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mobie
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Intermittent internet connection

I’m having problems with the Virgin internet. It cuts out then reconnects after a number of seconds. Very annoying if trying to listen to radio, watch internet to, etc.

below is a snapshot of the log but this is happening continually. How can this be fixed?

 


mobie_0-1635240201222.png

 

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jbrennand
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Message 2 of 10
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Re: Intermittent internet connection

Your logs image has ben rejected as it contains personal info (MAC addresses)

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What Hub model is it and what are the various Hub lights showing/doing when this happens?


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John
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I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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mobie
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Re: Intermittent internet connection

Oh I see. Thanks for responding.

the messages on the log are such as:

Critical. No Ranging Response Received- T3 Time- Out. MAC………

Critical. Unicast Ranging Received. Abort Response-initialising. MAC……..

The hub is 3.0 connected to an Eero system in modem mode and experienced when listening to Wi-Fi connected devices such as Alexa and Google sound bar listening to the radio.

 

does this help?

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jbrennand
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Message 4 of 10
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Re: Intermittent internet connection

Not really 🙂 what are the Hub lights doing ?

But, post up the full data set like this and we should be able to see any obvious connection issues.
_______________________________________________________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up dont login - just click on the “router status” icon/text at bottom-middle of the Login page and then just "copy/paste" the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page.

Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - or if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. And if character limits are “exceeded” - just split into two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
mobie
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Re: Intermittent internet connection

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

12987500002.237256 qam21
21387500003.236256 qam1
31467500002.736256 qam2
41547500002.536256 qam3
51627500002.536256 qam4
61707500002.536256 qam5
71787500002.536256 qam6
81867500002.437256 qam7
9194750000237256 qam8
10202750000237256 qam9
112107500001.937256 qam10
122187500001.537256 qam11
132267500001.537256 qam12
142347500001.537256 qam13
152427500001.737256 qam14
162507500001.737256 qam15
172587500001.937256 qam16
182667500001.737256 qam17
192747500001.737256 qam18
20282750000237256 qam19
21290750000237256 qam20
223067500002.238256 qam22
233147500002.238256 qam23
243227500002.238256 qam24



Downstream bonded channels

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

1Locked37.69200
2Locked36.621320
3Locked36.630321278
4Locked36.63164563
5Locked36.62906441
6Locked36.62277116
7Locked36.612610
8Locked37.68730
9Locked37.620710
10Locked37.38630
11Locked37.37170
12Locked37.621211
13Locked37.67840
14Locked37.36090
15Locked37.66720
16Locked37.65670
17Locked37.66560
18Locked37.66840
19Locked37.65490
20Locked37.66090
21Locked37.68550
22Locked38.69600
23Locked38.68640
24Locked38.6954

0

 

Upstream bonded channels

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

12580000044.5512064 qam5
23260000044.5512064 qam4
33940002644.5512064 qam3
44620000046512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA007004
2ATDMA0010
3ATDMA0000
4ATDMA0000
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mobie
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Message 6 of 10
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Re: Intermittent internet connection

network log with MAC addresses removed.

 

The hub 3.0 has a red light on the front and a green flashing light on the back.

 

 

 


Network Log

Time Priority Description

   
  

Network Log

Time Priority Description
27/10/2021 13:40:32criticalNo Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:40:32criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:39:12criticalNo Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:39:12criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:36:32criticalNo Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:36:32criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:32:33criticalNo Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:32:33criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:29:53criticalNo Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:29:53criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:28:33criticalNo Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:28:33criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:27:13criticalNo Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:27:13criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:25:53criticalNo Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:25:53criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:19:14criticalNo Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:19:14criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:16:34criticalNo Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
27/10/2021 13:16:34criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
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jbrennand
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Message 7 of 10
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Re: Intermittent internet connection

That looks worrying - 700 T3 errors is a disaster! Post up the BQM link as requested.

Then can you check  for “known network faults”.  Try the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.  see if anything shows on those two

Then.... can you start from a blank sheet and do this.
____________________________________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly) you have a problem (noise) that only a Tech visit will sort.


--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
mobie
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Re: Intermittent internet connection

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c076925267a711715de70e80d248c3bc5c44c29
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mobie
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Re: Intermittent internet connection

Thanks John

I’ll go through the process you have outlined in a moment. But as an update I dialled the 0800 number and they said there was a problem in my postcode area with intermittent broadband and TV and engineers are trying to fix it but it is a complex issue and may take a little time. ( I’ve had this problem for a few days already)

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Chris_W1
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Re: Intermittent internet connection

Hi mobie, thanks for the message and sorry to hear that there is an issue with the service. I have looked into this for you and can see that there is high congestion in the area and this is due to be resolved on the 31st January. ^Chris. 

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