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AvaAdore
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Message 1 of 23
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Internet disconnects at around 12.30 every night.

Hi,

Our internet cuts off at the same time - roughly half past midnight - every night. It's not a total disaster but it's a bit tiresome. I've attached some relevant BQM graphs and some screenshots of our router status page, and I'd be grateful if anyone could give me any advice. A few more pieces of info in case that helps anyone spot the issue:

* We have an 200Mb connection on a SH2ac, but have it in modem only mode. VM recently sent a SH3 but we didn't install that. Could that be the cause - that VM changed some setting because they were expecting me to use this new modem? I tried to use the new SH3 but couldn't get it to connect, so just went back to the old one ....

* We have an Ubiquiti AmpliFi home network, with a Netgear GS308 unmanaged switch.

* BQM chart here: https://www.thinkbroadband.com/broadband/monitoring/quality/share/1cce1783a5345bf88d8dae7f70eb6e2fa5... 

Thanks!

[Edit: I can't seem to get images to work in posts, but here is all the info in a Dropbox folder ]

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AvaAdore
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Message 2 of 23
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Re: Internet disconnects at around 12.30 every night.

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AvaAdore
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Message 3 of 23
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Re: Internet disconnects at around 12.30 every night.

Wow, this forum's software is impressively bad. 

Please try here to view the images https://www.dropbox.com/sh/euxv7e8w2d941zb/AADUh0M5JX23vNOn55AsEva_a?dl=0 

Thanks!

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AvaAdore
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Message 4 of 23
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Re: Internet disconnects at around 12.30 every night.

So, is there some way of getting a Virgin Media person to look at this? Is it missing some info that people need to see, or should I just create a new post and hope for better luck next time? 🙂

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gary_dexter
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Alessandro Volta
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Message 5 of 23
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Re: Internet disconnects at around 12.30 every night.

No you need to wait for someone to get to the post.

Or call up or use the text service. 


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John_GS
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Message 6 of 23
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Re: Internet disconnects at around 12.30 every night.

Hi AvaAdore

 

Thanks for posting. I am sorry for the broadband issues. I can see you've since spoke to the team and they've got an engineer visit booked in.

 

Please let us know how the visit goes or if you need further assistance.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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AvaAdore
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Message 7 of 23
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Re: Internet disconnects at around 12.30 every night.

I've sent you a PM as this is still not resolved. I'd be really grateful for your help.
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Eeeps
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Message 8 of 23
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Re: Internet disconnects at around 12.30 every night.

You don't have Economy 7 do you?

Post your modem logs and this should show if it is reset at that time.

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AvaAdore
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Message 9 of 23
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Re: Internet disconnects at around 12.30 every night.

Thanks for the reply!

We're not on the tariff you suggested - it's only the SuperHub 3 that resets at this time, nothing else 🙂

A few other properties in the same building have the same issues (high modem SNR and lots of errors, causing disconnects) including a business connection that we have for CCTV.

Time Priority Description

06/07/2020 20:36:18criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:36:7criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:36:7criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:35:54criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:35:54criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:29:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:29:18criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:29:18criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:29:6criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:29:6criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:22:42criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:22:29criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:22:29criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:22:18criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:22:18criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:15:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:15:41criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:15:41criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:15:29criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 20:15:29criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Eeeps
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Message 10 of 23
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Re: Internet disconnects at around 12.30 every night.

OK, just a though about external power.

The logs doesn't show a problem around 12am. However it doesn't look good.
Can you post your downstream and upstream stats please?

Did you have an engineer visit?

The unicast ranging suggests a problem on the upstream.

Still strange about the 12am reset - is this regular as clockwork?

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