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Losing broadband every day

Hello,

I seems to be losing all broadband - both wifi and wired - every 1 to 2 days and, despite numerous calls, am not getting anywhere with customer services.  It corrects itself after a reboot of the router, but I can't even access the admin site to review logs when it is down.  I received a replacement router which hasn't helped.

Here are a few things that I found in the logs which seem to indicate something is up but I'm at a loss as to what to do next - any pointers appreciated.

Network Log

Time Priority Description

23/12/2019 13:51:32noticeSW Download INIT - Via Config file
23/12/2019 13:57:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 13:59:59noticeSW download Successful - Via Config file
01/01/1970 00:01:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 14:27:36noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2020 10:03:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 07:18:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2020 09:33:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2020 04:21:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2020 13:34:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 05:57:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 18:47:58ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 11:54:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 11:56:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 11:56:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 18:25:28ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2020 08:21:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2020 09:56:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1139000000636256 qam1
2147000000636256 qam2
3155000000536256 qam3
41630000004.135256 qam4
51710000005.135256 qam5
6179000000436256 qam6
71870000004.136256 qam7
81950000003.436256 qam8
92030000003.236256 qam9
102110000003.236256 qam10
112190000002.430256 qam11
122270000002.731256 qam12
13235000000236256 qam13
142430000002.736256 qam14
152510000001.236256 qam15
162590000002.236256 qam16
172670000002.536256 qam17
182750000001.236256 qam18
192830000002.536256 qam19
202910000001.936256 qam20
212990000001.536256 qam21
223070000002.236256 qam22
233150000001.536256 qam23
243230000001.736256 qam24



Downstream bonded channels

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

1Locked36.3540
2Locked36.3300
3Locked36.3500
4Locked35.55680
5Locked35.7320
6Locked36.3330
7Locked36.3220
8Locked36.6280
9Locked36.3350
10Locked36.6500
11Locked30.884942260
12Locked32.34492800
13Locked36.3210
14Locked36.3140
15Locked36.3270
16Locked36.3100
17Locked36.660
18Locked36.6180
19Locked36.6140
20Locked36.650
21Locked36.320
22Locked36.360
23Locked36.3120
24Locked36.3170

 

thanks, Tim

 

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Alessandro Volta
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Message 2 of 9
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Re: Losing broadband every day

Post up the Upstream channels data as well, but there are problems on downstream channels 11 and 12 (low SNR and too many PostRS errors) that are probably contributing to your issues through "noise.

Call it in as a fault and see whart they say when they test your connection ir wait here for a day or two until a VM person gets here to take a look and help.

In the meantime, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts - 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. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.

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

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Losing broadband every day

Thanks John,

Another day and another 45m of my life trying to get virgin support to support me for today's outage.... apparently everything looks fine from their side, despite my BQM confirming there is a total loss of service. One thing I've noticed is that when the broadband drops out I can't even connect to http://192.168.0.1 to check status - I'm wondering if something is crashing the router hence the need for a physical restart to get things going again.  I do have a lot of devices connected and starting netflix in the evening seems to be a common thing that pushes it over the edge..

Upstream logs attached.

Upstream bonded channels

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

1603000004.529512064 qam1
2462000004.529512064 qam3
3537002734.554512064 qam2
4394000004.925512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Thanks again for your help!

Tim

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Alessandro Volta
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Re: Losing broadband every day

Post up your BQM.

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Losing broadband every day

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Re: Losing broadband every day

BQM is not showing any disconnections in those 24h - did you experience any? If so - were they wifi only?

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Losing broadband every day

Sorry looks like I snipped the wrong day - it happened between 9 and 10pm the day before.  

Try this one:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9d115dd0b70636f95c8d9c763b88c57083...

 

 

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Re: Losing broadband every day

Hello @timmoss

 

I have just had a quick look though things and can see that you have some SNR issues, a tech is going to need to pay you a visit. I am going to PM you with the time and date booked and how to change it should you not be happy with the appointment. 

 

Kind regards 

Zak_M 

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Re: Losing broadband every day

Thanks Zak, much appreciated.  

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