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cmacd
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Virgin broadband disconnects every night

My virgin broadband disconnects from the internet every night usually about the same time, which is very annoying and Makes watching Netflix, Disney, prime or others a pain.

it always happens just after midnight, however recently it is also happening about 11 pm.

Any advise on how to resolve would be appreciated

thanks

cam

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MikeRobbo
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Re: Virgin broadband disconnects every night

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

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 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.

Then

 

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 click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

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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cmacd
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Re: Virgin broadband disconnects every night

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cmacd
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Re: Virgin broadband disconnects every night

Time Priority Description

12/10/2020 15:08:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 13:10:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 19:53:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 00:40:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 15:38:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:01:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 23:07:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 00:00:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 00:00:37Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 23:56:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 23:40:19noticeSW download Successful - Via NMS
29/09/2020 23:38:22noticeSW Download INIT - Via NMS
28/09/2020 03:00:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 00:20:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 23:49:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 23:48:32criticalReceived 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;
27/09/2020 23:43:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 23:43:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 23:43:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 23:43:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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cmacd
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Re: Virgin broadband disconnects every night

Upstream bonded channels

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

13259998236.3512064 qam10
23940005336.3512064 qam9
34620011136.3512064 qam8
42579993936.3512064 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0030
3ATDMA0010
4ATDMA0040
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cmacd
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Re: Virgin broadband disconnects every night

Downstream bonded channels

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

11870000003.738256 qam7
21390000003.538256 qam1
31470000003.438256 qam2
41550000003.238256 qam3
51630000003.538256 qam4
61710000003.738256 qam5
71790000003.738256 qam6
81950000003.738256 qam8
92030000003.538256 qam9
102110000003.438256 qam10
112190000003.538256 qam11
122270000003.538256 qam12
132350000003.238256 qam13
14243000000338256 qam14
15251000000338256 qam15
162590000002.738256 qam16
172670000002.738256 qam17
182750000002.738256 qam18
192830000002.538256 qam19
202910000002.538256 qam20
212990000002.538256 qam21
223070000002.738256 qam22
233150000002.738256 qam23
243230000002.738256 qam24



Downstream bonded channels

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

1Locked38.6870
2Locked38.61590
3Locked38.61620
4Locked38.64360
5Locked38.6730
6Locked38.9980
7Locked38.9810
8Locked38.94520
9Locked38.92300
10Locked38.62430
11Locked38.61520
12Locked38.6830
13Locked38.61310
14Locked38.63420
15Locked38.63910
16Locked38.61610
17Locked38.91500
18Locked38.93400
19Locked38.65400
20Locked38.63950
21Locked38.62120
22Locked38.92350
23Locked38.62540
24Locked38.63070

 

Any help/advice very much appreciated

many thanks

Cam

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Tom_F
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Re: Virgin broadband disconnects every night

Hi Cam thanks for your post - sorry for the delay getting back to you.

 

I'm also sorry to hear about the problems you've been having with your broadband too. I've taken a look into this today, there are no known faults or obvious errors at the moment and everything appears to be as it should be really. I may be wrong but don't see too many problems with the BQM & hub-logs provided - however I can see that it's been 3 weeks since the hub was rebooted.

 

If you're sill having connection problems now - please switch the hub off for a couple of minutes and if you continue to experience issues over the next 24hrs post fresh data from the bqm & hub-logs.

 

Tom 

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