on 28-08-2021 23:47
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.
on 29-08-2021 06:38
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.
on 29-08-2021 12:34
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 |
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 |
on 29-08-2021 12:35
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 |
1 | ATDMA | 0 | 0 | 4 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 29-08-2021 12:35
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; |
on 29-08-2021 19:44
I've marked that for staff to advise - looks like it could be an upstream power/noise issue.
on 30-08-2021 08:30
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
on 31-08-2021 21:36
Yes, you never replied...
on 31-08-2021 23:39
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
on 02-09-2021 08:04
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