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Network log critical / error & frequent drops in connection

Hi all, i have been having issues for quite some time now with my broadband loosing connection & then reconnecting by itself.

All devices are affected whether wired or wireless.

The Hub 3 stays active with a constant white light.

All devices stay connected to WiFi with excellent signal but loose the internet connection.

I have had previous issues with the signal strength being too high. My house is connected to a street cabinet less than 10 meters away.

The cable to my property has been replaced.

Had the hub replaced & made no difference.

Thought i would reach out on here as its a struggle to get these points across when calling in.

Any help appreciated.

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Re: Network log critical / error & frequent drops in connection

Try this procedure so people on here can take a look for any obvious problems...
----

First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any splitters/attenuators/etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - disconnect any ethernet cables and with the Hub "switched on" throughout, press pin in firmly with paper clip/SIM tray tool and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise. But, make sure the 2 passwords on the Hub sticker are still there and legible first !
Then 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 first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (Hub3) and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

Also, in the meantime, if you haven’t already, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” (as per instructions on the TB website) when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

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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Re: Network log critical / error & frequent drops in connection

Hi John, thanks for the information. Have already had all cabling checked & hub has been previously reset. Please see below logs from hub. Thanks, Lee.

 

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 451000000 0 38 256 qam 40
2 267000000 -2.2 38 256 qam 17
3 275000000 -2.5 38 256 qam 18
4 283000000 -2.5 38 256 qam 19
5 291000000 -2.4 38 256 qam 20
6 299000000 -2 38 256 qam 21
7 307000000 -1.7 38 256 qam 22
8 315000000 -1.7 38 256 qam 23
9 323000000 -1.7 38 256 qam 24
10 331000000 -1.4 38 256 qam 25
11 339000000 -1.2 38 256 qam 26
12 347000000 -1.2 38 256 qam 27
13 355000000 -0.7 38 256 qam 28
14 363000000 -0.5 38 256 qam 29
15 371000000 0 38 256 qam 30
16 379000000 0.2 38 256 qam 31
17 387000000 -0.4 38 256 qam 32
18 395000000 -0.9 38 256 qam 33
19 403000000 -0.9 38 256 qam 34
20 411000000 -0.7 38 256 qam 35
21 419000000 -0.7 38 256 qam 36
22 427000000 -0.2 38 256 qam 37
23 435000000 -0.2 38 256 qam 38
24 443000000 0 38 256 qam 39


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 28 0
2 Locked 38.6 63 0
3 Locked 38.6 63 0
4 Locked 38.6 87 0
5 Locked 38.6 65 0
6 Locked 38.9 81 0
7 Locked 38.6 64 0
8 Locked 38.6 56 0
9 Locked 38.6 59 0
10 Locked 38.9 47 0
11 Locked 38.9 40 0
12 Locked 38.6 37 0
13 Locked 38.6 53 0
14 Locked 38.6 55 0
15 Locked 38.9 34 0
16 Locked 38.9 23 0
17 Locked 38.6 22 0
18 Locked 38.9 37 0
19 Locked 38.9 50 0
20 Locked 38.9 59 0
21 Locked 38.9 54 0
22 Locked 38.6 43 0
23 Locked 38.9 40 0
24 Locked 38.9 44 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.35 5120 64 qam 4
2 46200000 4.5 5120 64 qam 3
3 53700000 4.5 5120 64 qam 2
4 60300000 4.5 5120 64 qam 1


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

 

Network Log

Time Priority Description

05/09/2020 04:56:16criticalNo Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:12:45noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=c;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:12:45ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 12:41:59ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=c;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 12:38:10criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 05:09:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=c;CMTS-MAC=f0;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 03:41:21criticalNo Ranging Response received - T3 time-out;CM-MAC=cb;CMTS-MAC=f0;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 19:06:52ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=c;CMTS-MAC=f0;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 22:57:42criticalNo Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MAC=f0;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 10:44:5ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=c;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 03:04:23criticalNo Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MAC=f0;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 11:06:35ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 04:48:18criticalNo Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 04:04:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 04:04:11ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=c;CMTS-MAC=f0;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 03:42:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=c;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 02:23:31noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=c;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 02:23:31ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=c;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 02:15:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=c;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 01:48:32noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=c;CMTS-MAC=f;CM-QOS=1.1;CM-VER=3.0;

 

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Re: Network log critical / error & frequent drops in connection

Nothing I can see in those stats that point to any problems. Can you post up a link your BQM as soon as a sensible amount of data is in there - that might be more informative.

Are you sure that all ethernet connections are dropping out too? If so have you tried swapping to new Cat5e or better cables? Is there anything else on the connection that is continually "hardwired" like a switch, powerline adaptors, boosters, V6 box, smart TV, games consoles, etc?

--------------------
John
--------------------

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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Re: Network log critical / error & frequent drops in connection

Hi l33two

 

Thanks for posting and welcome to the community. My apologies for the broadband issues.

 

I've had a check on our systems today and all the levels are in spec, no issues showing. 

 

Could you do the BQM? You can find out more here

 

Kind regards,

John_GS
Forum Team

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