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Smudje
On our wavelength
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Message 1 of 12
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Internet keeps dropping.

Hi. As the subject says, my Iinternet keeps dropping out and it's happening about every hour or so and lasts for about 5 to 10 minutes each time. I have reset the router and it's still happening. It was only installed less than a week ago. I have ran the VM tests online and it shows as though nothing is wrong. Can anyone advise? Thanks 

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jbrennand
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Message 2 of 12
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Re: Internet keeps dropping.

I assume this is a Hub3?  Doe the connection drop out on wifi only or does it go down on ethernet cabled devices ?  If its wifi only there are a couple of tweaks that may well help.


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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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Smudje
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Message 3 of 12
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Re: Internet keeps dropping.

Hiya. Yes it's a brand new supeehub 3. To be honest I haven't checked my wired devices but I have noticed when it's gone down the V6 box also loses internet. 

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jbrennand
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Message 4 of 12
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Re: Internet keeps dropping.


@Smudje wrote:

Hiya. Yes it's a brand new supeehub 3. To be honest I haven't checked my wired devices but I have noticed when it's gone down the V6 box also loses internet. 


Is the V6 connected by cable or wifi though?


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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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Smudje
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Message 5 of 12
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Re: Internet keeps dropping.

Hiya. Not a foggiest I'm afraid. Like I said it's only been installed less than a week and I've not looked at how everything is connected. I'll have a look when I get home. Thankyou. 

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Smudje
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Message 6 of 12
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Re: Internet keeps dropping.

Hi. It's connected via ethernet.

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jbrennand
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Message 7 of 12
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Re: Internet keeps dropping.

ok- post up your network connection stats and someone will check to see if you have an obvious issue...

if you could go to http://192.168.0.1  (or http://192.168.100.1 ) in your browser [there is no need to login] and then click on the  “router status” icon at  top right - or bottom middle - of first page up -- depending on which hub you have  and then copy/paste 3 sets of data onto here - the downstream, upstream , &  network logs.  Don't worry about the formatting it can be easily read (by others & not by me!), but try and avoid using screen shots & don’t include personal data or mac addresses. 

Here is an example of how they should appear

https://community.virginmedia.com/t5/Networking-and-WiFi/Superhub-3-0-Overheating/td-p/3816312

If there looks to be a network connection problem, a VM Forum staff member on here will organise a technician visit or you may be quicker calling the help line for that.


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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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Smudje
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Message 8 of 12
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Re: Internet keeps dropping.

Downstream bonded channelsChannel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID

12747500001.940.3256 qam18
24347500001.940.3256 qam29
3426750000240.3256 qam28
44187500002.240.3256 qam27
54107500002.538.9256 qam26
64027500002.538.9256 qam25
7322750000138.6256 qam24
83147500001.738.6256 qam23
93067500001.938.9256 qam22
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Smudje
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Message 9 of 12
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Re: Internet keeps dropping.

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

1032600000ATDMA4364 qam64000005120
1353700000ATDMA4364 qam64000005120
1246200000ATDMA4364 qam64000005120
1139400000ATDMA4364 qam64000005120
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Smudje
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Message 10 of 12
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Re: Internet keeps dropping.

2018-09-28 12:19:41.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-28 12:21:57.0082000400Received 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;
2018-09-28 12:23:10.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 00:16:33.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 00:16:34.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 00:24:49.0082000400Received 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;
2018-09-29 00:26:01.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 00:34:30.0082000400Received 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;
2018-09-29 00:39:07.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 00:41:23.0082000400Received 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;
2018-09-29 00:42:29.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 01:22:57.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 01:22:57.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 01:24:36.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 01:29:20.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 01:30:26.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 01:30:56.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 01:33:12.0082000400Received 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;
2018-09-29 01:34:22.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-29 03:49:12.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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