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greengary81
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Connectivity Drops

Ever since i renewed my virgin broadband contract about 2 months ago ive been experiencing internet connectivity drops. My setup is:

Hub 3.0

100Mbps connection (Vivid 100 Optical Fibre)

All devices affected during outage (hardwired via homeplugs as well as wifi devices)

I work from home on the computer every day so probably notice these things more than most but only in the last 2 months ive noticed drops in connectivity, ironically started the minute i put my phone down to renew, coincidence im sure?

When the internet does drop i also lose connections to my other computers as if the whole route isnt responding, maybe its auto-rebooting? Usually the internet comes back in about 10-15 minutes, somtimes quicker, sometimes longer. It happens about once a week at the moment, although when it does happen it will usually happen 2-3 times in the space of 1hr, then it will be ok after that. 

Any ideas? It just happened now, twice between 10:30ish and then again at 10:58. Logs below from 11:13.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
299000000
Locked
Ranged Upstream Channel (Hz)
25800000
Locked
Provisioning State
Online

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
fg87dsfd;kfoA,.iyewrkldJKDHSU



Primary Downstream Service Flow

SFID876
Max Traffic Rate115000000
Max Traffic Burst10000
Min Traffic Rate0



Primary Upstream Service Flow

SFID875
Max Traffic Rate6320000
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Upstream bonded channels

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

12580000050.7512016 qam8
23260000050.8512016 qam7
33940000052512016 qam6
44620000050.8512016 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

  

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greengary81
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Re: Connectivity Drops

Network Log

Time Priority Description

2018-08-30 09:33:51.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:33:51.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:34:10.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:34:11.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:55:41.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:55:41.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:56:00.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:56:01.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:56:20.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:56:21.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:56:40.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 09:56:41.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 10:00:01.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 10:00:01.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 10:00:21.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 10:00:21.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 10:00:41.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 10:00:41.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 10:01:01.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-30 10:01:01.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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greengary81
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Re: Connectivity Drops

Downstream bonded channels

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

12990000005.437256 qam21
2467000000737256 qam28
34590000007.437256 qam27
44510000007.537256 qam26
54430000007.437256 qam25
6323000000637256 qam24
73150000005.537256 qam23
83070000005.137256 qam22
92910000005.337256 qam20
102830000005.537256 qam19
112750000005.437256 qam18
122670000005.437256 qam17
13259000000537256 qam16
142510000004.937256 qam15
152430000004.437256 qam14
16235000000437256 qam13
172270000003.236256 qam12
18219000000-134256 qam11
19211000000-0.535256 qam10
202030000002.737256 qam9
211950000003.237256 qam8
221870000003.737256 qam7
23179000000437256 qam6
24171000000437256 qam5



Downstream bonded channels

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

1Locked37.31014
2Locked37.300
3Locked37.350
4Locked37.3160
5Locked37.3170
6Locked37.610
7Locked37.370
8Locked37.370
9Locked37.360
10Locked37.380
11Locked37.390
12Locked37.370
13Locked37.670
14Locked37.6200
15Locked37.370
16Locked37.3180
17Locked36.6291990
18Locked34.956918020
19Locked35.5201140
20Locked37.3220
21Locked37.6170
22Locked37.3370
23Locked37.6250
24Locked37.3340
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greengary81
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Re: Connectivity Drops

Any help with this folks? Happened again three times in the last hour.

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jbrennand
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Re: Connectivity Drops


@greengary81 wrote:

Any help with this folks? Happened again three times in the last hour.


VM staff can take up to a week to respond to all queries.  For future reference - you might get a quicker analysis of your data on the "Networking and WiFi" forum as it seems more "superusers" are on there regularly.  But dont cross-post this now (frowned upon) just habn in for someone whon can interpret the data.


--------------------
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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Static
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Re: Connectivity Drops

The SNR on a few downstream channels has dropped out of spec (recommended minimum is 36). (Those channels have a large amount of pre-RS errors too). This will result in random dropouts and reboots of the hub as it loses connection to the local segment. 

My recommendation:
Call VM support and inform them you was told via the forum that “your downstream SNR has dropped out of spec and require an engineer visit”. They can’t fix it remotely. Insist on having an engineer attend and don’t let them end the call without booking one.

The issue is extremely unlikely to get better with time.

Best of luck

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Forum Team (Retired) Nat_J
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Helpful Answer

Re: Connectivity Drops

I'm sorry to hear about this greengary81,

 

I've located your details and there is some trouble present via your equipment levels that I'd like for an engineer to investigate.

 

I've sent you a private message so that we can get this arranged.

 

Speak soon,

 

Nat_J


Who's who? Find out more about our community members. Good folk to know


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greengary81
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Re: Connectivity Drops

Problem solved, no dropouts since Nat arranged the above. 

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Forum Team
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Re: Connectivity Drops

Very glad to hear it Gary! Thanks for checking back in to let us know. 

If you have any further trouble don't hesitate to give us another shout. 👍

 

Tom_F 

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