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krish222
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Internet drops

My Virgin broadband connection keeps dropping. Have done the usual troubleshoting like resetting and factory resetting the modem and checkd the cables. Yet, the WiFi is good but the internet keeps dropping. I noticed the following logs on the device.

Network Log

Time Priority Description

01/05/2021 22:10:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 22:52:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 13:00:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 13:00:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 03:46:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 01:00:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 01:00:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 18:57:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 13:00:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 13:00:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 01:08:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 01:00:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 01:00:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 21:06:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 13:00:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 13:00:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:06:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 01:00:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 01:00:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 21:48:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Here is the link to the BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e067fb1f9c97b9ed97f45ce055c49aba343c2930
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krish222
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Re: Internet drops

Further Stats from the VM Box:
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
571000000

Locked
Ranged Upstream Channel (Hz)
46200000

Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 571000000 -4 38 256 qam 21
2 411000000 -2.7 38 256 qam 1
3 419000000 -2.9 38 256 qam 2
4 427000000 -3.4 38 256 qam 3
5 435000000 -3.2 40 256 qam 4
6 443000000 -4.2 38 256 qam 5
7 451000000 -3.7 38 256 qam 6
8 459000000 -3.5 38 256 qam 7
9 467000000 -3.9 38 256 qam 8
10 475000000 -3.4 38 256 qam 9
11 483000000 -4.2 38 256 qam 10
12 491000000 -3.9 38 256 qam 11
13 499000000 -3.5 38 256 qam 12
14 507000000 -3.9 38 256 qam 13
15 515000000 -3.7 38 256 qam 14
16 523000000 -4.5 38 256 qam 15
17 531000000 -3.7 40 256 qam 16
18 539000000 -3.2 40 256 qam 17
19 547000000 -4.7 38 256 qam 18
20 555000000 -4.5 38 256 qam 19
21 563000000 -5.2 38 256 qam 20
22 579000000 -4 38 256 qam 22
23 587000000 -5.2 38 256 qam 23
24 595000000 -4.7 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 77298 19
2 Locked 38.9 5438 0
3 Locked 38.9 7225 0
4 Locked 38.6 8236 3
5 Locked 40.3 8906 8
6 Locked 38.9 11861 6
7 Locked 38.6 13455 12
8 Locked 38.9 12818 0
9 Locked 38.9 15870 14
10 Locked 38.9 17772 25
11 Locked 38.6 22738 0
12 Locked 38.9 25529 0
13 Locked 38.6 27717 0
14 Locked 38.9 31836 12
15 Locked 38.9 36886 18
16 Locked 38.6 45072 40
17 Locked 40.3 44885 39
18 Locked 40.9 43425 41
19 Locked 38.9 63335 54
20 Locked 38.9 58931 106
21 Locked 38.6 73577 65
22 Locked 38.9 88085 70
23 Locked 38.9 103548 118
24 Locked 40.9 101560 71
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 48.8 5120 64 qam 3
2 25800000 48.8 5120 64 qam 6
3 32600000 48.8 5120 64 qam 5
4 39400000 48.8 5120 64 qam 4


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0
2 ATDMA 0 0 4 0
3 ATDMA 0 0 8 0
4 ATDMA 0 0 5 0
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
SUBsgvca69834ncxv9873254k


Primary Downstream Service Flow
SFID 12336
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 12335
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

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Jodi_S
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Re: Internet drops

Hi krish222,

 

Welcome to our community and thanks for posting. Apologies that you're experiencing issues with our internet services and that you keep getting disconnections randomly.

 

Remotely looking from our end we have located you account details with the information you have provided from your community profile. We have checked and can see there are some issues with the UP/DS power level issues which will need a technicians visit.

 

I have booked this in for you and you can check your appointment time and date here.

 

Kind regards Jodi.

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krish222
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Re: Internet drops

Hi Jodi,
I had an engineer visit and he replaced the co-ax cable along with the box. The issues are still persisting.
Please advise.
Thanks
Krish
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krish222
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Re: Internet drops

krish222_0-1620555855926.png

Latency seems to be all over the place.

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Laurie_C
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Re: Internet drops

Hi krish222,

 

Thanks for getting back to us. I've just checked your account, and I can't see any issues, everything is looking good from our end. Are you still having problems? What kind of issues are you seeing?

 

Kind regards,

Laurie

Laurie_C
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krish222
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Re: Internet drops

I am still loosing internet from time to time. That is the original issue I had from the begining.

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Zach_R
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Re: Internet drops

Hi @krish222,

I'm really sorry to hear that these issues appear to be ongoing for you.

Following the engineer visit, is both the wired connection and wireless/Wi-Fi connection affected? Have you also performed a factory reset of the router following the engineer visit?
 

Thanks,
 



Zach - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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krish222
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Message 9 of 14
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Re: Internet drops

Hi Zach,

It was a brand new box, and I assumed it doesnt require a factory reset. I have however done one now. The Wifi connection is good, but the internet backhaul drops.

Let me see how things are after a Factory Reset.

Thanks

Krish

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Kath_F
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Re: Internet drops

Hi Krish, 

Thanks for coming back to us on this one. 

If the engineer installed a new box then no pin hole reset would be needed really as it's new however if you've done that now then that's fine. 

Keep the think broadband graph going over night and let us know how things are tomorrow as it may take some time for the new cable and Hub to settle down. 

Thanks,

Kath_F
Forum Team



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