Internet dropping whilst streaming

[Ru558ll]

Hi,
I’ve been experiencing drop outs on my internet over the past week or two which is really frustrating. Typically, it stops content streaming on my tv (Apple, Netflix, iPlayer, etc) and also stops music streaming from Spotify on Sonos. I have a Hub 3 setup in modem mode with eero mesh router attached. It has been working for 1-2 years fine. I setup a BQM and shared below along with router (modem) status information as suggested in other posts so would be grateful if someone here could look and suggest what the problem might be.

Thanks!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0bba806776c15c18e2d8713485abe9372d0d200e-05-02-2023

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

307000000

Locked

Ranged Upstream Channel (Hz)

30100000

Locked

Provisioning State

Online

[Ru558ll]

Downstream bonded channels

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

1	307000000	3.7	36	256 qam	22
2	139000000	5	37	256 qam	1
3	147000000	4	37	256 qam	2
4	155000000	4	37	256 qam	3
5	163000000	4	37	256 qam	4
6	171000000	4.1	36	256 qam	5
7	179000000	4.4	37	256 qam	6
8	187000000	4.4	37	256 qam	7
9	195000000	4	36	256 qam	8
10	203000000	3.4	36	256 qam	9
11	211000000	3.7	36	256 qam	10
12	219000000	3.7	36	256 qam	11
13	227000000	4	37	256 qam	12
14	235000000	3.5	36	256 qam	13
15	243000000	3.7	36	256 qam	14
16	251000000	3.5	36	256 qam	15
17	259000000	3.7	36	256 qam	16
18	267000000	3.5	36	256 qam	17
19	275000000	3.5	36	256 qam	18
20	283000000	3.2	36	256 qam	19
21	291000000	3.5	36	256 qam	20
22	299000000	3.5	36	256 qam	21
23	315000000	3.5	36	256 qam	23
24	323000000	3.7	36	256 qam	24

Downstream bonded channels

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

1	Locked	36.3	8099	0
2	Locked	37.6	77	0
3	Locked	37.3	181	0
4	Locked	37.3	121	0
5	Locked	37.3	290	0
6	Locked	36.6	336	0
7	Locked	37.3	284	0
8	Locked	37.3	525	0
9	Locked	36.6	902	0
10	Locked	36.6	2633	0
11	Locked	36.3	2850	0
12	Locked	36.3	2432	0
13	Locked	37.3	2285	0
14	Locked	36.3	3643	0
15	Locked	36.6	5361	0
16	Locked	36.6	5236	0
17	Locked	36.6	6594	0
18	Locked	36.6	5101	0
19	Locked	36.3	7085	0
20	Locked	36.3	8452	0
21	Locked	36.6	7310	0
22	Locked	36.3	8944	0
23	Locked	36.6	7856	0
24	Locked	36.6	6607	0

[Ru558ll]

Upstream bonded channels

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

1	30100000	44.5	5120	64 qam	4
2	23600000	43	5120	64 qam	5
3	36600000	46	5120	64 qam	3
4	43100000	46	5120	64 qam	2
5	49600041	47	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0

Network Log

Time Priority Description

05/02/2023 14:09:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 08:27:49	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 08:27:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2023 22:15:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2023 00:03:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2023 00:03:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2023 03:18:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2023 12:03:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2023 12:03:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 12:16:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 02:19:40	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2023 02:19:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2023 07:26:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2023 08:46:59	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2023 08:46:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 11:08:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 05:02:49	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 05:02:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2023 11:02:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2023 05:54:20	critical	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;

[Paul_DN]

Hi Ru558ll,

Thank you for reaching out to us in our community and welcome, sorry to see you are experiencing connections dropping while streaming, I was able to locate you on our system with the details we have for you and can see there is an SNR (Signal to Noise Ratio) fault in your area, this is generally caused by a damaged or exposed cable making noise on the Network, You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working to resolve this ASAP.

This was first registered on 02/11/22 and the estimate fix time is 13/02/23.

Regards

Paul.

[Kerrigoonaz]

How do I post my router information like you did in this post with all the sensitive information * out? 

[Ru558ll]

 I copied the information from the home page of the router without logging in - see the screen grab below.

[Ru558ll]

Thanks Paul - what would you advise if this is not fixed by the advised date?

[Kerrigoonaz]

Either I'm missing something or mines different, when I go there and copy it's just a wall of text, yours as all the box's and everything. Also mine doesn't hide the sensitive information from network log with * like yours did.

[Travis_M]

Hi @Ru558ll 

Thanks for your response

There isn't much else to advise as all the work is being done by our engineers to have the area fault resolved as soon as possible. Thank you for your patience with this and we hope to have this resolved as soon as we can