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Lee1308
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Intermittent broadband

Over the last few weeks broadband keeps dropping out (6 -12 time a day), rebooting router resolves issue.

How best to resolve/diagnose the underlying problem?

Hardware Version1.03
Software VersionV2.01.12

 

Modem Initialisation Stage Status

Downstream AcquisitionLocked
Primary Frequency202750000 Hz
DHCPDone
TFTPDone
Time Of Day13:35:31 BST
SecurityBPI+
Counters T1,T2,T3,T4,Sync,Resets000,000,000,000,000,000

 

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked9202750000 Hz256 QAM0.5 dBmV 36.8 dB5386302
Locked10210750000 Hz256 QAM0.7 dBmV 37.1 dB4049279
Locked11218750000 Hz256 QAM0.8 dBmV 37.1 dB2646293
Locked12226750000 Hz256 QAM0.9 dBmV 37.1 dB1397287
Locked13234750000 Hz256 QAM0.9 dBmV 37.6 dB16531048
Locked14242750000 Hz256 QAM1.0 dBmV 37.4 dB644299
Locked15250750000 Hz256 QAM1.1 dBmV 37.6 dB553317
Locked16258750000 Hz256 QAM1.3 dBmV 37.4 dB472307

 

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked146200000 HzATDMA48.3 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked425800000 HzATDMA46.5 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked239400000 HzATDMA47.8 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked332600000 HzATDMA47.0 dBmV64QAM6400000 Hz5120 Ksym/sec

 

27/08/201911:00:31 GMT68010302DHCP WAN IP - 86.7.154.166
27/08/201910:59:43 GMT68000407TOD established
27/08/201910:59:31 GMT84000510Downstream Locked Successfully
27/08/201910:59:24 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
27/08/201910:58:54 GMT82000200No Ranging Response received - T3 time-out
27/08/201910:58:53 GMT82000200No Ranging Response received - T3 time-out
27/08/201910:58:52 GMT82000200No Ranging Response received - T3 time-out
27/08/201910:58:50 GMT82000200No Ranging Response received - T3 time-out
27/08/201910:58:49 GMT82000200No Ranging Response received - T3 time-out
27/08/201910:58:48 GMT82000200No Ranging Response received - T3 time-out
27/08/201910:58:47 GMT82000200No Ranging Response received - T3 time-out
27/08/201910:58:46 GMT82000200No Ranging Response received - T3 time-out
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jpeg1
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Message 2 of 12
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Re: Intermittent broadband

Is it dropping out equally on wired and WiFi connections? 

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Lee1308
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Re: Intermittent broadband

Yes, both wired and wireless device lose internet connectivity, local network unaffected.

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jpeg1
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Re: Intermittent broadband

Your signal levels are fine.

Set up a BQM monitor at https://www.thinkbroadband.com/broadband/monitoring/quality

This will monitor your signal and show the dropouts if they are on the incoming signal.  Let it run over a day or two and post the result here.

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Lee1308
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Re: Intermittent broadband

Monitor setup, will report results at end of the week.

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Lee1308
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Re: Intermittent broadband

Monitor has been running for a month, here are the outages.

2019-09-23_08-45-30.jpg2019-09-23_08-45-17.jpg2019-09-23_08-45-04.jpg2019-09-23_08-44-48.jpg2019-09-23_08-37-24.jpg2019-09-23_08-37-41.jpg2019-09-23_08-37-55.jpg2019-09-23_08-38-25.jpg2019-09-23_08-38-44.jpg

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Forum Team
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Re: Intermittent broadband

Hi Lee1308,

 

Thanks for posting. There's no issues that we can see but you do have hub 2ac, 

 

If you'd like us to replace this for a 3, please let us know and we can assist further.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Lee1308
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Message 8 of 12
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Re: Intermittent broadband

John_GS

What about the intermittent loss of internet connection (red lines)?

Lee

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Re: Intermittent broadband


@Lee1308 wrote:

John_GS

What about the intermittent loss of internet connection (red lines)?

Lee


Good question. 

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Re: Intermittent broadband

I can take a further look into this and order you a new hub, hopefully this will clear any of the issues that you're having with your services. 

 

Please let me know and I can look into getting a new hub and the issue that you had.

 

Regards

Steven_L

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