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knfruitbat
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Internet goes down every day, just like many other users, but apparently I need to post my own thread.

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My internet connection goes down pretty much every day. Has periods when it goes down multiple times one after the other. In the hub logs have loads of critical, warning and error messages. No I don't have any loose connections or need to reset my hub again.

Regularly happens during the night, when only one device in use. Tested wifi and it says every single device has a weak connection and to move them closer, even when in a straight line a metre or two from the hub with no obstructions. Even when the hub was fitted the engineer said the signal was poor and ordered the extenders.

Last time I booked an engineer they didn't show up, CS said they couldn't get hold of the engineer, then several days later claimed he did show up, but only needed to work outside.
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jbrennand
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Re: Internet goes down every day, just like many other users, but apparently I need to post my own thread

But, is it the internet connection that is dropping or your wifi connection to it?

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 is it and what are the various Hub lights showing/doing when this happens?

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John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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knfruitbat
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Re: Internet goes down every day, just like many other users, but apparently I need to post my own thread

Pretty sure I said internet connection.

Everything goes down including hard cables devices. Lights go red and then flashing green internet and then wifi lights. Sometimes resets several times in a row.

Someone from VM said start my own post so I have.

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jbrennand
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Re: Internet goes down every day, just like many other users, but apparently I need to post my own thread

OK if ethernet cable connections to the internet are droppingg can you do this...
_________________________________________________________________

Do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

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John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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knfruitbat
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Re: Internet goes down every day, just like many other users, but apparently I need to post my own thread

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 4 37 256 qam 9
2 210750000 3.7 37 256 qam 10
3 218750000 3 37 256 qam 11
4 226750000 2.7 37 256 qam 12
5 234750000 2.4 37 256 qam 13
6 242750000 2 37 256 qam 14
7 250750000 1.7 37 256 qam 15
8 258750000 1.5 37 256 qam 16
9 266750000 1.2 37 256 qam 17
10 274750000 1 37 256 qam 18
11 282750000 1.2 37 256 qam 19
12 290750000 1.7 37 256 qam 20
13 298750000 2.2 37 256 qam 21
14 306750000 2.2 37 256 qam 22
15 314750000 2.4 37 256 qam 23
16 322750000 2.5 37 256 qam 24
17 330750000 2.7 37 256 qam 25
18 370750000 2.2 37 256 qam 26
19 378750000 2.2 37 256 qam 27
20 386750000 2 38 256 qam 28
21 394750000 1.7 37 256 qam 29
22 402750000 1.7 37 256 qam 30
23 410750000 1.5 37 256 qam 31
24 418750000 1.4 37 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 28 0
2 Locked 37.6 20 0
3 Locked 37.6 18 0
4 Locked 37.6 24 0
5 Locked 37.3 35 0
6 Locked 37.6 22 0
7 Locked 37.3 24 0
8 Locked 37.6 55 0
9 Locked 37.3 44 0
10 Locked 37.3 114 0
11 Locked 37.3 37 0
12 Locked 37.3 46 0
13 Locked 37.3 62 0
14 Locked 37.6 47 0
15 Locked 37.3 56 0
16 Locked 37.6 38 0
17 Locked 37.3 23 0
18 Locked 37.6 25 0
19 Locked 37.6 31 0
20 Locked 38.6 37 0
21 Locked 37.6 30 0
22 Locked 37.6 35 0
23 Locked 37.6 64 0
24 Locked 37.3 62 0

 

Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 46.8 5120 64 qam 1
2 32600000 46.8 5120 64 qam 3
3 39400000 46.8 5120 64 qam 2
4 25800000 47.5 5120 64 qam 4


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 14 0

Refresh data
Network Log
Time Priority Description
20/04/2021 02:40:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 02:29:36 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 01:42:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 01:36:19 Warning! TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 01:36:19 Warning! Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 02:15:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 01:53:0 Warning! TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 01:53:0 Warning! Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 08:52:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 01:12:22 Warning! TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 01:12:22 Warning! Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 11:45:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 01:51:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 01:42:29 Warning! TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 01:42:29 Warning! Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 21:49:26 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 21:46:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:49:25 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 00:38:27 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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jbrennand
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Message 6 of 30
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Re: Internet goes down every day, just like many other users, but apparently I need to post my own thread

Nothing "leaping" out as being really amiss there - except that Up channel 4 is showing a few too many T3 errors and these are appearing in the Logs. Someone else needs to comment on the significance of that

However, the BQM will be informative in showing any disconnections - post up the link asap.

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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knfruitbat
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Re: Internet goes down every day, just like many other users, but apparently I need to post my own thread

The network logs show when it is going down. Every time it logs those messages it goes off.

If I try to do the VM diagnosis while I am having issues it says the hub isn't available. Running diagnosis on the hub now it is still saying issues with wifi to all devices.

Will wait for the person from VM to get back to me, Hub shouldn't be going down that often and wifi is crap.

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Laurie_C
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Re: Internet goes down every day, just like many other users, but apparently I need to post my ow...

Hi knfruitbat,

 

Thanks for getting in touch, I'm sorry that you're having problems with your broadband service.

 

I've been able to locate your account using your Forum details, and I can see that there is a known fault in your area that is likely to be causing this issue. The fault reference is F008797385, and there is an estimated end date of the 28th of April 2021 at 1pm.

 

I'm really sorry for any inconvenience that this is causing you. I can assure you that our engineers will be working as hard as they can to resolve this issue for you soon.

 

Please let me know if you have any more questions about this.

 

Thanks,

Laurie

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knfruitbat
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Re: Internet goes down every day, just like many other users, but apparently I need to post my ow...

4 to 5 days every week forever? Isn't a short term issue. And my neighbours internet isn't going down at the same time, so not sure how it can be a local area issue if several of my neighbours aren't having the same issue.

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Re: Internet goes down every day, just like many other users, but apparently I need to post my ow...

Thanks for your plre, knfruitbat, unfortunately as it is still ongoing however the ETA provided by the engineering team is: 28 APR 2021. And they are working on resolving soon.

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