Intermittent internet connection

[mobie]

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?

[jbrennand]

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?

[mobie]

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?

[jbrennand]

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

[mobie]

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

1	298750000	2.2	37	256 qam	21
2	138750000	3.2	36	256 qam	1
3	146750000	2.7	36	256 qam	2
4	154750000	2.5	36	256 qam	3
5	162750000	2.5	36	256 qam	4
6	170750000	2.5	36	256 qam	5
7	178750000	2.5	36	256 qam	6
8	186750000	2.4	37	256 qam	7
9	194750000	2	37	256 qam	8
10	202750000	2	37	256 qam	9
11	210750000	1.9	37	256 qam	10
12	218750000	1.5	37	256 qam	11
13	226750000	1.5	37	256 qam	12
14	234750000	1.5	37	256 qam	13
15	242750000	1.7	37	256 qam	14
16	250750000	1.7	37	256 qam	15
17	258750000	1.9	37	256 qam	16
18	266750000	1.7	37	256 qam	17
19	274750000	1.7	37	256 qam	18
20	282750000	2	37	256 qam	19
21	290750000	2	37	256 qam	20
22	306750000	2.2	38	256 qam	22
23	314750000	2.2	38	256 qam	23
24	322750000	2.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	920	0
2	Locked	36.6	2132	0
3	Locked	36.6	3032	1278
4	Locked	36.6	3164	563
5	Locked	36.6	2906	441
6	Locked	36.6	2277	116
7	Locked	36.6	1261	0
8	Locked	37.6	873	0
9	Locked	37.6	2071	0
10	Locked	37.3	863	0
11	Locked	37.3	717	0
12	Locked	37.6	2121	1
13	Locked	37.6	784	0
14	Locked	37.3	609	0
15	Locked	37.6	672	0
16	Locked	37.6	567	0
17	Locked	37.6	656	0
18	Locked	37.6	684	0
19	Locked	37.6	549	0
20	Locked	37.6	609	0
21	Locked	37.6	855	0
22	Locked	38.6	960	0
23	Locked	38.6	864	0
24	Locked	38.6	954	0

Upstream bonded channels

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

1	25800000	44.5	5120	64 qam	5
2	32600000	44.5	5120	64 qam	4
3	39400026	44.5	5120	64 qam	3
4	46200000	46	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	700	4
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[mobie]

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 13:40:32 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:40:32 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:39:12 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:39:12 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:36:32 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:36:32 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:32:33 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:32:33 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:29:53 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:29:53 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:28:33 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:28:33 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:27:13 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:27:13 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:25:53 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:25:53 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:19:14 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:19:14 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:16:34 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0; 27/10/2021 13:16:34 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

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.

[mobie]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c076925267a711715de70e80d248c3bc5c44c29

[mobie · Accepted solution]

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)

[Chris_W1]

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.