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Shwrb
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Disconnects every night around midnight

I've been having this issue every night for approx. 3 months now. Mine will disconnect around 12:24 to 12:40am every night without fail.

I've called a few times in relation to this, first time I was asked if I've got an old CRT TV nearby to the router as this will be causing issues, call handler also tried saying maybe everyone's online around this time so that's why it disconnected, perhaps they're gaming so this is why the network can't handle it. 

I don't see how this will be causing an issue, she told me to do a pin hole reset and check if that fixes anything, I conducted a pinhole reset and that night it disconnected me again around the above mentioned time. 

I called customer service again after a wait time of totalling approx. 3hrs, in multiple calls as it kept cutting out, support over the phone doesn't seem to understand and tries to blame the issue on me as I've got too many devices connected to my router, I mentioned that around the time of disconnection I'd check twitter and I see other people posting about it. also mentioned that I've seen posts on the virgin media forums relating to this, but again tried to blame the issue on me and said everyone’s uses their network differently so cant compare it to other people, even though I said I’ve checked forums and twitter of issues. So clearly, I’m not the only one with this issue.   

Call handler said to monitor and call again if I have this issue. Honestly, I just can’t be bothered to wait on the phone for over an hour to speak to someone for 5 mins only for them to read off a script or tell me options I've already done. 

I recently had my router changed due to similar incident where I’d get disconnected, maybe 6 months ago.

I don’t know if it’s the wiring to my property that’s causing this issue or I just have to stay in this constant limbo of replacing my router every other month just so I can use the network.

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MikeRobbo
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Alessandro Volta
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Message 2 of 9
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Re: Disconnects every night around midnight

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 9
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Re: Disconnects every night around midnight

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Shwrb
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Message 4 of 9
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Re: Disconnects every night around midnight

Hello, as requested.

Please see the BQM linked below

My BQM 

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Shwrb
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Re: Disconnects every night around midnight

Downstream;

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

14027500003.538256 qam30
22027500000.937256 qam9
3210750000137256 qam10
4218750000137256 qam11
5226750000137256 qam12
6234750000137256 qam13
7242750000137256 qam14
8250750000137256 qam15
92587500001.237256 qam16
102667500001.437256 qam17
112747500001.537256 qam18
122827500001.537256 qam19
132907500001.937256 qam20
142987500002.237256 qam21
153067500002.237256 qam22
163147500002.437256 qam23
173227500002.237256 qam24
183307500002.437256 qam25
193707500003.438256 qam26
203787500003.438256 qam27
213867500003.238256 qam28
223947500003.438256 qam29
234107500003.738256 qam31
244187500003.938256 qam32



Downstream bonded channels

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

1Locked38.6420
2Locked37.6139558
3Locked37.624152
4Locked37.696824
5Locked37.64840
6Locked37.33620
7Locked37.65950
8Locked37.6500
9Locked37.3590
10Locked37.6250
11Locked37.6370
12Locked37.6220
13Locked37.3110
14Locked37.3150
15Locked37.3260
16Locked37.61850
17Locked37.34860
18Locked37.64720
19Locked38.63920
20Locked38.6431242
21Locked38.63270
22Locked38.6670
23Locked38.9740
24Locked38.91040

 

 

Upstream

Upstream bonded channels

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

13939999550.5512064 qam2
24620001049.5512064 qam1
32579998051512064 qam4
43259991251512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Shwrb
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Message 6 of 9
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Re: Disconnects every night around midnight

Configuration 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID375598
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID375597
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log,

01/01/1970 09:17:33ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 09:14:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:07:43ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:07:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:37ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:54Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 08:07:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 13:41:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 23:47:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 17:07:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 02:03:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 01:11:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 00:42:32Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 00:42:32Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 15:59:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 10:47:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 20:55:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 06:42:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 02:18:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 12:56:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Shwrb
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Message 7 of 9
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Re: Disconnects every night around midnight

Hello?

 

I am still having this issue, but customer service seems to have no clue on what to do. 

Anyone on the forum can assist me with this? 

 

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Shwrb
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Re: Disconnects every night around midnight

Hello?

I am still having this issue.

Anyone on the forum can assist me with this?

any help will be helpful

 

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MikeRobbo
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Message 9 of 9
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Re: Disconnects every night around midnight

Two of your Upstream Power Levels are maxed out and another one is knocking on the door, whether VM will see it as a problem is questionable.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

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

13939999550.5512064 qam2
24620001049.5512064 qam1
32579998051512064 qam4
43259991251512064 qam3

 


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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