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Internet going down every day around the same time

stant123
Joining in

Hi,

For the last 2 weeks, our internet connection has been dropping out every day roughly around the same times. Is there currently any issues that customers are not aware of? I work from home so having a stable connection is important!

thanks,

Stant123

7 REPLIES 7

jbrennand
Very Insightful Person
Very Insightful Person

Try these....

First thing is to check for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then 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 and fix estimates, down to street cab/ postcode level.

If nothing is reported on those, 

Can we check… are your 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/Hub related?

What Hub model is it?   What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

Roughly what time is the disconnection ?

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

EDIT - ADDED THIS

Do the BQM ASAP and do this....

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks for the reply John.

The dropout is across both wired & wireless connections.

The model is the Hub 4, the light bar has been a constant green for some time now even during these internet dropouts. The times it occurs are around 9am, 4pm & 9pm.

hope this information helps.

stant123

jbrennand
Very Insightful Person
Very Insightful Person

Do the BQM ASAP and do this....

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts

 


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi John,

Hope this is what you were looking for:

3.0 Downstream channels

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

253310000006.09999838.605377QAM25625
102110000007.09999838.983261QAM25610
112190000007.09999838.983261QAM25611
122270000007.09999838.605377QAM25612
132350000006.80000338.605377QAM25613
142430000006.69999738.605377QAM25614
152510000006.59999838.605377QAM25615
162590000006.40000238.605377QAM25616
172670000006.30000338.605377QAM25617
182750000005.90000238.605377QAM25618
192830000005.69999738.983261QAM25619
202910000005.00000038.605377QAM25620
212990000004.90000238.605377QAM25621
223070000004.90000238.605377QAM25622
233150000005.30000338.983261QAM25623
243230000005.69999738.605377QAM25624
263390000006.19999738.605377QAM25626
273470000006.09999838.605377QAM25627
283550000006.09999838.605377QAM25628
293630000005.90000238.605377QAM25629
303710000006.00000038.983261QAM25630
313790000005.80000338.605377QAM25631
323870000006.30000338.605377QAM25632
333950000006.19999738.605377QAM25633
344030000006.80000338.605377QAM25634
354110000006.30000338.605377QAM25635
364190000006.30000338.605377QAM25636
374270000006.09999838.605377QAM25637
384350000005.59999838.983261QAM25638
394430000005.50000038.983261QAM25639
404510000004.50000038.605377QAM25640



3.0 Downstream channels

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

25Locked38.60537700
10Locked38.98326100
11Locked38.98326100
12Locked38.60537700
13Locked38.60537700
14Locked38.60537700
15Locked38.60537700
16Locked38.60537700
17Locked38.60537700
18Locked38.60537700
19Locked38.98326100
20Locked38.60537700
21Locked38.60537700
22Locked38.60537700
23Locked38.98326100
24Locked38.60537700
26Locked38.60537700
27Locked38.60537700
28Locked38.60537700
29Locked38.60537700
30Locked38.98326100
31Locked38.60537700
32Locked38.60537700
33Locked38.60537700
34Locked38.60537700
35Locked38.60537700
36Locked38.60537700
37Locked38.60537700
38Locked38.98326100
39Locked38.98326100
40Locked38.6053770

0

 

3.0 Upstream channels

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

14310000044.0205995120 KSym/sec64QAM2
22360000042.0205995120 KSym/sec32QAM5
33010000043.0205995120 KSym/sec64QAM4
43660000043.5205995120 KSym/sec64QAM3
54960000044.0205995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
5US_TYPE_ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.038.22KQAM128


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900

Network Log

Time Priority Description
Thu Oct
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

jbrennand
Very Insightful Person
Very Insightful Person

Still waiting to see your BQM

Stats showing a problem on the upstream channel 2 dropping to 32QAM - a VM person needs to look at this.


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi @stant123

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear you've been facing some connection issues recently. I've just checked over things on our systems and I'm unable to detect any faults currently. Is this issue ongoing for you today? If it is, are you able to share a live BQM so we can look at your connection quality in real-time?

Thanks,
 


Zach - Forum Team
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