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Shadizar13
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Random loss of internet

I've been having random drop outs of the internet for a couple of weeks now, the connection drops for between 5 and 25 minutes on average, it can then be stable for the rest of the day or we can get 3 or more drop outs over a couple of hours.

The Wi-fi connection disappears and the Ethernet loses connection, then this occurs I can't connect to the admin page. The router has been replaced but it is still showing the issue. Any suggestions ?

Logs

Downstream bonded channels

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

1187000000938256 qam7
21950000009.538256 qam8
32030000009.638256 qam9
4211000000940256 qam10
52190000008.440256 qam11
62270000008.138256 qam12
7235000000838256 qam13
82430000007.538256 qam14
92510000007.838256 qam15
102590000007.838256 qam16
11267000000838256 qam17
122750000008.338256 qam18
132830000009.440256 qam19
14291000000838256 qam20
15299000000838256 qam21
163070000007.840256 qam22
173150000007.838256 qam23
183230000007.940256 qam24
19443000000238256 qam25
204510000003.938256 qam26
21459000000538256 qam27
224670000004.638256 qam28
234750000005.138256 qam29
244830000005.138256 qam30

 

Downstream bonded channels

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

1Locked38.9180
2Locked38.9130
3Locked38.950
4Locked40.350
5Locked40.950
6Locked38.950
7Locked38.940
8Locked38.900
9Locked38.960
10Locked38.950
11Locked38.950
12Locked38.900
13Locked40.360
14Locked38.950
15Locked38.950
16Locked40.360
17Locked38.940
18Locked40.360
19Locked38.900
20Locked38.650
21Locked38.9140
22Locked38.6130
23Locked38.9130
24Locked38.940

 

Upstream bonded channels

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

1394000003.9512064 qam2
2258000003.9512064 qam4
3326000003.9512064 qam3
4462000003.9512064 qam1

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Shadizar13
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Re: Random loss of internet

Network Log

Time Priority Description

31/05/2020 07:53:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 08:33:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 08:29:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:19criticalReceived 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;
01/01/1970 00:02:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:24criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:23criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:22criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:21criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:20criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 06:23:19criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Re: Random loss of internet

Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take an hour or two to start seeing a sensible picture.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Shadizar13
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Re: Random loss of internet

Annotation 2020-05-31 164938.jpg

I set one up earlier today, 2 outages so far records one happened before the monitor started

 

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Andrew-G
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Re: Random loss of internet

Looks to me like your problem is with power levels, which range from 2 dBmV to 9.6 dBmV.  The values around 8.5 and upward are pressing against the upper limit of 10 dBmV for reliable operation, but I suspect that the 7.6 dBmV range from highest to lowest is the cause of the problems here, and your network log and BQM support the faults you describe. 

This will almost certainly need a technician visit to fix, so you can either text VM on 07533051809 for a call back (can take a day or three), you can wait for the VM forum staff to pick this up and advise on next steps (again, can take a few days), or you can endure the misery of trying to contact VM by phone, and risk dealing with a poorly trained offshore agent going slowly and painfully through their poorly designed scripts that won't solve this problem.

I'd suggest waiting on the forum staff.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Gareth_L
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Re: Random loss of internet

Hello Shadizar13
Thanks for your post and I apologise for the various issues you're having with your broadband connection.
 Upon looking at things from over here, I can see that we have a few niggle with your downstream.This will require an engineer visit to fix.
 I have booked you in with the next available appointment.  Please find the appointment time slot via your online account  This can be cancelled and rearranged from there if needed.
 Let me know if there's anything else I can help with.

Gareth_L

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