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My internet drops out the same time every day

Natjlc
Joining in

At round 9.45 pm every day my internet drops out.

It also does it through out the day, but I haven't noted the times for that.

I've had several engineers out, they've done various different things and it's still happening, they said at first my signal was too strong and changed some bits to dampen it, still kept dropping, another one came out and changed the bits again, still kept dropping, another two came out changed some bits and had a look outside, still keeps dropping, another one came did something outside, still keeps dropping, another one came and changed some bits had a look outside,still keeps dropping, another came had look inside and out and has asked another one to come and have a look. 

The engineer yesterday said he's checked the signal for my neighborhood and they are having the same signal drops as me but don't seem to be reporting it. 

Rebooted numerous times, switched off ,  unplugged, checked my status, rang up ,emailed. 

Just keep getting told there is an issue but  there is no issue,

was told I was going to be compensated but virgin are saying there is no record of me having an issue or engineers coming out.

I've been taking screenshots as and when I remember too of it showing "connected, no internet".

I'm still getting charged for a service that isn't working.

 
 

Screenshot_20210509-214856.png

1 ACCEPTED SOLUTION

Accepted Solutions

rusikev
Joining in

Here are some potential fixes for your Internet keeps dropping connection issues:

  • Move closer to the Wi-Fi router / hotspot. In case of suspected interference – move your router in a different place
  • Update your network adapter drivers and modem / router firmware by checking the manufacturers’ websites.
  • Power cycle (restart) your router, smartphone and computer.
  • Check the cable that runs into your modem / router and the one that connects that to your computer.
  • If on a public Wi-Fi network, check whether you have to login again to the network. Or just connect to another Wi-Fi hotspot.

Ultimately, you can contact your ISP about the Internet drops – they might be having a temporary issue.

See where this Helpful Answer was posted

13 REPLIES 13

lotharmat
Community elder
Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Natjlc
Joining in

Screenshot_20210512-091947.png

Thank you for getting in touch.

 im really not very good with technology, I clicked the link ,this is what it brings up , what do I need to once I'm here? .I'm sorry I'm probably going to need a step by step guide. 


@Natjlc wrote:

Screenshot_20210512-091947.png

Thank you for getting in touch.

 im really not very good with technology, I clicked the link ,this is what it brings up , what do I need to once I'm here? .I'm sorry I'm probably going to need a step by step guide. 


Per the instructions;

Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi

PasswordShow
 


 
Router status
Network LogTime Priority Description
12/05/2021 09:39:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 09:39:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 09:39:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 09:39:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 09:39:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 09:39:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 09:13:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 09:11:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 04:28:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 02:26:18criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 02:21:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 02:20:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 02:20:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 01:47:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 01:47:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 23:37:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 23:37:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 21:56:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 21:50:39criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 21:46:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

PasswordShow
 


 
Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12270000002.740256 qam12
22190000002.740256 qam11
32350000002.740256 qam13
42430000002.440256 qam14
52510000002.740256 qam15
62590000002.740256 qam16
72670000002.740256 qam17
82750000002.440256 qam18
92830000002.540256 qam19
102910000002.940256 qam20
112990000003.240256 qam21
123070000002.940256 qam22
133150000002.940256 qam23
143230000002.940256 qam24
15331000000340256 qam25
163390000002.940256 qam26
173470000002.540256 qam27
183550000002.540256 qam28
193630000002.240256 qam29
20371000000240256 qam30
213790000001.740256 qam31
223870000001.740256 qam32
233950000001.940256 qam33
244030000001.740256 qam34


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.3170
2Locked40.9250
3Locked40.9130
4Locked40.3170
5Locked40.3140
6Locked40.9130
7Locked40.3160
8Locked40.3150
9Locked40.3180
10Locked40.380
11Locked40.3130
12Locked40.3160
13Locked40.9290
14Locked40.3210
15Locked40.9200
16Locked40.9220
17Locked40.9210
18Locked40.3170
19Locked40.9190
20Locked40.9270
21Locked40.3250
22Locked40.970
23Locked40.970
24Locked40.900

PasswordShow
 


 
Router status
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000040.8512064 qam1
24620000040512064 qam3
35370000040.3512064 qam2
43940000039.8512064 qam4


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Welcome back!

Sign in to view or modify your Hub 3.0 settings.

Password 

 

 

Router status

Status

Downstream

Upstream

Configuration

Network Log

Refresh data

Upstream bonded channels

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

1 60300000 40.8 5120 64 qam 1

2 46200000 40 5120 64 qam 3

3 53700000 40.3 5120 64 qam 2

4 39400000 39.8 5120 64 qam 4

 

 

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

 

 

Welcome back!

Sign in to view or modify your Hub 3.0 settings.

Password 

 

 

Router status

Status

Downstream

Upstream

Configuration

Network Log

Refresh data

General Configuration

Network access 

Allowed

Maximum Number of CPEs 

1

Baseline Privacy 

Enabled

DOCSIS Mode 

Docsis30

Config file 

cmreg-vmdg505-bbt057+voc-b.cm

 

 

Primary Downstream Service Flow

SFID 596828

Max Traffic Rate 117000047

Max Traffic Burst 42600

Min Traffic Rate 0

 

 

Primary Upstream Service Flow

SFID 596827

Max Traffic Rate 10500047

Max Traffic Burst 16320

Min Traffic Rate 0

Max Concatenated Burst 16320

Scheduling Type BestEffort

 

Hi Natjlc, 

Thanks for your post and apologies to hear that you are having an issue with your broadband connection. 

Our diagnostics on your home network and Hub have not found any issues that could account for connection drop-outs. All power levels are at optimal levels, I'm not seeing any errors and there are no open faults in your area either.

Looking at the Wifi side of the network, there is some congestion which could account for dropouts. I would look at separating your WiFi bands and then connecting each device to the band best for it. You can do that by following these steps: 

•    Access your Hub by navigating to 192.168.0.1
•    Login with the default login info (on base of Hub) unless you've already updated it.
•    Go to Advanced Settings > Wireless > Security
•    Under Wireless Frequency 2.4GHz change the Wifi Network Name (SSID) and the Wifi password (network key).
•    Repeat for the Wireless Frequency 5GHz and click on Apply changes.*
*    Make sure that both frequencies are named differently and are still identifiable


You can also try these tips and hints to optimise the WiFi as much as possible. Finally, you may also benefit from downloading the VM Connect App. You can use this to run scans to see what the issue may be. It will identify any dead spots and show you how to resolve them too.

 

Keep us posted with how you get on. 

Kath_F
Forum Team

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