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CertainMusings
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Regular Internet Drop Outs + Support Issues

Hello,

For months now we've had intermittent internet, primarily via wifi but often affecting wired connections too. Some users in our shared house have constantly slow connections, but we've all dealt with regular drops in internet access, sometimes for long periods of time. This has been pretty painful, especially for those of us who've had online work and meetings in this time.

I've tried everything suggested on the Virgin Media website and more:

  • Changed the wifi band settings to recommended values
  • Checked for local area outages
  • Reset the router many times
  • Factory resets
  • Reconnected devices
  • Purchased wifi boosters.

At this point we'd like to get an engineer to come take a look, or perhaps for our router to be replaced. Unfortunately it's been extremely difficult to speak to anyone, since I'm usually linked back to the same set of instructions on the Virgin Media website, or just left on hold for hours on the chat without answer. Even on the phone just now, I was taken through the same instructions, then hung up on, with a text linking me back to the website once again.

The automated chat options also don't seem great for dealing with long term intermittent connecton issues. Once it leads me through instructions, it's clear it's assuming I'm simply having trouble connecting a device to our network, which is not the case.

When I have managed to speak to people on the chat in the Virgin Media app, I'm repeatedly either linked to someone who can't help, being in the wrong department, or never transferred. I managed to speak to one of the right people yesterday, who gave me the Wifi settings advice, but that hasn't worked. Today, I wanted to explain this to someone, but I'm instead connected to the same chatbot once again.

At this point, asking on here seems to be my final option, so it would be great to finally get some help.

Thanks,

Matthew

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jbrennand
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Re: Regular Internet Drop Outs + Support Issues

You havent said - what Hub you have. Lets look at the connection data. Can you do this
_________________________________________

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 unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle or top/right of the first page up and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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 again.

Also, in the meantime... If you haven’t already, set up a free, secure and “offlsite” - “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

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Ashleigh_C
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Re: Regular Internet Drop Outs + Support Issues

Hi there @CertainMusings

 

Thank you so much for your post and I am so sorry to hear you are facing these issues with your connection! 

 

A big thank you to @jbrennand and their advise, can I ask if you are able to follow these steps and post the information for us? 

 

Thanks again. 

Ash_C
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Re: Regular Internet Drop Outs + Support Issues

Hi both,

We have a Hub 3.0. I don't seem to be able to find the 'router status' link mentioned, but I think this is what you were asking for, taken from Advanced Settings/Network Status. I'm copying and pasting in, so hopefully the forum address filtering will work like you said:

Downstream bonded channels

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

12030000003.940256 qam9
22110000003.540256 qam10
32190000003.540256 qam11
4227000000340256 qam12
52350000002.740256 qam13
62430000002.740256 qam14
72510000003.240256 qam15
82590000003.240256 qam16
92670000003.440256 qam17
102750000003.240256 qam18
112830000003.440256 qam19
122910000003.240256 qam20
132990000003.540256 qam21
143070000003.540256 qam22
153150000003.540256 qam23
163230000003.540256 qam24
17331000000340256 qam25
183710000002.540256 qam26
19379000000340256 qam27
203870000002.540256 qam28
213950000002.740256 qam29
224030000002.440256 qam30
234110000002.540256 qam31
244190000002.440256 qam32



Downstream bonded channels

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

1Locked40.3540
2Locked40.9680
3Locked40.3570
4Locked40.3800
5Locked40.9550
6Locked40.9820
7Locked40.9410
8Locked40.91640
9Locked40.3460
10Locked40.3480
11Locked40.3670
12Locked40.3520
13Locked40.9490
14Locked40.9500
15Locked40.3630
16Locked40.9788
17Locked40.31650
18Locked40.9540
19Locked40.3380
20Locked40.3570
21Locked40.9620
22Locked40.31730
23Locked40.9600
24Locked40.9620

 

Upstream bonded channels

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

13939998546512064 qam4
24620000046.5512064 qam3
32580000044.8512064 qam6
43260012745512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0030
4ATDMA0020

 

 

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Re: Regular Internet Drop Outs + Support Issues

Network Log

Time Priority Description

27/09/2021 16:53:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 15:08:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2021 18:52:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2021 06:53:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2021 16:35:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2021 04:02:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2021 17:32:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2021 09:59:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 17:16:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2021 09:51:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 08:35:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:04:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 14:59:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2021 11:04:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 23:09:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 23:04:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 11:46:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 07:13:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:05:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:54:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I don't have a Broadband Quality Monitor yet. I'm setting one up now.

Matthew

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Zach_R
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Re: Regular Internet Drop Outs + Support Issues

Hi @CertainMusings,

Thank you for all that information. Have you been able to set up a BQM that you can share with us yet?

Thanks,
 



Zach - Forum Team


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CertainMusings
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Message 7 of 15
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Re: Regular Internet Drop Outs + Support Issues

I have yes, here it is below:

My Broadband Ping - Virgin Media Connection

Matthew

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Message 8 of 15
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Re: Regular Internet Drop Outs + Support Issues

Hi Matthew, 

 

Thanks for posting your BQM graph. It's looking perfectly normal to me, no packet loss to indicate any connection loss and no big latency spikes.

 

Do you know if you were affected by any connection drops during the periods plotted in the graph? If you have a link to your live graph, are you able to post this please?

 

Everything all looking fine on this end so it is certainly strange, especially if you're losing connection via wired devices.

 

Kind regards

 

Beth

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CertainMusings
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Message 9 of 15
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Re: Regular Internet Drop Outs + Support Issues

Hi Beth,

The graph should be live - I used the embed option. Clicking on it will take you to the live page.

I don't think we had any issues in between the time I made the monitor and posted it. However, I think we had a brief drop out a couple nights ago, including on my wired connection, yet there still seems to be no packet loss recorded.

In the past hour some of my housemates have also had extremely slow connections, to the point of having to continue a university video call using mobile data. Yet recent latency, as of posting this, seems ok?

Matthew

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Message 10 of 15
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Re: Regular Internet Drop Outs + Support Issues

Thanks for getting back to us @CertainMusings

 

I can see there have been a few spikes which don't look great, I've tried to run some tests on our end for you but I'm having some trouble reaching the Hub. 

 

Is this currently switched on? 

 

Thanks, 

Sofia
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