Virgin Media Community

[re84uk]

Hi

Since yesterday evening I have been receiving very regular disconnects.  I am in the SS1 area of Southend-on-sea (VM area reference 06), is anyone else experiencing this?

Thanks

[DJ_Shadow1966]

Hello

When you say disconnects do you mean you internet goes down if so can you please do the following.

Can you please post your network stats from the hub

Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1

Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.

Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.

Regards Mike

[re84uk]

Hi, thanks for your help.

Yes I get disconnected from the internet, sometimes my hub will reboot itself.

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	139000000	147000000	155000000	163000000	171000000	179000000	187000000	195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	-6.25	-5.79	-6.06	-6.05	-6.23	-6.04	-5.91	-6.19
RxMER (dB)	35.97	36.61	36.39	36.84	36.84	37.09	37.09	37.09
Pre RS Errors	685	428	458	402	535	435	409	1039
Post RS Errors	462	298	334	324	368	341	319	973

Upstream  US-1 US-2 US-3 US-4

Channel Type	N/A	2.0	2.0	N/A
Channel ID	N/A	2	3	N/A
Frequency (Hz)	N/A	31000000	24400000	N/A
Ranging Status	Other	Success	Success	N/A
Modulation	N/A	64QAM	64QAM	N/A
Symbol Rate (Sym/sec)	N/A	5120000	5120000	N/A
Mini-Slot Size	N/A	2	2	N/A
Power Level (dBmV)	N/A	53.25	52.75	N/A
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	1	0	0	0
T4 Timeouts	0	0	0	0

General Configuration

Network Access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	EuroDOCSIS 3.0
Config File

Network Log

First Time	Last Time	Priority	Error Number	Description
18/10/2019 15:47:36 GMT	18/10/2019 15:47:36 GMT	Error (4)	68010302	DHCP WAN IP - [removed]
18/10/2019 15:46:47 GMT	18/10/2019 15:46:47 GMT	Error (4)	68000407	TOD established
18/10/2019 15:46:41 GMT	18/10/2019 15:46:41 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
18/10/2019 15:46:35 GMT	18/10/2019 15:46:35 GMT	Notice (6)	84000510	Downstream Locked Successfully
18/10/2019 15:46:28 GMT	18/10/2019 15:46:28 GMT	Critical (3)	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
18/10/2019 15:46:22 GMT	18/10/2019 15:46:22 GMT	Critical (3)	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
18/10/2019 13:10:46 GMT	18/10/2019 13:10:46 GMT	Warning (5)	66050310	Auth Success - Web login successful.
18/10/2019 12:46:45 GMT	18/10/2019 12:46:45 GMT	Error (4)	68010302	DHCP WAN IP - [removed]
18/10/2019 12:45:57 GMT	18/10/2019 12:45:57 GMT	Error (4)	68000407	TOD established
18/10/2019 12:45:49 GMT	18/10/2019 12:45:49 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
18/10/2019 12:45:42 GMT	18/10/2019 12:45:42 GMT	Notice (6)	84000510	Downstream Locked Successfully
18/10/2019 12:45:35 GMT	18/10/2019 12:45:35 GMT	Critical (3)	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
18/10/2019 12:45:24 GMT	18/10/2019 12:45:24 GMT	Critical (3)	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
18/10/2019 12:27:54 GMT	18/10/2019 12:27:54 GMT	Warning (5)	66050310	Auth Success - Web login successful.
18/10/2019 12:27:44 GMT	18/10/2019 12:27:44 GMT	Warning (5)	66050310	Auth Success - Web login successful.
18/10/2019 12:14:09 GMT	18/10/2019 12:14:09 GMT	Warning (5)	66050310	Auth Success - Web login successful.
18/10/2019 12:10:54 GMT	18/10/2019 12:10:54 GMT	Error (4)	68010302	DHCP WAN IP - [removed]
18/10/2019 12:09:53 GMT	18/10/2019 12:09:53 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
18/10/2019 11:59:18 GMT	18/10/2019 11:59:18 GMT	Error (4)	68010302	DHCP WAN IP - [removed]

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[DJ_Shadow1966]

Hello

What is your speed normally on the internet connection and I take it you may still have a superhub 2.0, if you want to upgrade to the hub 3.0 for free go here https://www.virginmedia.com/shop/hub-swap.html?buspart=uk_app_connect2_hubswap

Mike

[DJ_Shadow1966]

Hello

Check the stats / power levels and everything looks to be within specification.

Mike

[griffin]

The downstream power levels are just out of VM spec on most of the channels.
The upstream is a tad warm, but should be OK if stable.

The logs are showing the connection dropping and re-registering with the CMTS which would look like the Hub rebooting.

You could give the coax a quick once over checking for obvious signs of damage and all connectors are hand tight, but you will probably need a tech visit if there is not a local area fault.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

[Paulsherlockiwa]

I'm the same area as you and since Thursday I have also experienced similar issues.

I work from home and also in Iwade (just over the water from you) have to use a Vodafone booster for signal. Internet has been  intermittently dropping off and also slowing down.

I can tell from my phone signal dying and also when on the xbox the lag is unplayable. My network has had no changes so I'm convinced this is a Virgin issue and even more so following your post.

I think I'll give them a week to resolve it or I'm going to goto another provider as I'm out of contract.

The thought of using their support feels me with dread. I've only ever known them to be inept.

Thanks

Paul

[Melissa_F]

Hi re84uk,

Thanks for your post and sorry to see that you're having problems with your broadband disconnecting regularly.

From what you've posted already, it looks like I'll need to have a closer look at things, so I'll pop you a private message requesting some information.

I'll speak to you there.

Thanks

Melissa