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Fazzer
On our wavelength
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Message 1 of 16
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Internet Drops

Over the last weekend and throughout today my internet connection has been dropping for a few minutes then coming back and working again, just when it seems to be resolved and working as normal again, Bam the Hub is flashing and the internet is gone again!

Can anyone offer me any advice on this, I've already reset my Hub (pinhole for counted 45), checked the cables are all secure and tried used just the hub without my router in the way.

 

Any help appreciated.

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jbrennand
Alessandro Volta
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Message 2 of 16
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Re: Internet Drops

Post up your Hub/network connection details and someone will check to see if there is a problem there. 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 [there should be no need to login if you have done so before] click on the “router status” icon at top right or the text at bottom middle - of first page up (depending on which hub you have) and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, & network logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you.

--------------------
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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Fazzer
On our wavelength
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Message 3 of 16
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Re: Internet Drops

Here's What i got:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 -10.5 33 256 qam 21
2 138750000 -6.7 33 256 qam 1
3 146750000 -7 32 256 qam 2
4 154750000 -7.4 31 256 qam 3
5 162750000 -7.7 31 256 qam 4
6 170750000 -8 31 256 qam 5
7 178750000 -8.5 33 256 qam 6
8 186750000 -8.7 32 256 qam 7
9 194750000 -9.2 32 256 qam 8
10 202750000 -9.7 33 256 qam 9
11 210750000 -10 33 256 qam 10
12 218750000 -10.5 28 256 qam 11
13 226750000 -10.9 29 256 qam 12
14 234750000 -11.2 31 256 qam 13
15 242750000 -10.9 32 256 qam 14
16 250750000 -10.2 33 256 qam 15
17 258750000 -9.7 34 256 qam 16
18 266750000 -9.9 35 256 qam 17
19 274750000 -10 34 256 qam 18
20 282750000 -10.2 32 256 qam 19
21 290750000 -10.4 33 256 qam 20
22 306750000 -10.7 34 256 qam 22
23 314750000 -10.7 35 256 qam 23
24 322750000 -11 35 256 qam 24

 

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 33.8 47519 0
2 Locked 33.9 1010097 365
3 Locked 32.3 1235094 0
4 Locked 31.3 4303397 0
5 Locked 31.3 9841110 0
6 Locked 31.9 8079322 14840
7 Locked 33 103965 0
8 Locked 32.6 109441 0
9 Locked 32.5 4865758 1
10 Locked 33.8 2656063 1
11 Locked 33 86765 0
12 Locked 28.6 27370955 1026
13 Locked 29.3 27919730 11420
14 Locked 31.6 28387112 67453
15 Locked 32.2 22735445 1688
16 Locked 33.3 7108998 0
17 Locked 34.9 1022 0
18 Locked 35 92 0
19 Locked 34.9 86 0
20 Locked 32.9 79002 0
21 Locked 33.4 11465 0
22 Locked 34.3 4779 0
23 Locked 35 78 0
24 Locked 35 113
0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25799974 4.95 5120 64 qam 12
2 32600007 4.95 5120 64 qam 11
3 39400000 4.95 5120 64 qam 10
4 46200012 5.1 5120 64 qam 9

 

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0


Network Log
Time Priority Description
07/07/2019 18:32:32 Warning! RCS Partial Service;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
07/07/2019 18:41:42 Error Service Change Response rejected - Invalid transaction ID;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
07/07/2019 18:57:24 Warning! RCS Partial Service;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
07/07/2019 19:11:46 Error Service Change Response rejected - Invalid transaction ID;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
07/07/2019 19:20:59 Warning! RCS Partial Service;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
07/07/2019 19:27:54 Error Service Delete Response rejected - Invalid Transaction;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
07/07/2019 19:36:28 Warning! RCS Partial Service;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 09:23:10 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 09:23:10 Warning! RCS Partial Service;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 09:23:10 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 09:23:14 Warning! Lost MDD Timeout;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 09:24:4 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 09:24:11 Warning! RCS Partial Service;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 09:26:11 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 09:38:53 critical No Ranging Response received - T3 time-out;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 09:49:49 Warning! RCS Partial Service;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 17:17:30 critical No Ranging Response received - T3 time-out;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 17:25:38 Warning! RCS Partial Service;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 17:28:8 critical No Ranging Response received - T3 time-out;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 17:32:39 Warning! RCS Partial Service;CM-MAC=<mac removed>;CMTS-MAC=<mac removed>;CM-QOS=1.1;CM-VER=3.0;

 

I typically run in modem mode, but yesterday tried running in full router mode with no diffrence.

If you guys need any more info let me know.

