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Awal
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Losing internet every afternoon, VM no help

For the last 4 days, in the afternoon we lose all internet connection.

First time each afternoon, it's just a short interuption superhub 3 looks fine.

Then a short time later, superhub just goes in to reboot cycle with the various green lights taking their turn.

Only solution is to turn it off and on again, and after 1 to several turn off and on again will it actually complete a reboot and internet returns.

Tried calling VM, into a loop, tried getting a "helpful" text to request an engineer, that site errors, did once manage to get to talk to someone, got a call back from a virtual engineer (their words not mine) and he ordered me a new hub - sadly VM use Yodel so it was supposed to be delivered yesterday ...

Of course because there's no connection, when there's a fault VM say the router isn't turned on, when there's no fault they say everything is fine.

It's getting really annoying.

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gary_dexter
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Re: Losing internet every afternoon, VM no help

Post the Network, Upstream and Downstream logs from the hubs admin pages back here as text 


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Awal
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Re: Losing internet every afternoon, VM no help

Downstream bonded channels

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

11710000004.638256 qam5
2139000000538256 qam1
31470000004.938256 qam2
41550000004.638256 qam3
51630000004.538256 qam4
61790000004.338256 qam6
71870000004.438256 qam7
81950000004.338256 qam8
9203000000438256 qam9
102110000003.738256 qam10
112190000003.738256 qam11
122270000003.238256 qam12
132350000002.938256 qam13
142430000002.538256 qam14
152510000002.938256 qam15
16259000000338256 qam16
172670000003.538256 qam17
182750000004.438256 qam18
192830000004.440256 qam19
20291000000438256 qam20
212990000004.538256 qam21
223070000004.438256 qam22
233150000004.540256 qam23
243230000004.638256 qam24



Downstream bonded channels

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

1Locked38.91437190
2Locked38.628866884
3Locked38.932006906
4Locked38.930847195
5Locked38.921707348
6Locked38.9357418
7Locked38.9557211
8Locked38.9427041
9Locked38.6397119
10Locked38.9877310
11Locked38.9427399
12Locked38.9697420
13Locked38.94746946
14Locked38.613956153
15Locked38.920825312
16Locked38.97416896
17Locked38.9527691
18Locked38.9287729
19Locked40.3317790
20Locked38.6257797
21Locked38.6398180
22Locked38.6448105
23Locked40.3428102
24Locked38.925555491

 

Upstream bonded channels

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

15370004349.5512064 qam2
23940002449.5512064 qam4
34620004649.5512064 qam3
46030003149.5512064 qam1




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Awal
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Re: Losing internet every afternoon, VM no help

Network Log

Time Priority Description

25/04/2021 17:14:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 15:52:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 15:52:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 15:52:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 15:52:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 15:52:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:53:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:53:24criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:52:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:52:42criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:51:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:51:9criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:50:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:50:21criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:49:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:49:23criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:48:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:48:23criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:47:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:47:32criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Zoie_P
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Re: Losing internet every afternoon, VM no help

Hi Awal, 

Thanks for your post, I am sorry to hear your service keeps dropping I have located your account and your upstream and downstream looks fine, can you please set up a BQM and we can see your packet loss, you can do so here

Zoie

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Awal
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Re: Losing internet every afternoon, VM no help

Thanks I will do that but something definitely up with hub, since I posted this it's randomly disabling 2G or 5G wifi bands and resetting their passwords.

New hub should be arriving today, Yodel did say Saturday but now updated it to today so maybe ...

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Zoie_P
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Re: Losing internet every afternoon, VM no help

If you can please set up a BQM so we can see your packet loss, as everything on our end looks okay 

Zoie

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Awal
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Re: Losing internet every afternoon, VM no help

My PC
https://www.thinkbroadband.com/broadband/monitoring/quality/share/9ad891739904d72b7b8042e93c015c0d3b...

 

No data yet as just swapped out the hubs, worryingly less than an hour with new hub and already lost internet again, more worryingly it's a similar time 2:30 - 4pm to previous 4 days. 

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Paulina_Z
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Re: Losing internet every afternoon, VM no help

Hi @Awal,

 

Thank you for setting up the BQM link! I can see the issue now.

 

I have taken a look at your account to see if there's anything else we can do and I have noticed that you've been in touch with us about this issue already.

 

Please keep us updated on your connection and technician appointment to see how it goes.

 

Thanks!

Paulina_Z
Forum Team



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Awal
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Re: Losing internet every afternoon, VM no help

Sorry just to be clear, you can see I have an issue or you can see what the issue is? If the latter could you let us (or the technician booked for tomorrow) know?

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