Menu
Reply
Highlighted
  • 4
  • 0
  • 0
Tuning in
514 Views
Message 1 of 7
Flag for a moderator

Router keeps reconnecting on a loop?

Hi all,

For a while now (at least around 4-5 months) my internet has been randomly dropping. When this happens the router seems to go into a restart loop. I get internet for maybe 10 seconds during one of these cycles, until the router decides to restart itself and this can go on for 2-3 hours at a time. It's very annoying especially since I work from home sometimes and this means I need to rush out to find a public WiFi spot to continue a work call (very unprofessional). 

I spoke to Virgin via phone a few months ago but I don't think the person I spoke to understood the issue, as he kept recommending I restart my router, which I have obviously done multiple times! Any help on this would be greatly appreciated as I would like to stay with Virgin Media for their broadband (by far the easiest ISP to be with) but if this continues unfortunately I'll need to change to a different provider.

Many thanks in advance. 

0 Kudos
Reply
Highlighted
  • 7.7K
  • 613
  • 1.31K
Alessandro Volta
483 Views
Message 2 of 7
Flag for a moderator

Re: Router keeps reconnecting on a loop?

Please go into your hub on 192.168.0.1 and post your up/downstream stats and network log. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Tuning in
449 Views
Message 3 of 7
Flag for a moderator

Re: Router keeps reconnecting on a loop?

Hi, thanks for your quick response Tudor.

Up/downstream stats:
Item Status Comments
Acquired Downstream Channel (Hz)
291000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

Downstream bonded channels

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

129100000017.336256 qam20
21390000001937256 qam1
314700000018.337256 qam2
415500000017.937256 qam3
516300000017.637256 qam4
617100000017.537256 qam5
717900000017.537256 qam6
818700000017.437256 qam7
91950000001737256 qam8
1020300000016.837256 qam9
1121100000016.937256 qam10
1221900000017.337256 qam11
132270000001737256 qam12
142350000001737256 qam13
1524300000016.637256 qam14
1625100000016.637256 qam15
1725900000016.537256 qam16
1826700000016.837256 qam17
1927500000016.836256 qam18
2028300000017.336256 qam19
2129900000017.436256 qam21
2230700000017.636256 qam22
2331500000018.536256 qam23
2432300000018.936256 qam24



Downstream bonded channels

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

1Locked36.6240
2Locked37.650
3Locked37.3300
4Locked37.3370
5Locked37.3260
6Locked37.3180
7Locked37.3170
8Locked37.390
9Locked37.3170
10Locked37.6140
11Locked37.6180
12Locked37.680
13Locked37.6130
14Locked37.3100
15Locked37.6250
16Locked37.6110
17Locked37.3130
18Locked37.6250
19Locked36.3200
20Locked36.6200
21Locked36.6330
22Locked36.6140
23Locked36.6150
24Locked36.670

 

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Tuning in
442 Views
Message 4 of 7
Flag for a moderator

Re: Router keeps reconnecting on a loop?

 

Upstream bonded channels

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

1537000003.3512064 qam2
2394000003.3512064 qam4
3462000003.25512064 qam3
4603000003.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000


Network log:
26/12/2019 10:27:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 14:56:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 14:56:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 14:56:13 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 14:56:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 14:56:18 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 14:56:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 16:58:15 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 16:58:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 16:58:16 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 16:58:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 19:14:51 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 19:14:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 19:14:52 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 19:14:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 19:18:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 19:18:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 19:18:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 19:18:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 19:19:1 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
Highlighted
  • 1.6K
  • 69
  • 117
Forum Team (Retired)
Forum Team (Retired)
414 Views
Message 5 of 7
Flag for a moderator

Re: Router keeps reconnecting on a loop?

Hello Clarencecourt

 

I am sorry to hear you have had these issues, I have just checked from our end and can see there is a problem in your area, the estimated fix date is 06 JAN 2020 09:00

we apologise for any inconvenience caused.

 

Thanks Joe_F

Highlighted
  • 4
  • 0
  • 0
Tuning in
387 Views
Message 6 of 7
Flag for a moderator

Re: Router keeps reconnecting on a loop?

Hi Joe_F,

Thanks very much for your answer. Good to hear. Just wanted to flag that this has been happening consistently for at least the past few months, not only recently... will the fix (hopefully) resolve all issues?

Thanks!
0 Kudos
Reply
Highlighted
  • 1.6K
  • 69
  • 117
Forum Team (Retired)
Forum Team (Retired)
380 Views
Message 7 of 7
Flag for a moderator

Re: Router keeps reconnecting on a loop?

If this persists after the area fault has been fixed, we may need to send a tech specifically to yourself, I cannot do that at the moment as we have identified an area wide fault.

 

Thanks Joe_F