Menu
Reply
cappilio
  • 75
  • 0
  • 4
On our wavelength
237 Views
Message 1 of 5
Flag for a moderator

Vm business broadband intermittent connection..

Been having this issue last week, my setup is exactly the same as it was on my residential package which was solid. 

Moved over to business got the hitron hub. Configured and working however every day I loose connection

End up having to do power cycle each time and it's getting annoying. 

 

Hope some guru will tell me its a noise problem on the line because I can't see what it can be internally. 

 

Port Frequency (Hz) Modulation Power (dBmV) SNR (dB) Channel
1298750000256QAM5.10038.98321
2202750000256QAM8.30040.9469
3210750000256QAM8.80040.36610
4218750000256QAM7.70040.36611
5226750000256QAM6.70040.36612
6234750000256QAM6.20040.36613
7242750000256QAM5.10038.60514
8250750000256QAM3.70038.98315
9258750000256QAM4.20038.98316
10266750000256QAM5.50038.98317
11274750000256QAM5.50040.36618
12282750000256QAM5.00038.98319
13290750000256QAM5.10040.94620
14306750000256QAM3.70038.60522
15314750000256QAM3.00038.98323
16322750000256QAM3.10038.98324
17402750000256QAM4.40038.98325
18410750000256QAM4.90040.36626
19418750000256QAM4.50038.98327
20426750000256QAM4.60038.98328
21434750000256QAM4.80040.36629
22442750000256QAM3.60038.60530
23450750000256QAM3.60038.98331
24458750000256QAM3.00038.60532
Upstream OverviewPort Frequency (Hz) BandWidth Modulation Power (dBmV) Channel
1462000586400000ATDMA46.2502
2537000366400000ATDMA47.7501
3394001026400000ATDMA46.5003
4325999716400000

 

 

0 Kudos
Reply
DJ_Shadow1966
  • 6.78K
  • 1.3K
  • 1.87K
Very Insightful Person
Very Insightful Person
233 Views
Message 2 of 5
Flag for a moderator

Re: Vm business broadband intermittent connection..

Hello

As a side note this forum can only give advice for Business Customers as the VM staff can only deal with Residential customers, best to call / contact business support, there is no forum for business support, you have a TAT of 24hrs.

https://www.virginmediabusiness.co.uk/help-and-advice/get-in-touch/contact-us/

The stats you have posted seem fine, can you also post the rest of the upstream / downstream stats and the logs.

Regards Mike

 

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
cappilio
  • 75
  • 0
  • 4
On our wavelength
227 Views
Message 3 of 5
Flag for a moderator

Re: Vm business broadband intermittent connection..

Thankyou,

I was aware I get the better support via business I was just wary of giving it a call, because they are gonna make me tear the whole setup down probably to be told its my equipment. And I really don't have the energy lol.

As for upstream/downstream that's call I get from the docis/wan tab of the hitron. Nothing more.

Network Access Permitted
IP Address 10.**. **. ***. *
Subnet Mask 255.*. *. 0
DHCP Lease Time 06 Days,09 Hours,12 Minutes,29 Seconds
Downstream Overview

Force Downstream Frequency (MHz)
298.750

Port Frequency (Hz) Modulation Power (dBmV) SNR (dB) Channel
1 298750000 256QAM 5.100 38.983 21
2 202750000 256QAM 8.300 40.946 9
3 210750000 256QAM 8.800 40.366 10
4 218750000 256QAM 7.700 40.366 11
5 226750000 256QAM 6.700 40.366 12
6 234750000 256QAM 6.200 40.366 13
7 242750000 256QAM 5.100 38.605 14
8 250750000 256QAM 3.700 38.983 15
9 258750000 256QAM 4.200 38.983 16
10 266750000 256QAM 5.500 38.983 17
11 274750000 256QAM 5.500 40.366 18
12 282750000 256QAM 5.000 38.983 19
13 290750000 256QAM 5.100 40.946 20
14 306750000 256QAM 3.700 38.605 22
15 314750000 256QAM 3.000 38.983 23
16 322750000 256QAM 3.100 38.983 24
17 402750000 256QAM 4.400 38.983 25
18 410750000 256QAM 4.900 40.366 26
19 418750000 256QAM 4.500 38.983 27
20 426750000 256QAM 4.600 38.983 28
21 434750000 256QAM 4.800 40.366 29
22 442750000 256QAM 3.600 38.605 30
23 450750000 256QAM 3.600 38.983 31
24 458750000 256QAM 3.000 38.605 32
Upstream Overview
Port Frequency (Hz) BandWidth Modulation Power (dBmV) Channel
1 46200058 6400000 ATDMA 46.250 2
2 53700036 6400000 ATDMA 47.750 1
3 39400102 6400000 ATDMA 46.500 3
4 32599971 6400000 ATDMA 45.000 4


Assuming you should be see'in something more?

I also pulled these from the DOCSIS logs


No. Time Type Priority Event
1 07/24/20 11:54:04 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2 07/25/20 19:06:56 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
3 07/25/20 19:07:01 84020200 warning Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
4 07/25/20 21:26:59 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
5 07/25/20 21:27:05 84020200 warning Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6 07/27/20 21:26:05 68010100 error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
7 07/27/20 21:27:02 68010400 error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
8 07/30/20 16:58:59 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
9 07/31/20 18:28:36 68010100 error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10 07/31/20 18:29:14 68010400 error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11 08/04/20 20:07:50 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12 08/05/20 22:40:44 68010100 error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13 08/06/20 05:44:45 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14 08/06/20 13:34:04 68010100 error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15 08/06/20 13:34:59 68010400 error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16 08/08/20 21:25:18 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17 08/10/20 05:47:32 68010100 error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18 08/10/20 07:02:19 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19 08/10/20 16:22:01 68010100 error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20 08/10/20 16:22:41 68010400 error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

The mac starting: 84:0b:7c is my router, so I can see from the log it's erroring:

DHCP REBIND WARNING - Field invalid in response
No Ranging Response received - T3 time-out;CM-MAC=84:0b:7c:57
SYNC Timing Synchronization failure - Loss of Sync

It's irratating me, my hardware is untangle firewall. Hitron in modem mode. Like I said same hardware along time, no issues. Not saying its not. My hardware but it'd say it was highly likely to be something else just due to the fact there has been no changes.

0 Kudos
Reply
DJ_Shadow1966
  • 6.78K
  • 1.3K
  • 1.87K
Very Insightful Person
Very Insightful Person
219 Views
Message 4 of 5
Flag for a moderator
Helpful Answer

Re: Vm business broadband intermittent connection..

Hello

Yeah looking at this nothing pops out to say noise, all stats are within the specifications apart from a couple of T3 errors but they are widely spread and I would expect a couple due to the nature of how DOCSIS work, I think at this point I am afraid that you next point of call is with the business support.

Regards Mike

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
cappilio
  • 75
  • 0
  • 4
On our wavelength
208 Views
Message 5 of 5
Flag for a moderator

Re: Vm business broadband intermittent connection..

Cheers thanks for looking,

IL get on the phone to them next time the drop out occurs. 

I do notice when it happens my router is reporting dns issues, I try a connectivity test fails on both dns and tcp

I was using vm dns server as primary and Google as secondary. I just switched both to Google now on 8.8.8.8 and 8.8.4.4 encase that was the issue.

 

IL keep this thread open and post my response from technical support later encase it can help anyone else. 

 

Again thankyou

0 Kudos
Reply