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KielTheLegend
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Modem Looses connection about 11 times a days for 20 minutes a time.

Hi there,

I am getting rather annoyed with virgin, for the past 2 weeks my internet keeps disconnecting and has been really bad for the last few days.I have setup the hub into modem mode and I have a Netgear XR500 Nighthawk router. So my Netgear router is connecting with WAN connection and has been like this the day I got virgin. I haven't had a problem until lately.

When the internet drops the light goes off on the Modem and flashes red then takes a little while to establish itself and goes strong purple. I then try to go on the internet and nothing, in the setting of my router, the WAN has lost the IP's 0.0.0.0. Trying to refresh IP wouldn't do this at all. So in attempt to diagnose the fault at the moment that this was playing up and not obtaining a WAN IP address and having purple light.

I decided to plug in a spare router I have and see if I could get a WAN IP on that one, as a result that as well couldn't get a WAN IP. This tells me that it isn't my router's. Also I wanted to get into the Virgin modem, so went into 192.168.100.1 and this normally works but I am getting page cannot be displayed hence the WAN is not connected. During this time my local LAN network works fine, just no internet. I have spoken to the clowns a virgin and they have told me to reset the modem using a pin which I did, and within 10 minutes it started happening again. I have in the meantime rebooted and reset the modem and routers.

During this disconnection my house telephone works and my cable TV from virgin works. I have looked at the diagnostic data and cannot see anything really wrong. The only thing I can think is the modem is shot. When I first got the freebie virgin router, I found the GUI control panel in the address bar took ages to navigate around the pages. I also started getting major packet loss constantly and even to the point when I pinged the local virgin router and was getting 400ms.

Rebooting fixed for about 20 minutes or so. Then started getting the 400ms, In the end I just went and bought this Netgear XR500 router and put the hub into modem mode. The ping immediately came down locally to 1ms and externally google 40ms. I wondering if it is possible that the modem has too many connections and is exhausting the built in CPU and then just drops the connection.

I tried talking to virgin but you end with some clowns telling you that the reason why this is happening is its because of the WiFi, yet the light disappears off the modem. LOL.

Has anyone else had this problem.

Here is my connection info.  

 
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14110000003.240256 qam1
24190000002.540256 qam2
34270000003.240256 qam3
44350000002.440256 qam4
54430000002.740256 qam5
64510000002.440256 qam6
74590000002.240256 qam7
84670000002.240256 qam8
9475000000240256 qam9
104830000002.240256 qam10
11491000000240256 qam11
12499000000240256 qam12
13507000000240256 qam13
145150000001.740256 qam14
155230000001.940256 qam15
165310000001.240256 qam16
175390000000.940256 qam17
185470000000.740256 qam18
195550000000.240256 qam19
205630000001.240256 qam20
21571000000140256 qam21
225790000001.740256 qam22
235870000001.240256 qam23
245950000001.440256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.900
2Locked40.320
3Locked40.960
4Locked40.3150
5Locked40.3140
6Locked40.350
7Locked40.360
8Locked40.350
9Locked40.370
10Locked40.350
11Locked40.350
12Locked40.350
13Locked40.950
14Locked40.960
15Locked40.350
16Locked40.350
17Locked40.3130
18Locked40.350
19Locked40.3140
20Locked40.350
21Locked40.350
22Locked40.3190
23Locked40.340
24Locked40.310

 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000004.025512064 qam2
2258000004.075512064 qam4
3326000004.05512064 qam3
4462000003.975512064 qam1



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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MikeRobbo
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Message 2 of 18
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Re: Modem Looses connection about 11 times a days for 20 minutes a time.

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 should 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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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KielTheLegend
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Message 3 of 18
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Re: Modem Looses connection about 11 times a days for 20 minutes a time.

Hi Mike,

Firstly thank you for responding.The only difference since yesterday is that I am using Router B now to see if it was my nighthawk router playing up. I have setup what you have said and the link is here. https://www.thinkbroadband.com/broadband/monitoring/quality/share/3e6b4de7c4eb12c64e382c6f3baab220d9... 

