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marklewins
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Network Connection Issue

Constant and Persistent loss of Internet Connection

Internet drops out repeatedly, several times daily for varying periods of time. 

I'm fed up of resetting the router. Not that it works. Issue has been on going for months.

Initially we were told the issue was due to an intermittent power supply on the server our network connection is housed upon. Then I was told it was fixed. 

Network log shows repeated T3 and T4 tineouts with no network response from the VM network. Means on-demand TV, basic internet, online gaming services are all useless and redundant.

VM have:

Replaced the router

Visited several times and messed with signal levels

Area Network Manager called to tell me the fault (never called me back however to confirm fix)

Told me constantly on the phone to reset my router - which I shouldn't have to do several times a day!

Kept on charging me for an unreliable, mostly unuseable service. 

I have made a complaint. Nobody has called me back yet. 

So, to VM this is what will happen:

Either, fix the problem and refund me every penny paid since March 2018. 

Or

 

Fix the problem, refunding me a fair amount for the problems encountered and then ensuring a strong wifi signal in each room of my house - even if that means installing a second router to act as a wifi bridge upstairs.

 

I look forward to your response VM.

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jbrennand
Alessandro Volta
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Message 2 of 6
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Re: Network Connection Issue

A VM person will pick this up but it can take up to a week for them to get to posts.  So...  in the meantime post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return.   On the page [there should be no need to login] click on the “router status” text icon at bottom middle of first page up and then copy/paste 3 sets of data onto here - the downstream, upstream, &  network logs.  Don't worry about the formatting it can be easily read, but try to avoid using screen shots & don’t include personal data or mac addresses - blank them out.


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John
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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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marklewins
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Message 3 of 6
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Re: Network Connection Issue

Network Log

TimePriorityDescription2018-12-19 21:07:23.00criticalNo Ranging Response received - T3 time-out;CM-MAC;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-21 06:08:14.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-21 22:24:13.00criticalNo Ranging Response received - T3 time-out;CM-MAC;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-22 04:39:22.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-22 07:28:25.00criticalNo Ranging Response received - T3 time-out;CM-MAC;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-22 08:24:33.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;2018-12-22 12:09:49.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-22 12:52:33.00Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-22 15:18:03.00criticalNo Ranging Response received - T3 time-out;CM-MAC;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-23 08:39:05.00Warning!RCS Partial Service;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;2018-12-23 08:39:05.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-23 08:39:05.00Warning!RCS Partial Service;CM-MAC;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-23 08:39:05.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;2018-12-23 08:39:10.00Warning!Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-23 08:41:14.00criticalReceived 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;1970-01-01 00:50:35.00criticalNo Ranging Response received - T3 time-out;CM-MAC=b;CMTS-MAC=9;CM-QOS=1.1;CM-VER=3.0;2018-12-23 10:47:35.00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-24 00:25:48.00criticalNo Ranging Response received - T3 time-out;CM-MAC=9b;CMTS-MAC=9;CM-QOS=1.1;CM-VER=3.0;2018-12-24 12:34:04.00Warning!RCS Partial Service;CM-MAC=b;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;2018-12-25 17:32:16.00criticalNo Ranging Response received - T3 time-out:QOS=1.1;CM-VER=3.0;

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marklewins
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Message 4 of 6
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Re: Network Connection Issue

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID12987500002.540256 qam212434750000340256 qam293426750000340256 qam2844187500002.940256 qam2754107500003.240256 qam2664027500003.240256 qam257322750000340256 qam2483147500002.540256 qam2393067500002.540256 qam22102907500002.440256 qam20112827500002.240256 qam1912274750000240256 qam1813266750000240256 qam1714258750000240256 qam16152507500002.240256 qam15162427500002.240256 qam14172347500002.240256 qam13182267500002.240256 qam12192187500002.240256 qam11202107500002.440256 qam10212027500002.240256 qam9221947500002.540256 qam8231867500002.740256 qam7241787500002.940256 qam6 Downstream bonded channelsChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked40.335109372Locked40.3275910793Locked40.923528594Locked40.321307715Locked40.321947376Locked40.324039877Locked40.3243310738Locked40.9268610059Locked40.32719113610Locked40.3364190411Locked40.93746105312Locked40.95208103513Locked40.37736114114Locked40.99895130515Locked40.910449120816Locked40.38911120317Locked40.9584098118Locked40.3466886319Locked40.3431881420Locked40.38215110221Locked40.929080143122Locked40.928621177323Locked40.331960167024Locked40.9213851194

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marklewins
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Re: Network Connection Issue

 Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID13940000048.8512016 qam224620000048.5512016 qam132580000048512016 qam443260000048.8512016 qam3 Upstream bonded channelsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts1ATDMA00002ATDMA00003ATDMA00004ATDMA0000

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marklewins
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Re: Network Connection Issue

Any of that any use?

It fails to tell the whole story. That being a router that claims it is connected, yet not a single device - wireless or ethernet - can connect to the internet. 

 

Such dropouts happen several times (+) per day. 

What I fail to understand, if it is a power supply fault on a server - why all connections on that server have not been switched to a new server port. 

That would mean a new IP address - which VM do not like doing. It also means some physical server work. Again, something they dont like doing. 

They have not done:

1) Cable repull

2) Reworked all physical connections in home or street box

3) Took the issue seriously - although they are now (apparantly).

 

Cheers

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