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alextrimble1995
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Message 1 of 15
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Internet keeps dropping

Hi everyone, 

Can someone please help me with my Internet problems. Had them for about 2 weeks now. 

My Internet keeps dropping out every couple of hours, meaning when I watch any sort of Internet TV service or if I'm gaming, it disconnects mid show/game etc. 

 

Tried calling customer services but after half an hour of waiting I couldn't get through to anyone.

 

Thank you. 

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jbrennand
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Message 2 of 15
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Re: Internet keeps dropping

Are the disconnects 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 to help diagnose whether it is just a wifi issue or it could be network connection related?
And what are the various Hub (which one do you have?) lights showing/doing when this happens?

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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alextrimble1995
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Message 3 of 15
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Re: Internet keeps dropping

Hi John, 

Both wired and WiFi connections. 

For example I'll be playing a multiplayer game on my Xbox which is a wired connection and out of the blue I'll lose my connection meaning I get kicked from the game.

Another example is my Alexa will be on playing the radio and that will just randomly cut out and say it no longer is connected to the Internet. 

I have a single hub 3 and only the white light as normal shows during these issues. 

Alex 

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jbrennand
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Message 4 of 15
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Re: Internet keeps dropping

If the normal white light remains as usual it indicates normal connections being maintained it usually "changes" when a disconnect happens. Can you follow this protocol so we can look what might be happening.
_____________________________________________________________________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

Then, 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) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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alextrimble1995
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Message 5 of 15
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Re: Internet keeps dropping

1331000000-0.738256 qam25
22030000002.940256 qam9
32110000002.738256 qam10
42190000002.537256 qam11
52270000002.238256 qam12
6235000000238256 qam13
72430000001.538256 qam14
82510000001.538256 qam15
92590000000.938256 qam16
102670000000.738256 qam17
112750000000.538256 qam18
122830000000.238256 qam19
132910000000.238256 qam20
142990000000.238256 qam21
15307000000038256 qam22
16315000000-0.238256 qam23
17323000000-0.238256 qam24
18339000000-0.738256 qam26
19347000000-0.938256 qam27
20355000000-0.938256 qam28
21363000000-138256 qam29
22371000000-138256 qam30
23379000000-1.238256 qam31
24387000000-1.238256 qam32



1Locked38.6750
2Locked40.3750
3Locked38.9890
4Locked37.61477
5Locked38.61030
6Locked38.9870
7Locked38.9970
8Locked38.91390
9Locked38.91580
10Locked38.91120
11Locked38.9980
12Locked38.61040
13Locked38.9930
14Locked38.9850
15Locked38.9980
16Locked38.9820
17Locked38.6960
18Locked38.6960
19Locked38.9970
20Locked38.9700
21Locked38.6500
22Locked38.9460
23Locked38.6590
24Locked38.9560
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alextrimble1995
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Message 6 of 15
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Re: Internet keeps dropping

Upstream bonded channels 
Channel Frequency
16030026841.3512032 qam1
23939974637.8512032 qam4
34620026839.3512032 qam3
45370008740.5512032 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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alextrimble1995
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Message 7 of 15
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Re: Internet keeps dropping

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm


Primary Downstream Service Flow
SFID378702
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID378701
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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alextrimble1995
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Message 8 of 15
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Re: Internet keeps dropping

 
19/02/2021 16:21:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 14:55:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 07:35:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 06:32:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 01:39:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 23:43:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 21:02:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 20:47:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 19:24:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 18:03:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 16:23:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 16:17:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 16:17:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 15:00:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 14:16:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 11:51:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 11:00:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:30:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 08:00:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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alextrimble1995
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Message 9 of 15
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Re: Internet keeps dropping

Hi John, I've done as requested.

What happens now? Will someone from VM get in touch with me now? 

 

Cheers, Alex 

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jbrennand
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Message 10 of 15
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Re: Internet keeps dropping

You haven't posted the link to the BQM.

Nothing obviously wrong but a "flags". Your Up channels are at 32qam thst usually not good - but it may be fine - only VM can say - Logs looking odd.

A VM person should pick this up in 5-10 days - until then its down to people on here to see if they can identify the source of the problem The BQM will help that

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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