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Loss of internet connection

Hi there, we are having serious issues with the internet connection now dropping everyday, most notably on wifi connections as most if not all devices used are reliant on wifi. We have a hub 3 which runs wired into a network switch and then have a BTwholehome wifi mesh network providing wifi (running from the switch into the first disc) together with the virgin wifi network which some devices connect into. Keep losing the virgin wifi and also BT's mesh wifi. Switching off and on the hub seems to solve the issue but this keeps happening so now having to do this daily (swith off and on hub 3) which is not ideal as Hive heating/lights etc. all disconnect and we also suddenly lose netflix and SkyQ connections around the house which all rely on wifi. Here's the upstream and log  - would be grateful for any insights to resolve or ID what's causing the issue. From the log (last box) looks like the same error keeps repeating itself so hoping there's a fix for this.

           
      

    Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1462000003.975512064 qam7
2603000003.9512064 qam5
3537000003.95512064 qam6
4394000003.975512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 
Network LogTime Priority Description
31/10/2019 09:12:15criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2019 10:21:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2019 15:28:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 05:03:8ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2019 12:33:11ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2019 01:07:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2019 07:29:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2019 14:59:56ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2019 21:32:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 15:11:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 10:52:28ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2019 14:51:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2019 00:57:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2019 20:14:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2019 16:51:51ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2019 10:52:14ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2019 07:01:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2019 05:20:16ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2019 21:15:22ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2019 01:00:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: Loss of internet connection

Hello

Can you also please post your downstream stats, as looking at the logs there are quite a few T3 timeouts, which could be a result of noise, can you please go round and check that all coaxial connections to VM equipment are finger tight.

Regards Mike

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Re: Loss of internet connection

Thank you for your message - please see below:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

11947500002.240256 qam8
22027500002.440256 qam9
32107500002.238256 qam10
4218750000240256 qam11
52267500001.740256 qam12
62347500001.538256 qam13
72427500001.540256 qam14
82507500001.740256 qam15
92587500002.240256 qam16
102667500002.240256 qam17
112747500001.540256 qam18
122827500000.938256 qam19
132907500000.740256 qam20
142987500000.738256 qam21
153067500001.240256 qam22
163147500001.740256 qam23
173227500001.740256 qam24
18402750000140256 qam25
194107500001.538256 qam26
204187500001.940256 qam27
21426750000240256 qam28
224347500001.438256 qam29
234427500000.740256 qam30
244507500000.540256 qam31



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.390
2Locked40.370
3Locked38.960
4Locked40.390
5Locked40.360
6Locked38.980
7Locked40.9100
8Locked40.370
9Locked40.970
10Locked40.360
11Locked40.360
12Locked38.950
13Locked40.3140
14Locked38.670
15Locked40.3210
16Locked40.380
17Locked40.3240
18Locked40.380
19Locked38.640
20Locked40.3130
21Locked40.3160
22Locked38.9160
23Locked40.360
24Locked40.3130

 

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Re: Loss of internet connection

Hi Kr15h,

 

Thanks for your post on our Community Forum!

 

Sorry to read that you've been having issues with your broadband service. Have you managed to get this resolved with our team or is it still on going?

 

Drop us a response and either I, or one of my colleagues will be happy to pick it up for you

 

Kindest regards,

 

David_Bn

 

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Re: Loss of internet connection

Hi there still having issues every day - just now someone was at our door but the ring doorbell was not working as the internet had dropped. Virgin support team are refusing to send an engineer.

 

Very unhappy notably at this time of year with a busy house and everyone looks to me to resolve and Virgin troubleshooting team over the phone do not have any answers. They were supposed to send a new router but it hasn't arrived. 

Please assist either through this channel from reviewing the logs or contacting me. 

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Re: Loss of internet connection

Thanks for coming back to us.

 

I'd like to take a closer look at this for you. Check out the purple envelope in the top right hand corner for a PM from me

 

Kindest regards,

 

David_Bn 

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