Menu
Reply
  • 4
  • 0
  • 0
DavieC82
Joining in
492 Views
Message 1 of 7
Flag for a moderator

Internet routinely dropping off

Hello all, new customer here. Will be 3 weeks with VM on Wednesday, unfortunately in that time I’ve had more internet dropouts than in my 2 years with my previous provider.

I’ve yet to have a full day without my internet cutting off a minimum 5-10 times a day. It’s more noticeable and frustrating as I’m off work at the moment and spending more time than usual around the house. Each time the connection ‘hangs’ (whether Ethernet or WiFi) for around 60-90 seconds before the box lights flash. Generally the phone light flashes red first, then the Hub resets itself. I don’t use a landline phone however.

I’ve tried switching the hub off and on, I’ve tried the factory reset, I’ve checked the service status and it’s showing as all good. Initially there was a local issue - this area has only went live in the past month or so - but engineers resolved it apparently. I’ve had the same issues from day one regardless of the local service status.

This is driving me mental, any help gratefully received. Speeds are great when the connection is up... but the constant outages are a nightmare, especially for online gaming.

 

Edit: Probably in the wrong section, sorry! 

0 Kudos
Reply
  • 4
  • 0
  • 0
DavieC82
Joining in
453 Views
Message 2 of 7
Flag for a moderator

Re: Internet routinely dropping off

Ok, so I've read a few other threads and commonly posters are being asked to post their router status thingy - I'll post mine below.

Also, I called the helpline and they booked me a technician visit for Thursday morning, but if there's an easier fix available based on the data below then I'm open to suggestions.

Today has been possibly the worst day for connection dropouts yet, however I last restarted the box over an hour and a half ago, and its remained stable since... this time I took out the wee microfilter thing for the phone port as I'm not using a landline phone. Coincidence or a fix? Not sure yet.


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 323000000 1.5 38 256 qam 24
2 315000000 1.4 38 256 qam 23
3 307000000 1.5 38 256 qam 22
4 299000000 1.7 38 256 qam 21
5 291000000 1.2 38 256 qam 20
6 283000000 1.5 40 256 qam 19
7 275000000 1.5 38 256 qam 18
8 267000000 1.7 38 256 qam 17
9 259000000 1.7 40 256 qam 16
10 251000000 1.5 38 256 qam 15
11 243000000 1.7 40 256 qam 14
12 235000000 1.7 38 256 qam 13
13 227000000 1.7 38 256 qam 12
14 219000000 2 40 256 qam 11
15 211000000 1.7 38 256 qam 10
16 203000000 2 40 256 qam 9
17 195000000 2 38 256 qam 8
18 187000000 2 38 256 qam 7
19 179000000 2.2 38 256 qam 6
20 171000000 2 38 256 qam 5
21 163000000 2.2 40 256 qam 4
22 155000000 2.2 38 256 qam 3
23 147000000 2.2 38 256 qam 2
24 139000000 2 38 256 qam 1

 

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 0 0
2 Locked 38.6 4 0
3 Locked 38.9 5 0
4 Locked 38.9 4 0
5 Locked 38.9 7 0
6 Locked 40.3 6 0
7 Locked 38.9 9 0
8 Locked 38.9 7 0
9 Locked 40.3 7 0
10 Locked 38.9 0 0
11 Locked 40.3 5 0
12 Locked 38.9 5 0
13 Locked 38.9 6 0
14 Locked 40.3 0 0
15 Locked 38.9 5 0
16 Locked 40.3 5 0
17 Locked 38.9 5 0
18 Locked 38.9 5 0
19 Locked 38.9 6 0
20 Locked 38.9 5 0
21 Locked 40.3 5 0
22 Locked 38.9 7 0
23 Locked 38.9 3 0
24 Locked 38.6 0 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 38.3 5120 64 qam 1
2 39400000 38.3 5120 32 qam 2
3 32600000 38.3 5120 32 qam 3
4 25800000 38.5 5120 32 qam 4


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 10 0
2 ATDMA 0 0 14 0
3 ATDMA 0 0 13 0
4 ATDMA 0 0 13 0

