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sandelben
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internet keep dropping out

hello my internet keeps dropping out i had 3 time out on my hub reset it still doing it not sure why 

 

Acquired Downstream Channel (Hz)
387000000
Locked
Ranged Upstream Channel (Hz)
60299942
Locked
Provisioning State
Online
13870000002.238256 qam32
2203000000438256 qam9
32110000003.738256 qam10
42190000003.538256 qam11
52270000003.238256 qam12
6235000000338256 qam13
72430000002.938256 qam14
82510000002.938256 qam15
92590000002.738256 qam16
102670000002.738256 qam17
112750000002.738256 qam18
122830000002.738256 qam19
132910000002.538256 qam20
142990000002.538256 qam21
153070000002.538256 qam22
163150000002.438256 qam23
173230000002.438256 qam24
183310000002.538256 qam25
193390000002.738256 qam26
203470000002.738256 qam27
213550000002.738256 qam28
223630000002.740256 qam29
233710000002.538256 qam30
243790000002.438256 qam31



Downstream bonded channels

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

1Locked38.91542
2Locked38.61447
3Locked38.91141
4Locked38.918104
5Locked38.62336
6Locked38.91548
7Locked38.61140
8Locked38.91445
9Locked38.91835
10Locked38.91063
11Locked38.92050
12Locked38.9842
13Locked38.91442
14Locked38.62539
15Locked38.91534
16Locked38.91450
17Locked38.61143
18Locked38.91533
19Locked38.61936
20Locked38.921131
21Locked38.63343
22Locked40.31139
23Locked38.92538
24Locked38.921122
16029994249512064 qam1
23939999647.5512064 qam4
34619999647.5512064 qam3
45369998349512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

22/04/2021 18:08:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/04/2021 15:26:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/04/2021 12:19:50noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/04/2021 12:19:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/04/2021 03:58:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2021 20:58:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2021 20:58:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2021 16:32:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2021 16:25:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/04/2021 18:47:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/04/2021 09:00:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/04/2021 17:16:27noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/04/2021 16:17:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/04/2021 14:04:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/04/2021 12:40:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/04/2021 08:14:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/04/2021 15:43:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/04/2021 15:40:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/04/2021 21:48:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/04/2021 21:47:27Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

ben
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jbrennand
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Re: internet keep dropping out

Have you checked first for “known network faults” first?

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. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

Also, in the meantime... If you haven’t already, set up a free and secure “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.
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Corey_C
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Re: internet keep dropping out

Thanks for your post and for reaching out to the Community Forums, sandelben

 

Sorry to hear that you have been having connection issues with your broadband. I have been running some remote diagnostics which has confirmed some errors with your connection. I have set up an engineer’s visit for you which you will be able to view from your online account here.

 

Cheers,

Corey C

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sandelben
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Re: internet keep dropping out

hello I look on my account there nothing there no appointment at all 

ben
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Corey_C
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Re: internet keep dropping out

Thanks for your reply, Apologies, sometimes it can take up to an hour to load. If it doesn't show then I can PM you the date and time. 

 

Cheers,

Corey C

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sandelben
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Re: internet keep droppi7ng out

 hello i spoke to a virgin media agent and there no apppitment bopk on my account can you check please thank ben 

ben
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Corey_C
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Re: internet keep droppi7ng out

That is strange. I'll send you a private message to confirm your account details.

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