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SK1994
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Message 1 of 13
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internet disconnects now and then for literally 1 second then re-connects

what the subjects says.

I'm currently working from home and attend meetings on teams etc, quite annoying when It disconnects then re-connects again. Also its a pain when I play video games online and get disconnected from the servers.

I used to have like 20mb with Virgin 10 years ago and not a problem, now I have 200meg and just constantly have issues.

ive set up a live speed test here - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0dd361bb5a77d60321873ab0b9fae09ff6...

 

I'm currently on Superhub 2 I believe.

can an VM mod/techy check  everything out if i give you my details via PM? 

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SK1994
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Re: internet disconnects now and then for literally 1 second then re-connects

i'm right by my superhub, wired I get around 90 which im paying for 200/300 but tbh im happy with 90.
Wireless I will get 20meg but im literally right next to it

Ping on Xbox will go from 20, if i move my SH 1cm it will go to 200...
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Andrew-G
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Alessandro Volta
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Message 3 of 13
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Re: internet disconnects now and then for literally 1 second then re-connects

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

 

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SK1994
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Re: internet disconnects now and then for literally 1 second then re-connects

 
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1387000000-638256 qam32
2203000000-438256 qam9
3211000000-4.238256 qam10
4219000000-4.538256 qam11
5227000000-4.938256 qam12
6235000000-538256 qam13
7243000000-5.438256 qam14
8251000000-5.738256 qam15
9259000000-638256 qam16
10267000000-6.238256 qam17
11275000000-6.238256 qam18
12283000000-638256 qam19
13291000000-6.237256 qam20
14299000000-637256 qam21
15307000000-5.937256 qam22
16315000000-5.238256 qam23
17323000000-538256 qam24
18331000000-538256 qam25
19339000000-538256 qam26
20347000000-538256 qam27
21355000000-5.238256 qam28
22363000000-5.438256 qam29
23371000000-5.738256 qam30
24379000000-5.938256 qam31


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6230892
2Locked38.667554728796
3Locked38.951573124435
4Locked38.6528853126440
5Locked38.6466655696
6Locked38.61412324188
7Locked38.923413888
8Locked38.93282798148
9Locked38.63026491132
10Locked38.6227673109
11Locked38.65086794
12Locked38.6819380
13Locked37.6543197
14Locked37.3393692
15Locked37.3328888
16Locked38.6296373
17Locked38.6289645
18Locked38.9248753
19Locked38.62479104
20Locked38.9220536
21Locked38.6290250
22Locked38.9270636
23Locked38.6199641
24Locked38.6197140

 

 

 

 

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SK1994
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Message 5 of 13
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Re: internet disconnects now and then for literally 1 second then re-connects

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39399988 49.5 5120 64 qam 4
2 46199998 49.5 5120 64 qam 3
3 53699969 51 5120 64 qam 2
4 60299981 51 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 0 0
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SK1994
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Message 6 of 13
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Re: internet disconnects now and then for literally 1 second then re-connects

Network Log
Time Priority Description
10/10/2021 09:32:21 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 09:32:15 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 04:49:53 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2021 04:49:53 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 05:16:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:44:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:44:1 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:43:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:43:17 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:43:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:41:41 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:41:39 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:41:25 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:40:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:31:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:31:18 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:31:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:31:15 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:31:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:30:42 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Alessandro Volta
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Message 7 of 13
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Helpful Answer

Re: internet disconnects now and then for literally 1 second then re-connects

Power levels look wrong; I've flagged that for staff to advise.  Unless it's a known area fault it will need a technician, and they can arrange that.

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John_GS
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Message 8 of 13
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Re: internet disconnects now and then for literally 1 second then re-connects

Hi SK1994

 

Thanks for posting and apologies for the broadband issues. It does indeed need a tech due to the power levels. 

 

I'll send you a PM now to get some details.

 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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John_GS
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Message 9 of 13
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Re: internet disconnects now and then for literally 1 second then re-connects

Thanks for joining me on PM SK1994

 

Just to update the thread, the engineer visit was booked in.

 

This can be tracked and/or altered, in your online account

 

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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SK1994
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Message 10 of 13
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Re: internet disconnects now and then for literally 1 second then re-connects

hi john

can you look at the PMs? i will need to change this visit but cannot log in as of yet

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