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Message 1 of 13
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Frequently disconnecting internet

Hello, my internet has been frequently disconnecting for a couple of months now. The disconnections happen randomly during the day, but more frequently at night, usually for a very short time (10-30 seconds). The lights on the Hub don't change and it doesn't seem to be restarting itself. I'm using a new Cat6e Ethernet cable (5 metres) connected directly to the hub and the connection status on my computer shows as "connected to the internet" even though the internet connection doesn't work (for example my Netflix stops, my voice call disconnects, browser doesn't load websites and gives me errors about not being connecting to the internet). The Wifi also disconnects frequently so I often just use my own mobile data instead. I was sent the latest Hub from Virgin Media several months ago with my new 200 mbps contract and I've been unable to get through to support for help about this so I thought I'd try asking in forums. Any ideas about how to fix this?

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Superfast
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Message 2 of 13
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Re: Frequently disconnecting internet

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

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Message 3 of 13
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Re: Frequently disconnecting internet

Downstream bonded channels

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

1202750000338256 qam9
2138750000338256 qam1
3146750000338256 qam2
41547500003.238256 qam3
51627500003.238256 qam4
61707500003.538256 qam5
71787500003.538256 qam6
81867500003.538256 qam7
91947500003.238256 qam8
102107500002.738256 qam10
112187500002.738256 qam11
122267500002.538256 qam12
132347500002.938256 qam13
14242750000338256 qam14
15250750000338256 qam15
162587500002.738256 qam16
172667500002.938256 qam17
182747500002.238256 qam18
192827500002.438256 qam19
202907500002.438256 qam20
212987500002.238256 qam21
223067500002.438256 qam22
233147500002.238256 qam23
243227500002.238256 qam24

 

Downstream bonded channels

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

1Locked38.617950
2Locked38.614521554
3Locked38.610491372
4Locked38.6242526
5Locked38.9171844
6Locked38.910255
7Locked38.992416
8Locked38.66626
9Locked38.9186814
10Locked38.96081368
11Locked38.99010
12Locked38.610170
13Locked38.97380
14Locked38.61430
15Locked38.91420
16Locked38.61280
17Locked38.91670
18Locked38.92590
19Locked38.93890
20Locked38.91690
21Locked38.91490
22Locked38.61110
23Locked38.92040
24Locked38.61090
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Message 4 of 13
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Re: Frequently disconnecting internet

Upstream bonded channels

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

1462000005.025512064 qam2
2537000005.1512064 qam1
3326000004.9512064 qam4
4393999904.95512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 5 of 13
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Re: Frequently disconnecting internet

Network Log

Time Priority Description

31/10/2020 23:06:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 23:05:58Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 23:05:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 16:18:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 13:04:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 23:12:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 20:53:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 20:53:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 07:51:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 07:41:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 23:29:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 16:15:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 13:50:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 10:02:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 04:15:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 03:02:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 16:15:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 13:53:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 09:01:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 04:15:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 6 of 13
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Re: Frequently disconnecting internet

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Superfast
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Message 7 of 13
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Re: Frequently disconnecting internet

Your BQM is terrible.

The power levels on your upstream channels is quite high, which could be contributing to the BQM.

You need VM to investigate further.

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Re: Frequently disconnecting internet

Thanks for getting back to me, I'm stuck holding on the phone for ages without getting through, is there another to go about contacting VM here?

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Alessandro Volta
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Message 9 of 13
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Re: Frequently disconnecting internet

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 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'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 10 of 13
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Re: Frequently disconnecting internet

Welcome to our Community Forum karens1202 and sorry about the broadband issue. I've had a look at your details using the information we have on here and can see that an engineer has visited since you last posted. Do monitor your connection and let us know if you have any more issues so we can take another look for you.

 

Thanks,

 

Lisa

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