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Internet keeps disconnecting

Hi 

My internet and phone services keeps getting disconnected. 

Every now and then and at random intervals the router solid white light start flashing and then all lights start flashing and I lose the connection for about 5-10 minutes. 

There are no known issues in the area according to VM. 

Sunday 15-11-2020 I lost the connection more than 9 times at different times of the day at which points Broadband Quality Monitor showed 100% Dropped Packets. 

Here are some logs 

 

Downstream bonded channels

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

14027500001.540256 qam30
2202750000440256 qam9
3210750000440256 qam10
42187500004.340256 qam11
52267500004.440256 qam12
6234750000440256 qam13
72427500003.540256 qam14
82507500003.540256 qam15
9258750000340256 qam16
10266750000340256 qam17
112747500003.240256 qam18
122827500003.240256 qam19
13290750000340256 qam20
14298750000340256 qam21
153067500002.540256 qam22
163147500002.540256 qam23
173227500002.740256 qam24
183307500002.940256 qam25
193707500002.540256 qam26
20378750000240256 qam27
213867500002.240256 qam28
22394750000240256 qam29
234107500001.538256 qam31
244187500001.240256 qam32



Downstream bonded channels

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

1Locked40.300
2Locked40.930
3Locked40.940
4Locked40.940
5Locked40.950
6Locked40.900
7Locked40.360
8Locked40.950
9Locked40.960
10Locked40.360
11Locked40.940
12Locked40.950
13Locked40.350
14Locked40.350
15Locked40.3140
16Locked40.960
17Locked40.950
18Locked40.340
19Locked40.300
20Locked40.300
21Locked40.900
22Locked40.350
23Locked38.940
24Locked40.920

 

Upstream bonded channels

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

14619998140512064 qam3
23940000040512064 qam4
35369997140512064 qam2
46029998340512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

15/11/2020 03:41:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 02:14:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 01:25:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 22:08:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Help Please

PS: This has nothing to do with WIFI or cables or router hard reset or cabling. 

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Alessandro Volta
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Re: Internet keeps disconnecting

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Internet keeps disconnecting

Thank you for your reply 

I have setup BQM yesterday so I already have some results. 

You can see how many times the link dropped in less than 24 hours 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/21c4a083f57131b32b17d17733c2335eca... 

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Message 4 of 12
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Broadband connection keeps dropping

My internet and phone services keeps getting disconnected. 

Every now and then and at random intervals the router solid white light start flashing and then all lights start flashing and I lose the connection for about 5-10 minutes. 

There are no known issues in the area according to VM. 

Sunday 15-11-2020 I lost the connection more than 9 times at different times of the day at which points Broadband Quality Monitor showed 100% Dropped Packets. 

Here are some logs 

 

Downstream bonded channels

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

14027500001.540256 qam30
2202750000440256 qam9
3210750000440256 qam10
42187500004.340256 qam11
52267500004.440256 qam12
6234750000440256 qam13
72427500003.540256 qam14
82507500003.540256 qam15
9258750000340256 qam16
10266750000340256 qam17
112747500003.240256 qam18
122827500003.240256 qam19
13290750000340256 qam20
14298750000340256 qam21
153067500002.540256 qam22
163147500002.540256 qam23
173227500002.740256 qam24
183307500002.940256 qam25
193707500002.540256 qam26
20378750000240256 qam27
213867500002.240256 qam28
22394750000240256 qam29
234107500001.538256 qam31
244187500001.240256 qam32



Downstream bonded channels

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

1Locked40.300
2Locked40.930
3Locked40.940
4Locked40.940
5Locked40.950
6Locked40.900
7Locked40.360
8Locked40.950
9Locked40.960
10Locked40.360
11Locked40.940
12Locked40.950
13Locked40.350
14Locked40.350
15Locked40.3140
16Locked40.960
17Locked40.950
18Locked40.340
19Locked40.300
20Locked40.300
21Locked40.900
22Locked40.350
23Locked38.940
24Locked40.920

 

Upstream bonded channels

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

14619998140512064 qam3
23940000040512064 qam4
35369997140512064 qam2
46029998340512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

15/11/2020 03:41:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 02:14:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 01:25:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 22:08:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Help Please

Here is a link to BQM live graph

https://www.thinkbroadband.com/broadband/monitoring/quality/share/21c4a083f57131b32b17d17733c2335eca... 

