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weezer9957
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Message 1 of 18
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Internet keeps cutting out

My internet keeps cutting out, this happened last year during the warm weather (and when I first moved into a new property), and happens multiple times a day.

Can anybody help with this, as it's pretty poor considering its cutting out between 5 to 10 times a day

 

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jbrennand
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Message 2 of 18
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Re: Internet keeps cutting out

Do you know whether its your network connection that is dropping out or is it just the wifi that drops?
That is, what happens on ethernet cable connected devices when wireless connected ones drop?

If you aren't sure, , set up a free “BQM” to continually monitor the state of your connection and record any dropouts. It does it 24/7/365 and it keeps a visual record of all your network disconnections, useful data to have in discussions with VM.

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

--------------------
John
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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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weezer9957
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Message 3 of 18
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Re: Internet keeps cutting out

it's the network connection - ethernet connected devices cut out as well unfortunately
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jbrennand
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Message 4 of 18
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Re: Internet keeps cutting out

OK - as well as the BQM...
Check all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

If that’s all good.... 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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weezer9957
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Message 5 of 18
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Re: Internet keeps cutting out

Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 395000000 -0.4 37 256 qam 27 2 171000000 -1.2 36 256 qam 5 3 179000000 -1.2 36 256 qam 6 4 187000000 -1.2 36 256 qam 7 5 195000000 -1.2 37 256 qam 8 6 203000000 -1.4 36 256 qam 9 7 211000000 -1.7 36 256 qam 10 8 219000000 -1.9 36 256 qam 11 9 227000000 -2 36 256 qam 12 10 235000000 -1.9 36 256 qam 13 11 243000000 -1.7 36 256 qam 14 12 251000000 -1.5 37 256 qam 15 13 259000000 -1.5 37 256 qam 16 14 267000000 -1.7 37 256 qam 17 15 275000000 -1.7 37 256 qam 18 16 283000000 -1.5 37 256 qam 19 17 291000000 -1.5 37 256 qam 20 18 299000000 -0.9 37 256 qam 21 19 307000000 -0.9 37 256 qam 22 20 315000000 -1 37 256 qam 23 21 323000000 -0.9 37 256 qam 24 22 379000000 -0.2 37 256 qam 25 23 387000000 -0.2 37 256 qam 26 24 403000000 -0.5 37 256 qam 28 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 37.3 226 838 2 Locked 36.6 2200 2400 3 Locked 36.6 2200 3200 4 Locked 36.3 3067 2392 5 Locked 37.3 5503 3152 6 Locked 36.6 2221 2875 7 Locked 36.6 1270 2216 8 Locked 36.6 1829 1636 9 Locked 36.6 3662 1472 10 Locked 36.6 3661 1543 11 Locked 36.6 1590 1120 12 Locked 37.3 1422 1135 13 Locked 37.6 852 1605 14 Locked 37.3 780 1393 15 Locked 37.6 796 1821 16 Locked 36.6 460 1755 17 Locked 37.3 331 1615 18 Locked 37.3 359 1279 19 Locked 37.3 426 662 20 Locked 37.3 468 639 21 Locked 37.3 568 426 22 Locked 37.6 259 1179 23 Locked 37.6 357 415 24 Locked 37.3 207 369 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 39399942 4.85 5120 64 qam 12 2 46200034 4.9 5120 64 qam 11 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 Network Log Time Priority Description 17/07/2019 10:48:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 10:51:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 10:55:51 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 10:55:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 10:56:11 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 10:56:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 10:56:31 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 10:56:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 10:56:51 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 10:56:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 11:25:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 11:42:4 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 11:42:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 11:42:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 11:42:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 11:42:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 11:42:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 11:42:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 11:44:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/07/2019 11:46:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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weezer9957
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Message 6 of 18
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Re: Internet keeps cutting out

Well? Anything?

This happened last year when the weather warmed up, and I'm posting this from my phone as it's been out for the last half hour or so.

I seem to have been entered into a new contract as I recently removed the tv and kept the internet, (which I now regret) so could do without paying virgins extortionate fees and they actually provide me the service I'm paying for

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Tudor
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Message 7 of 18
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Re: Internet keeps cutting out

A bit difficult to read those figures, but I can only see 1 upstream channel, there should be 4. Is this correct? If so you need to contact customer services and report the problem. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Forum Team
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Message 8 of 18
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Re: Internet keeps cutting out

Hello Weezer9957.

 

Thank you for your post and sorry to hear you're having some broadband issues. 

 

Are you still experiencing any broadband issues today? 

 

If so please can you check if there's any known area faults showing for you here, you can also run some diagnostics through this page once logged on.

 

Please keep us updated, Emily.

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Very Insightful Person
Very Insightful Person
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Message 9 of 18
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Re: Internet keeps cutting out

The fact he mentioned warm weather is suggestive. As the cables warm up they expand slightly, this increases the resistance of the wire and causes the downstream power levels to drop and conversely the upstream to rise. Normally this isn’t a problem but if the power levels are a bit borderline anyway, this can be enough to push it over the edge where the hub can’t maintain a lock properly. Your figures above are a bit difficult to read, but the upstream only seems to have two locked channels and the power levels on those are toward the high end of what’s acceptable, not badly so but I suspect they are not stable at those levels. The s/n ratios on the downstream are in-spec but not brilliant. The various entries in the logs also point to channels being dropped and general distress all round.

I think you have a bad joint somewhere, probably back at the street cabinet which will need an engineer visit to take readings of the signal levels between it and your house, it’s letting interference or noise into the circuit. All you can really do yourself is to check all the connections inside and outside your house in the box on the well (if you can easily get to it and pop the cover off), just make sure they are reasonably tight (finger tight is enough) and look in good condition. Having done all that, keep an eye on the signal levels in particular the upstream power levels, you don’t want to see them getting past 5.1. If there are still issues then I’d reply to @Emily_G in the post above and hopefully she’ll be able to arrange a visit for you.

John

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weezer9957
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Message 10 of 18
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Re: Internet keeps cutting out

Hi Emily,

Not yet, but the weather is the coolest its been in about 2 weeks today.

Would it be possible to get an engineer booked in for next week?

The heat surely has something to do with it, as it was relatively stable throughout autumn/winter/spring, its only again now, where the weather is consistently warm, that there is a problem again.

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