Menu
Reply
RequestTimedOut
  • 12
  • 0
  • 0
Tuning in
735 Views
Message 1 of 13
Flag for a moderator

Internet been dropping for 1-2 hours every night

Hi again,

Postcode: NG18

For the past 3-4 nights our internet completely drops for 1-2 hours at around midnight.  TiVo / Wired connections all drop completely.

10th July 2020:

10th July10th July

11th July 2020

11th July11th July

12th July 2020

12th July12th July

13th July 2020

13th July13th July

Logs, there were quite a few saying invalid username / password - but they seem to have been replaced with T3 timeouts.

12/07/2020 22:46:33	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 22:46:33	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 22:46:32	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 22:46:32	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:31	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:31	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:30	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:30	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:29	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:28	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:28	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:27	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:27	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:26	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:25	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:25	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:24	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:24	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 01:26:23	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXXXXXXXXXXXXXXXX;CMTS-MAC=YYYYYYYYYYYYYYYYY;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Andrew-G
  • 6.23K
  • 1.1K
  • 2.65K
Very Insightful Person
Very Insightful Person
727 Views
Message 2 of 13
Flag for a moderator

Re: Internet been dropping for 1-2 hours every night

In addition to the dropouts, the BQM looks very noisy even when it is working.  If you look at my BQM, that's what you should hope to see.  If there's a bit of congestion you'll get more spiking, but the shape of your BQM doesn't look like there's any major congestion issue.

Can you go back to where you got the Network log, and then copy and paste (as formatted text) the contents of the Downstream and Upstream tabs?  Then we'll look for any obvious power or noise problems.

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
RequestTimedOut
  • 12
  • 0
  • 0
Tuning in
717 Views
Message 3 of 13
Flag for a moderator

Re: Internet been dropping for 1-2 hours every night

Sure!  When it drops, none of this data is available, but as it's working now - here is the current:

 

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	299000000	6.4	38	256 qam	21
2	139000000	6.4	38	256 qam	1
3	147000000	6.1	38	256 qam	2
4	155000000	6.1	38	256 qam	3
5	163000000	6	38	256 qam	4
6	171000000	6.1	38	256 qam	5
7	179000000	6.3	38	256 qam	6
8	187000000	6.3	38	256 qam	7
9	195000000	6	38	256 qam	8
10	203000000	6	38	256 qam	9
11	211000000	6	38	256 qam	10
12	219000000	5.9	38	256 qam	11
13	227000000	5.8	38	256 qam	12
14	235000000	5.8	38	256 qam	13
15	243000000	5.5	38	256 qam	14
16	251000000	5.6	38	256 qam	15
17	259000000	5.8	38	256 qam	16
18	267000000	5.6	38	256 qam	17
19	275000000	5.5	38	256 qam	18
20	283000000	5.8	38	256 qam	19
21	291000000	6	38	256 qam	20
22	307000000	6.4	38	256 qam	22
23	315000000	6.5	40	256 qam	23
24	323000000	6.8	38	256 qam	24


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	19	0
2	Locked	38.6	7	0
3	Locked	38.9	7	0
4	Locked	38.9	7	0
5	Locked	38.9	4	0
6	Locked	38.6	6	0
7	Locked	38.9	5	0
8	Locked	38.9	7	0
9	Locked	38.9	6	0
10	Locked	38.6	6	0
11	Locked	38.6	6	0
12	Locked	38.9	7	0
13	Locked	38.6	5	0
14	Locked	38.6	5	0
15	Locked	38.9	5	0
16	Locked	38.9	5	0
17	Locked	38.6	7	0
18	Locked	38.9	6	0
19	Locked	38.9	6	0
20	Locked	38.6	7	0
21	Locked	38.9	6	0
22	Locked	38.9	6	0
23	Locked	40.9	6	0
24	Locked	38.9	2	0
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	4.325	5120	64 qam	1
2	25800000	4.325	5120	16 qam	4
3	32600000	4.204	5120	64 qam	3
4	39400000	4.204	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
0 Kudos
Reply
Paul_DN
  • 5.88K
  • 348
  • 625
Forum Team
Forum Team
659 Views
Message 4 of 13
Flag for a moderator

Re: Internet been dropping for 1-2 hours every night

Hi RequestTimedOut,

 

Thank you for reaching out to us in our community and a warm welcome to you, I am sorry to hear you are having issues with your connection dropping .

 

 

So I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.

 

Regards

 

Paul.

0 Kudos
Reply
RequestTimedOut
  • 12
  • 0
  • 0
Tuning in
655 Views
Message 5 of 13
Flag for a moderator

Re: Internet been dropping for 1-2 hours every night

Sent 🙂
0 Kudos
Reply
Paul_DN
  • 5.88K
  • 348
  • 625
Forum Team
Forum Team
654 Views
Message 6 of 13
Flag for a moderator

Re: Internet been dropping for 1-2 hours every night

Hi RequestTimedOut

 

There is an open fault in your area this looks like it has been pressent for a little while but only just picked up the ticket number is F008224294  , the estimated fix date is 14/07/20 @ 12:25 , please note this is estimated and may be rescheduled  .

 

Regards

 

Paul.

0 Kudos
Reply
RequestTimedOut
  • 12
  • 0
  • 0
Tuning in
616 Views
Message 7 of 13
Flag for a moderator

Re: Internet been dropping for 1-2 hours every night

Thank you Paul, it didn't drop last night which is great!

Is there a way we can reduce our BQM?
0 Kudos
Reply
David_Bn
  • 4.98K
  • 230
  • 409
Forum Team
Forum Team
613 Views
Message 8 of 13
Flag for a moderator

Re: Internet been dropping for 1-2 hours every night

Hey RequestTimedOut,

 

Just picking this up for Paul. 

 

Can you please elaborate on what you mean by reducing the BQM for me? 

 

Kindest regards,

 

David_Bn

0 Kudos
Reply
RequestTimedOut
  • 12
  • 0
  • 0
Tuning in
595 Views
Message 9 of 13
Flag for a moderator

Re: Internet been dropping for 1-2 hours every night

Sorry, i thought it was called that. If you look at our graph, there is large yellow spikes which means increased latency..

Our Graph: https://www.thinkbroadband.com/broadband/monitoring/quality/share/8c9c6b17a7830009eccd2df78568432e42...

Compare this to user @Andruser's graph: https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ac80dc0846e3e567b776b705710d848f2...

How can we reduce the latency and remove those spikes?
0 Kudos
Reply
David_Bn
  • 4.98K
  • 230
  • 409
Forum Team
Forum Team
566 Views
Message 10 of 13
Flag for a moderator

Re: Internet been dropping for 1-2 hours every night

Hi RequestTimedOut,

 

Can you please advise me firstly, if you are in a PM conversation with Paul_Dn? It wouldn't be good if we're both trying to give you advice for the same issue?

 

Kindest regards,

 

David

0 Kudos
Reply