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Zak_M
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Message 11 of 25
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Re: Internet keeps cutting out every couple of minutes for about 30 seconds.

Good afternoon @Spardus 

 

Thank you for your post. 

 

Have you managed to arrange an engineer since your last post? If not we can get this resolved for you. 

 

Kind regards,

Zak_M

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nwvmc
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Message 12 of 25
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Re: Internet keeps cutting out every couple of minutes for about 30 seconds.

My Internet cuts out approximately every 3 minutes.

The system tray icon changes from 20210329_091430_Small.jpg to 20210330_135818_Small.jpg and back again every 3 minutes. I wrote a quick prog that pings a URL every second and writes a log entry when the status changes, see below:-
31/03/2021 20:20:38 - Connected
31/03/2021 20:23:16 - NOT Connected
31/03/2021 20:23:28 - Connected
31/03/2021 20:23:31 - NOT Connected
31/03/2021 20:23:32 - Connected
31/03/2021 20:26:34 - NOT Connected
31/03/2021 20:26:49 - Connected
31/03/2021 20:29:55 - NOT Connected
31/03/2021 20:30:05 - Connected
31/03/2021 20:30:14 - NOT Connected
31/03/2021 20:30:15 - Connected

As I work from home and I'm connected to my work all day this is most inconvenient. Any help would be greatly appreciated?

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Zak_M
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Message 13 of 25
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Re: Internet keeps cutting out every couple of minutes for about 30 seconds.

Good afternoon @nwvmc 

 

Welcome to the forums and thank you for taking the time to post. 

 

I have taken a look into this for you, I can see that you have a power level issues on your downstream channels, I have booked an engineer to come and get this resolved,  You can find the time and date of the appointment via your virgin media account. 

 

Kind regards,

Zak_M

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nwvmc
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Message 14 of 25
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Re: Internet keeps cutting out every couple of minutes for about 30 seconds.

I'm afraid to say this issue is still persisting. I had a visit from a Virgin Media technician last week who fitted something called a tenerator (not sure of spelling) on my router. My Internet is still cutting out and the system tray icon is still fluctuating as previously described. Any help would be greatly appreciated.

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lotharmat
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Message 15 of 25
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Re: Internet keeps cutting out every couple of minutes for about 30 seconds.

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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nwvmc
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Message 16 of 25
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Re: Internet keeps cutting out every couple of minutes for about 30 seconds.

Cable Modem Status

Item Status Comments

Acquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
46200004
Locked
Provisioning State
Online
 
 
Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13307500005.338256 qam25
22347500004.438256 qam13
32427500004.338256 qam14
42507500004.338256 qam15
52587500004.538256 qam16
62667500004.538256 qam17
72747500004.538256 qam18
82827500004.938256 qam19
9290750000638256 qam20
102987500006.538256 qam21
113067500006.540256 qam22
123147500006.138256 qam23
133227500005.838256 qam24
143387500005.538256 qam26
153467500005.540256 qam27
163547500005.540256 qam28
173627500005.540256 qam29
18370750000538256 qam30
193787500004.538256 qam31
203867500003.938256 qam32
213947500003.738256 qam34
224027500003.538256 qam35
234107500003.238256 qam36
244187500002.938256 qam37


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.91290
2Locked38.61880
3Locked38.62330
4Locked38.92300
5Locked38.91590
6Locked38.61530
7Locked38.61630
8Locked38.61640
9Locked38.6990
10Locked38.9840
11Locked40.3830
12Locked38.9760
13Locked38.9830
14Locked38.9840
15Locked40.3860
16Locked40.31010
17Locked40.3940
18Locked38.61090
19Locked38.61510
20Locked38.61630
21Locked38.92210
22Locked38.62560
23Locked38.63140
24Locked38.63730

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000451512064 qam1
23940017551512064 qam2
33260004451512064 qam3
42580000551512032 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0030
2ATDMA0020
3ATDMA0010
4ATDMA0010
 
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nwvmc
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Message 17 of 25
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Re: Internet keeps cutting out every couple of minutes for about 30 seconds.

Min Traffic Rate0



Primary Upstream Service Flow

SFID59315
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

09/04/2021 08:46:29Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 08:02:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 03:49:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 00:21:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 08:05:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 08:05:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 08:05:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 08:05:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 08:05:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 08:05:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 05:57:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 16:34:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 22:11:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2021 19:51:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2021 08:57:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2021 03:33:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2021 02:29:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2021 14:15:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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nwvmc
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Message 18 of 25
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Re: Internet keeps cutting out every couple of minutes for about 30 seconds.

Here's the result of my Broadband Quality Monitor:-

BQMNW01.jpg

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nwvmc
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Message 19 of 25
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Re: Internet keeps cutting out every couple of minutes for about 30 seconds.

Here's the result of my Broadband Quality Monitor (again):-

BQMNW01.jpg

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nwvmc
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Message 20 of 25
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Re: Internet keeps cutting out every couple of minutes for about 30 seconds.

Here's the result of my Broadband Quality Monitor (yet again):-

BQMNW01.jpg

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