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TomS1
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Repeated loss of internet service

My internet access drops often and has done for years – I did try and get some help in 2017 but despite a new SH3, the problem persists.

I’ve got the M200 service and speed (in the same room as the SH3) can be good and elsewhere it’s OK but with a very large drop in speed – but the random signal outages is driving the family mad. I'm not anywhere near understanding the stuff I just got from the SH3, but hopefully you guys can:

 

Time

Priority

Description

27/08/2020 11:44:22

notice

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

26/08/2020 21:10:4

critical

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

25/08/2020 11:41:49

notice

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

25/08/2020 11:40:55

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 07:05:11

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 07:05:11

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/08/2020 21:05:54

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/08/2020 19:40:24

critical

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

23/08/2020 11:06:41

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2020 19:54:14

critical

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

20/08/2020 09:52:30

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2020 09:52:30

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2020 02:04:51

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/08/2020 19:25:34

critical

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

19/08/2020 18:17:16

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/08/2020 04:31:19

critical

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

19/08/2020 02:42:5

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/08/2020 08:33:45

critical

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

14/08/2020 06:40:29

critical

Received 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;

14/08/2020 06:39:59

Warning!

TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks

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FrogCF
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Message 2 of 10
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Re: Repeated loss of internet service

Hi,

Thank you for that information,
Please could provide me with what current hub using?

Please, login your hub using 192.168.0.1 provide me all the tabs in the section.

http://192.168.0.1/?device_networkstatus&mid=NetworkStatus
I work for Virgin Media - but all opinions posted here are my own
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TomS1
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Re: Repeated loss of internet service

able Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
723000000
Locked
Ranged Upstream Channel (Hz)
46200046
Locked
Provisioning State
Online

 

Downstream bonded channels

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

17230000001638256 qam40
253900000015.637256 qam17
354700000015.537256 qam18
455500000015.837256 qam19
55630000001637256 qam20
65710000001637256 qam21
757900000015.637256 qam22
85870000001638256 qam23
959500000016.338256 qam24
1060300000016.438256 qam25
1161100000015.838256 qam26
1261900000015.837256 qam27
1362700000016.338256 qam28
1463500000016.437256 qam29
1564300000016.838256 qam30
1665100000016.538256 qam31
1765900000016.638256 qam32
1866700000016.938256 qam33
196750000001738256 qam34
2068300000016.938256 qam35
2169100000016.938256 qam36
2269900000016.938256 qam37
2370700000016.838256 qam38
2471500000016.538256 qam39



Downstream bonded channels

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

1Locked38.9190
2Locked37.6570
3Locked37.6330
4Locked37.6360
5Locked37.6280
6Locked37.6230
7Locked37.6270
8Locked38.9240
9Locked38.6140
10Locked38.6290
11Locked38.6230
12Locked37.6360
13Locked38.6260
14Locked37.3310
15Locked38.9360
16Locked38.62916
17Locked38.6220
18Locked38.6280
19Locked38.6240
20Locked38.9240
21Locked38.9180
22Locked38.6210
23Locked38.6190
24Locked38.6310
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TomS1
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Re: Repeated loss of internet service

Upstream bonded channels

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

1462000463.25512064 qam3
2393999693.25512064 qam4
3537000633.25512064 qam2
4603000463.25512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
7dsfd;kfoA,.iyewrkldJKDHSUBsgv



Primary Downstream Service Flow

SFID538
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID537
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

02/09/2020 07:34:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 01:15:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 01:15:22Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 01:14:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:56:58criticalReceived 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;
28/08/2020 00:56:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:56:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:56:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:56:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:56:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:51:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:46:58criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:45:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:33:56criticalReceived 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;
28/08/2020 00:33:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:33:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:33:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:33:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:26:59criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 00:25:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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TomS1
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Message 5 of 10
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Re: Repeated loss of internet service

Hi FrogCF

It's a Hub 3.0

VMDG505 / TG2492LG-VM.

Thx.

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Emily_G
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Re: Repeated loss of internet service

Thanks for the post TomS1.

 

We can see there's some power level errors showing so I've booked you an engineers appointment using the forum information.

 

You can view this appointment and reschedule if needed on your online account.

 

Thanks, Emily.

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TomS1
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Message 7 of 10
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Re: Repeated loss of internet service

Hi Emily

The URL link you provided does not work for me so I went on to my account but couldn't find any reference to an appointment. Please can you tell me exaclty where I need to look?

Thx.

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Emily_G
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Re: Repeated loss of internet service

It should be on the main page or through to the appointments/broadband section.

 

It will also show on your app.

 

Thanks, Emily.

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TomS1
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Message 9 of 10
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Re: Repeated loss of internet service

Engineer visited yesterday and supplied an in-line attentuator (and a new Hub) and fingers crossed, this will fix it. Time will tell.

Turns out the attenutator should have been fitted when the initial install was done years ago but wasn't - so we put up with this for years for a 10 min fix.

 

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Melissa_F
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Message 10 of 10
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Re: Repeated loss of internet service

Hi TomS1,

 

Thanks for letting us know that the engineer has visited. You should notice an improvement now 🙂

 

Please keep an eye on things and let us know if you need any further help.

 

Thanks

 

Melissa

 

 

 

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