Internet drops every hour

[markied]

Hi there,

My connection to the internet seems to drop every hour. When I check the moden it seems to be rebooting ?  It has been doing this for two days now. I've done all the usual un-plug etc... I've had perfect services for three years. Postcode LU2 0LN 

Any ideas ? Many thanks.

Mark

[Tudor · Accepted solution]

Please post some stats, details below:

How to get stats from a VM hub

1. Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode
2. Click on the “> Check router status” button
3. Click on the “Downstream” tab, copy the text and paste into your reply
4. Click on the “Upstream” tab, copy the text and paste into your reply
5. Click on the “Networking” tab, copy the text and paste into your reply.

[jbrennand]

Also check if there is a known fault.

Try the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[Adduxi]

Post your power levels and network logs for comment.  Also setup a BQM here  www.thinkbroadband.com/ping

Check with Area faults on 0800 561 0061 or if you have a VM landline 150 as local faults are not reported on the VMO2 website status page.

EDIT  -   I'm getting to slow!  Tudor and John beat me to it ......

[markied]

Downstream bonded channels

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

1	291000000	-2.7	40	256 qam	20
2	251000000	-3.2	40	256 qam	15
3	259000000	-3.9	40	256 qam	16
4	267000000	-3	40	256 qam	17
5	275000000	-2.5	40	256 qam	18
6	283000000	-2.7	40	256 qam	19
7	299000000	-3	40	256 qam	21
8	307000000	-3.2	40	256 qam	22
9	315000000	-3.4	40	256 qam	23
10	323000000	-3.5	40	256 qam	24
11	331000000	-3.7	40	256 qam	25
12	339000000	-3.7	40	256 qam	26
13	347000000	-3.7	40	256 qam	27
14	355000000	-3.7	40	256 qam	28
15	363000000	-3.5	40	256 qam	29
16	371000000	-3.7	40	256 qam	30
17	379000000	-3.5	40	256 qam	31
18	387000000	-3.7	40	256 qam	32
19	395000000	-4	40	256 qam	33
20	403000000	-4.9	40	256 qam	34
21	411000000	-4.7	40	256 qam	35
22	419000000	-5	40	256 qam	36
23	427000000	-5	40	256 qam	37
24	435000000	-5.2	40	256 qam	38

Downstream bonded channels

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

1	Locked	40.9	6	0
2	Locked	40.3	5	0
3	Locked	40.9	0	0
4	Locked	40.9	4	0
5	Locked	40.3	5	0
6	Locked	40.9	5	0
7	Locked	40.3	5	0
8	Locked	40.3	5	0
9	Locked	40.3	5	0
10	Locked	40.9	6	0
11	Locked	40.9	5	0
12	Locked	40.3	7	0
13	Locked	40.9	5	0
14	Locked	40.3	7	0
15	Locked	40.9	5	0
16	Locked	40.9	7	0
17	Locked	40.9	5	0
18	Locked	40.9	10	0
19	Locked	40.9	0	0
20	Locked	40.3	1	0
21	Locked	40.3	5	0
22	Locked	40.9	6	0
23	Locked	40.3	15	0
24	Locked	40.3	5	0

[markied]

Refresh data

Upstream bonded channels

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

1	60299959	48	5120	64 qam	1
2	39400000	46.5	5120	64 qam	4
3	46199974	46.5	5120	64 qam	3
4	53700000	48	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[markied]

Time Priority Description

13/11/2021 14:39:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 12:24:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 11:31:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 11:31:11	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2021 04:37:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 10:00:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 08:29:20	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;
09/11/2021 08:29:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 03:46:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2021 20:29:19	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;
05/11/2021 20:29:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2021 09:34:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 08:29:19	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;
02/11/2021 08:29:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2021 04:29:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 21:29:19	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;
29/10/2021 21:29:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 20:12:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 09:29:20	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;
26/10/2021 09:29:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Those stats look pretty good to me. can I check... Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What Hub model is it and if a Hub3 what are the various Hub lights showing/doing when this happens?

Also....

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[markied]

Thanks for the reply John.

I'm loosing total connectivity on ethernet and wifi. Seems to be around once an hour. When it happens I go and check the Hub3 and its is in a rebooting state. Green phone light flashing and two round arrows flashing then they go out and I have the purple status light. I've checked the psu, and cables. All plugged in secure. As I mentioned in post, I've had no issues in three years. First time. Thanks Mark

[jbrennand]

OK - those disconnections will show very clearly on a BQM - post up the link to "share live graph" as soon as - and compare those times to the Log records for those times.

What does the 0800 number report on faults?