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Internet connection keeps dropping multiple times a day

Hello,

I am new to forum, but thought maybe I can get some help here seeing as I got disconnected with VM customer services after waiting an hour to get through. 

current package 200mpbs 

I did manage to speak to someone last week after a 75min wait, this was in regards to the constant issue I am having with the internet dropping out and then taking 10-15mins to get back online (at times requires a manual reboot). This happens multiple times a day. It is quite frustrating when you are working from home and then in the middle of Skype/zoom meeting/presentations the connection drops.

so when I spoke to the advisor there were no local issues but he said he would send out a new router as it maybe a hardware fault. Since connecting the new router the issue still persists and still dropping multiple times a day. 

any help will be appreciated 

thanks in advance  

 



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.940
2Locked40.360
3Locked40.950
4Locked40.950
5Locked40.950
6Locked40.350
7Locked40.960
8Locked40.340
9Locked40.960
10Locked40.960
11Locked40.340
12Locked40.350
13Locked40.950
14Locked40.350
15Locked40.960
16Locked40.350
17Locked40.380
18Locked40.900
19Locked40.300
20Locked40.340
21Locked40.9110
22Locked40.960
23Locked40.9120
24Locked40.340

 

Upstream bonded channels

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

1462000073.8512064 qam3
2394000003.8512064 qam4
3537000393.8512064 qam2
4603000193.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

08/11/2020 00:02:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 22:31:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:02:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 10:42:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 08:30:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 22:36:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 22:36:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 22:09:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 21:58:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 21:58:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 21:02:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 21:02:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Alessandro Volta
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Message 2 of 7
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Re: Internet connection keeps dropping multiple times a day

Can you post the first table from the Downstream tab please.

then

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 7
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Re: Internet connection keeps dropping multiple times a day

Downstream bonded channels

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

14027500003.440256 qam30
22027500002.240256 qam9
32107500002.240256 qam10
42187500002.240256 qam11
52267500002.440256 qam12
62347500002.540256 qam13
72427500002.540256 qam14
82507500002.740256 qam15
92587500002.540256 qam16
102667500002.740256 qam17
112747500002.740256 qam18
122827500002.740256 qam19
132907500002.940256 qam20
142987500003.440256 qam21
153067500003.440256 qam22
163147500003.240256 qam23
173227500003.240256 qam24
183307500003.240256 qam25
193707500003.540256 qam26
203787500003.540256 qam27
213867500003.440256 qam28
22394750000340256 qam29
234107500003.540256 qam31
244187500003.740256 qam32
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Message 4 of 7
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Re: Internet connection keeps dropping multiple times a day

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Message 5 of 7
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Re: Internet connection keeps dropping multiple times a day

Still having issues with connection dropping

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Re: Internet connection keeps dropping multiple times a day

Still having issues, please could someone have a look at the BQM and recommend what to do? Or if anyone from Virgin can help?

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Forum Team
Forum Team
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Re: Internet connection keeps dropping multiple times a day

Hi Greenpea, 

 

Welcome to the Community and thank you for posting. 

 

My sincere apologies for the delay, we have been a little busier than usual at the moment. 
 

I appreciate there has been a few days passed since your last post so I have taken a look from our side.

I have checked the downstream and upstream power levels and they are all running within spec across all channels. 

 

Are you still experiencing drop outs with the service please?

 

 

Nat
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