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Internet keeps dropping off

Hi, I've joined the community because I'm so fed up with my internet disconnecting and I'm hoping someone may be able to assist me in resolving the problem. Throughout the day (and night) the internet just drops off, albeit for only (apparently) a few seconds. This makes it virtually impossible for my son to work from home (cad technician), online gaming is poor (freeze and then catch up), even Alexa cuts off (every 5 or 10 minutes) whilst playing a radio channel. I've been with Virgin for 15 years, but the last 3 years since the Hub 3.0 was installed have been a right pain. The Hub 3.0 is on modem mode with a Draytek 2860n router, I've had nothing but trouble with the drop off and I've had the Virgin man out several times, he's checked from the box down the street to the box outside the house, all the way through to the Hub 3.0 and he says that's all ok (3 times) and it's my DrayTek and system at fault. I've had a professional chap to check out my system twice and he says he can't fault it and feels it's a Virgin issue, most likely the Hub 3.0. I'm not a whizz with these things and so I'd really appreciate it if someone could help me resolve this frustrating situation. By the way, last time I contacted Virgin Media they up'd my speed from 100Mbs to 350mbs which made absolutely no difference. As I've said to them several times, I don't feel it's a speed issue, it's a dropping off issue. I've done loads of speed checks and occasionally it won't even connect to the host (if it's dropped off) and then a minute later I check and it's there 365Mbs. I've even changed the Hub 3.0 to Router mode and connected it directly to my son's work computer and it still drops off. I'm struggling, please help, thank you.

 

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Alessandro Volta
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Re: Internet keeps dropping off

Post the network, upstream and downstream logs from the hubs admin pages 


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Re: Internet keeps dropping off

Hi,

Below I've posted the Status, Downstream and Upstream,

Thank you helping me

Item Status Comments
Acquired Downstream Channel (Hz)
411000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14110000004.840256 qam31
22030000005.340256 qam9
32110000005.140256 qam10
4219000000540256 qam11
5227000000540256 qam12
62350000004.540256 qam13
7243000000440256 qam14
8251000000338256 qam15
92590000003.238256 qam16
102670000004.540256 qam17
112750000004.940256 qam18
122830000005.140256 qam19
132910000005.540256 qam20
142990000005.940256 qam21
15307000000640256 qam22
16315000000640256 qam23
173230000006.140256 qam24
183310000006.540256 qam25
193710000004.840256 qam26
203790000004.940256 qam27
213870000004.940256 qam28
223950000004.840256 qam29
234030000004.840256 qam30
244190000004.640256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.370
2Locked40.360
3Locked40.370
4Locked40.380
5Locked40.380
6Locked40.360
7Locked40.380
8Locked38.9100
9Locked38.9120
10Locked40.390
11Locked40.3110
12Locked40.370
13Locked40.390
14Locked40.3120
15Locked40.370
16Locked40.980
17Locked40.9260
18Locked40.3140
19Locked40.340
20Locked40.3130
21Locked40.3160
22Locked40.3100
23Locked40.9130
24Locked40.370

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000042.5512064 qam6
22580000042.5512032 qam8
33260000042.5512064 qam7
44620004842.5512064 qam5


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 
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Re: Internet keeps dropping off

There’s nothing amiss there.

You really need to test with a wired connection. 


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Re: Internet keeps dropping off

Hi,

I've also posted below, General Configuration, Primary Downstream Service Flow, Primary Upstream Service Flow and Network Log.

Thank you

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
DHSUBsgvca69834ncxv987325



Primary Downstream Service Flow

SFID10724
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID10723
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

11/11/2020 17:28:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 17:23:55Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 20:36:50noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 20:36:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:59:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 03:06:18noticeSW download Successful - Via NMS
06/11/2020 03:04:36noticeSW Download INIT - Via NMS
04/11/2020 14:05:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 14:05:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 11:59:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 02:05:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 02:05:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 10:31:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 14:05:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 14:05:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 13:11:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 02:05:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 02:05:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 14:51:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 14:05:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Internet keeps dropping off

No issues with the network log either


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Re: Internet keeps dropping off

I do have my computer directly wired to the DrayTek, which is wired to the Hub 3.0, but perhaps you don't mean that. Do you mean put the hub in router mode and wire direct from the hub to my computer ?

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