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Internet keeps dropping both wifi and wired

stevemagee60
Tuning in

Internet keeps dropping on both wifi and wired we probably notice it a couple of times a day but could be more.  This is the logs from the router but no idea what it means?

 

Time Priority Description

03/01/2022 00:21:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 21:44:55noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 21:44:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 16:46:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 16:30:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 14:13:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 09:44:55noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 09:44:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2021 11:17:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2021 21:44:55noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2021 21:44:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2021 15:53:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2021 00:28:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2021 00:28:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2021 17:11:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2021 15:44:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2021 20:23:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2021 06:01:33noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2021 06:01:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 17:32:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25 REPLIES 25

9grg9arg
On our wavelength

Tom,

It is still very bad........ especially this morning.

Alexia keeps dropping out, British Gas Hive is having problems connecting to the internet, my main computer keeps dropping out even though it is hard wired and my mobile keeps dropping out. This appears to be getting worse.  All this has happened since I connected Hub 4.  Hub 3 never had this problem. It is so frustrating as I appear to be buying a service which is not working correctly. 

Could there be an intermiitant problem with the Hub 4.

I conduct speed and connection tests with the Virgin app which as you state shows no problems.

Robert

Hi 9grg9arg

Sorry to hear this is still ongoing for you. I have check my side and all looks okay service wise. Are you able to post your Hub log and a BQM please so we can investigate this further. 
You can setup a Broadband Quality Monitor and post a link to your live graph. Reboot the router and give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum. Once we have this extra information we will be able to offer you the further support you need! 

If you could also post your Hub status and logs. Here are steps on how to do this;
• Please go 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 as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
 

Here to help 🙂
Virgin Media Forums Agent
Carley

Jacquimark
On our wavelength

Virgin recently upgraded 🤣 us to a hub 5 and we also now suffer from periodic internet loss. This usually lasts for about 30 seconds before normal service is resumed. 

Jacquimark_0-1671646311201.jpeg

 

Hi @Jacquimark

 

Thanks for posting on our community forum and a big warm welcome

 

Are you able to run the BQM for a full 24 hours and post the graph here please? How has your connection been since your last post?

Travis_M
Forum Team

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061DDA5B-8A80-442D-9AD6-A7203E1C603F.jpeg

Reece_MH
Forum Team (Retired)
Forum Team (Retired)

Hi Jacquimark,

Thanks for providing this BQM. I've also had a look on our side and can see there has been some packet loss and frequent disconnections directly on your Hub as well.

I'm going to drop you a private message so we can look into booking a Technician to take a look into this. Please keep an eye out for it in the top-right, purple envelope.

Thanks,

Reece - Forum Team


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