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Angrycustomer78
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Message 1 of 31
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Internet connection keeps going down daily for a month

Issue reported on the 8th of July. Engineer booked. Never showed. Been on the phone, text. Twitter. No resolution to the issue or any serious attempt to gather information or resolve the issue. Cut off when I asked to speak to disconnection. I am very angry 

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jbrennand
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Message 2 of 31
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Re: Internet connection keeps going down daily for a month

Firstly have you checked for “known network faults”? If they are there, then Tech visits are auto-cancelled until they are rectified - they often dont inform the customer.

As well as trying the “check service,” Area status webpage" (link at top right of this forum), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

Then, what exactly is your issue - you say "daily internet connection going down". But is that both on ethernet and wifi connections? How many times a day? At what times? What Hub is it and what are the various lights doing when it happens? Have you got a BQM set up to monitor it - if so post up a link - if not set one up here...

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

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John
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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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Angrycustomer78
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Message 3 of 31
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Re: Internet connection keeps going down daily for a month

It's a hub 3 in modem mode and I notice it is going down as the status light on the front changes away from the standard pink. I am told there is no area issue and it does not matter if the connection is erhernet or WiFi.

This will happen most days, usually a few cycles of loss, return and loss again 

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jbrennand
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Message 4 of 31
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Re: Internet connection keeps going down daily for a month

OK post up the link to the BQM once it has been running for a few hours.  It save them in 24h slices   Then try this next...

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First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any splitters/attenuators/etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - disconnect any ethernet cables and with the Hub "switched on" throughout, press pin in firmly with paper clip/SIM tray tool and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise before reconnecting ethernets. But, make sure the 2 passwords on the Hub sticker are still there and legible first !

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).


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John
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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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Angrycustomer78
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Message 5 of 31
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Re: Internet connection keeps going down daily for a month

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Angrycustomer78
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Re: Internet connection keeps going down daily for a month

Time Priority Description
14/08/2020 13:59:27 notice LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 07:42:53 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;XXX;CMTS-MAC=XXXCM-QOS=1.1;CM-VER=3.0;
14/08/2020 07:40:38 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 04:11:33 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 04:11:15 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 04:11:14 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 04:11:14 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 04:11:13 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=00:XXX;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 04:11:13 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=40:XXX;CMTS-MAC=00:XXX;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 04:11:12 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=00:XXX;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 04:11:12 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 04:11:11 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

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carl_pearce
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Message 7 of 31
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Re: Internet connection keeps going down daily for a month

Please post the information requested.

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Angrycustomer78
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Message 8 of 31
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Re: Internet connection keeps going down daily for a month

Downstream bonded channels

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

13230000006.337256 qam24
21390000006.137256 qam1
3147000000637256 qam2
41550000005.937256 qam3
5163000000637256 qam4
6171000000637256 qam5
71790000006.137256 qam6
81870000006.337256 qam7
91950000006.137256 qam8
102030000006.337256 qam9
112110000006.437256 qam10
12219000000637256 qam11
13227000000637256 qam12
142350000006.137256 qam13
152430000005.837256 qam14
162510000005.637256 qam15
172590000005.537256 qam16
182670000005.837256 qam17
192750000005.937256 qam18
202830000005.537256 qam19
21291000000637256 qam20
222990000006.437256 qam21
233070000006.137256 qam22
24315000000636256 qam23



Downstream bonded channels

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

1Locked37.6170
2Locked37.320
3Locked37.380
4Locked37.680
5Locked37.690
6Locked37.3220
7Locked37.3180
8Locked37.360
9Locked37.3230
10Locked37.6190
11Locked37.6110
12Locked37.380
13Locked37.3110
14Locked37.390
15Locked37.390
16Locked37.390
17Locked37.340
18Locked37.670
19Locked37.3120
20Locked37.3120
21Locked37.3100
22Locked37.3100
23Locked37.3140
24Locked36.6200

Upstream bonded channels

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

1462000004.175512064 qam3
2394000004.175512064 qam4
3537000004.175512064 qam2
4603000004.325512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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carl_pearce
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Message 9 of 31
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Re: Internet connection keeps going down daily for a month


@Angrycustomer78 wrote:

I just did. Bqm and router stats. What else do you need? Inside leg? Blood type? 



3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages.

As per what Mike asked for.

Not bothered about the other information you mentioned, just what was asked for.

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Angrycustomer78
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Message 10 of 31
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Re: Internet connection keeps going down daily for a month

That's all that was available 

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