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regular internet disconnections

since I moved to my new home, internet disconnections happens at least once a day. Internet (both wireless and wired) shuts down and nothing changes on the the virgin media hub 3  (clear white light)

I have to turn off the hub and on again and wait for five minutes to get internet back. I am working from home and this is becoming really disturbing. Does anyone have the same problem ?

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Alessandro Volta
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Re: regular internet disconnections

What is your contracted speed ?

++++++++++++++++++++++++++++++++++++++++++++++++

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 your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

++++++++++++++++++++++++++++++++++++++++++++++++

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

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 'Live 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.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: regular internet disconnections

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, Configuration and Network Log tabs onto here, if you get a yellow / straw box 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.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: regular internet disconnections

Downstream bonded channels

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

14027500000.538256 qam30
2202750000-237256 qam9
3210750000-237256 qam10
4218750000-237256 qam11
5226750000-1.737256 qam12
6234750000-1.737256 qam13
7242750000-1.737256 qam14
8250750000-1.537256 qam15
9258750000-1.537256 qam16
10266750000-1.537256 qam17
11274750000-1.437256 qam18
12282750000-1.238256 qam19
13290750000-1.237256 qam20
14298750000-0.937256 qam21
15306750000-0.738256 qam22
16314750000-0.538256 qam23
17322750000-0.238256 qam24
18330750000038256 qam25
193707500000.438256 qam26
203787500000.538256 qam27
213867500000.538256 qam28
223947500000.538256 qam29
234107500000.538256 qam31
244187500000.738256 qam32



Downstream bonded channels

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

1Locked38.950
2Locked37.650
3Locked37.660
4Locked37.650
5Locked37.650
6Locked37.650
7Locked37.660
8Locked37.640
9Locked37.620
10Locked37.650
11Locked37.660
12Locked38.670
13Locked37.350
14Locked37.350
15Locked38.650
16Locked38.650
17Locked38.650
18Locked38.600
19Locked38.600
20Locked38.640
21Locked38.990
22Locked38.650
23Locked38.620
24Locked38.610

 

Upstream bonded channels

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

14620000443.8512064 qam3
23259998341.3512064 qam5
33940002142.3512064 qam4
45370000443.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: regular internet disconnections

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
kldJKDHSUBsgvca69834ncxv98732



Primary Downstream Service Flow

SFID3202
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID3201
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

 

Network Log

Time Priority Description

11/11/2020 09:48:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 23:24:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 01:06:39noticeSW download Successful - Via NMS
09/11/2020 01:04:50noticeSW Download INIT - Via NMS
07/11/2020 15:29:16noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 23:08:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 22:33:57noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 03:03:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 03:03:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 02:59:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 15:03:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 15:03:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 14:05:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 14:05:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 13:37:20noticeSW download Successful - Via Config file
31/10/2020 13:34:34noticeSW Download INIT - Via Config file
31/10/2020 13:34:25ErrorDisruption during SW download - Power Failure
31/10/2020 13:31:43noticeSW Download INIT - Via Config file
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 13:16:10Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: regular internet disconnections

Hi Bsbai, 

Thanks for your post and welcome to our community. 

Very sorry for the delay in getting back in touch, we have been busier than usual. 

I'm also sorry for the issues you've been having, this isn't good. 

I have had a look at the back end of things and can see you're impacted by a local issue under the reference F008570975. This fault can cause an intermittent service and disruption. It was raised on the 10th November and is due to be fixed tomorrow 20th November at 16:45. 

 

I'm sure we'll have it sorted tomorrow but do pop back if you have any further issues. 

Emma_C - Forum Team
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