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Router constantly dropping several times an hour

https://community.virginmedia.com/t5/Forum-Archive/Frequent-and-prolonged-router-reboots/m-p/3359817...

Same issue as many others. Internet is stable for max 30 mins at a time then he router reboots causing downtime of 10-15 minutes. This has been going on for months but has got even worse the last few weeks. The last few days the internet is only up for 10-15 minutes at a time and is going down several times per hour. Given I work from home and keep having to restart file transfers, this is making the connection worse than useless.

Have spoken to people many times, nobody has ever offered a solution other than rebooting the router and we have had two replacement Hub 3.0 routers in the last six months. None have made any difference at all. I'm at my wit's end now.

Tried calling again today and there's no way to get through to anyone at all. I can't even get through to someone to cancel the service and move to a different ISP. The text messaging service has never worked either. Surely this is illegal?!

 

0637de4ae877475693c23ecfda78dc7800fa6a83-24-10-2020

93dd0cff7c8bc5700deb728bc2a1dcdac8400df4-25-10-2020

f3fdbe661acba72b0b1f45cf2f28828af8a447e4-26-10-2020

Screenshot 2020-10-26 12.31.57.pngScreenshot 2020-10-26 12.31.48.pngScreenshot 2020-10-26 12.31.31.png

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Alessandro Volta
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Re: Router constantly dropping several times an hour

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Alessandro Volta
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Re: Router constantly dropping several times an hour

What exactly is dropping?

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Re: Router constantly dropping several times an hour

Yes I've checked service status several times over the last few months including today. There's never any faults reported and every time I've spoken on the phone it's the same issue.

Coax is new as of a year ago and completely solid at both the wall and the router.

I've already posted the BQM images they are waiting to be approved.

I've also posted the router status images but I'll do again as text:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 234750000 2 40 256 qam 13
2 242750000 2 40 256 qam 14
3 250750000 1.9 40 256 qam 15
4 258750000 1.7 40 256 qam 16
5 266750000 1.4 40 256 qam 17
6 274750000 1 40 256 qam 18
7 282750000 1.2 40 256 qam 19
8 290750000 1.2 40 256 qam 20
9 298750000 1.5 40 256 qam 21
10 306750000 1.5 40 256 qam 22
11 314750000 1.7 40 256 qam 23
12 322750000 1.7 40 256 qam 24
13 330750000 1.7 40 256 qam 25
14 394750000 1.9 40 256 qam 26
15 402750000 1.7 40 256 qam 27
16 410750000 1.7 40 256 qam 28
17 418750000 1.5 40 256 qam 29
18 426750000 1.4 40 256 qam 30
19 434750000 1 40 256 qam 31
20 442750000 0.9 40 256 qam 32
21 450750000 0.9 38 256 qam 33
22 458750000 0.7 40 256 qam 34
23 466750000 0.9 40 256 qam 35
24 474750000 0.9 40 256 qam 36


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 6 0
2 Locked 40.3 6 0
3 Locked 40.3 7 0
4 Locked 40.9 4 0
5 Locked 40.3 5 0
6 Locked 40.9 5 0
7 Locked 40.3 4 0
8 Locked 40.3 6 0
9 Locked 40.3 5 0
10 Locked 40.3 5 0
11 Locked 40.3 6 0
12 Locked 40.9 4 0
13 Locked 40.3 0 0
14 Locked 40.9 0 0
15 Locked 40.9 5 0
16 Locked 40.3 5 0
17 Locked 40.3 6 0
18 Locked 40.3 6 0
19 Locked 40.3 0 0
20 Locked 40.3 5 0
21 Locked 38.9 6 0
22 Locked 40.3 17 0
23 Locked 40.9 6 0
24 Locked 40.9 0 0

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 46.5 5120 64 qam 1
2 39400000 46 5120 32 qam 3
3 32600005 45.8 5120 16 qam 4
4 46200000 45.8 5120 32 qam 2


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 30 0
3 ATDMA 0 0 4 0
4 ATDMA 0 0 4 0

Network Log
Time Priority Description
26/10/2020 12:28:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 21:45:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 21:11:55 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 22:02:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 20:57:15 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 03:19:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 00:32:20 notice SW download Successful - Via NMS
23/10/2020 00:29:48 notice SW Download INIT - Via NMS
22/10/2020 17:05:5 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 14:46:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 08:30:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 15:34:55 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 15:15:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 15:11:44 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 14:17:55 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 13:47:35 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 13:36:2 notice SW download Successful - Via Config file
15/10/2020 13:34:14 notice SW Download INIT - Via Config file
01/01/1970 00:01:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 5 of 28
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Re: Router constantly dropping several times an hour

@gary_dexter: Connection goes down and router reboots itself. Even when up the connection is very unstable as you can see from these prettyping logs:

Screenshot 2020-10-26 12.45.46.pngScreenshot 2020-10-26 12.45.33.png

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Re: Router constantly dropping several times an hour

When was the hub last rebooted?

Rather than posting images that need approval, post a link to the live share of your BQM.

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Re: Router constantly dropping several times an hour

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Re: Router constantly dropping several times an hour


@MikeRobbo wrote:

A Guru will be along soon to decipher the info.


I've posted all the info requested. This has been going on for months and it's still not been possible to get through to anyone ALL DAY on the phone.

Do you know how much longer until someone can look at this?

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Re: Router constantly dropping several times an hour

People who call at 08.00 sharp report getting through very quickly

--------------------
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: Router constantly dropping several times an hour

 


@jbrennand wrote:
People who call at 08.00 sharp report getting through very quickly

Unfortunately I have meetings I need to be in then. I've tried calling all throughout the day today and there's not even any option to speak to a human any more. I can't even get connected to someone to cancel if I wanted to. 

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