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Welsh_Harry
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Intermittent loss of internet

Been having a few timeout issues during the past week. Total loss of connection in both wired and wireless. Tried to do a test through the website but get the "Oops something's broken" page.  Here are my logs.

23/10/2019 11:41:2ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 00:45:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 07:03:7ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:41:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:41:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:42:30criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:45:4ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:45:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:46:23Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:46:23Warning!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;
24/10/2019 08:46:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2019 13:59:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 06:24:59ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 18:35:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 19:11:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2019 03:41:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2019 04:46:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2019 07:57:44ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2019 07:57:44noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2019 03:25:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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jbrennand
Alessandro Volta
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Message 2 of 13
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Re: Intermittent loss of internet

Have you checked for “known network faults”?
As well as trying the “check service,” weblink (at the top of this forum board), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that might even not yet be listed on the Service Status web page) - that may give you more info.
If nothing shows on there call it in next time its down and see what they say when they test your connection and if possible, get a fault reference number.

You could also set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network 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 logs and in discussions with VM. Make sure you uncheck the “ignore ping from WAN side” box in the settings.

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

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Welsh_Harry
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Message 3 of 13
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Re: Intermittent loss of internet

I will install the monitor now and see how it goes.

 

Many Thanks

 

 

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DJ_Shadow1966
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Message 4 of 13
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Re: Intermittent loss of internet

Hello

It would also be useful to post the stats from Downstream and Upstream so we can have a look at your power levels.

Regards Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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Welsh_Harry
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Message 5 of 13
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Re: Intermittent loss of internet

Still having random connection drops.  Ive uploaded my upstream and downstream just after a connection loss.  The router was restarted.  

BQM -

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fc31459055f0c75392707c4a16a6ebd0687e830b

  Downstream bonded channels

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

12590000001.437256 qam16
21390000003.237256 qam1
31470000002.937256 qam2
41550000002.737256 qam3
51630000002.537256 qam4
61710000002.737256 qam5
71790000002.537256 qam6
81870000002.537256 qam7
91950000002.437256 qam8
102030000002.437256 qam9
112110000002.237256 qam10
12219000000237256 qam11
132270000001.737256 qam12
142350000001.537256 qam13
152430000001.437256 qam14
16251000000137256 qam15
172670000001.437256 qam17
182750000001.237256 qam18
192830000001.537256 qam19
202910000001.237256 qam20
212990000001.737256 qam21
223070000001.537256 qam22
233150000001.737256 qam23
243230000001.937256 qam24



Downstream bonded channels

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

1Locked37.360
2Locked37.3120
3Locked37.360
4Locked37.350
5Locked37.600
6Locked37.660
7Locked37.300
8Locked37.650
9Locked37.630
10Locked37.350
11Locked37.640
12Locked37.360
13Locked37.350
14Locked37.350
15Locked37.650
16Locked37.300
17Locked37.640
18Locked37.600
19Locked37.340
20Locked37.650
21Locked37.350
22Locked37.660
23Locked37.6180
24Locked37.300

 

Upstream bonded channels

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

1258000093.55512064 qam6
2326000073.65512064 qam5
3394000093.7512064 qam4
4461999643.85512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Welsh_Harry
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Message 6 of 13
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Re: Intermittent loss of internet

Also noticed that once connection is lost I cannot access the hub via 192.168.0.1 I get an error message :

This site can’t be reached

http://192.168.0.1/ is unreachable.

 

  • Try running Windows Network Diagnostics.
ERR_ADDRESS_UNREACHABLE
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jbrennand
Alessandro Volta
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Message 7 of 13
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Re: Intermittent loss of internet

Power levels look ok - your BQM doesn't.
Can you post your recent Network Log and most recent BQM - do the "drops" co-incide with the timeouts?

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Welsh_Harry
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Re: Intermittent loss of internet

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8339d78dedf4a99c1d7bfcad1acbe52c62060151-10-11-2019

  Network Log

Time Priority Description

23/10/2019 11:41:2ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 00:45:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 07:03:7ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:41:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:41:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:42:30criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:45:4ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:45:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:46:23Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2019 08:46:23Warning!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;
24/10/2019 08:46:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2019 13:59:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 06:24:59ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 18:35:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2019 19:11:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2019 03:41:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2019 04:46:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2019 07:57:44ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2019 07:57:44noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2019 03:25:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Forum Team
Forum Team
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Message 9 of 13
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Re: Intermittent loss of internet

 

Hi Welsh_Harry, thanks for posting.

 

I'm really sorry you've had an intermittent service.  As it has been a couple of days since you posted, can I ask how your service is working now?  Are the drops in connection impacting you with both a wired and wireless connection?

 

Also, if it's a WiFi issue, is the issue impacting you no matter where you are in regards to distance from the hub?  You can try to use our connect app this will allow you to do a full check and will resolve most WiFi issues, it can also run black spot checks and help you order boosters if needed, you can find out more here .

 

If the issues are continuing, have you checked for for any issues in you area here ?  If it confirms there are no known area faults, you can then login to test your own connection.  It will help you book a technician visit if required.

 

Please keep us posted.


Regards

 

Lee_R

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Welsh_Harry
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Message 10 of 13
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Re: Intermittent loss of internet

Hi Lee,

 

still having random dropouts,  it is affecting both wired and wireless connections.  I’m thinking it’s a hardware issue as once the connection is lost, I cannot access the hub via 192.168.0.1 on my wired connection or via the app on my iPhone.  I then have to disconnect the power and restart the hub.  I’ve tried using the fault diagnosis on the website but get the oops somethings broken message.

many thanks

Simon

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