Virgin Media Community

[VivienneK]

Since installation around six weeks ago, we have experienced intermittent broadband connection at varying times every single day. We have tried looking for local faults, running tests and resetting the hub, and nothing changes. We need to speak to someone who can take a look and fix this issue as a matter of urgency.

It impacts across all devices at various times of day and night. We've set up a Think Broadband Quality Monitor, which backs up the issue of high latency at various points throughout the day. It's important to note that speed doesn't seem to be an issue when the network is connected to the internet, the issue is around regular dropouts and connection, specifically not connecting to the wifi network but connecting to the internet once connected to the wifi network.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0e4dd11c1f9fbbd247ce686e66617c3e50...

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

[VivienneK]

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 8 40 256 qam 1
2 147000000 7.5 40 256 qam 2
3 155000000 7.1 40 256 qam 3
4 163000000 7.4 40 256 qam 4
5 171000000 7.5 40 256 qam 5
6 179000000 7.8 40 256 qam 6
7 187000000 7.9 40 256 qam 7
8 195000000 7.9 40 256 qam 8
9 203000000 7.8 40 256 qam 9
10 211000000 7.6 40 256 qam 10
11 219000000 7.8 40 256 qam 11
12 227000000 7.5 40 256 qam 12
13 235000000 7.5 40 256 qam 13
14 243000000 7.3 40 256 qam 14
15 251000000 7.3 40 256 qam 15
16 259000000 7.1 40 256 qam 16
17 267000000 7 40 256 qam 17
18 275000000 6.8 40 256 qam 18
19 283000000 6.8 40 256 qam 19
20 291000000 6.5 40 256 qam 20
21 299000000 6.6 40 256 qam 21
22 307000000 6.8 40 256 qam 22
23 315000000 7 40 256 qam 23
24 323000000 7 40 256 qam 24



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


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 33.5 5120 64 qam 6
2 46200000 33.8 5120 64 qam 8
3 39400000 33.8 5120 64 qam 9
4 53700000 33.5 5120 64 qam 7



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


General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm



Primary Downstream Service Flow
SFID 23712
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0



Primary Upstream Service Flow
SFID 23711
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort


Network Log
Time Priority Description
21/06/2021 11:30:57 notice LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 20:07:51 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 15:38:49 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 09:09:41 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 03:38:49 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 23:54:44 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 10:12:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 12:59:46 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 12:11:43 notice LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:25:53 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 08:05:27 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 07:32:38 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 17:27:33 notice LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 17:27:18 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 20:11:39 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 20:05:27 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 04:45:11 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 16:01:19 notice LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 13:47:2 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 17:07:59 notice LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Upstream power is right on the lower threshold of acceptable! - VM Staff will pick this up and need to investigate.

[VivienneK]

Sounds like a silly question but will someone from VM just eventually spot this post and crack on or is there some trick you’d advise to get someone looking at the issue?

Thanks again for your help.

[lotharmat]

Alas there is no tricks - they'll just work their way through to it! it can take a day or so!

[Hayley_S]

Hello @VivienneK.

Welcome to the community page, thank you for posting on here.

I am sorry to see that you have been having internet issues.

Can you please set up a BMQ chart and send me the link? Or a screenshot of the BMQ chart for over the next 24 hours?

Look forward to your response.

[VivienneK]

Hello, please see link below

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a521874566f61941637c6a28e503e64cb7... 

[Hayley_S]

Thank you for sharing this with me @VivienneK.

This does look healthy to me, what exact issue do you have at the moment? 

Many thanks,

[VivienneK]

Since installation around six weeks ago, we have experienced intermittent broadband connection at varying times every single day. We have tried looking for local faults, running tests and resetting the hub, and nothing changes. We need to speak to someone who can take a look and fix this issue as a matter of urgency.

It impacts across all devices at various times of day and night. We've set up a Think Broadband Quality Monitor, which backs up the issue of high latency at various points throughout the day. It's important to note that speed doesn't seem to be an issue when the network is connected to the internet, the issue is around regular dropouts and connection, specifically not connecting to the wifi network but connecting to the internet once connected to the wifi network.

A comment from a community member above suggested that our upstream stats/settings seemed at the edge of acceptable to provide a good service. Perhaps start by reading the above, where we’ve shared full hub stats, and work your way from there.

Thanks