Recurrent ‘No Internet Connection’

[markhearfield]

Posting this in hope of a solution but even to know someone else is having the same issue would help as it seems Virgin Media think I’m making it up!

We switched from BT (20+ years with no issues) to Virgin Media Business in June. We’ve expanded our smart home (Hive heating, Amazon echos, Ring doorbell, Sky Glass) so wanted the additional speed we could get with Virgin. I can’t complain about that as our speed increased from 35 mbps with BT to 350+ mbps… which is great when it works!

After a few weeks, I started having an issue where all devices (iPhones, iPads, smart TV, Windows laptop, Macbook) are connected to the hub but all show the “no internet connection” message and the only way to fix it is to restart the hub.

We’ve now had 3 engineers out: first one said it was a dodgy hub and replaced it; second one replaced all the cables and power supply; last one relocated the hub (blaming the error as it being in the kitchen and the fridge/freezer & microwave interfering with the signal).

Error still persists. Annoying if it happens during the day. More than annoying if it goes down during the night (today it dropped internet @ 4:30 so house was freezing as the Hive wasn’t working!).

We have the Hitron Chita Router and one thing I can see from the DOCSIS events log is the same 3 events happening each time (I think this is the correct order):

Warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Critical	Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

I’m not techie enough to understand what they actually mean, but the same 3 every time must mean something?

All Virgin Media keep telling me is ‘we’ve monitored your fault remotely and cannot see any issues’… which there wouldn’t be anyway as it working properly when they monitor it! With those specific 3 events happening every time I lose internet connectivity, doesn’t that mean there’s an issue either with the hub itself, or with the config file that’s trying to be uploaded?

Any advice would be appreciated, even if it’s just so I can pass it on Virgin when they finally agree to send another engineer.

thanks all,

Mark

[Tudor]

"Hitron Chita Router" you must therefore have a business account, as nobody here has that hub. This board is for residential VM customers only. You should contact VM business support.

[John_GS]

Hi markhearfield 

Thanks for posting and welcome to the community.

Thanks also to Tudor for your reply, you will indeed need to contact the business team. They can be contacted via Twitter - @vmbusinesshelp - also their contact us options here - https://www.virginmediabusiness.co.uk/help-and-advice/get-in-touch/contact-us/ 

Kind regards,

[N4oldie]

I'm a Virgin Media Business customer and having the same issue. Every few days I lose my internet connection. After experiencing multiple problems with the Hitron Chita router, I put it in modem mode, using a Netgear R6800 as my router. This device reports it has a WAN IP address of 192.168.0.x which is what it would get if the router wasn't in modem mode. Release and renew brings back a routable address and everything is fine. The problem seems to be associated with a trio of messages in the Chita's log including "Config File Rejected due to Invalid or Unexpected TLV 11". It's as if the Chita had gone back to factory settings temporarily. Random reset to factory settings is a known problem with these routers. And before you tell me this is the wrong forum, please explain which is the right forum for business customers because if we Google these messages, here is where we end up.

[tippeetom1]

Im having the same error message frequently, did either of you work out a fix?

Im also in the same boat with this forum,  how hard is it to create a sub category on here for the business customers?

[markhearfield]

tippeetom1 No I never got this resolved properly. Had router replaced, then internal wiring, then external wiring and then even the full fibre optic cable, had the router moved to a different location - nothing fixed the issue. Gave up trying to get it sorted as Virgin have no idea what’s causing it! I found a partial solution - bought a timer socket and set it up to restart the router overnight a couple of times a week. Whilst that stopped the “no internet connection” issue, it came with its own problem where after a restart some (but not all) devices won’t connect… requiring a manual restart to get everything up and running again. I’m close to the end of my initial contract now, so it’ll be bye bye Virgin in a few weeks.

[Verraks]

Having this on multiple sites. VMB support can sometimes get it working, but requires constant babysitting. Half the time a reboot will not resolve this. I've found I can get a routable IP just fine on my laptop when setting it to modem only mode (Disable residential gateway). Seems to be alright when I stick my own router on there, but it's a bit annoying that I have to do this, when the other option was wait for a technician to head over.

What's weird is all the DOCSIS status' seem to be perfectly fine when it's doing this, no idea what's going on in the black box.