Network Log
Time Priority Description
2018-12-03 10:07:59.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 10:08:43.00 Warning! ToD request sent - No Response received;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 10:09:49.00 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 10:16:32.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 12:49:44.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 12:58:24.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 13:50:47.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 13:51:46.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 14:08:31.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 15:48:48.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 17:07:38.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 17:08:37.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 17:09:30.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 17:14:08.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 17:42:06.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 18:01:07.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 18:01:55.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 18:02:57.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 19:31:53.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 19:50:19.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
  • 11.78K
  • 1.08K
  • 2.55K
griffin
Alessandro Volta
429 Views
Message 3 of 7
Flag for a moderator

Re: Internet routinely dropping off

The logs are showing that your local circuit is dropping between the Hub and VM's CMTS. VM will need to take a closer look.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

 

0 Kudos
Reply
  • 15.2K
  • 653
  • 32
Moderator (Retired) John_G
Moderator (Retired)
411 Views
Message 4 of 7
Flag for a moderator
Helpful Answer

Re: Internet routinely dropping off

Hi DavieC82,

Sorry to hear you've had intermittent connection. I've just checked everything and can see there is currently an SNR fault open for the area under F006754414 which is estimated to close 12/12/18. 

Even though you say you've had these issues before the faults had been raised we wouldn't be able to book a technician out for the same symptoms until the fault is cleared. Let us know if you're still get the same drops after the 12th and we can take another look for you.


The do's and don'ts. Keep the community welcoming for all. Follow the house rules


  • 4
  • 0
  • 0
DavieC82
Joining in
398 Views
Message 5 of 7
Flag for a moderator

Re: Internet routinely dropping off

Thanks John, I do have a technician visit set for tomorrow but I’m going to cancel it as since I called up in desperation on Monday evening I’ve not had a single drop in connection. Checked the network log each day and the last entries are for December 3rd. If the issue returns after the 12th I’ll be sure to let you know. All the best.

0 Kudos
Reply
  • 5.3K
  • 105
  • 1
Moderator (Retired) Ty_S
Moderator (Retired)
372 Views
Message 6 of 7
Flag for a moderator

Re: Internet routinely dropping off

Hi DavieC82

That's great to hear your connection appears to have settled. If there are any further issues let us know and we'll certainly take a look.


The do's and don'ts. Keep the community welcoming for all. Follow the house rules


0 Kudos
Reply
  • 4
  • 0
  • 0
DavieC82
Joining in
284 Views
Message 7 of 7
Flag for a moderator

Re: Internet routinely dropping off

Sadly this has come up again. Been noticeably worse over the past 5-7 days. I'm supposed to be hosting an NFL night tomorrow (using my Now TV)... I'm not at all confident my internet is going to allow it. Starting to get really hacked off at the poor reliability as far as the internet connection goes.

Anyways, here's my router status from today, if anyone can decipher and offer a way to fix myself please do!

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 6 0
2 Locked 40.3 5 0
3 Locked 40.3 5 0
4 Locked 38.9 6 0
5 Locked 38.9 8 0
6 Locked 40.3 5 0
7 Locked 40.3 6 0
8 Locked 40.3 4 0
9 Locked 40.9 4 0
10 Locked 40.3 0 0
11 Locked 40.3 5 0
12 Locked 40.3 5 0
13 Locked 40.3 5 0
14 Locked 40.3 6 0
15 Locked 38.9 5 0
16 Locked 40.3 4 0
17 Locked 40.3 5 0
18 Locked 38.9 0 0
19 Locked 38.9 3 0
20 Locked 40.3 0 0
21 Locked 40.3 4 0
22 Locked 40.3 4 0
23 Locked 40.9 6 0
24 Locked 40.3 0 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 38 5120 64 qam 2
2 25800000 38.3 5120 64 qam 4
3 32600000 38.3 5120 64 qam 3
4 53700000 38 5120 64 qam 5

 

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0


Network Log
Time Priority Description
2019-01-05 09:37:31.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 09:37:35.00 critical Ranging Request Retries exhausted;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 09:37:35.00 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 09:37:35.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 09:38:01.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 09:40:53.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 12:00:55.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 12:19:09.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 12:19:58.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 12:27:46.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 12:28:34.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 13:33:57.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 13:34:46.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx:da;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 13:35:42.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 13:49:58.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx:da;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 13:51:00.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 13:51:52.00 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 13:53:33.00 Warning! Lost MDD Timeout;CM-MAC=xxxx;CMTS-MAC=xxxx:da;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 13:53:33.00 Warning! MDD message timeout;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 13:53:47.00 critical No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply