No Internet Connection

[lukebaldwn]

Over the last 4 days I have been having a persistent issue of having “no internet connection”. I have a solid green WiFi light on my hub and flashing green arrows. It goes down for hours at a time and then will come back on for a couple of hours before loosing connection again.

There are no known errors in my area.

I keep having my engineer cancelled every time the hub reconnects for a couple of hours. 

I have followed all the usual advice - switched the hub off, reset the hub, checked all the wiring etc but nothing is fixing it. I’ve called Virgin 6 times to date and they keep telling me the issue is fixed.

Has anyone else had this issue? Does anyone know of any fixes?

[lotharmat]

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 as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (If you get an error - just 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!

[lukebaldwn]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	4.5	40	256 qam	1
2	147000000	4.6	40	256 qam	2
3	155000000	4.5	40	256 qam	3
4	163000000	4.8	40	256 qam	4
5	171000000	4.5	40	256 qam	5
6	179000000	4.9	38	256 qam	6
7	187000000	4.5	38	256 qam	7
8	195000000	4.6	38	256 qam	8
9	203000000	4.6	40	256 qam	9
10	211000000	4.5	40	256 qam	10
11	219000000	4.6	40	256 qam	11
12	227000000	4.5	40	256 qam	12
13	235000000	4.5	40	256 qam	13
14	243000000	4.1	40	256 qam	14
15	251000000	4.3	40	256 qam	15
16	259000000	4	40	256 qam	16
17	267000000	3.7	40	256 qam	17
18	275000000	3.5	40	256 qam	18
19	283000000	3.5	40	256 qam	19
20	291000000	3.5	40	256 qam	20
21	299000000	3.7	40	256 qam	21
22	307000000	3.5	40	256 qam	22
23	315000000	3.7	40	256 qam	23
24	323000000	3.7	40	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	7	0
2	Locked	40.3	6	0
3	Locked	40.3	4	0
4	Locked	40.3	6	0
5	Locked	40.3	18	0
6	Locked	38.9	20	0
7	Locked	38.9	18	0
8	Locked	38.9	20	0
9	Locked	40.3	7	0
10	Locked	40.3	6	0
11	Locked	40.3	22	0
12	Locked	40.3	21	0
13	Locked	40.3	22	0
14	Locked	40.3	8	0
15	Locked	40.3	10	0
16	Locked	40.3	7	0
17	Locked	40.3	8	0
18	Locked	40.9	8	0
19	Locked	40.3	9	0
20	Locked	40.3	12	0
21	Locked	40.3	11	0
22	Locked	40.3	12	0
23	Locked	40.3	10	0
24	Locked	40.3	10	0

Upstream bonded channels

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

1	39400000	41.5	5120	64 qam	4
2	46200000	41.5	5120	64 qam	3
3	23600000	42	5120	64 qam	10
4	32600000	41.8	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	6	0
3	ATDMA	0	0	6	0
4	ATDMA	0	0	1	0

[lukebaldwn]

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	25964
Max Traffic Rate	143750047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	25963
Max Traffic Rate	22000047
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

18/04/2023 21:42:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:42:33	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:42:33	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:39:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:39:24	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;
18/04/2023 21:38:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:38:11	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:35:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:33:58	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;
18/04/2023 21:33:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:32:57	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:32:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:32:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:30:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:30:9	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:24:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:23:48	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;
18/04/2023 21:22:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2023 21:21:36	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;
18/04/2023 21:20:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Looking at those - I would say that there is a problem with your upstream channels.

It would need a tech visit to check / remedy this.

Hang tight for a forum rep to sort this out.

Are there any faults listed?

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!

[lukebaldwn]

Thank you. There are no reported faults online or when I call the above telephone number.

[Vikki_M]

Hi lukebaldwn

Thank you for your post and welcome to our community.

I am sorry to hear about the service issues you are having.

How have things been since posting please?

I have taken a look at things from our side and can see the team have been monitoring the service.

Please pop back to us when you can.