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:24:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:23:38criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:23:38ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:23:38criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:23:38criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:20:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:20:16criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:20:16ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:20:16criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:20:16criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:20:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:19:27criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:19:27ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:19:27criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 7 of 8
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Re: Internet disconnecting frequently

Upstream power is too high - downstream too low for a few channels.

VM would need to send an engineer to rectify this!

Hang tight for forum staff to get to it!



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

Corey_C
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Message 8 of 8
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Re: Internet keeps going off

Thanks for your post and for reaching out to the Community Forums, Davebreckie, 

 

I'll send you a private message to confirm your account details.

 

Cheers,

Corey C

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