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driving
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Internet keeps dropping

Hello

Had a virgin media 350 Mbps contract since April. Despite the connection being fine in our area (according to the app) the connection but has been particularly terrible for the last week - multiple drops every day in connection over the last week (have evidence from broadband monitor).

Tried restarting the hub multiple times but had no benefit. The hub is continually alternating between:

- Green solid light at the bottom, 2 green flashing arrows below the Wi-fi symbol that is green.

- Flashing green light at bottom, no arrows and green Wi-fi symbol.

This is becoming a real problem for the household as my wife and I are both trying to work from home and really need the internet to do this.

Tried getting help from online chat but just around the houses with no help and struggling to get through on the phone.

Any help would be greatly appreciated.

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MikeRobbo
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Alessandro Volta
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Message 2 of 8
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Re: Internet keeps dropping

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK - you can post the link straight away.

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
driving
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Message 3 of 8
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Re: Internet keeps dropping

Thanks for the reply. Yes done all the checks, no issues in area and cables fine.

Link to BQM (active since last week):

 https://www.thinkbroadband.com/broadband/monitoring/quality/share/edd3a901d6e3dfd770c93669643775bf3a...

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driving
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Re: Internet keeps dropping

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

475000000

-4.4

37

256 qam

9

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

5

0

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

5.7

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

 

 

Network Log

Time

Priority

Description

04/08/2020 10:56:40

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:56:8

critical

REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:56:8

Error

T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:56:8

critical

Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:56:8

critical

Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:55:30

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:54:58

critical

REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:54:58

Error

T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:54:58

critical

Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:54:58

critical

Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:54:40

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:54:9

critical

REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:54:9

Error

T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:54:9

critical

Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:54:9

critical

Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:53:51

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:53:21

critical

REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:53:21

Error

T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:53:21

critical

Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:53:21

critical

Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

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MikeRobbo
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Alessandro Volta
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Message 5 of 8
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Re: Internet keeps dropping

You definitely need an engineer visit.

Your Hub stats (lack of) are a total mess.

You can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Message 6 of 8
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Re: Internet keeps dropping

In the meantime it may be a good idea to carry out a factory reset on the Hub …

DO NOT DO THIS if the password on the base of the Hub is not legible or missing.

Instructions for Hub 3

Disconnect all unneeded ethernet cables from the rear of the Hub.

With the Hub Powered on use a paperclip or similar and do a pinhole reset.

Depress the pinhole switch for a timed 60 seconds then release.

DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Once a steady white and no other lights are illuminated check your system again.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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driving
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Message 7 of 8
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Re: Internet keeps dropping

Thanks for the heads up. After a lengthy wait, I managed to get through and have an engineer booked tomorrow.

Fingers crossed its a quick fix! Thanks again.

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David_Bn
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Re: Internet keeps dropping

Thanks for letting us know on the thread

 

Do please keep us all updated, I'm sure other posters would be keen to learn of this being fixed, and what action was taken by the engineer to fix the issue

 

Kindest regards,

 

David_Bn

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