Menu
Reply
n_glover
  • 18
  • 0
  • 0
Joining in
1,225 Views
Message 1 of 38
Flag for a moderator

Internet connection cuts out

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.

0 Kudos
Reply
Andrew-G
  • 9.95K
  • 1.6K
  • 4.44K
Alessandro Volta
1,198 Views
Message 2 of 38
Flag for a moderator

Re: Internet connection cuts out

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.

0 Kudos
Reply
n_glover
  • 18
  • 0
  • 0
Joining in
1,182 Views
Message 3 of 38
Flag for a moderator

Re: Internet connection cuts out

 
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12830000006.638256 qam19
22030000006.538256 qam9
32110000006.638256 qam10
42190000006.538256 qam11
52270000006.537256 qam12
6235000000738256 qam13
72430000006.638256 qam14
82510000006.338256 qam15
92590000006.138256 qam16
102670000006.337256 qam17
112750000006.137256 qam18
122910000006.837256 qam20
132990000006.937256 qam21
143070000006.538256 qam22
15315000000738256 qam23
16323000000738256 qam24
173310000007.138256 qam25
183390000006.937256 qam26
193470000006.838256 qam27
203550000006.137256 qam28
213630000006.938256 qam29
223710000006.938256 qam30
233790000007.438256 qam31
24387000000738256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.650
2Locked38.650
3Locked38.650
4Locked38.650
5Locked37.600
6Locked38.640
7Locked38.640
8Locked38.900
9Locked38.600
10Locked37.350
11Locked37.300
12Locked37.650
13Locked37.650
14Locked38.650
15Locked38.660
16Locked38.650
17Locked38.650
18Locked37.600
19Locked38.660
20Locked37.600
21Locked38.640
22Locked38.640
23Locked38.650
24Locked38.610
0 Kudos
Reply
n_glover
  • 18
  • 0
  • 0
Joining in
1,181 Views
Message 4 of 38
Flag for a moderator

Re: Internet connection cuts out

 
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000051512064 qam1
25370000050.5512064 qam2
34620000049.8512064 qam3
43940000049.3512064 qam4


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0040
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
n_glover
  • 18
  • 0
  • 0
Joining in
1,180 Views
Message 5 of 38
Flag for a moderator

Re: Internet connection cuts out

 
Network Log
Time Priority Description
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2021 21:38:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:57:35criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:21:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:30:5criticalReceived 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 08:27:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:27:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:27:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:27:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 03:31:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2021 00:07:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:21:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 04:55:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 21:38:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 05:36:46ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 00:05:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 17:36:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 07:57:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Andrew-G
  • 9.95K
  • 1.6K
  • 4.44K
Alessandro Volta
1,146 Views
Message 6 of 38
Flag for a moderator

Re: Internet connection cuts out

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

0 Kudos
Reply
Beth_G
  • 4.8K
  • 276
  • 511
Forum Team
Forum Team
1,103 Views
Message 7 of 38
Flag for a moderator

Re: Internet connection cuts out

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

Beth
0 Kudos
Reply
n_glover
  • 18
  • 0
  • 0
Joining in
1,067 Views
Message 8 of 38
Flag for a moderator

Re: Internet connection cuts out

Yes, you never replied...

0 Kudos
Reply
newapollo
  • 12.2K
  • 1.64K
  • 3.71K
Very Insightful Person
Very Insightful Person
1,053 Views
Message 9 of 38
Flag for a moderator

Re: Internet connection cuts out

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

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

I'm a Very Insightful Person, I'm here to share knowledge. Learn more

Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks

The do's and don'ts. Keep the community welcoming for all. Follow the house rules
0 Kudos
Reply
Beth_G
  • 4.8K
  • 276
  • 511
Forum Team
Forum Team
997 Views
Message 10 of 38
Flag for a moderator

Re: Internet connection cuts out

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

Beth
0 Kudos
Reply