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JamesGemmell
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Intermittent outages

Dear Sirs,

I have had problems with intermittent outages over the past couple of months. I am now working from home (as we all are!) and connected to my computer at work via a VPN connection. The outages usually happen between 10:30am and 2:30pm. Usually I am disconnected for 10-20seconds and then reconnection is enabled automatically - this disconnection and reconnection can happen every 5minutes.

Having reviewed other people's comments on this issue I have set up a BQM and have copied the text in the 'Direct Link' box below

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bf2a533325f82dd2837a53981aba058744...

Is this enough? Is someone able to review the above and determine how I may fix the issue?

Thanks

James

 

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Andrew-G
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Re: Intermittent outages

We'll need a bit more than a BQM.  If you can post the status data from your hub, we'll need the Downstream, Upstream and Network log.  Copy and paste as formatted text, not as images and screenshots, that'll enable the forum software to strip out any personal data like IP addresses.

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JamesGemmell
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Re: Intermittent outages

Here is my status data from my Hub (as copied from the configuration panel of my internet router/modem)

Hub 3.0 device informationThe information below shows current status of this Hub 3.0.

Standard specification compliant : DOCSIS 3.0
Hardware version : 10
Software version : 9.1.1811.401
Cable MAC address : **:**:**:**:**:**
Cable modem serial number : AAAP62660778
System up time : 10 days 7h:29m:5s
Network access : Allowed
 
WAN IP settings
Your current Hub 3.0 internet settings are displayed below
MAC address : **:**:**:**:**:**
IPv6 address : Not Available
IPv6 default gateway : FE80::201:5CFF:FE8A:A647
IPv6 lease time : 0 days 0h:0m:0s
IPv6 lease expire : 00/00/0 00:00:00.00
IPv6 DNS servers : undefined
IPv4 address [MOD EDIT: REMOVED]
Default gateway : 86.28.176.1
IPv4 lease time : 5 days 3h:0m:8s
IPv4 lease expire : 09/09/2020 19:40:58.00
IPv4 DNS servers : 194.168.8.100

 

 

Also, see below

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
259000000
Locked
Ranged Upstream Channel (Hz)
25800068
Locked
Provisioning State
Online
 

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 259000000 6 37 256 qam 16
2 251000000 6.3 37 256 qam 15
3 267000000 6 37 256 qam 17
4 275000000 6.1 37 256 qam 18
5 283000000 6.3 37 256 qam 19
6 291000000 6.1 37 256 qam 20
7 299000000 6.1 37 256 qam 21
8 307000000 6.3 37 256 qam 22
9 315000000 6.4 37 256 qam 23
10 323000000 6.6 37 256 qam 24
11 371000000 5.8 37 256 qam 25
12 379000000 5.6 37 256 qam 26
13 387000000 5.5 37 256 qam 27
14 395000000 5.5 37 256 qam 28
15 411000000 5.8 37 256 qam 29
16 419000000 5.8 37 256 qam 30
17 427000000 5.5 37 256 qam 31
18 435000000 5.3 37 256 qam 32
19 443000000 5 37 256 qam 33
20 451000000 4.8 37 256 qam 34
21 459000000 4.9 37 256 qam 35
22 467000000 4.5 37 256 qam 36
23 475000000 4.4 37 256 qam 37
24 483000000 4.1 37 256 qam 38


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 451 0
2 Locked 37.6 431 13
3 Locked 37.6 566 0
4 Locked 37.3 512 0
5 Locked 37.6 457 0
6 Locked 37.6 517 0
7 Locked 37.3 522 44
8 Locked 37.3 403 0
9 Locked 37.6 394 0
10 Locked 37.6 475 0
11 Locked 37.3 460 0
12 Locked 37.6 572 0
13 Locked 37.6 725 0
14 Locked 37.3 578 0
15 Locked 37.6 570 0
16 Locked 37.3 743 0
17 Locked 37.6 788 0
18 Locked 37.3 922 0
19 Locked 37.6 1084 0
20 Locked 37.3 1315 0
21 Locked 37.3 1591 0
22 Locked 37.3 1724 0
23 Locked 37.6 1840 0
24 Locked 37.3 2450 0

 

Upstream logs &

General Configuration &

Network log to follow
 
Thanks
 

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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JamesGemmell
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Re: Intermittent outages

 

..contd.

