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Keep timing out, unstable connection

over the last week or so i've had constant connection issues with our broadband. Rebooting the router on a daily basis, sometimes more than once a day. Response times are incredibly slow or timing out altogether. i raised this a few months ago and an engineer came onsite and couldn't resolve the issue but as it wasn't as bad back then we decided to leave it. I have included some screen shots as examples.

network log.pngping bbc.pngping google.pngbroadband monitoring.pngupstream channels.png

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MikeRobbo
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Alessandro Volta
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Message 2 of 12
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Re: Keep timing out, unstable connection

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 12
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Re: Keep timing out, unstable connection

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen shots.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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JitteryPinger
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Message 4 of 12
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Re: Keep timing out, unstable connection

Wow, looks interesting, something is certainly broken somewhere.

Unfortunately this looks to also be affected by a congestion (utilisation) issue, it's not a quick or easy fix, hopefully if this issue has been ongoing for some time it might be closer to a resolution.

Hold on here and someone from the Virgin Team will have a look and give your more info however could be a few days or so.



If I've helped let me know 🙂

10 year's managing 9 Virgin Media accounts, and things never got any better, closed last 4 accounts since January 2021 :L

I give 'my' experience to help where possible.
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MikeRobbo
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Alessandro Volta
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Message 5 of 12
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Re: Keep timing out, unstable connection

At the top of the next hour please try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

While the Hub is powered off go around all the accessible co-ax connectors inside and outside to ensure that they are finger tight by slackening off and then retightening.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check your live BQM again in half an hour or so.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
section_32
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Message 6 of 12
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Re: Keep timing out, unstable connection

Broadband monitor Live 

here's the live link as requested

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section_32
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Message 7 of 12
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Re: Keep timing out, unstable connection

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

7.9

40

256 qam

9

2

211000000

7.9

40

256 qam

10

3

219000000

7.8

40

256 qam

11

4

227000000

7.8

40

256 qam

12

5

235000000

7.5

40

256 qam

13

6

243000000

7.1

40

256 qam

14

7

251000000

7

40

256 qam

15

8

259000000

6.9

40

256 qam

16

9

267000000

7.1

40

256 qam

17

10

275000000

7

40

256 qam

18

11

283000000

7.4

40

256 qam

19

12

291000000

7.4

40

256 qam

20

13

299000000

7.4

40

256 qam

21

14

307000000

7.3

40

256 qam

22

15

315000000

7.4

40

256 qam

23

16

323000000

7.6

40

256 qam

24

17

331000000

7.5

40

256 qam

25

18

371000000

7.8

40

256 qam

26

19

379000000

7.8

40

256 qam

27

20

387000000

7.9

40

256 qam

28

21

395000000

7.9

40

256 qam

29

22

403000000

7.5

40

256 qam

30

23

411000000

7.4

40

256 qam

31

24

419000000

7

40

256 qam

32


Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

7

0

2

Locked

40.3

14

0

3

Locked

40.3

13

0

4

Locked

40.9

7

0

5

Locked

40.3

14

0

6

Locked

40.3

18

0

7

Locked

40.3

6

0

8

Locked

40.3

14

0

9

Locked

40.3

14

0

10

Locked

40.3

9

0

11

Locked

40.3

8

0

12

Locked

40.9

5

0

13

Locked

40.3

17

0

14

Locked

40.3

18

0

15

Locked

40.9

18

0

16

Locked

40.3

6

0

17

Locked

40.9

23

0

18

Locked

40.3

1

0

19

Locked

40.3

15

0

20

Locked

40.9

24

0

21

Locked

40.3

8

0

22

Locked

40.3

10

0

23

Locked

40.3

16

0

24

Locked

40.9

10

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

44.5

5120

64 qam

1

2

39400000

43.5

5120

64 qam

4

3

53700000

44.3

5120

64 qam

2

4

46200000

43.8

5120

64 qam

3


Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

4

0

4

ATDMA

0

0

0

0

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Message 8 of 12
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Re: Keep timing out, unstable connection

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-bbt062+voc-b.cm


Primary Downstream Service Flow

SFID

224782

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0


Primary Upstream Service Flow

SFID

224781

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

Network Log

Time

Priority

Description

14/01/2021 02:08:48

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 00:52:52

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/01/2021 16:27:26

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/01/2021 15:57:16

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/01/2021 06:35:27

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/01/2021 03:34:4

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/01/2021 01:10:28

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/01/2021 00:23:54

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/01/2021 00:21:6

Error

Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/01/2021 22:40:12

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/01/2021 22:31:54

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/01/2021 13:22:30

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/01/2021 13:10:37

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/01/2021 08:33:6

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/01/2021 23:14:40

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/01/2021 09:52:10

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/01/2021 09:46:23

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/01/2021 06:06:44

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/01/2021 05:12:0

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/01/2021 22:44:28

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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section_32
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Message 9 of 12
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Re: Keep timing out, unstable connection

i can't do this right now as i work from home and kids home schooling at the moment means i can't restart the router currently. however i would note that the engineer that came on site a few months ago replaced all the co-ax connections

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section_32
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Message 10 of 12
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Re: Keep timing out, unstable connection

interestingly, since reporting the issue it seems to have dropped back to normal. no action taken on my end.

BQM 

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