Internet keeps disconnecting, please help.

[presoto]

I recently joined Virgin Media since they were the only ISP to offer fibre broadband in my area. It's been a bout 2 weeks and the experience has not been pleasant.

First I had no coverage in about half my house so I wanted to move the router upstairs, so I had an engineer come and connect the cables to the wall socket upstairs. He also gave me a Hub 5 to replace my Hub 3 and said it will help with the range.

Since then, the range did improve but now the internet will randomly disconnect. Sometime for a second sometimes for half an hour. I've tried to find a pattern but it is truly random.

Today another engineer came by since I was having these issues. He said that there was a faulty cable and we were connected to a faulty line and said that everything will be good now. I was happy for about 6 hours until it disconnected again. I'm not sure if it's the hub's fault or the socket, should I replace them?

I read some similar posts and saw that people keep asking for these thinkbroadband live graphs so I set one up yesterday: https://www.thinkbroadband.com/broadband/monitoring/quality/share/6b7ad10b40a60968ee77cbf311e3f4761e...

[presoto]

Network Log

Time Priority

14-11-2023 18:23:26	notice
14-11-2023 18:18:23	notice
12-11-2023 10:21:21	notice
12-11-2023 10:16:18	notice
12-11-2023 07:23:21	notice
12-11-2023 07:23:18	notice
12-11-2023 07:23:12	notice
12-11-2023 07:23:06	warning
12-11-2023 07:23:04	notice
12-11-2023 07:22:54	warning
12-11-2023 07:19:18	critical
12-11-2023 07:18:53	critical
12-11-2023 07:18:34	critical
12-11-2023 07:18:05	critical
12-11-2023 07:17:50	critical
12-11-2023 05:20:30	notice
12-11-2023 05:20:26	notice
12-11-2023 05:20:21	notice
12-11-2023 05:20:12	warning
12-11-2023 05:20:10	notice
12-11-2023 05:19:58	warning
12-11-2023 05:17:34	critical
12-11-2023 04:25:30	notice
12-11-2023 04:25:27	notice
12-11-2023 04:25:22	notice
12-11-2023 04:25:15	warning
12-11-2023 04:25:13	notice
12-11-2023 04:25:01	warning
12-11-2023 04:22:50	critical
12-11-2023 03:10:27	notice
12-11-2023 03:10:23	notice
12-11-2023 03:10:18	notice

Time Priority Description

14-11-2023 18:23:26	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
14-11-2023 18:18:23	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 10:21:21	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 10:16:18	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 07:23:21	notice	REGISTRATION COMPLETE - Waiting for Operational status
12-11-2023 07:23:18	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 07:23:12	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 07:23:06	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 07:23:04	notice	Honoring MDD; IP provisioning mode = IPv4
12-11-2023 07:22:54	warning	ToD request sent - No Response received;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 07:19:18	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 07:18:53	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 07:18:34	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 07:18:05	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 07:17:50	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 05:20:30	notice	REGISTRATION COMPLETE - Waiting for Operational status
12-11-2023 05:20:26	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 05:20:21	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 05:20:12	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 05:20:10	notice	Honoring MDD; IP provisioning mode = IPv4
12-11-2023 05:19:58	warning	ToD request sent - No Response received;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 05:17:34	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 04:25:30	notice	REGISTRATION COMPLETE - Waiting for Operational status
12-11-2023 04:25:27	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 04:25:22	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 04:25:15	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 04:25:13	notice	Honoring MDD; IP provisioning mode = IPv4
12-11-2023 04:25:01	warning	ToD request sent - No Response received;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
12-11-2023 04:22:50	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 03:10:27	notice	REGISTRATION COMPLETE - Waiting for Operational status
12-11-2023 03:10:23	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12-11-2023 03:10:18	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

[presoto]

Hello Ashleigh,

In the last 12 hours the internet has went out around 5 times. It was only stable for 2 days before issues showed up again..

[Daniel_Et]

Hi @presoto, thank you for your post.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel