Virgin Media Community

[ragtacker]

I have been asked to post here as VM cannot help, they are tooooo busy.

My internet crashes between 7 - 10 times a day, when it crashes the messages i get are :- broadband experiencing connectivity issues.

Connection point between router and and access point are broken.

Cannot connect with device resource primary DNS server

Default gateway not available.

Ethernet does not have a valid IP configuration.

All the abovepoints have been given to a technician in my house and he replaced the router and it has now got worse.

I spoke with a tech on the phone, he stated that the line to the house is low??

As stated above i am getting no help from VM, lines are too busy, FB asked for me to post here for all the wise people to see if any help is available

[gary_dexter · Accepted solution]

Post the Network, Upstream and Downstream logs from the hubs admin pages back here as text 

[-tony- · Accepted solution]

as above - if you dont know how to get the figures

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

you DO need to sign in on hub4

[ragtacker]

when i try to post the logs it says there is something wrong? Correct the highlighted errors and try again.  but nothing is highlighted?

1	60299983	33.5	5120	64 qam	1
2	39400000	33.5	5120	64 qam	4
3	46200000	33.5	5120	64 qam	3
4	53700034	33.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

[ragtacker]

1	419000000	6.8	40	256 qam	32
2	203000000	8	40	256 qam	9
3	211000000	8	40	256 qam	10
4	219000000	7.9	40	256 qam	11
5	227000000	7.6	40	256 qam	12
6	235000000	7.5	40	256 qam	13
7	243000000	7.5	40	256 qam	14
8	251000000	7.5	40	256 qam	15
9	259000000	7.4	40	256 qam	16
10	267000000	7.4	40	256 qam	17
11	275000000	7	40	256 qam	18
12	283000000	7.1	40	256 qam	19
13	291000000	7.1	40	256 qam	20
14	299000000	7.5	40	256 qam	21
15	307000000	7	40	256 qam	22
16	315000000	7	40	256 qam	23
17	323000000	7	40	256 qam	24
18	363000000	6.6	40	256 qam	25
19	371000000	6.9	40	256 qam	26
20	379000000	6.9	40	256 qam	27
21	387000000	6.5	40	256 qam	28
22	395000000	6.6	40	256 qam	29
23	403000000	6.8	40	256 qam	30
24	411000000	6.8	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.9	3765	6977
2	Locked	40.3	2533	10751
3	Locked	40.3	1903	11171
4	Locked	40.9	1952	10888
5	Locked	40.9	1897	15517
6	Locked	40.3	1944	11646
7	Locked	40.9	2068	10915
8	Locked	40.3	2195	10648
9	Locked	40.3	2085	10833
10	Locked	40.3	2177	11523
11	Locked	40.3	2368	10731
12	Locked	40.9	2535	9918
13	Locked	40.3	2715	9770
14	Locked	40.9	2642	9176
15	Locked	40.9	2647	8869
16	Locked	40.9	2885	8967
17	Locked	40.9	2921	8913
18	Locked	40.3	3346	4894
19	Locked	40.3	2986	9568
20	Locked	40.3	3287	8385
21	Locked	40.3	2445	10992
22	Locked	40.3	2645	11624
23	Locked	40.3	2669	11387
24	Locked	40.9	3489	10502

[lotharmat]

Upstream power looks a little on the low side - this is causing the T3 errors which can lead to downstream channel sync issues which leads to instability and dropouts!

[ragtacker]

Hi lotharmat is there anything i can do

[ragtacker]

the online tech is sending a new ethernet cable to fix the fault?? will this correct the issue, TIA

[jbrennand · Accepted solution]

No - you were being fobbed off on the phone. Can you do this and see if it helps - if not it will need a Tech visit.
______________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, 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 connectors 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 switch it on again and leave 5 minutes

When done, check back in the settings and ensure that the RS error counts have all reset to 0. The T3' should have too. See if the Up power levels have changed too.  Then check every hour or two for the next day or two to see if the "errors" start reappearing - they shouldn't.

Also in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - 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” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

[ragtacker]

Thak you for your help, Kudos given ,

All cables checked and rebootedi shall monitor and upload the link when i have something 🙂