Virgin Media Broadband keeps dropping

[Manan_Mirza]

My internet service keeps dropping after every 20 mins or so. Even when I am connected using Ethernet cable it says. Network cable disconnected, WiFi goes off line too. 

I have tried rest the hub and restart but no luck. Can’t wait to end my contract so I can leave VM for good!

[MOD EDIT: Subject title changed for clarity]

[jbrennand]

What Hub model is it and if a Hub3 - what does the lights on it show/do when the drops occur?

Have you checked first for any “known network faults”

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[Manan_Mirza]

It’s HUB 4. Light at the top of the modem just lights up as it’s restarting automatically. 

I always check for any known faults but nothing there. 
It can’t be a local issues as it has been happening for few months now.

[jbrennand]

OK post up the connection data as per....
___________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up login, navigate to the correct pages to then just copy/paste as normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables 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. If character limits are “exceeded” - just do two posts

Also, 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”. 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 then click OK

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

[Manan_Mirza]

I have logged in to the router url and the attached screen comes up  I can’t locate the downstream/upstream or data log. Could you please navigate me through to get this info. Thanks 

 

 

[jbrennand]

Sorry - never even seen a Hub4 - someone else should clarify soon - but I would expect to find the pages in the "Advanced Settings" Tab on the left

[Manan_Mirza]

• Downstream 

3.0 Downstream channels

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

25	331000000	0.4	38.6	QAM256	25
1	139000000	5.9	38.6	QAM256	1
2	147000000	5.6	39	QAM256	2
3	155000000	5.1	38.6	QAM256	3
4	163000000	4.7	37.6	QAM256	4
5	171000000	4.3	37.6	QAM256	5
6	179000000	3.9	37.6	QAM256	6
7	187000000	3.4	38.6	QAM256	7
8	195000000	3.2	38.6	QAM256	8
9	203000000	2.9	38.6	QAM256	9
10	211000000	2.3	38.6	QAM256	10
11	219000000	2	37.6	QAM256	11
12	227000000	1.8	37.6	QAM256	12
13	235000000	1.7	37.6	QAM256	13
14	243000000	1.4	38.6	QAM256	14
15	251000000	1.2	37.6	QAM256	15
16	259000000	0.8	38.6	QAM256	16
17	267000000	0.6	37.6	QAM256	17
18	275000000	0.8	38.6	QAM256	18
19	283000000	0.7	38.6	QAM256	19
20	291000000	0.9	38.6	QAM256	20
21	299000000	1	37.6	QAM256	21
22	307000000	1	38.6	QAM256	22
23	315000000	1	38.6	QAM256	23
24	323000000	0.6	38.6	QAM256	24
26	339000000	0.2	39	QAM256	26
27	347000000	0	37.6	QAM256	27
28	355000000	0.2	38.6	QAM256	28
29	363000000	0	38.6	QAM256	29
30	371000000	-0.2	38.6	QAM256	30
31	379000000	-0.6	38.6	QAM256	31

[Manan_Mirza]

Upstream 

3.0 Upstream channels

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

1	39400000	41	5120 KSym/sec	64QAM	7
2	46200000	41.8	5120 KSym/sec	64QAM	3
3	60300000	43.8	5120 KSym/sec	64QAM	1
4	53700000	43	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[Manan_Mirza]

Network log

Network Log

Time Priority Description

Thu 01/01/1970 00:01:26	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 24/02/2022 14:31:24	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 24/02/2022 14:31:48	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 24/02/2022 18:31:15	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 24/02/2022 18:43:49	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 25/02/2022 14:37:18	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 25/02/2022 14:44:31	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:23	3	No Ranging Response received - T3 time-out;CM-MAC=e ;CM-QOS=1.1;CM-VER=3.1;
Sat 26/02/2022 15:59:23	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=-M;CM-QOS=1.1;CM-VER=3.1;
Sat 26/02/2022 16:37:58	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM9;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:18	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=:7b:d9;CM-QOS=1.1;CM-VER=3.1;
Sat 26/02/2022 18:41:21	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-;CM-VER=3.1;
Sat 26/02/2022 19:07:53	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC= QOS=1.1;CM-VER=3.1;

[Gareth_L]

Hello Manan_Mirza

Thanks for your post 

Sorry to hear about the issues with your internet 

I did run a quick check here and the downstream levels are looking a bit out 

I can also see we have a service technician booked to come out 

Can you mention this to him and let us know how the visit goes 

Gareth_L