Internet connection cuts out

[n_glover]

For the past few months, the internet connection drops out for around 5-10 minutes before returning to normal. this has happened in the past, but stopped and recently resurfaced and is happening recently now. For the past couple of days this has been happening around the same time in the evening. Sometimes when this happens all the router lights turn green and the arrows symbol flashes green if that helps. I use my hub 3 as a normal router if that helps is well.

[Andrew-G]

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[n_glover]

Downstream bonded channels

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

1	283000000	6.6	38	256 qam	19
2	203000000	6.5	38	256 qam	9
3	211000000	6.6	38	256 qam	10
4	219000000	6.5	38	256 qam	11
5	227000000	6.5	37	256 qam	12
6	235000000	7	38	256 qam	13
7	243000000	6.6	38	256 qam	14
8	251000000	6.3	38	256 qam	15
9	259000000	6.1	38	256 qam	16
10	267000000	6.3	37	256 qam	17
11	275000000	6.1	37	256 qam	18
12	291000000	6.8	37	256 qam	20
13	299000000	6.9	37	256 qam	21
14	307000000	6.5	38	256 qam	22
15	315000000	7	38	256 qam	23
16	323000000	7	38	256 qam	24
17	331000000	7.1	38	256 qam	25
18	339000000	6.9	37	256 qam	26
19	347000000	6.8	38	256 qam	27
20	355000000	6.1	37	256 qam	28
21	363000000	6.9	38	256 qam	29
22	371000000	6.9	38	256 qam	30
23	379000000	7.4	38	256 qam	31
24	387000000	7	38	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	5	0
2	Locked	38.6	5	0
3	Locked	38.6	5	0
4	Locked	38.6	5	0
5	Locked	37.6	0	0
6	Locked	38.6	4	0
7	Locked	38.6	4	0
8	Locked	38.9	0	0
9	Locked	38.6	0	0
10	Locked	37.3	5	0
11	Locked	37.3	0	0
12	Locked	37.6	5	0
13	Locked	37.6	5	0
14	Locked	38.6	5	0
15	Locked	38.6	6	0
16	Locked	38.6	5	0
17	Locked	38.6	5	0
18	Locked	37.6	0	0
19	Locked	38.6	6	0
20	Locked	37.6	0	0
21	Locked	38.6	4	0
22	Locked	38.6	4	0
23	Locked	38.6	5	0
24	Locked	38.6	1	0

[n_glover]

Upstream bonded channels

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

1	60300000	51	5120	64 qam	1
2	53700000	50.5	5120	64 qam	2
3	46200000	49.8	5120	64 qam	3
4	39400000	49.3	5120	64 qam	4

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[n_glover]

Network Log

Time Priority Description

01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2021 21:38:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:57:35	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:21:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:30:5	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:27:59	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:27:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:27:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:27:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 03:31:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2021 00:07:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:21:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 04:55:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 21:38:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 05:36:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 00:05:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 17:36:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 07:57:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

I've marked that for staff to advise - looks like it could be an upstream power/noise issue.

[Beth_G]

Morning n_glover,

Welcome to the Community Forums! Thanks so much for your first post.

I'm sorry to hear you've been experiencing an intermittent broadband connection for some time now, I can appreciate how frustrating this must be. Andrew-G is absolutely right, it does appear that your signal levels are out of spec.

I've located your account and can see that there are no network outages reported in your area, so I'm going to pop you over a PM now to arrange an engineer visit for you. Please do look out for my message over at the purple envelope.

Kind regards

Beth

[n_glover]

Yes, you never replied...

[newapollo]

Hi n_glover,

The Community Forums aren't like an instant messenger system.

The Forum Staff do have days off. Looking at Beth's profile she wasn't at work on Tuesday. They generally work 5 days a week unless on overtime.

She will pick up your reply to the PM  next time she's online, hopefully tomorrow and reply. 

Or you can call faults, 150 from a VM phone or 0345 454 1111 and organise an engineer. If you do decide to call rather than waiting for Beth then the best time to call is between 8am and 10am to avoid call queues, or late afternoon around tea time

[Beth_G]

Hi n_glover

I'm sorry for my delayed response to you, I have been off shift over the past two days.

I have booked in the next available engineer appointment for you. Please sign into your My Virgin Media account here to view/manage your appointment time slot.

Do let us know how the visit goes and if you need anything else.

Beth