Menu
Reply
s71rl2
  • 49
  • 0
  • 3
On our wavelength
221 Views
Message 1 of 12
Flag for a moderator

4-5 times daily disconnections (wired and wifi)

Frequently throughout the day the wired PC's and devices linked by WIFI show no connection, this begun Thursday morning.

Using the "Virgin Media What do you lights mean" would suggest everything is fine.

When this just happened I tried to login to the SH2 to get the network logs but was unable to on a wired device! It was only after restarting the SH2 and all connectivity had resumed that I was able to login and get the details.

(I will create a BQM monitor today to track going forward)

Network Log

First TimeLast TimePriorityError NumberDescription
26/09/2021 12:37:06 GMT26/09/2021 12:37:06 GMTError (4)68010302DHCP WAN IP - XX.XX.XX.XXX
26/09/2021 12:36:13 GMT26/09/2021 12:36:13 GMTWarning (5)66050310Auth Success - Web login successful.
26/09/2021 12:36:03 GMT26/09/2021 12:36:03 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
26/09/2021 12:34:20 GMT26/09/2021 12:34:20 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/2021 12:33:52 GMT26/09/2021 12:33:52 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/2021 12:33:30 GMT26/09/2021 12:33:30 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/2021 12:31:28 GMT26/09/2021 12:31:28 GMTWarning (5)84020200Lost MDD Timeout
26/09/2021 12:31:28 GMT26/09/2021 12:31:28 GMTWarning (5)84020200Lost MDD Timeout
26/09/2021 12:31:28 GMT26/09/2021 12:31:28 GMTWarning (5)84020200Lost MDD Timeout
26/09/2021 12:31:27 GMT26/09/2021 12:31:27 GMTWarning (5)84020200Lost MDD Timeout
26/09/2021 12:31:27 GMT26/09/2021 12:31:27 GMTWarning (5)84020200Lost MDD Timeout
26/09/2021 12:31:27 GMT26/09/2021 12:31:27 GMTWarning (5)84020200Lost MDD Timeout
26/09/2021 12:31:27 GMT26/09/2021 12:31:27 GMTWarning (5)84020200Lost MDD Timeout
26/09/2021 12:31:27 GMT26/09/2021 12:31:27 GMTWarning (5)84020200Lost MDD Timeout
26/09/2021 12:31:22 GMT26/09/2021 12:31:22 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
26/09/2021 12:31:21 GMT26/09/2021 12:31:21 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)5.475.545.525.585.645.475.335.38
RxMER (dB)38.2638.2638.2638.2639.4038.9839.4039.40
Pre RS Errors356316308301320294301290
Post RS Errors320293299288308279284287

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2341
Frequency (Hz)39400000326000002580000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation16QAM16QAM16QAM16QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)46.2546.0046.0046.50
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
0 Kudos
Reply
jbrennand
  • 26.34K
  • 2.69K
  • 4.88K
Very Insightful Person
Very Insightful Person
209 Views
Message 2 of 12
Flag for a moderator
Helpful Answer

Re: 4-5 times daily disconnections (wired and wifi)

All stats look OK except Upstream qams are all at 16 that may be the issue - network logs tell another story. See link below for pointers to what they mean (should be same on your older Hub)

The BQM will be useful data to see - post the link to "share live graph" as soon as

https://community.virginmedia.com/t5/Speed/Hub-status-data-understanding-network-log-messages/td-p/4...


--------------------
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.
s71rl2
  • 49
  • 0
  • 3
On our wavelength
197 Views
Message 3 of 12
Flag for a moderator

Re: 4-5 times daily disconnections (wired and wifi)

Thank you @jbrennand

Here is the link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3adc618063924db840f001ba8e92458cfd...

 

Also same thing just happened, this time I went to the 2 wired PC's and the WiFi PC and could not access the SH2 on any, yet the lights were blue from bottom to top.

