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Internet keeps cutting off - working for about an hour in a entire day

Hi guys,

Just wondering if i can help - so since the beginning of this month, my internet cut's off numerous times a day, so much so, that it's become unusable. 

The following has been done so far:

1. Engineer visit 1 - Claimed it's the router, did nothing due to potential router activation issues driven by Corona and left.

2. Engineer visit 2 - Spent a good 40 minutes, diagnosed the problem as being driven by a knackered "filter outside" and therefore referred the case to the networks specialist team.

3. Network specialist visit 3 - Claimed that they found 1/2 issues outside they've fixed, also came inside and took of a "fancy looking signal switch" and replaced it saying that they did not see the point of that being on there.

4. Engineer visit 4 - Replaced the hub, given it appears to be the only thing that hadn't been done yet, and also put the "fancy switch" back on, said he didn't see why the network engineers would take it off, said it wasn't an absolute must but better having fun.

I don't know what to do anymore... please advise?

 

P.S The router starts flashing green, the wifi symbol stays solid green and the "internet arrows" keep flashing green, when logging into the router the internet shows "Access denied". Apparently there are no issues in the area...

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Re: Internet keeps cutting off - working for about an hour in a entire day

Here is the router log this morning:

 

Time Priority Description

14/04/2020 10:41:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:41:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:40:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:39:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:39:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:39:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 10:37:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 3 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Further logs - Taken - when it came online:

Item Status Comments

Acquired Downstream Channel (Hz)
291000000
Locked
Ranged Upstream Channel (Hz)
39400031
Locked

Provisioning State

Online

 

Downstream:

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

1291000000-237256 qam20
2139000000-235256 qam1
3147000000-1.736256 qam2
4155000000-236256 qam3
5163000000-2.536256 qam4
6171000000-2.536256 qam5
7179000000-2.436256 qam6
8187000000-2.536256 qam7
9195000000-2.236256 qam8
10203000000-2.436256 qam9
11211000000-2.436256 qam10
12219000000-2.536256 qam11
13227000000-3.436256 qam12
14235000000-2.736256 qam13
15243000000-3.236256 qam14
16251000000-2.536256 qam15
17259000000-2.536256 qam16
18267000000-2.936256 qam17
19275000000-2.437256 qam18
20283000000-2.737256 qam19
21299000000-2.236256 qam21
22307000000-2.236256 qam22
23315000000-236256 qam23
24323000000-237256 qam24

 

Downstream bonded channels

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

1Locked37.619138966412
2Locked35.757549477117
3Locked36.352570778738
4Locked36.3572593119598
5Locked36.360039894654
6Locked36.387218273774
7Locked36.347005072730
8Locked36.6103606394496
9Locked36.3607945189166
10Locked36.3694277142470
11Locked36.642873184071
12Locked36.639276571435
13Locked36.6134100672758
14Locked36.645679272272
15Locked36.3108583570447
16Locked36.638703768494
17Locked36.649485267468
18Locked36.3100988581602
19Locked37.636599495103
20Locked37.368473984973
21Locked36.650214574416
22Locked36.643021172309
23Locked36.638725571923
24Locked37.3413849

76967

 




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Message 4 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Upstream:

Upstream bonded channels

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

1394000314.7512064 qam12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
.iyewrkldJKDHSUBsgvca69834ncxv9873



Primary Downstream Service Flow

SFID25442
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID32214
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Message 5 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Anyone here that can help/diagnose the issue ?

 

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Message 6 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

You do need VM Tech help as there are issues with the connection. Only one Up channel and too many PostRs errors. Whilst you are waiting for a VM tech to help, reboot the Hub and see if the other Up channels lock on - also check that the error columns have reset to ) then check every hour or so to see if they are returning.

Also double (or triple!) check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

Then, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts - 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. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.

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

--------------------
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 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Thanks John, appreciate the detailed response, any suggestions on what i should be telling the VM engineers to do, they all seem to come in, run some sort of check on their phone and claim that overall everything looks stable and it must be the router/splitter etc. - both of which have already been replaced once.

Not entirely sure - if i just need to ask them to setup a new box and pull a brand new clean connection or what? Have checked all the cabling and it's all tightened properly.

One of the cables going between the router and splitter is a push-fit which has not been replaced by anyone - could this be the issue? Virgin have said someone is coming by on the 16th, just not sure what I should show them to explain the issue and make things work.

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Message 8 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

So i've kept things going, and generally it was a little bit more stable today, but just crashed again - here are the stats - any obvious issues/faults i should flag to the VM Engineer when he comes around please? They seem unsure as to what the issue is given i've already had 3/4 visits so far....

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

435000000

Ranging

Ranged Upstream Channel (Hz)

Update in progress

undefined

Provisioning State

Offline

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

435000000

-19.8

27

256 qam

36




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

27.1

889684

140769

Refresh data

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

 




Primary Downstream Service Flow

SFID

25442

Max Traffic Rate

230000061

Max Traffic Burst

42600

Min Traffic Rate

0




Primary Upstream Service Flow

SFID

32214

Max Traffic Rate

22000061

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

Network Log

Time

Priority

Description

14/04/2020 20:05:38

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:05:38

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:05:30

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:04:56

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:04:42

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:04:40

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:04:37

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:03:56

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:03:56

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:02:35

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:02:35

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:01:32

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 20:01:31

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 17:33:21

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 17:33:20

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 17:33:20

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 17:33:19

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 17:32:59

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 17:32:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 17:32:21

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 9 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

I've also attached the chart here now:

https://www.thinkbroadband.com/broadband/monitoring/quality/ffd4138e55b76500e399bd2303a2b98cc0b734e4... 

Anything i should suggest the engineer to look at tomorrow please, they seem clueless as to what the issue is?

 

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Message 10 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/33bbe3ce8d16f7332ae123d8b61854cb8bd0075b-15-04-2020][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/33bbe3ce8d16f7332ae123d8b61854cb8bd0075b-15-04-2020.png[/img][/url]

 

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