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domboy31
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M500 broadband keeps losing connection

Hi all
Could anyone help me I recently upgraded to virgin m500 broadband from m300 I am getting ok speeds at times but the issue I am having is it keeps losing connection and devices keep getting disconnecting at least 4/5 times a day ie my son is doing his a levels and it kept on dropping connection yesterday I have tried all the basics like turning the router on and off etc it used to happen on the m300 but it seems to happen even more since I upgraded. I have read posts on here with photos of router status and bqm monitor I can get them if anyone can help thanks in advance

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Andruser
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Re: M500 broadband keeps losing connection

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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jpeg1
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Re: M500 broadband keeps losing connection

Is your son connecting by WiFi?  If so check what happens with an ethernet connection.

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domboy31
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Re: M500 broadband keeps losing connection

hi there thank you very much for your quick response here are the screens requested

PasswordShow
 


 
Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12030000002.440256 qam9
22110000001.940256 qam10
32190000001.540256 qam11
42270000001.240256 qam12
52350000000.540256 qam13
62430000000.740256 qam14
72510000001.240256 qam15
82590000000.740256 qam16
92670000000.740256 qam17
102750000000.940256 qam18
112830000000.740256 qam19
122910000000.540256 qam20
132990000001.240256 qam21
143070000000.740256 qam22
153150000000.740256 qam23
163230000000.740256 qam24
173310000000.540256 qam25
18371000000-0.440256 qam26
19379000000-140256 qam27
20387000000-1.240256 qam28
21395000000-0.940256 qam29
22403000000-0.940256 qam30
23411000000-0.940256 qam31
24419000000-0.240256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.9150
2Locked40.380
3Locked40.9100
4Locked40.370
5Locked40.390
6Locked40.3100
7Locked40.380
8Locked40.360
9Locked40.3100
10Locked40.380
11Locked40.3100
12Locked40.3120
13Locked40.350
14Locked40.990
15Locked40.3100
16Locked40.360
17Locked40.3200
18Locked40.370
19Locked40.3160
20Locked40.3110
21Locked40.970
22Locked40.9180
23Locked40.320
24Locked40.990

 

 
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domboy31
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Re: M500 broadband keeps losing connection

PasswordShow
 


 
Router status
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000046.3512064 qam6
26030000046.5512064 qam5
33940000044.8512064 qam8
44620000045.5512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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domboy31
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Re: M500 broadband keeps losing connection

PasswordShow
 


 
Router status
Network LogTime Priority Description
26/01/2021 20:56:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 20:20:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 20:11:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 19:39:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:46:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 15:05:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 04:46:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 07:44:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 19:23:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 15:12:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 21:33:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 17:08:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 16:52:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 16:43:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 23:06:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 23:00:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 11:02:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 04:51:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 04:12:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 16:05:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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