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Connection problems Nov 2020

I am at my wits end. Since upgrading to 200mb my internet service has been what can only be described as 'chaotic' - cable or wifi - it is unusable and I simply can't get through to Virgin. We desperately need help as my wife and I both work from home these days.She's cabled in downstairs and I'm wifi upstairs but it's the same for both of us.

Symptoms are: continual loss of connection every few seconds. Google doesn't load, then it does then it's gone again, all within a minute. All the time the router is saying'connected, secured' but it isn't.

Sometimes it loses connection to the internet entirely, then comes back a few seconds later.

It is all very distressing and we urgently need help, does anyone here know about this sort of thing? 

We need an engineer and/or a new router but I can't get anyone to listen.

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Re: Connection problems Nov 2020

Do the lights on the hub change when the connection drops?

Post back (as text) the network, upstream and downstream logs from the hubs admin pages.

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Re: Connection problems Nov 2020

No the lights don't change, although I'm not sure if they do when the internet connection drops, I don't think I could down the stairs fast enough to check as it's only a few seconds usually.

Apart from that it looks fine but is completely unusable.

I'll post the logs in a bit.

 

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Re: Connection problems Nov 2020

Actually, this may take some time, I can't even get to the admin page at 192.168.0.1.

Sometimes it loads, after a long time, then I enter the password and ping, it won't load again.

There must be something wrong if the router won't even load its own Admin page.

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Re: Connection problems Nov 2020

The lights don't change when it loses internet connection either.

Never seen anything like this before which is why I suspect hardware failure in the router.,

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Re: Connection problems Nov 2020

I got this just before it died again while refreshing the log. Doesn't look good does it? Btw, after finally talking to an operative it seems I have a 'utilisation issue' in my area, which doesn't seem to be affecting my neighbours. Is that a thing? Time Priority Description 09/11/2020 21:05:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 19:47:18 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:01:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 18:41:54 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 17:58:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 17:32:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 17:32:11 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:25:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:25:40 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:25:40 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:25:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:25:21 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:25:21 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:25:17 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:25:17 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:24:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:24:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:24:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:24:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/11/2020 10:21:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Connection problems Nov 2020


@rbw152 wrote:

There must be something wrong if the router won't even load its own Admin page.


No, that's normal. When the router is busy doing other stuff it regularly times out trying to access the admin page, then when you do finally get in it'll tell you that somebody else is already in the admin page and you have to reboot it. 

It works much better when in modem mode however. 

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Re: Connection problems Nov 2020

Hi rbw152,

 

Thanks for posting and welcome to the community.

 

I'm really sorry for the connection issues you've been having and I completely understand the frustrations when you're trying to work from home.

 

You are impacted by a congestion issue at the moment, and this is currently being worked on by our team. The estimated fix time for this is 1st December currently.

 

The fault reference is F008150408 and whilst you can't track this yourself, you can always pop back to us on here and we'll be happy to give you an update.

 

Thanks

 

Melissa

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Re: Connection problems Nov 2020

Congestion may cause a slower than expected connection, especially at peak times, but the issues described here sound like a completely separate problem. I've never known a connection to be constantly going on and offline, and even the hub status page being difficult to access, because of congestion. 

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Re: Connection problems Nov 2020

Thanks cje85, you're right. 

rbw152 - Are you still experiencing the disconnections on both wired and wireless connections? If so, please pop back to me here and I'll look in to this further for you 🙂

 

Thank you,

 

Melissa

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