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ted274
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No Internet (Access Denied) since this morning

Hello,

So I've had ongoing problems with packet loss and poor speed during peak hours - but since 0810 this morning I have no internet at all despite good signal levels.

I was running a Hub 3 in modem mode - my router couldn't get an IP by DHCP any more. Rebooting the Hub would get me the 192.168.100.x IP (usual for modem mode during initial startup / no internet connection). It then receives a NAK from dhcp server 62.253.131.24, which is usual just before it gets issues the correct public IP. However, no IP is received.

To rule out my kit I put the Hub in router mode and factory reset it. The status page shows Internet (Access Denied) in red. No IP address is issued to the router.

Power levels are OK, 24 DS channels acquired between 5 and 6.8dB, SNR 38dB. RxMER ~38dB, small pre-RS errors, zero post-RS. 4 US channels, no timeouts, 3.875dBmV, 3 of them 64QAM, one 16QAM (this had been the case before today also).

This feels like an issue with a DHCP server somewhere in VM's network. I've turned the router on and off a load and factory reset it, so I doubt the problem is on my end.

Can anyone help? I checked, and I have paid my bill...

 

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sunshineonleith
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Re: No Internet (Access Denied) since this morning

No internet either in Edinburgh EH11 area.

It was working fine last night and nothing has been changed since then on my end.

Status says there is no known issue.

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ted274
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Re: No Internet (Access Denied) since this morning


@sunshineonleith wrote:

Status says there is no known issue.


Same here, no known issue in SW London area 21.

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ted274
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Re: No Internet (Access Denied) since this morning

So the Virgin call centre operator had no idea what was going on and claimed that everything is working fine, even when I explained the problem and told him the Hub was showing the below error.

He also refused to transfer my call to someone more technically knowledgeable.

Virgin, sort this out. I'll not be paying for the time the service is not working.

accessdenied.PNG

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MikeRobbo
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Re: No Internet (Access Denied) since this morning


@ted274 wrote:

So the Virgin call centre operator had no idea what was going on and claimed that everything is working fine, even when I explained the problem and told him the Hub was showing the below error.

He also refused to transfer my call to someone more technically knowledgeable.

Virgin, sort this out. I'll not be paying for the time the service is not working.

 


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.

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.

Then

 

Can you please

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

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then 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. Use one post for each tab if you wish. Please do not use screen grabs.

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.
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ted274
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Message 6 of 10
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Re: No Internet (Access Denied) since this morning

Hi Mike,

Check Service Status - web-based - no area issues. On selecting 'run test' it returns green, 'your account is in order, your hub is online, there is no area issue, wifi settings good'.

0800 561 0061 - no area issues.

BQM -

https://www.thinkbroadband.com/broadband/monitoring/quality/share/29064262fa8c104a8a82d3fc5601ee7507fa3480

Here is where it gets weird - there *is* a connection, enough for the phone service at any rate. When the photo in my previous post gets approved you'll see it shows (on the Hub homepage) :

-Wireless (On 2.4 and 5GHz) *in green

-Internet (Access denied) *in red

-Telephony (ready) *in green.

Under Admin - Info I can see it's not getting an IP address - also Network Access: Blocked

Hub 3.0 device informationThe information below shows current status of this Hub 3.0.

Standard specification compliant: DOCSIS 3.0
Hardware version: 10
Software version: 9.1.1811.401
Cable MAC address: C0xxxxx
Cable modem serial number: AAxxxxx
System up time: 0 days 0h:51m:13s
Network access: Blocked
WAN IP settings
Your current Hub 3.0 internet settings are displayed below
MAC address: C0:0xxxxx
IPv4 address: Not Available
Default gateway: 0.0.0.0
IPv4 lease time: 0 days 0h:0m:0s
IPv4 lease expire: 00/00/0 00:00:00.00
IPv4 DNS servers: undefined

 

Power levels to follow
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ted274
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Re: No Internet (Access Denied) since this morning

US

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000003.85512064 qam9
2394000053.85512064 qam10
3603000003.9512064 qam7
4537000003.875512064 qam8


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

Log

Network LogTime Priority Description
01/10/2020 14:31:36noticeLAN login Success;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 14:27:25noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=c0:0xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 12:14:13noticeLAN login Success;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:58:16criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:46:24noticeLAN login Success;CM-MAC=c0:05xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 10:50:57noticeLAN login Success;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 10:22:58noticeLAN login Success;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:30criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 10:18:34noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 09:38:11noticeLAN login Success;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 09:32:15noticeLAN login Success;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 09:02:53ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 08:51:35ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=c0:0xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:30criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 08:07:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 06:03:43criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 01:23:56ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=c0:05:c2:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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ted274
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Re: No Internet (Access Denied) since this morning

Downstream bonded channels

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

1202750000638256 qam9
2210750000638256 qam10
3218750000638256 qam11
42267500005.938256 qam12
52347500005.938256 qam13
62427500005.538256 qam14
72507500005.638256 qam15
82587500005.638256 qam16
92667500005.838256 qam17
102747500005.838256 qam18
11282750000638256 qam19
122907500006.138256 qam20
132987500006.438256 qam21
143067500006.438256 qam22
153147500006.538256 qam23
163227500006.838256 qam24
17330750000738256 qam25
183707500006.438256 qam26
193787500006.538256 qam27
203867500006.838256 qam28
213947500006.938256 qam29
224027500006.938256 qam30
234107500006.638256 qam31
244187500006.438256 qam32



Downstream bonded channels

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

1Locked38.640
2Locked38.650
3Locked38.940
4Locked38.630
5Locked38.650
6Locked38.660
7Locked38.660
8Locked38.680
9Locked38.660
10Locked38.640
11Locked38.950
12Locked38.950
13Locked38.6110
14Locked38.670
15Locked38.640
16Locked38.940
17Locked38.900
18Locked38.600
19Locked38.680
20Locked38.650
21Locked38.960
22Locked38.940
23Locked38.950
24Locked38.950
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ted274
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Message 9 of 10
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Re: No Internet (Access Denied) since this morning

Bumping this in case anyone knows what the picture in post 4 showing Access Denied means. The call centre guy had no idea what I was talking about.

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ted274
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Message 10 of 10
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Re: No Internet (Access Denied) since this morning

An IP has now been allocated to my router, a change from the one I've had since moving in. Nothing has changed on my end, I could just not obtain an IP for 12 hours and neither could the Hub 3 in router mode.

I have another thread going about packet loss, that appears to have got much better at the same time.

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