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Connection Drop outs

Hi, every few days I seem to be experiencing connection drop outs which I know are not WIFI related as its effects server I have connected via network cable to the VM router and this also gets disconnected from the internet.  My setup is as follows:

VM router broadcasting and only Sky Q is connected to this wifi network.  I also have BT Whole Home Mesh Discs connected to the VM router via network cable and broadcasting a wifi network that everything else uses.

Reason for this setup is that I had big issues with just the VM router and when I let BT discs manage the wifi connections, my issues were resolved and deadspots lost.  I had issues putting VM router in to modem mode so originally just stopped it broadcasting, however I then had issues with Sky Q on the BT discs as according to the Sky engineers, the Q boxes don't work so well on a mesh network.  Hence switching the broadcast back on and connecting only Sky to this.

Having some trouble pasting my downstream, upstream and log as its saying im breaching the 20k characters... i'll paste in a separate comment.

I've seen some similar posts suggesting the power levels are an issue, but if anyone has any other suggestions i'm open to trying other things such as changing my setup.

Thanks!

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Re: Connection Drop outs

DOWNSTREAM

12987500000.737256 qam21
2138750000036256 qam1
3146750000-0.237256 qam2
4154750000037256 qam3
5162750000037256 qam4
6170750000037256 qam5
7178750000037256 qam6
8186750000037256 qam7
9194750000-0.237256 qam8
10202750000-0.437256 qam9
11210750000-0.737256 qam10
12218750000-137256 qam11
13226750000-137256 qam12
14234750000-0.737256 qam13
15242750000-0.237256 qam14
16250750000-0.237256 qam15
17258750000-0.237256 qam16
18266750000037256 qam17
19274750000037256 qam18
202827500000.237256 qam19
212907500000.237256 qam20
22306750000137256 qam22
23314750000137256 qam23
243227500000.737256 qam24

 

1Locked37.6960
2Locked36.6670
3Locked37.3450
4Locked37.6520
5Locked37.6380
6Locked37.3510
7Locked37.3330
8Locked37.6200
9Locked37.6120
10Locked37.3230
11Locked37.3430
12Locked37.3670
13Locked37.6580
14Locked37.3570
15Locked37.6470
16Locked37.6780
17Locked37.3770
18Locked37.3880
19Locked37.3940
20Locked37.6910
21Locked37.3930
22Locked37.31020
23Locked37.61140
24Locked37.31260

 

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Message 3 of 25
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Re: Connection Drop outs

UPSTREAM

1326000003.875512064 qam13
2394000073.875512064 qam12
3461999573.875512064 qam11
4536999984.025512064 qam10

 

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Connection Drop outs

LOG

22/12/2019 17:29:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 00:26:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 02:02:51ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 06:58:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 17:46:27ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 09:30:6ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 09:30:6noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 16:04:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2020 17:50:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2020 21:34:7ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2020 21:34:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2020 04:45:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2020 20:25:20ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2020 04:13:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2020 06:32:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2020 06:34:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2020 11:36:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2020 16:39:37ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2020 16:39:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2020 14:28:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Message 5 of 25
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Re: Connection Drop outs

Power levels seem ok - someone else will comment on the logs.

In the meantime set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network 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. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.

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

--------------------
John
--------------------

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 6 of 25
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Re: Connection Drop outs

Thanks John, I did that at the same time I started the post but the information on there is a bit sparse just now. Need a few drop outs and then i'll paste the details.

Thank you for checking the power levels 🙂
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Message 7 of 25
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Re: Connection Drop outs

I had a large drop out yesterday for a few hours whilst I was out of the house.  What is strange about this particular one is that my server connected via ethernet to the router was still accessible??  I had to reboot the VM Hub 3 router to get it all back up and running.  I don't have anything in the network log for this date or time.

I checked the log again this morning and overnight I see the following lines:

SW download Successful - Via NMS

SW Download INIT - Via NMS

I Googled them and it looks like these are direct updates to my router?  Is that right?  or could it simply be a general patch of some sort?  I'm just wondering is VM are aware of the issue and trying to fix remotely?

One other last thing, I did a diagnostics on the VM router and all it said was the telephone line was not working... which it actually is.

Below is a link to the screenshot of the monitor:

Monitor 

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Message 8 of 25
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Re: Connection Drop outs

Thank you for your post Brevhead and sorry to hear you're experiencing some broadband issues.

 

As Jbrennand has helpfully advised the power levels look in the correct levels on your post. 

 

Could we please confirm if you've currently got your Hub in router mode? If so have you performed a pin hole reset and if so, did this improve your service? 

Is this happening through both wired and wireless devices? Does your Hub lights change when these drop outs occur? Have you also tried to unplug and resit the cables into the Hub to ensure these are secure? 

 

Let us know how these go. 

 

Thank you, Emily.

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Message 9 of 25
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Re: Connection Drop outs

Hi Emily

Thanks for coming back to me.  The hub is in router mode and I have not performed a pin hole reset, but have switched it off and on again a number of times.  I assume the pin hole reset would lose all setup details and config such as port forwarding etc ?  

I had another large drop out yesterday and a shorter one this morning.

I spoke with Vm customer services who said they would send me a new hub but i'm a) not convinced they put the request through as I have received no email confirmation and b) not convinced it will help, but will give it a go if it ever comes through.

Is there anything else that can be checked from your end?  or is the hub pin reset, power levels and new hub all that can be done before an engineer visit?

I have someone from BT calling today to discuss switching as I work from home and cannot keep putting up with these continuing drop outs.

Thanks

Luke

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Message 10 of 25
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Re: Connection Drop outs

Thank you for the information Luke, if the team have sent a replacement Hub then this should be the best fix for it if they went through all their tests prior to this. 

 

In regards to working from home, if you have our Homeworks package then we can send a next day engineer appointment and include some other helpful offers for someone who works from home. I don't want this to sound too much like a sales pitch as I do understand you're currently experiencing a fault and this may only help in future so I'll include a link to more information on this here for you. 

 

If you can please replace the Hub with the replacement when this arrives within 3-5 working days from the request and keep us updated on how this goes.

 

Thank you, Emily.

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