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MB9
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Internet Dropping

Hi,

I've had Virgin for about 1 month. The internet speed seems good but the connection seems to keep dropping. This happens mainly when I'm on video calls on my laptop, it doesn't disconnect completely but sort of freezes and I get no video or sound for around 10 seconds or so then it resumes. This is across multiple programmes e.g. on both teams / zoom etc. Also happens on my phone when using wifi audio calls, it seems like the call has cut off and no sound then picks up again after around 5 seconds. This is happening every 10mins or so when on video calls and more frequently on my phone (which is rather frustrating as miss key parts of conversations!) Have tried all the troubleshooting on virgin website, resetting router etc, checking cables. Had no issues at my previous address with different internet supplier. Thanks for any help! 

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Andrew-G
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Re: Internet Dropping

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  

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MB9
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Re: Internet Dropping

Thanks for your reply, when I click on the link it says 404 not found? 

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Z92
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Message 4 of 12
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Re: Internet Dropping

Don't click on the link, type it into your browser instead.

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Re: Internet Dropping

 
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1402750000-4.435256 qam30
2202750000-0.438256 qam9
3210750000-0.938256 qam10
4218750000-1.237256 qam11
5226750000-1.232256 qam12
6234750000-133256 qam13
7242750000-134256 qam14
8250750000-132256 qam15
9258750000-1.537256 qam16
10266750000-1.738256 qam17
11274750000-1.738256 qam18
12282750000-237256 qam19
13290750000-1.734256 qam20
14298750000-1.737256 qam21
15306750000-1.435256 qam22
16314750000-237256 qam23
17322750000-2.535256 qam24
18330750000-3.433256 qam25
19370750000-337256 qam26
20378750000-3.437256 qam27
21386750000-4.436256 qam28
22394750000-4.535256 qam29
23410750000-3.938256 qam31
24418750000-3.538256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked35.7510
2Locked38.990
3Locked38.9190
4Locked37.61550
5Locked32.31800540
6Locked331483560
7Locked34.326860
8Locked32.6188050
9Locked37.3360
10Locked38.6220
11Locked38.6170
12Locked37.3240
13Locked34.419790
14Locked37.3220
15Locked35.5300
16Locked37.3410
17Locked35.5650
18Locked33.3579470
19Locked37.390
20Locked37.3230
21Locked36.6360
22Locked353170
23Locked38.6150
24Locked38.6150
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Re: Internet Dropping

 
 
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16029998645.3512064 qam1
23939998843.8512064 qam4
34620002445.3512064 qam3
45370000045.3512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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MB9
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Re: Internet Dropping

 
 
 
Network LogTime Priority Description
17/06/2021 13:43:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 13:42:44Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 05:15:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:02:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:02:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 21:55:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 23:02:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 23:02:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 14:41:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 11:02:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 11:02:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 12:39:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 23:02:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 23:02:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 00:30:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 11:02:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 11:02:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 14:42:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 23:02:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 23:02:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Re: Internet Dropping

Downstream SNR's too low on some channels.  I'll mark for the forum staff, they can advise on next steps and book a technician if that's needed.

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MB9
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Re: Internet Dropping

Thank you so much! 

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Paulina_Z
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Re: Internet Dropping

Hi @MB9,

 

Welcome to our Community Forum! Thank you for your post, and I'm sorry to hear that you're experiencing some connection issues at home!

 

Thank you to @Andrew-G for helping identify the issue. From what I can see on the system at the moment, there are some downstream power level issues active on your account. It will need a technician appointment to have this resolved.

 

Before I can book the appointment, I will need to confirm a few details with you. Please keep an eye out for a purple envelope at the top right corner of your forum page. I will be in touch soon.

 

Thanks! 🙂

Paulina_Z
Forum Team



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