Internet keeps disconnecting

[decwilson]

We've had virgin for nearly 3 months, and every day at random times, the internet drops off and the router blinks red for 5 minutes or till we restart the box and then reconnects. I know this means the router is trying to find a connection, but I am struggling to understand what is going on. We've had an engineer out and they replaced the coax cable and then the internet was stable for a week, but now its back to the same old.

Can anyone explain to me what is happening? When I've checked the interface, sometimes I see the message; US only.

[jbrennand]

Can you clarify... are your connection issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

[decwilson]

Both, The PCs are connected to the box via ethernet in a netgear switch and the tv and the consoles are connected via Wi-Fi. All devices go down at the same time.

We have the Hub 5, and from the manual I checked for this Hub it says Red blinking light means its lost connection to the box outside the property. I've personally seen 3 different lights, the steady white light when its working, a red blinking light when its down, and a green/yellow light when restarting.

[jbrennand]

OK - can you do this....

_____________________

First thing is to check for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

____________________________

If nothing is reported there,

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - 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 - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[decwilson]

Issue was fixed for about a month, its since become a lot worse. We experiance internet for around 15 minutes then it drops out for 15 minutes on rotation.

I have had two engineers out at this point and another is coming first thing tomorrow morning. They have provided me with a new hub and a new set of cables to try, this hasn't fixed the issue.

Downstream Channels

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

1	339000000	1.5	42	QAM 256	26
2	139000000	3.6	43	QAM 256	1
3	147000000	3.7	43	QAM 256	2
4	155000000	3	43	QAM 256	3
5	163000000	3.5	43	QAM 256	4
6	171000000	3.5	37	QAM 256	5
7	179000000	3.3	43	QAM 256	6
8	187000000	4	43	QAM 256	7
9	195000000	4	43	QAM 256	8
10	203000000	3.5	43	QAM 256	9
11	211000000	3.9	43	QAM 256	10
12	219000000	3.5	43	QAM 256	11
13	227000000	3.3	43	QAM 256	12
14	235000000	3.4	43	QAM 256	13
15	243000000	2.5	43	QAM 256	14
16	251000000	2.6	43	QAM 256	15
17	259000000	2.6	43	QAM 256	16
18	267000000	2.4	43	QAM 256	17
19	275000000	2.4	43	QAM 256	18
20	283000000	2.3	42	QAM 256	19
21	291000000	2.3	42	QAM 256	20
22	299000000	2.5	43	QAM 256	21
23	307000000	1.8	43	QAM 256	22
24	315000000	2	42	QAM 256	23
25	323000000	1.8	43	QAM 256	24
26	331000000	0.9	43	QAM 256	25
27	347000000	0.9	43	QAM 256	27
28	355000000	0.7	42	QAM 256	28
29	363000000	0.9	42	QAM 256	29
30	371000000	0.7	42	QAM 256	30
31	379000000	0.6	42	QAM 256	31

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

1	Locked	42	1192	3607
2	Locked	43	1468	9740
3	Locked	43	115640	55032
4	Locked	43	25697	32200
5	Locked	43	159042	42551
6	Locked	37	154817	202007
7	Locked	43	121262	315061
8	Locked	43	199646	639902
9	Locked	43	1842	33
10	Locked	43	694	117
11	Locked	43	1088	2079
12	Locked	43	526	79
13	Locked	43	504	80
14	Locked	43	546	519
15	Locked	43	1555	5257
16	Locked	43	982	1389
17	Locked	43	744	875
18	Locked	43	462	72
19	Locked	43	398	94
20	Locked	42	389	68
21	Locked	42	2255	8389
22	Locked	43	356	164
23	Locked	43	669	1699
24	Locked	42	854	2008
25	Locked	43	243	26
26	Locked	43	1919	6599
27	Locked	43	228	91
28	Locked	42	339	602
29	Locked	42	249	387
30	Locked	42	639	1669
31	Locked	42	360	685

3.0 Upstream channels

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

0	49600000	48.8	5120	QAM 64	1
1	43100000	48.5	5120	QAM 64	2
2	36600000	47.5	5120	QAM 64	3
3	30100000	48	5120	QAM 64	4
4	23600000	47.5	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	102	4	0
1	ATDMA	0	102	0	0
2	ATDMA	0	102	0	0
3	ATDMA	0	102	0	0
4	ATDMA	0	102	0	0

[decwilson]

Time Priority Description

21-05-2024 22:08:35	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;
21-05-2024 22:04:17	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 22:03:59	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 22:03:40	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 22:03:35	notice	CM-STATUS message sent. Event Type Code: 2; Chan ID: 1 2 3 4 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 22:03:32	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;
21-05-2024 21:38:24	notice	REGISTRATION COMPLETE - Waiting for Operational status
21-05-2024 21:38:13	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;
21-05-2024 21:38:05	warning	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:38:04	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:38:01	notice	Honoring MDD; IP provisioning mode = IPv4
21-05-2024 21:37:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:37:46	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;
21-05-2024 21:36:58	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:36:46	warning	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:36:43	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;
21-05-2024 21:36:40	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:36:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:36:32	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;
21-05-2024 21:36:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:36:25	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 16 21 22 23 25 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:36:25	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 16 21 22 23 25 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:36:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:36:16	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:36:13	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 16 21 22 23 25 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:36:10	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:35:06	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:35:00	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 16 21 22 23 25 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:34:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:34:37	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 16 21 22 23 25 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:34:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-05-2024 21:34:28	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Zach_R]

Hi @decwilson,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm so sorry to hear that your connection issues have unfortunately returned. I've noticed that you've mentioned a recent engineer visit took place since your posts. How did that go? Are you issues still ongoing since that visit?

Thanks,