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C_Mascord
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Message 1 of 16
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Internet drops out and intermittent/low speed

93706F5A-D4EC-4E06-90B1-66BA9563BFA2.png

Internet is dropping out randomly and speeds are no where near what I pay for. No issues logged in my area?

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Andruser
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Message 2 of 16
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Re: Internet drops out and intermittent/low speed

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  Are the problems affecting both ethernet and wireless devices, and is there any time of day element?

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Emma_C
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Message 3 of 16
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Re: Internet drops out and intermittent/low speed

Morning C_Mascord, 

Thanks for your post and welcome to our community. 

I am very sorry to hear that you've been having some on going issues with the service. 

I've had a look into the back end of things for you and can see that there is a known issue under the reference F008704175. We do aim to have this fully resolved by the 27th December 09:00. 

Whilst this fault is on going you might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then or the internet dropping our or not connecting. We are sorry and will have this sorted very soon. 

Do let us know if you have any issues after the 27th. 

Thanks. 

Emma_C - Forum Team
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C_Mascord
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Message 4 of 16
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Re: Internet drops out and intermittent/low speed

Hi Emma,

Thank you for having a look back and letting me know 'that there is a known issue under the reference F008704175. We do aim to have this fully resolved by the 27th December 09:00'

The main issue I have here is that it's now the 21st of January which is nearly a month after this resolved date?

Also, do you need me to still look at the hub logs?

Thanks,

Carl

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C_Mascord
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Message 5 of 16
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Re: Internet drops out and intermittent/low speed

PasswordShow
 


 
Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000006.540256 qam25
22030000008.540256 qam9
32110000008.640256 qam10
42190000008.340256 qam11
52270000008.340256 qam12
6235000000840256 qam13
72430000007.640256 qam14
82510000006.940256 qam15
92590000006.140256 qam16
10267000000640256 qam17
112750000006.140256 qam18
122830000006.340256 qam19
132910000006.440256 qam20
142990000006.440256 qam21
153070000006.540256 qam22
163150000006.540256 qam23
173230000006.540256 qam24
183390000006.640256 qam26
193470000006.940256 qam27
203550000006.540256 qam28
213630000006.540256 qam29
223710000006.540256 qam30
233790000006.540256 qam31
24387000000640256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.9297812085
2Locked40.9450111639
3Locked40.9237718248
4Locked40.9210321528
5Locked40.9209120495
6Locked40.9167119831
7Locked40.3178420376
8Locked40.3176022509
9Locked40.9301820256
10Locked40.3355221432
11Locked40.3415319455
12Locked40.3353719773
13Locked40.3432019974
14Locked40.3332421853
15Locked40.9212322692
16Locked40.3227620591
17Locked40.9255319904
18Locked40.3280514104
19Locked40.3279314977
20Locked40.9283015315
21Locked40.3283315442
22Locked40.9284914809
23Locked40.3303612938
24Locked40.9387312846
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C_Mascord
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Message 6 of 16
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Re: Internet drops out and intermittent/low speed

PasswordShow
 


 
Router status
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000041.8512064 qam4
24620000041.8512064 qam3
35370000041.8512064 qam2
46030000044512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0070
2ATDMA0040
3ATDMA00180
4ATDMA0070
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C_Mascord
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Message 7 of 16
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Re: Internet drops out and intermittent/low speed

PasswordShow
 


 
Router status
Network LogTime Priority Description
21/01/2021 09:34:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:35:33noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:35:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:05:35noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:05:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 18:56:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 16:05:35noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 16:05:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:07:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:07:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:06:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:06:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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gary_dexter
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Message 8 of 16
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Re: Internet drops out and intermittent/low speed

I think she meant January not December


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Emma_C
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Message 9 of 16
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Re: Internet drops out and intermittent/low speed

Really sorry C_Mascord, 

I meant 27th January 2021. This is what would be causing the issues you're having, if after the 27th January this is still happening let us know and we can check again. 

I'm sure we'll have it sorted ASAP. 

Thanks. 

Emma_C - Forum Team
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Lulabell2021
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Message 10 of 16
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Re: Internet drops out and intermittent/low speed

Hi new here, my broadband is dropping off all time. Ive tried all the tests, reset buttons turned and and off but still no joy. Kids trying work and so am I. It's intermittent. I've tried the scanner app in each room and says ok. 

I have hub 3 it's had orange light for ages. 

Tried ringing 150 and just cuts me off.

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