26/09/202113:25:14 GMT66050310Auth Success - Web login successful.
26/09/202113:22:12 GMT68010302DHCP WAN IP - XX.XX.XX.XXX
26/09/202113:21:12 GMT68000407TOD established
Time Not EstablishedTime Not Established84000510Downstream Locked Successfully
26/09/202113:18:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:18:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:18:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:18:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:14:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:14:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:14:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:14:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:10:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:10:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:10:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:10:07 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:05:38 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:05:15 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
26/09/202113:02:55 GMT84020200Lost MDD Timeout

 

0 Kudos
Reply
jbrennand
  • 26.34K
  • 2.69K
  • 4.88K
Very Insightful Person
Very Insightful Person
190 Views
Message 4 of 12
Flag for a moderator

Re: 4-5 times daily disconnections (wired and wifi)

I will flag for a VM person to come and comment here

--------------------
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.
Tom_F
  • 4.01K
  • 237
  • 520
Forum Team
Forum Team
179 Views
Message 5 of 12
Flag for a moderator

Re: 4-5 times daily disconnections (wired and wifi)

Hi s71rl2, thanks for getting in touch.

 

Sorry to hear about the connection issues you've had. Thanks for flagging @jbrennand.

 

I've taken a look from here and it's a strange one, everything appears to be fine but I appreciate the hub logs tell a different story.

 

I'd like to double check a couple more details via PM but in all likelihood we'll need to arrange a visit from an engineer to check things over. Please look out for the purple envelope icon and we'll take it from there. 

 

Tom 

0 Kudos
Reply
s71rl2
  • 49
  • 0
  • 3
On our wavelength
170 Views
Message 6 of 12
Flag for a moderator

Re: 4-5 times daily disconnections (wired and wifi)

Thank Tom, it's actually driving me mad because everything is perfect, everyone is enjoying fast speeds, even on Wifi, multiple people gaming watching Netflix etc all at the same time, and then out the blue everyone slowly congregates downstairs around the SH2 as their kicked from games and TV shows stop.

After the reboot its back to a very good service for a few more hours.

0 Kudos
Reply
Tom_F
  • 4.01K
  • 237
  • 520
Forum Team
Forum Team
166 Views
Message 7 of 12
Flag for a moderator

Re: 4-5 times daily disconnections (wired and wifi)

Thanks for getting back to me @s71rl2. I still can't see what might be causing this so I've booked a visit for the day requested - you'll find confirmation of the appointment via your online account (virg.in/myVM) and can reschedule from there if needed. Please keep us updated with how you get on.

 

Tom 

0 Kudos
Reply
jbrennand
  • 26.34K
  • 2.69K
  • 4.88K
Very Insightful Person
Very Insightful Person
160 Views
Message 8 of 12
Flag for a moderator

Re: 4-5 times daily disconnections (wired and wifi)

Its an old SH2 - may be in its death throws. First thing would be to swap it out for a replacement.

However as we are currently residing in the great VM Hub shortage of 2021.... you might have to make do with a refurbished unit and that could be an SH2 or Hub3. If you get a Tech visit - that's the first thing they will do.

One thing you could try is sticking it into modem mode and use your own router and wireless equipment. Easy "test" if you already have it - if not £40-100 will sort it and be a quantum leap better - even if you do get a Hub swap 🙂

Or to see if modem mode cures it - just plug a laptop into it when in modem mode and see if you get a good and stable connection - there will be no wifi connectivity at that time so you might have to choose your "test window" judiciously 🙂

--------------------
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.
s71rl2
  • 49
  • 0
  • 3
On our wavelength
150 Views
Message 9 of 12
Flag for a moderator

Re: 4-5 times daily disconnections (wired and wifi)

Thanks again .@jbrennand 

Prior to issues beginning I was in modem mode using an Asus Rt-AC88U with a Home Mesh extender on the second floor - also because of work I also have an unmanaged Netgear GS305Pv2 with PoE for my VOIP phone and also the additional ports for the random other devices I need to plug in (payment terminals)

This had been my set up (albeit with an older switch till last 6-9 months) for maybe 4 or 5 years.

When it all started going wrong the first thing I did was remove all of this and just go back to the SH2 in "normal" mode and this hasn't made a difference.

0 Kudos
Reply
jbrennand
  • 26.34K
  • 2.69K
  • 4.88K
Very Insightful Person
Very Insightful Person
143 Views
Message 10 of 12
Flag for a moderator

Re: 4-5 times daily disconnections (wired and wifi)

OK sounds like a Hub swap will be needed - I am sure that will be the first thing the Tech does - if not - be sure to "encourage" them to do that.... tea & biscuits 🙂

--------------------
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.