And thanks for the quick reply 🙂

 

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jbrennand
Alessandro Volta
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Message 4 of 16
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Helpful Answer

Re: Internet Drops

A superuser will comment soon but you have problems on the connections. All of your downsteam channels have power levels and signal noise ratios that are of of range, upstream levels are high too.
You will need at least a visit from a technician to attend to it.

--------------------
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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Fazzer
On our wavelength
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Message 5 of 16
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Re: Internet Drops

Well thats sounds problematic, so should I be calling them to arrange someone to come and look at my connection?

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jbrennand
Alessandro Volta
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Message 6 of 16
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Re: Internet Drops

Yes if you call in and cite the data they should sort a technician visit. It can be bit dependent on the individual agent if they check your connection at a time its ok. If you wait on here someone might flag for a VM person to pick it up - or in a day or two they will get the thread and sort you. But a call in is a good start. Tell them downstream power levels are ALL well below the recommended minimum of -6dBmV and SNR's are nearly all below 34dB.

--------------------
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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Very Insightful Person
Very Insightful Person
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Message 7 of 16
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Re: Internet Drops

@Fazzer Have you called VM and managed to get a technician visit booked?  If not I'll see if I can get you some help from the forum team.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, Vivid 200 Optical fibre with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

Use Kudos to say thanks

 

Mark as Helpful Answer if I've helped

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Fazzer
On our wavelength
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Message 8 of 16
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Re: Internet Drops

Been in work so not had a chance to get on the phone, some help through forums would be greatly appreciated.

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Fazzer
On our wavelength
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Message 9 of 16
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Re: Internet Drops

Further to the reply's above, I've not had many issue's today (or so my partner tells me), but it has disconnected twice this evening while I have been home.

Logs:

Spoiler

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 -8.2 37 256 qam 21
2 138750000 -5 37 256 qam 1
3 146750000 -5.2 37 256 qam 2
4 154750000 -5.4 38 256 qam 3
5 162750000 -5.7 37 256 qam 4
6 170750000 -6 38 256 qam 5
7 178750000 -6.5 38 256 qam 6
8 186750000 -6.7 37 256 qam 7
9 194750000 -7.2 37 256 qam 8
10 202750000 -7.5 37 256 qam 9
11 210750000 -8 37 256 qam 10
12 218750000 -8.5 37 256 qam 11
13 226750000 -9 37 256 qam 12
14 234750000 -9.4 37 256 qam 13
15 242750000 -9.2 37 256 qam 14
16 250750000 -8.5 37 256 qam 15
17 258750000 -7.9 38 256 qam 16
18 266750000 -8 38 256 qam 17
19 274750000 -8.2 38 256 qam 18
20 282750000 -8.4 38 256 qam 19
21 290750000 -8.4 38 256 qam 20
22 306750000 -8.5 38 256 qam 22
23 314750000 -8.7 38 256 qam 23
24 322750000 -8.7 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 22 0
2 Locked 37.6 74 0
3 Locked 37.6 69 0
4 Locked 38.6 96 0
5 Locked 37.6 43 0
6 Locked 38.6 68 974
7 Locked 38.6 105 0
8 Locked 37.6 45 0
9 Locked 37.6 34 0
10 Locked 37.6 80 0
11 Locked 37.3 67 0
12 Locked 37.3 43 0
13 Locked 37.6 88 0
14 Locked 37.3 71 0
15 Locked 37.6 29 0
16 Locked 37.6 51 0
17 Locked 38.6 43 0
18 Locked 38.6 12 0
19 Locked 38.6 19 0
20 Locked 38.6 28 0
21 Locked 38.6 29 0
22 Locked 38.6 32 0
23 Locked 38.6 38 0
24 Locked 38.6 21 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 4.8 5120 64 qam 12
2 32600000 4.95 5120 64 qam 11
3 39400000 4.95 5120 64 qam 10
4 46200000 4.95 5120 64 qam 9


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
Network Log
Time Priority Description
09/07/2019 21:25:43 Warning! RCS Partial Service;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:25:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:25:48 Warning! Lost MDD Timeout;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:25:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:25:49 Warning! Lost MDD Timeout;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:2 Warning! RCS Partial Service;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:4 Warning! RCS Partial Service;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:5 Warning! RCS Partial Service;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:6 Warning! RCS Partial Service;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:7 Warning! RCS Partial Service;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:13 Warning! Lost MDD Timeout;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:21 Warning! RCS Partial Service;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:22 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 21:26:22 Warning! RCS Partial Service;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;
09/07/2019 17:27:56 critical No Ranging Response received - T3 time-out;CM-MAC=<MAC REMOVED>;CMTS-MAC=<MAC REMOVED>;CM-QOS=1.1;CM-VER=3.0;

 

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jbrennand
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Message 10 of 16
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Re: Internet Drops

Most of your downstream channels power levels are still too low - you still need a techy visit

--------------------
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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