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grahamsnelson
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router constantly needs resetting

Hi my router needs resetting almost every day since october. Ive tried the full reset on numerous occasions, i've also tried to call virgin media on numerous occasions but i just get a dead line. I read a few posts on here about too much power causing this, i just need a engineer to respond please?

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paultechy
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Re: router constantly needs resetting

Would need to check the signal levels if could go to http://192.168.0.1 or if using modem mode http://192.168.100.1 clicking router status top right or bottom of page depending on hub [no need to login - depending on hub] and if could copy/paste the downstream, upstream, network log, don't worry about the formatting we can easily read it.. try and avoid using screen shots..

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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grahamsnelson
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Re: router constantly needs resetting

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 330750000 4.9 38 256 qam 25
2 258750000 4.8 38 256 qam 16
3 266750000 4.9 40 256 qam 17
4 274750000 4.4 38 256 qam 18
5 282750000 4 38 256 qam 19
6 290750000 4.4 38 256 qam 20
7 298750000 5.3 38 256 qam 21
8 306750000 5.5 38 256 qam 22
9 314750000 5.5 38 256 qam 23
10 322750000 5.1 38 256 qam 24
11 370750000 5.5 38 256 qam 26
12 378750000 5 38 256 qam 27
13 386750000 4.4 38 256 qam 28
14 394750000 3.9 38 256 qam 29
15 402750000 4.1 38 256 qam 30
16 410750000 5 38 256 qam 31
17 418750000 5.5 38 256 qam 32
18 426750000 5 38 256 qam 33
19 434750000 4.3 38 256 qam 34
20 442750000 3.9 38 256 qam 35
21 450750000 4.3 38 256 qam 36
22 458750000 4.5 38 256 qam 37
23 466750000 4.9 38 256 qam 38
24 474750000 4.6 38 256 qam 39


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 7 0
2 Locked 38.6 13 0
3 Locked 40.3 6 0
4 Locked 38.9 14 0
5 Locked 38.9 11 0
6 Locked 38.6 17 0
7 Locked 38.6 28 0
8 Locked 38.9 9 0
9 Locked 38.6 21 0
10 Locked 38.6 24 0
11 Locked 38.9 6 0
12 Locked 38.9 17 0
13 Locked 38.6 13 0
14 Locked 38.9 17 0
15 Locked 38.9 23 0
16 Locked 38.9 23 0
17 Locked 38.9 22 0
18 Locked 38.9 22 0
19 Locked 38.9 23 0
20 Locked 38.9 22 0
21 Locked 38.6 26 0
22 Locked 38.9 7 0
23 Locked 38.6 12 0
24 Locked 38.6 1 0Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 41.5 5120 64 qam 14
2 32600014 41.5 5120 64 qam 13
3 39400000 41.5 5120 64 qam 12
4 46200000 41.5 5120 64 qam 11


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 2 0
4 ATDMA 0 0 1 0Refresh data
Network Log
Time Priority Description
26/01/2021 10:14:42 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 18:13:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 15:17:25 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 15:17:25 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 23:56:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 11:38:5 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 21:39:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 05:50:17 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 04:58:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 08:46:49 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 22:54:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 09:22:7 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 08:27:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 07:28:5 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 07:28:5 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 17:42:13 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 17:42:13 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 19:21:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 15:06:32 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 13:21:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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grahamsnelson
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Re: router constantly needs resetting

Has anyone looked at the data log?

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jbrennand
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Re: router constantly needs resetting

Yes it all looks fine.

What is happening to cause you to reboot it? What do the lights on it show/do when it happens? Is it happening on devices connected on eternet cables at the same time as on wifi ones.

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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grahamsnelson
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Re: router constantly needs resetting

Thanks for getting back to me John, its much appreciated. When the internet goes down we get a yellow light on the router and both the wifi and ethernet goes off. I have a tenda mesh wifi system plugged in to the ethernet i also have a phillips hue hub  and a netatmo heating hub, which both go down as well as the shield tv box which on ethernet.

Here is a link to the broadband choices monitor that's been running a few weeks.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/057cd82e3ccfbf2e1a700810c27c2072d84ee6cb

Thanks again for your help 

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jbrennand
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Re: router constantly needs resetting

BQM looked a bit iffy yesterday but been ok since midnight. Stats look ok - so if you are still having ethernet connection disconnects all I can suggest is the simple stuff below and then to call in and see what they say when they test the connection.

Just to clarify - what Tenda Mesh system is it and do you connect it with the Hub in Modem mode? If so where are the other ethernet cables plugged in? Are you using a "switch"?


------------------------------
First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave a few minutes

Try the pinhole rest again this way if you have been doing it differently. Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, - dont manually switch it off at any time, leave for 5’ to stabilise then reconnect your ethernet connections?

--------------------
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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grahamsnelson
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Re: router constantly needs resetting

Hi, thanks again for your help.

the mesh system is a tenda nova system and the router isn't in modem mode

the tenda just has its own network name and password and is plugged into one of the lan ports, there is no separate switch or hub.

I've done all the tests you suggested so let's see if theres any improvement.

Thanks again

Graham

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grahamsnelson
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Re: router constantly needs resetting

I've done all the tests you suggested and theres been no improvement, does anyone from virgin look at these chat's? if so can you get involved please?

 

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