on 05-02-2023 23:18
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
on 05-02-2023 23:20
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 |
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 |
on 05-02-2023 23:20
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 |
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 |
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; |
on 08-02-2023 09:58
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.
on 08-02-2023 11:48
How do I post my router information like you did in this post with all the sensitive information * out?
on 08-02-2023 16:27
I copied the information from the home page of the router without logging in - see the screen grab below.
on 08-02-2023 16:28
Thanks Paul - what would you advise if this is not fixed by the advised date?
on 08-02-2023 16:45
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.
on 10-02-2023 18:20
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