on 29-01-2023 21:42
We keep getting random disconnects on our internet engineer has replaced hub, changed cabling and still have the fault, it’s litterally about 30 seconds or so almost like a dns error, comes up on phone router isn’t connected to the internet. This is the same on Ethernet and wifi. Can anyone advise?
Answered! Go to Answer
on 29-01-2023 22:39
The first thing to do is set up a free BQM, and follow the instructions to set up a live link which you can post here.
This will monitor your connection and display what is going on.
https://www.thinkbroadband.com/broadband/monitoring/quality
on 29-01-2023 22:39
The first thing to do is set up a free BQM, and follow the instructions to set up a live link which you can post here.
This will monitor your connection and display what is going on.
https://www.thinkbroadband.com/broadband/monitoring/quality
on 29-01-2023 23:18
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/c4a51b8f26d614567d4168b9fde8ad787433a0c1]My Broadband Ping[/url]
on 29-01-2023 23:26
https://www.thinkbroadband.com/broadband/monitoring/quality/share/c4a51b8f26d614567d4168b9fde8ad787433a0c1
or try this link
on 30-01-2023 11:46
Yes there have been a couple of very brief dropouts so far. See what happens over a day or so.
on 30-01-2023 15:46
Looks pretty obvious that I’ve got issues but Virgin have not been able to sort it 😐
on 30-01-2023 15:59
OK. Next step is to get the Hub stats. Copy and post here, as text not screenshots, the downstream, upstream and network logs.
on 01-02-2023 17:48
Hi Nicholasc1234,
Thank you for your post and welcome to the community.
I'm very sorry to hear about the issue you've had with the broadband service.
I have taken a look on our side and I am unable to see anything that could be affecting this.
To confirm, when you have said they replaced the cabling. Which exact cables have they replaced?
^Martin
on 01-02-2023 18:14
Just the internal cables. Not the fibre. But as you can see I still have a rubbish unreliable connection.
on 01-02-2023 18:22
1 | 306000000 | 2.1 | 41 | QAM 256 | 22 |
2 | 138000000 | 2.8 | 41 | QAM 256 | 1 |
3 | 146000000 | 2.7 | 41 | QAM 256 | 2 |
4 | 154000000 | 2.8 | 41 | QAM 256 | 3 |
5 | 162000000 | 2.8 | 41 | QAM 256 | 4 |
6 | 170000000 | 2.8 | 41 | QAM 256 | 5 |
7 | 178000000 | 2.8 | 41 | QAM 256 | 6 |
8 | 186000000 | 3.2 | 41 | QAM 256 | 7 |
9 | 194000000 | 3.2 | 41 | QAM 256 | 8 |
10 | 202000000 | 3.3 | 41 | QAM 256 | 9 |
11 | 210000000 | 3.5 | 41 | QAM 256 | 10 |
12 | 218000000 | 3.5 | 41 | QAM 256 | 11 |
13 | 226000000 | 3.5 | 41 | QAM 256 | 12 |
14 | 234000000 | 3.4 | 42 | QAM 256 | 13 |
15 | 242000000 | 3 | 42 | QAM 256 | 14 |
16 | 250000000 | 3 | 42 | QAM 256 | 15 |
17 | 258000000 | 2.6 | 41 | QAM 256 | 16 |
18 | 266000000 | 2.3 | 41 | QAM 256 | 17 |
19 | 274000000 | 2.2 | 41 | QAM 256 | 18 |
20 | 282000000 | 2.3 | 41 | QAM 256 | 19 |
21 | 290000000 | 2.3 | 41 | QAM 256 | 20 |
22 | 298000000 | 2.4 | 41 | QAM 256 | 21 |
23 | 314000000 | 2.2 | 41 | QAM 256 | 23 |
24 | 322000000 | 2.3 | 41 | QAM 256 | 24 |
25 | 330000000 | 2.2 | 41 | QAM 256 | 25 |
26 | 338000000 | 2.1 | 41 | QAM 256 | 26 |
27 | 346000000 | 2.6 | 41 | QAM 256 | 27 |
28 | 354000000 | 2.2 | 41 | QAM 256 | 28 |
29 | 362000000 | 2.5 | 41 | QAM 256 | 29 |
30 | 370000000 | 2.2 | 41 | QAM 256 | 30 |
31 | 378000000 | 2.2 | 41 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 41 | 16 | 0 |
2 | Locked | 41 | 1 | 0 |
3 | Locked | 41 | 1 | 0 |
4 | Locked | 41 | 3 | 0 |
5 | Locked | 41 | 1 | 0 |
6 | Locked | 41 | 2 | 0 |
7 | Locked | 41 | 1 | 0 |
8 | Locked | 41 | 0 | 0 |
9 | Locked | 41 | 0 | 0 |
10 | Locked | 41 | 0 | 0 |
11 | Locked | 41 | 0 | 0 |
12 | Locked | 41 | 0 | 0 |
13 | Locked | 41 | 1 | 0 |
14 | Locked | 42 | 0 | 0 |
15 | Locked | 42 | 1 | 0 |
16 | Locked | 42 | 0 | 0 |
17 | Locked | 41 | 0 | 0 |
18 | Locked | 41 | 0 | 0 |
19 | Locked | 41 | 0 | 0 |
20 | Locked | 41 | 0 | 0 |
21 | Locked | 41 | 0 | 0 |
22 | Locked | 41 | 0 | 0 |
23 | Locked | 41 | 0 | 0 |
24 | Locked | 41 | 0 | 0 |
25 | Locked | 41 | 0 | 0 |
26 | Locked | 41 | 0 | 0 |
27 | Locked | 41 | 5 | 0 |
28 | Locked | 41 | 0 | 0 |
29 | Locked | 41 | 0 | 0 |
30 | Locked | 41 | 0 | 0 |
31 | Locked | 41 | 0 | 0 |
Upstream bonded channels
0 | 60300000 | 37.8 | 5120 | QAM 64 | 9 |
1 | 53700000 | 37.8 | 5120 | QAM 64 | 10 |
2 | 46200000 | 37.8 | 5120 | QAM 64 | 11 |
3 | 39400000 | 37.8 | 5120 | QAM 64 | 12 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 1 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
01-02-2023 17:13:01 | error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-02-2023 10:58:26 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |
01-02-2023 10:57:25 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-02-2023 10:57:03 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-02-2023 09:15:33 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |
01-02-2023 09:14:17 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-02-2023 09:13:51 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-02-2023 00:45:25 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |
01-02-2023 00:44:12 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-02-2023 00:44:12 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 20:41:01 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |
31-01-2023 20:39:27 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 20:39:16 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 15:51:11 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |
31-01-2023 15:45:56 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 15:45:49 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 15:11:31 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |
31-01-2023 15:10:07 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 15:09:56 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 14:54:35 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |
31-01-2023 14:53:26 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 14:52:56 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 11:33:53 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |
31-01-2023 11:32:55 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 11:32:42 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 10:09:37 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |
31-01-2023 10:08:07 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 10:08:00 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 09:39:35 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |
31-01-2023 09:38:01 | notice | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 09:37:56 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
31-01-2023 01:09:18 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1. |