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Internet keeps dropping out

For awhile my internet keeps disconnecting . Especially the last three weeks It just keeps disconnecting and at times can take awhile before coming back on. Each time i have to reset my hub. I have made calls to Virgin Media and all they have said is they will monitor my connection. To me this is not good enough as this is happening up to four or five times a day. Please someone help me. Im going insane.



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Re: Internet keeps dropping out

Are you using Wi-Fi or an ethernet connection ?

 

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

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 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.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.

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

Mike Robinson
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 dropping out

1459000000-3.237256 qam33
22350000000.738256 qam13
32430000000.738256 qam14
42510000000.738256 qam15
52590000000.738256 qam16
62670000000.738256 qam17
72750000000.738256 qam18
82830000000.538256 qam19
92910000000.237256 qam20
102990000000.237256 qam21
113070000000.238256 qam22
12315000000037256 qam23
13323000000-0.237256 qam24
14387000000-2.537256 qam25
15395000000-2.537256 qam26
16411000000-1.737256 qam27
17419000000-1.937256 qam28
18427000000-2.437256 qam29
19435000000-2.537256 qam30
20443000000-2.737256 qam31
21451000000-2.937256 qam32
22467000000-3.537256 qam34
23475000000-3.237256 qam35
24483000000-3.537256 qam36



Downstream bonded channels

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

1Locked37.315012
2Locked38.92417
3Locked38.62419
4Locked38.61016
5Locked38.91918
6Locked38.61718
7Locked38.61218
8Locked38.61818
9Locked37.61619
10Locked37.61915
11Locked38.62119
12Locked37.31818
13Locked37.62618
14Locked37.65717
15Locked37.37716
16Locked37.39314
17Locked37.69514
18Locked37.39614
19Locked37.610415
20Locked37.314311
21Locked37.615715
22Locked37.318412
23Locked37.317312
24Locked37.317613
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Re: Internet keeps dropping out

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1326000004.9512064 qam5
2394000004.975512064 qam4
3462000005.1512064 qam3
4536999905.1512064 qam2


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 out

Network LogTime Priority Description
16/09/2020 10:13:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 10:11:33Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 05:13:37criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 05:05:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 04:31:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 02:04:52criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 12:45:16Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 12:34:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 10:37:3criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 10:11:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 06:15:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 06:14:54criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 05:05:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 05:05:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 05:05:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 05:05:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 05:05:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 05:05:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 05:05:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Internet keeps dropping out

Two of your Upstream Power levels are at max and need an engineer visit to get them to a suitable level.

 

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

1326000004.9512064 qam5
2394000004.975512064 qam4
3462000005.1512064 qam3
4536999905.1512064 qam2
***********************************************************************************************************************************

Mike Robinson
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 dropping out

Only problem with that is i cannot get through to virgin media customer services on the phone, i either get a computer voice telling me they will check my status or a message giving me a link to online support, I messaged online support last week and still haven't had a response.

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Re: Internet keeps dropping out

You can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

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

Mike Robinson
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 dropping out

Hello Marklucas

Sorry to see this is happening and thank you for bringing it to our attention 

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Re: Internet keeps dropping out

Thanks for passing security Marklucas I can see that we have ordered a replacement Hub, to see if that helps fix the connection issue 

Do you have the tracking details 

If not I will send them by private message 

Can you also let us know how things are after installing the new hub 

Gareth_L

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