12-05-2021 07:48 - edited 12-05-2021 07:54
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.
Answered! Go to Answer
on 14-05-2021 12:56
Here are some potential fixes for your Internet keeps dropping connection issues:
Ultimately, you can contact your ISP about the Internet drops – they might be having a temporary issue.
on 12-05-2021 09:08
on 12-05-2021 09:23
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.
on 12-05-2021 09:26
@Natjlc wrote: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).
on 12-05-2021 10:01
Password | Show |
12/05/2021 09:39:59 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 09:39:59 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 09:39:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 09:39:56 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 09:39:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 09:39:55 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 09:13:28 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 09:11:42 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 04:28:43 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 02:26:18 | critical | Received 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 02:21:59 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 02:20:25 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 02:20:25 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 01:47:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 01:47:41 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/05/2021 23:37:2 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/05/2021 23:37:2 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/05/2021 21:56:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/05/2021 21:50:39 | critical | Received 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 21:46:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 12-05-2021 12:12
Password | Show |
1 | 227000000 | 2.7 | 40 | 256 qam | 12 |
2 | 219000000 | 2.7 | 40 | 256 qam | 11 |
3 | 235000000 | 2.7 | 40 | 256 qam | 13 |
4 | 243000000 | 2.4 | 40 | 256 qam | 14 |
5 | 251000000 | 2.7 | 40 | 256 qam | 15 |
6 | 259000000 | 2.7 | 40 | 256 qam | 16 |
7 | 267000000 | 2.7 | 40 | 256 qam | 17 |
8 | 275000000 | 2.4 | 40 | 256 qam | 18 |
9 | 283000000 | 2.5 | 40 | 256 qam | 19 |
10 | 291000000 | 2.9 | 40 | 256 qam | 20 |
11 | 299000000 | 3.2 | 40 | 256 qam | 21 |
12 | 307000000 | 2.9 | 40 | 256 qam | 22 |
13 | 315000000 | 2.9 | 40 | 256 qam | 23 |
14 | 323000000 | 2.9 | 40 | 256 qam | 24 |
15 | 331000000 | 3 | 40 | 256 qam | 25 |
16 | 339000000 | 2.9 | 40 | 256 qam | 26 |
17 | 347000000 | 2.5 | 40 | 256 qam | 27 |
18 | 355000000 | 2.5 | 40 | 256 qam | 28 |
19 | 363000000 | 2.2 | 40 | 256 qam | 29 |
20 | 371000000 | 2 | 40 | 256 qam | 30 |
21 | 379000000 | 1.7 | 40 | 256 qam | 31 |
22 | 387000000 | 1.7 | 40 | 256 qam | 32 |
23 | 395000000 | 1.9 | 40 | 256 qam | 33 |
24 | 403000000 | 1.7 | 40 | 256 qam | 34 |
1 | Locked | 40.3 | 17 | 0 |
2 | Locked | 40.9 | 25 | 0 |
3 | Locked | 40.9 | 13 | 0 |
4 | Locked | 40.3 | 17 | 0 |
5 | Locked | 40.3 | 14 | 0 |
6 | Locked | 40.9 | 13 | 0 |
7 | Locked | 40.3 | 16 | 0 |
8 | Locked | 40.3 | 15 | 0 |
9 | Locked | 40.3 | 18 | 0 |
10 | Locked | 40.3 | 8 | 0 |
11 | Locked | 40.3 | 13 | 0 |
12 | Locked | 40.3 | 16 | 0 |
13 | Locked | 40.9 | 29 | 0 |
14 | Locked | 40.3 | 21 | 0 |
15 | Locked | 40.9 | 20 | 0 |
16 | Locked | 40.9 | 22 | 0 |
17 | Locked | 40.9 | 21 | 0 |
18 | Locked | 40.3 | 17 | 0 |
19 | Locked | 40.9 | 19 | 0 |
20 | Locked | 40.9 | 27 | 0 |
21 | Locked | 40.3 | 25 | 0 |
22 | Locked | 40.9 | 7 | 0 |
23 | Locked | 40.9 | 7 | 0 |
24 | Locked | 40.9 | 0 | 0 |
on 12-05-2021 12:13
Password | Show |
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 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 12-05-2021 12:15
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
on 12-05-2021 12:18
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
on 14-05-2021 12:42
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.