PS: This has nothing to do with WIFI or cables or router hard reset or cabling.

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Message 5 of 12
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Persistent and intermittent broadband dropouts

My internet and phone services keeps getting disconnected. 

Every now and then and at random intervals the router solid white light start flashing and then all lights start flashing and I lose the connection for about 5-10 minutes. 

There are no known issues in the area according to VM. 

Sunday 15-11-2020 I lost the connection more than 9 times at different times of the day at which points Broadband Quality Monitor showed 100% Dropped Packets. 

Here are some logs 

 

Downstream bonded channels

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

14027500001.540256 qam30
2202750000440256 qam9
3210750000440256 qam10
42187500004.340256 qam11
52267500004.440256 qam12
6234750000440256 qam13
72427500003.540256 qam14
82507500003.540256 qam15
9258750000340256 qam16
10266750000340256 qam17
112747500003.240256 qam18
122827500003.240256 qam19
13290750000340256 qam20
14298750000340256 qam21
153067500002.540256 qam22
163147500002.540256 qam23
173227500002.740256 qam24
183307500002.940256 qam25
193707500002.540256 qam26
20378750000240256 qam27
213867500002.240256 qam28
22394750000240256 qam29
234107500001.538256 qam31
244187500001.240256 qam32



Downstream bonded channels

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

1Locked40.300
2Locked40.930
3Locked40.940
4Locked40.940
5Locked40.950
6Locked40.900
7Locked40.360
8Locked40.950
9Locked40.960
10Locked40.360
11Locked40.940
12Locked40.950
13Locked40.350
14Locked40.350
15Locked40.3140
16Locked40.960
17Locked40.950
18Locked40.340
19Locked40.300
20Locked40.300
21Locked40.900
22Locked40.350
23Locked38.940
24Locked40.920

 

Upstream bonded channels

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

14619998140512064 qam3
23940000040512064 qam4
35369997140512064 qam2
46029998340512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

15/11/2020 03:41:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 02:14:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 01:25:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 22:08:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Help Please

Here is a link to BQM live graph 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/21c4a083f57131b32b17d17733c2335eca...

 

PS: This has nothing to do with WIFI or cables or router hard reset or cabling. 

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Very Insightful Person
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Message 6 of 12
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Re: Persistent and intermittent broadband dropouts

Stick to your original thread please.

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-keeps-disconnecting/m-p/4487427#M3...

--------------------
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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Re: Persistent and intermittent broadband dropouts

Sorry but no. 

I will flood the community with incidents until I get a response or VM agree to cancel the service 

I have been shouting for the last three months with no one responding. 

I will create a thread at every chance I get.

Thanks 

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Message 8 of 12
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Re: Persistent and intermittent broadband dropouts

Flagged to mod for appropriate action.... 😛
Regards Tony
"Life is a Binary Inspired Turing Computed Hologram"(don't PM or @Mention me - in case ignoring you offends)
DEFROCKED
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Re: Persistent and intermittent broadband dropouts

Hi Muosman, 

Really sorry for the delay in getting back in touch, we have been busier than usual. 

I'd also like to apologise for the issues you've been having, it's not the level of service we aim to provide. 

I've had a look at the back end of things and can see since posting you have been in touch with the team who have provided a resolution. 

I do hope everything is now working well for you but do pop back if you need anything else. 

 

Thanks. 

Emma_C - Forum Team
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Message 10 of 12
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Re: Persistent and intermittent broadband dropouts

No there is no resolution yet 

Internet dropping day and night 

A technician is coming over in few days to have a look but I really doubt he will be able to fix anything same as the last technician. 

I will have a look at my options after that. 

 

Thanks 

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