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Random occasional disconnections

Hi

I'm getting these random disconnections occurring every now and then. Initially, the connection was strong for a number of months but has deteriorated recently.  I'm not sure why the disconnections are occurring and one which I noted today definitely wasn't linked to an area issue. 

The internet does usually reconnect following a disconnection. However, these are quite annoying as it ruins my work VPN connection and there have been a few occasions where it's disconnected mid-meetings, which is slightly embarrassing on my end. 

I'm due to take some exams with my internet connection and really do need to rely on a decent connection.

Can you please evaluate my equipment and connection please?

I have attached some readings here.

Many thanks,



image.png

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Re: Random occasional disconnections

Your BQM indicates a noisy line, and your status data shows what I regard as borderline SNR given that your power levels are broadly on the high side.  I'd suggest that you undo and remake the coax connections to the hub and the wall box and see if that helps.  If it doesn't we can see what the forum staff can do, but you'll probably need to re-post the status data and BQM - but see comments below.

Your linked status data gives away your IP and MAC addresses.  Not the end of the world, but generally speaking best avoided.  If you need to post status data again, do it as text into replies in the forum, and the software will conceal those addresses (asks you to check for invalid HTML - just click "Post" again).  And for that reason your BQM image won't (or should not be approved) when a probably very bored moderator sees that it includes your IP address.  I can preview unmoderated images, that's why I'm able to comment on it.  To post a BQM, it is best to post a link to a shared graph.  

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 3 of 9
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Re: Random occasional disconnections

I've removed the link. Downstream/upstream is below

I'll try removing the coaxial cables and replugging this.

 

Many thanks

My Broadband Ping - Virgin latest

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

402750000

5.6

34

256 qam

30

2

202750000

9.9

36

256 qam

9

3

210750000

9.5

36

256 qam

10

4

218750000

8.9

36

256 qam

11

5

226750000

8.9

36

256 qam

12

6

234750000

8.5

36

256 qam

13

7

242750000

8.9

36

256 qam

14

8

250750000

8.5

36

256 qam

15

9

258750000

8.9

36

256 qam

16

10

266750000

8.1

35

256 qam

17

11

274750000

8.5

36

256 qam

18

12

282750000

7.6

36

256 qam

19

13

290750000

8.1

35

256 qam

20

14

298750000

7.5

35

256 qam

21

15

306750000

8

35

256 qam

22

16

314750000

8

35

256 qam

23

17

322750000

8.4

35

256 qam

24

18

330750000

8.5

35

256 qam

25

19

370750000

6.5

35

256 qam

26

20

378750000

6.6

35

256 qam

27

21

386750000

6.3

34

256 qam

28

22

394750000

6.4

34

256 qam

29

23

410750000

5

34

256 qam

31

24

418750000

5

34

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

34.4

9124

0

2

Locked

36.6

12

0

3

Locked

36.6

12

0

4

Locked

36.6

14

0

5

Locked

36.6

14

0

6

Locked

36.3

3

0

7

Locked

36.3

15

0

8

Locked

36.6

26

0

9

Locked

36.3

32

0

10

Locked

35.5

86

0

11

Locked

36.6

32

0

12

Locked

36.3

58

0

13

Locked

35.7

111

0

14

Locked

35.5

182

0

15

Locked

35.7

94

0

16

Locked

35.7

123

0

17

Locked

35.5

80

0

18

Locked

35.7

59

0

19

Locked

35.5

838

0

20

Locked

35

1001

0

21

Locked

34.9

1503

0

22

Locked

34.9

2587

0

23

Locked

34.4

30648

0

24

Locked

34.4

39717

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60299971

40.8

5120

64 qam

1

2

39399993

37.3

5120

64 qam

4

3

46200000

38.3

5120

64 qam

3

4

53700014

39.3

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

13/11/2020 09:03:11

critical

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

13/11/2020 05:20:39

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/11/2020 05:20:39

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 17:20:39

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 17:20:39

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 16:50:39

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 16:50:39

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/11/2020 11:58:30

critical

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

06/11/2020 04:50:39

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/11/2020 04:50:39

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/11/2020 13:58:12

critical

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

02/11/2020 16:50:39

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/11/2020 16:50:39

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/11/2020 16:20:39

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/11/2020 16:20:39

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Re: Random occasional disconnections

So all my coaxial connections are solid. No issues there. I did replug them and rebooted the hub too. Below are my connection stats.

My Broadband Ping - Virgin latest

 

Downstream bonded channels

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

14027500005.634256 qam30
22027500009.936256 qam9
32107500009.536256 qam10
42187500008.836256 qam11
5226750000936256 qam12
62347500008.536256 qam13
7242750000936256 qam14
82507500008.636256 qam15
92587500008.936256 qam16
102667500008.135256 qam17
112747500008.536256 qam18
122827500007.836256 qam19
132907500008.336256 qam20
142987500007.635256 qam21
153067500008.136256 qam22
163147500008.136256 qam23
173227500008.435256 qam24
183307500008.536256 qam25
193707500006.535256 qam26
203787500006.635256 qam27
213867500006.335256 qam28
223947500006.535256 qam29
23410750000534256 qam31
24418750000534256 qam32

 



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Re: Random occasional disconnections

Downstream bonded channels

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

1Locked34.923390
2Locked36.370
3Locked36.350
4Locked36.650
5Locked36.660
6Locked36.670
7Locked36.690
8Locked36.630
9Locked36.370
10Locked35.5200
11Locked36.6110
12Locked36.3160
13Locked36.3160
14Locked35.7410
15Locked36.3290
16Locked36.3310
17Locked35.7190
18Locked36.3140
19Locked35.52020
20Locked35.52870
21Locked353340
22Locked356120
23Locked34.376440
24Locked34.485110

Upstream bonded channels

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

13260000236.8512064 qam5
23940000037.3512064 qam4
34619998638.3512064 qam3
45370000239.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description

13/11/2020 09:03:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 05:20:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 05:20:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 17:20:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 17:20:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 16:50:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 16:50:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:58:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 04:50:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 04:50:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 13:58:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 16:50:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 16:50:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 16:20:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 16:20:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 15:50:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 15:50:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 15:20:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 15:20:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 14:50:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 6 of 9
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Re: Random occasional disconnections

Hi rpatel2,

 

Thanks for posting and sorry for the late reply,

 

I've been able to locate your account using your forum details and it does look like a couple of the hubs channels are out of specificaton.

 

Can you confirm if there has been any change since your last post?

 

Can you please reboot the hub so I can check the levels again?

 

Alex_Rm

 

 

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Message 7 of 9
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Re: Random occasional disconnections

Hi Alex,

In terms of performance, it more or less the same as before with random disconnections from time to time. There is no real distinguishable pattern.

I have reboot the hub earlier today, so you can check new levels.

Many thanks,
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Message 8 of 9
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Re: Random occasional disconnections

Thank you, 

 

Does look like we've identified a short term network issue that could cause degradation or an intermittent service.

We believe it will only be a short term issue and it will be fixed very soon.

 

Can you please confirm the coax cables are secure and tight?

 

Alex_Rm

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Message 9 of 9
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Re: Random occasional disconnections

Hi Alex,

Yes, my coaxial cables both at the hub and on the wall are securely tightened.

Do you have an ETA on fix of this?

Many thanks,


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