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Internet dropping connection

LukeMcpherson88
Joining in

Our broadband drops out very regularly, a few times an hour for a few minutes (sometimes longer if the hub reboots itself). 

After two engineer visits, a new hub and new cabling, the situation is no better. This has been an issue for 2 months. If I manage to speak to someone I am told that there is no issue on ‘their end’ and the virgin broadband test online is infuriating. 

Following advice I have set up a thinkbroadband network monitoring app which over the last week shows constant ‘dropped packets’ and constant spikes of ‘high latency’. As a lay person I have no idea what this means but am told it can cause dropped connections. 

Can anyone advice of a possible solution?

thanks

Luke

 

105 REPLIES 105

Hi Dan, 

Thanks for coming back to us and updating the thread. We're glad things are better now the Hub has been changed. 

Whenever you see a high amount or pre-rs errors, it's not usually a concern unless the post-rs errors are also high. As long as these stay at 0 then you'll be OK. 

You're right when it comes to putting the Hub into Modem mode too. The colour turns like a magenta but a lot of people can confuse it with red which is also the colour it turns if overheating. There are checks we can run though so if you notice it more red than magenta, please let us know. 

Take care,

Kath_F
Forum Team

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Hey, we have so many dropout through the day it's getting a joke. We've had Virgin media for about a year and the router is in the middle room (working in the front room). I also try to use power hubs but the connection still drops.. Can someone help!!.. 

rob


M600 Fibre Broadband
Hub 3

Time Priority Description
13/05/2022 11:20:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2022 08:59:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 21:16:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 20:59:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2022 17:33:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2022 10:49:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2022 10:49:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2022 10:48:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2022 10:48:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2022 08:59:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2022 03:36:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 20:59:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 12:33:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 17:51:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 09:17:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 00:31:52noticeSW download Successful - Via NMS
27/04/2022 00:29:29noticeSW Download INIT - Via NMS
25/04/2022 17:06:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 11:08:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2022 22:35:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Hi Lister110,

 

Thanks for posting and sorry to hear you've had some issues with your connection.

 

Looking at things from our side the hub looks to be within the specifications we would expect.

 

Can you confirm if you're experiencing issue with both a wired and wireless connection?

 

Have you tried a pin-hole reset of the hub?


Alex_Rm

 

Nope, will a pin hole reset do the trick. Are we eligible for router upgrade would this help (or a different reputed perhaps?). Thanks for replying.

Now having issues with one of our TV boxes. Rebooted a few times and the welcome screen starts , then goes blank with the white light. Just doesn’t do anything? Any ideas… tried turning it off and checking leads?

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Hi Lister110, 

Apologies for the issues faced regarding this, can I ask are you still facing issues with your TV boxes?

Let us know,

Kain