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Internet is down every night - critical errors in router log

I'm seeing a daily outage of internet every night around the same time. Both wireless and ethernet are going down to come back after up to 20 min, interrupting our usage.

I have Hub 3.0 and after logging in to the device I found the following logs, which seem to indicate a technical issue:

13/04/2020 23:40:28criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:40:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:37:16criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:36:52criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:36:52criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:30:28criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:30:4criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:30:4criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:23:39criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:23:15Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:23:15criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:23:15criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:18:47criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:18:23criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:18:23criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:11:59criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:11:34Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:11:34criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:11:34criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:08:13criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Is this something that Virgin Media could help me resolve?

Thanks!

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Re: Internet is down every night - critical errors in router log

HAve you checked the service status to check for any possible faults in your area?

thanks Andy


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Re: Internet is down every night - critical errors in router log

Hi Andy, thanks for taking a look!

Yes, I have checked the service status last night and on 2 different occasions in the past too and there were no disruptions. I've managed to also to run the test from VM website and it did show me that there are some issues with my connection, advising to double-check the cable connection and restart the router, which I did. 

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Re: Internet is down every night - critical errors in router log

Hi,
Have you managed to resolve this yet? If not I might be able to help - can you send me a personal message; hover over my name and select send message.


Retro-Tech


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Re: Internet is down every night - critical errors in router log

Thanks so much, I've sent you the details via PM. Hoping this is an easy fix 🙂🤞

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Re: Internet is down every night - critical errors in router log

Hey guys, thanks for taking a look! Last Saturday an friendly VM engineer came to take a look and has replaced the isolator box which was really old. Unfortunately I was still getting a daily outage, up until today when I am getting a huge number of packet drops and my internet is slow, taking way too long to connect to servers, everything seems sluggish...

I have a lot of packets dropped on my monitor, all started with a usual outage at night around the same time as always:

https://imgur.com/49sGrOd.png if the image doesn't work

You can see another spike in the morning when I tried to restart the router, but this did not help 😞

As there is no outage according to service status and the diagnostic tools are passing all the tests, I assume there is something seriously wrong. Could you please take a look?

Thank you !!

 

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Re: Internet is down every night - critical errors in router log

Hi,

Just connected and can confirm that there is an error with 2/4 of your upstream snr levels they are >50% lower than they should be.


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