The other thing that my wife told me from before is when the light go off on the modem the telephone and TV does cut out but when I get the purple light again those 2 work but no internet. It seems that when this happens its scrambles the DHCP on the WAN on the modem, when rebooting the Modem the router can then get a WAN connection and work until it drops out again 20 minutes later.

The other thing I thought I should mention is in my logs on my nighthawk router I am getting a lot of DOS attacks and port scans, I do have anti DOS protection enabled but one could think that if I am being bombarded with connections on a DOS attack it could knock my modem offline. The lease on my IP address from virgin isn't for about a week so will not know.

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Paul_DN
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Message 4 of 18
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Re: Modem Looses connection about 11 times a days for 20 minutes a time.

Hi Keil,

 

Thank you for reaching out to us in our community and welcome, I am sorry to see you are currently losing connection a lot, I have had a look at things our end and cannot see any issues at all, everything is in green all your levels are exactly where we want them to be, I would advise to remove your own router put ours back in router mode maybe for 24 hours and see if the same still happens.

 

Kind regards

 

Paul.

 

 

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KielTheLegend
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Message 5 of 18
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Re: Modem Looses connection about 11 times a days for 20 minutes a time.

You clearly are a bot auto replying. You can clearly see that I have been booted off about 6 times in the last 24 hours.

Just another note, I looked into my router logs and I am indeed being hacked with DDOS attacks. Its strange because when I have a spike in the DDOS attack thats when the internet cut out. I have since had brand new IP address from virgin since and yet I am still being hacked. There must have some virus or backdoor to them knowing my new IP. This proves a point that the router is fine but the modem keeps falling over.

Here is my router logs. There is a lot of traffic of DDOS attacks when my internet falls over.