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1258000684.475512064 qam12
2394000254.5512064 qam10
3462000174.525512064 qam9
4325999614.475512064 qam11


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsl10016u+voc-b.cm


Primary Downstream Service Flow
SFID293776
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID293775
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network LogTime Priority Description
04/09/2020 16:40:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 16:39:58Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:49:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:49:22Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:47:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:37:43Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:29:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:28:39Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:22:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 04:09:15ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 03:11:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 07:53:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 07:39:42ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 06:51:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 06:11:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 06:11:22ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 22:14:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 15:06:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 11:53:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 11:09:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Hope that's enough to wade through!

I got a message when I tried to post this saying "Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied."

This seems to have removed all MAC info and replaced it with asterisks - is this an issue?

James

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FrusTivo
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Message 5 of 22
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Re: Intermittent outages

Hi James .... I must admit to being completely baffled by the data that you have provided, but did you get a cause / resolution / fix for the problem? (I have been experiencing random intermittent drop outs for a while now; very frustrating.)
Andrew-G
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Re: Intermittent outages

That's exactly what I was after, ta.  You're right about the "invalid HTML message", and obscuring the IP and MAC addresses in the intended result.  I've asked the mods to take a look because I think I can still see your IP address in the Configuration section - that shouldn't happen, in my view.

In terms of what the data shows, the Network log isn't particular problematic, power and noise data look OK.  Your BQM is initially good, but then at around 5pm it looks much worse.  Might be worth letting that run for another 24 hours and re-posting.  I do note that the hub's got ten days uptime - might be worth a reboot, or even a pinhole reset of the device (you'll lose any custom wifi settings unless you go into the hub's Admin menu and back them up, and the admin password will revert to the default 8 digit code on the base of the hub).  Whilst you're at it, undo and remake the connections for the hub's coax cable, and tighten the nuts to finger tightness.  On what devices are you seeing the outages, and how are they connected?

Sorry I can't be more specific at the moment.

 

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JamesGemmell
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Message 7 of 22
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Re: Intermittent outages

Thanks for your input.

It has been fine until today, well the past couple of hours.

I have switched the hub off, then unscrewed the hub's coax cables, then finger-tightened them then switched the hub back on.

It has been working fine for past 20mins but now I cannot connect to my VPN at all so thought I'd upload my current BQM again for you to have a look at. The red bands are when I switched off hub today.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bf2a533325f82dd2837a53981aba058744a8e410

The outages only occur on my PC (the one that has the VPN connection to my PC at work). My PC is conected to hub via ethernet cable.

Would the whole ream of numbers that I sent last week be useful again?

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JamesGemmell
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Re: Intermittent outages

Please could someone assist me with fixing my intermittent Broadband. Sometimers it is happening every 3mins and it is getting very difficult to do my work from home. I have posted this before and I got a helpful response from Andruser. He suggested various things which I have done but the problem persists. Can someone from Virgin Media please look into this as this is getting very frustrating.

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MikeRobbo
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Message 9 of 22
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Re: Intermittent outages

Can you repost your Hub stats please, the latest ones showing are a week old.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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JamesGemmell
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Re: Intermittent outages

Hi Mike,

Here is my direct link relating to my BQM.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bf2a533325f82dd2837a53981aba058744...

I will post my other data tomorrow. The Virgin media site where I can access the data cannot connect me as it thinks someone else is signed in - probably to do with the fact that the Broadband is intermittent and it reset itself.

 

Thanks

James 

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