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Internet dying at a certain time

Hi there,

Im having this issue where on my PlayStation and laptop around 8pm everyday the internet goes off on both of them. It says that they are both connected to the WiFi but there isn’t an internet connection.The day after it happens we have to reset the hub and it will work fine until it hits around 8 o’clock and etc...

We have contacted virgin but they can’t seem to figure out the problem. They say the hub is perfectly fine and they just tell us to restart everything but of course it eventually goes off again. They sent over some boosters and said that might do the trick but it made no difference.
It sometimes happens on one of my iPads at night but it is more noticeable with my PS4 and laptop. If anyone knows how to fix this problem it would be much appreciated

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Re: Internet dying at a certain time

Could you access your router using http://192.168.0.1/  or http://192.168.100.1/  for modem mode . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

At least we can check the stats to rule out an issue with the line.

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Message 3 of 143
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Re: Internet dying at a certain time

this is the full network log ...

i can send you upstream and downstream as well in just a minute

thank you

Time Priority Description

26/07/2020 14:01:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 11:25:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 09:17:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 08:34:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 23:42:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 21:58:10noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 17:59:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 16:51:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 03:48:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 03:08:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 22:59:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 22:28:13noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 18:50:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 18:03:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 17:29:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 17:01:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 08:44:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 19:55:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 19:42:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=
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Re: Internet dying at a certain time

Downstream

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

1203000000-0.738256 qam9
2139000000-0.538256 qam1
3147000000-0.538256 qam2
4155000000-0.538256 qam3
5163000000-0.538256 qam4
6171000000-0.238256 qam5
7179000000-0.238256 qam6
8187000000-0.438256 qam7
9195000000-0.538256 qam8
10211000000-0.738256 qam10
11219000000-0.740256 qam11
12227000000-1.438256 qam12
13235000000-2.438256 qam13
14243000000-2.238256 qam14
15251000000-0.538256 qam15
162590000000.438256 qam16
172670000000.540256 qam17
182750000000.240256 qam18
192830000000.240256 qam19
202910000000.440256 qam20
212990000000.538256 qam21
223070000000.740256 qam22
23315000000140256 qam23
243230000001.240256 qam24



Downstream bonded channels

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

1Locked38.950
2Locked38.960
3Locked38.950
4Locked38.660
5Locked38.940
6Locked38.6190
7Locked38.9180
8Locked38.9180
9Locked38.9200
10Locked38.9130
11Locked40.300
12Locked38.6110
13Locked38.670
14Locked38.660
15Locked38.650
16Locked38.960
17Locked40.360
18Locked40.350
19Locked40.360
20Locked40.340
21Locked38.9150
22Locked40.3190
23Locked40.9170
24Locked40.300
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Re: Internet dying at a certain time

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

1462000174.75512064 qam3
2325999934.75512064 qam5
3394000124.75512064 qam4
4536999614.75512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Very Insightful Person
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Message 6 of 143
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Re: Internet dying at a certain time

Does it only happen when connected on wifi or do ethernet cable connected devices drop out at the same time?

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 7 of 143
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Re: Internet dying at a certain time

Your stats look ok, good in fact!

I would suggest setting up a BQM:

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

Once you've created an account you must setup a new monitor.

You can leave it running for 24 hours (It doesn't affect your internet connection) and share the results with us.

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Alessandro Volta
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Message 8 of 143
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Helpful Answer

Re: Internet dying at a certain time

The stats look OK.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 9 of 143
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Re: Internet dying at a certain time

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Message 10 of 143
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Re: Internet dying at a certain time

It sometimes happens to my TiVo box yes and that is connected directly to the hub using an ethernet cable.

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