[DumaOS] DHCP lease change., Tuesday, September 08, 2020 13:34:36
[DumaOS] DHCP new event., Tuesday, September 08, 2020 13:34:36
[DumaOS] Cloudsync Themes result 'false','All mirrors are down', Tuesday, September 08, 2020 13:34:17
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:33:57
[DoS Attack: ACK Scan] from source: 23.21.35.18, port 9543, Tuesday, September 08, 2020 13:33:53
[DoS Attack: ACK Scan] from source: 34.231.84.50, port 9543, Tuesday, September 08, 2020 13:33:21
[DoS Attack: ACK Scan] from source: 62.253.90.133, port 443, Tuesday, September 08, 2020 13:33:08
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:31:57
[DoS Attack: ACK Scan] from source: 23.21.35.18, port 9543, Tuesday, September 08, 2020 13:31:53
[DoS Attack: ACK Scan] from source: 34.231.84.50, port 9543, Tuesday, September 08, 2020 13:31:20
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:25:56
[DoS Attack: ACK Scan] from source: 23.21.35.18, port 9543, Tuesday, September 08, 2020 13:25:52
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:23:55
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 13:23:53
[DoS Attack: ACK Scan] from source: 23.21.35.18, port 9543, Tuesday, September 08, 2020 13:23:52
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:21:55
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 13:21:53
[DoS Attack: ACK Scan] from source: 62.253.90.133, port 443, Tuesday, September 08, 2020 13:21:52
[DoS Attack: ACK Scan] from source: 23.21.35.18, port 9543, Tuesday, September 08, 2020 13:21:51
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:17:54
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 13:17:52
[DoS Attack: ACK Scan] from source: 23.21.35.18, port 9543, Tuesday, September 08, 2020 13:17:51
[DumaOS] DHCP lease change., Tuesday, September 08, 2020 13:17:31
[DumaOS] DHCP new event., Tuesday, September 08, 2020 13:17:31
[DoS Attack: ACK Scan] from source: 62.253.90.133, port 443, Tuesday, September 08, 2020 13:16:52
[DumaOS] DHCP lease change., Tuesday, September 08, 2020 13:16:22
[DumaOS] DHCP new event., Tuesday, September 08, 2020 13:16:22
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:15:54
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 13:15:52
[DoS Attack: ACK Scan] from source: 23.21.35.18, port 9543, Tuesday, September 08, 2020 13:15:50
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:09:53
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 13:09:51
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:07:53
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 13:07:50
[DumaOS] DHCP lease change., Tuesday, September 08, 2020 13:07:16
[DumaOS] DHCP new event., Tuesday, September 08, 2020 13:06:07
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:05:52
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 13:05:50
[DumaOS] DHCP lease change., Tuesday, September 08, 2020 13:04:59
[DumaOS] DHCP new event., Tuesday, September 08, 2020 13:02:42
[DoS Attack: ACK Scan] from source: 31.52.46.9, port 57492, Tuesday, September 08, 2020 13:02:09
[DoS Attack: ACK Scan] from source: 31.52.46.9, port 57492, Tuesday, September 08, 2020 13:02:05
[DoS Attack: ACK Scan] from source: 18.204.49.145, port 9543, Tuesday, September 08, 2020 13:01:52
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 13:01:49
[DoS Attack: Ping Sweep] from source: 80.249.99.164, Tuesday, September 08, 2020 13:00:46
[DumaOS] DHCP lease change., Tuesday, September 08, 2020 13:00:26
[DumaOS] Error parsing line in ARP table: 'fe80::b842:3d04:6508:4c53 dev br0 lladdr **:**:**:**:**:** STALE', Tuesday, September
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 12:55:48
[DumaOS] DHCP lease change., Tuesday, September 08, 2020 12:54:44
[DumaOS] DHCP new event., Tuesday, September 08, 2020 12:54:44
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 12:53:48
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 12:51:48
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 12:49:47
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 12:47:47
[DoS Attack: ACK Scan] from source: 31.52.46.9, port 57487, Tuesday, September 08, 2020 12:46:04
[DoS Attack: ACK Scan] from source: 31.52.46.9, port 57487, Tuesday, September 08, 2020 12:46:04
[DoS Attack: ACK Scan] from source: 3.88.25.5, port 9543, Tuesday, September 08, 2020 12:45:47

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Paul_DN
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Message 6 of 18
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Re: Modem Looses connection about 11 times a days for 20 minutes a time.

Hi Keil,

 

I am not a Bot, I have checked all I can in Modem mode however so I can do further checks I would ask you as advised to put the router back in router mode and remove your temporarily so O can run further diagnostics my end.

 

Regards

 

Paul.  

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KielTheLegend
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Message 7 of 18
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Re: Modem Looses connection about 11 times a days for 20 minutes a time.

It is back in normal router mode.

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Paul_DN
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Message 8 of 18
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Re: Modem Looses connection about 11 times a days for 20 minutes a time.

Hi Keil,

 

The router is still showing as in modem mode.

 

Regards

 

Paul.

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crany
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Message 9 of 18
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Re: Modem Looses connection about 11 times a days for 20 minutes a time.

Hi most of them dos attack look like false positives the bottom ones are from amazon and that port is used by alexa echos or such things and some of the others are BT but no clue maybe you have some kind of smart BT device?

If it continues to happen, it basically will 'slow' your Internet down. TCP/IP on the device is waiting for a response back... and it didn't get it because the router 'dropped it' as it thought it was an attack... so TCP/IP on the device sends out the packet again and waits... and meanwhile you have nothing happening... happens sequentially often enough and you might think you have no Internet You could try turning the DDOS off or if your router allows it mark them as safe and see if you still lose connection

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KielTheLegend
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Message 10 of 18
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Re: Modem Looses connection about 11 times a days for 20 minutes a time.

Well that would be a relief, but I don't own Alexa or use amazon. Or have any BT devices weird. But still there a is a clear disconnection issue. I thought I did, but I shall put my modem in router mode when I get home from work, maybe the VM rep can explain the reason why.

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