internet keeps dropping

[spike432]

I am using the virgin hub in modem mode and my internet keeps dropping. I  had wondered if it was my netgear7000 router but was just having a look at the logs on the modem. I have searched for some meaning to this report but cant work it out.

25/08/2021 10:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 10:12	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 03:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2021 20:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 12:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 08:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 03:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 20:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 17:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 08:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2021 11:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 20:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 15:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 09:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 09:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 09:43	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 09:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 09:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 09:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 09:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[spike432]

Could someone help on this?

[spike432]

heres an update for last 48hrs along with upstream downstream logs

26/08/2021 10:39:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 04:28:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 10:13:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 10:12:51	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	267000000	6.5	38	256 qam	17
2	275000000	6.5	38	256 qam	18
3	283000000	6.5	38	256 qam	19
4	291000000	6.8	38	256 qam	20
5	299000000	6.9	38	256 qam	21
6	307000000	7	38	256 qam	22
7	315000000	7	38	256 qam	23
8	323000000	7.1	38	256 qam	24
9	331000000	7.5	38	256 qam	25
10	339000000	6.6	38	256 qam	26
11	347000000	4.8	38	256 qam	27
12	355000000	4	38	256 qam	28
13	363000000	4.8	38	256 qam	29
14	371000000	5	38	256 qam	30
15	379000000	5	38	256 qam	31
16	387000000	4.8	38	256 qam	32
17	395000000	5	38	256 qam	33
18	403000000	4.8	38	256 qam	34
19	411000000	4.8	38	256 qam	35
20	419000000	4.5	38	256 qam	36
21	427000000	4.4	38	256 qam	37
22	435000000	4.1	38	256 qam	38
23	443000000	4	38	256 qam	39
24	451000000	3.7	38	256 qam	40

Downstream bonded channels

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

1	Locked	38.6	28	0
2	Locked	38.6	19	0
3	Locked	38.9	21	0
4	Locked	38.9	15	0
5	Locked	38.6	26	0
6	Locked	38.9	13	0
7	Locked	38.9	32	0
8	Locked	38.9	34	0
9	Locked	38.9	23	0
10	Locked	38.9	26	0
11	Locked	38.9	34	0
12	Locked	38.6	42	0
13	Locked	38.6	32	0
14	Locked	38.6	13	0
15	Locked	38.9	27	0
16	Locked	38.6	30	0
17	Locked	38.9	19	0
18	Locked	38.6	12	0
19	Locked	38.9	12	0
20	Locked	38.6	21	0
21	Locked	38.9	20	0
22	Locked	38.6	43	0
23	Locked	38.6	29	0
24	Locked	38.6	7	0

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

1	32600000	48.5	5120	64 qam	5
2	46200058	50	5120	64 qam	3
3	39400000	49.3	5120	64 qam	4
4	25800024	47.5	5120	64 qam	6

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[sophist]

nothing obvious wrong with any of hte hub data - an issue on the 6th August, but doesn’t seem to repeat much thereafter.

do you have a BQM set up? If not, worth doing… once set up, find the Live Graph and click "Create Sharing Link" - post that back here.

there was another post on the fourm today about netgear firmware causing problems, have you recently updated the f/w on your router?

[Hayley_S]

Hello @spike432,

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

I am sorry to see that your internet keeps dropping.

Can you please set up and show us your BMQ chart as advised above? Also I was unable to locate an account for you, are you the account holder?

Many thanks,

[spike432]

I'll have a look at setting a bmq chart this weekend. 

My account is under [Removed] but it wouldn't let me log in to forum so did it under my Hotmail account.

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[Gareth_L]

Hello spike432

Have you been able to set up a BQM like we asked please 

Gareth_L

[spike432]

I set bqm up yesterday but it was showing all red I have now sorted that out and will have a look over the next week and get back to you.

[spike432]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4523677b842788392a66d22c735567e7895787fc-02-09-2021

Here is the graph for today internet has gone down again. Not sure how this helps as all it shows is that there is no internet.

[spike432]

We've just reset router and all ok again

Here's latest report from modem

Time Priority Description

02/09/2021 08:39:43	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 05:38:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Am I right in saying that it all looks good from the modem and looks to be a router issue?