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benbartlett
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Disconnects every 50-55 minutes

Hi all, 

I would appreciate a bit of help from someone with a bit more technical knowledge than myself.

My internet keeps dropping approximately every 55 minutes for only 30 seconds at a time then continues to work at what I perceive to be full speed (approx 50mb/s).

This has been happening pretty consistently for the last 4 or so days.

I have posted here as it does get in the way a lot as a WoW player, however it is affecting all devices (pc is wired) so I don't believe it is a wireless issue.

I'm not sure the best information to provide from my Superhub settings however please see the below details. (It is a Superhub2ac).

 

 

Information

Standard Specification CompliantEuroDOCSIS 3.0 Compliant
Serial Number483149WE103E8
Hardware Version1.03
Software VersionV1.01.11
CM CertificateInstalled
WAN (Modem) MAC Address**:**:**:**:**:**
WAN (Router) MAC Address**:**:**:**:**:**
LAN MAC Address**:**:**:**:**:**
LAN (2.4GHz Wireless) MAC Address**:**:**:**:**:**
LAN (5GHz Wireless) MAC Address**:**:**:**:**:**
System Up Time0 days 01h:16m:55s

Connection

LAN IP Address192.168.0.1
WAN IP Address82.19.146.127
Lease Time Remaining0 days 00h:32m:31s
ExpirySun 4 Dec 19:45
Current Network TimeSun 04 Dec 19:12 GMT

 

One thing I have noticed on the above is the lease time above is set to expire roughly around when I expect my next 30 second outage to be.

 Thank you in advance for your help!

 Ben 

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benbartlett
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Re: Disconnects every 50-55 minutes

Some extra information that might help diagnose. 

 

Date Time Error Number Error Description

04/12/2016 19:11:57 GMT 66050310 Auth Success - Web login successful.
04/12/2016 19:11:47 GMT 66050300 Auth Fail - Web login failed.
04/12/2016 18:45:35 GMT 68010302 DHCP WAN IP - 
04/12/2016 18:45:02 GMT 68000407 TOD established
04/12/2016 18:44:56 GMT 82000200 No Ranging Response received - T3 time-out
04/12/2016 18:44:50 GMT 84000510 Downstream Locked Successfully
04/12/2016 18:44:37 GMT 68010100 DHCP RENEW sent - No response for IPv4
04/12/2016 18:44:17 GMT 68010100 DHCP RENEW sent - No response for IPv4
04/12/2016 18:43:38 GMT 68010100 DHCP RENEW sent - No response for IPv4
04/12/2016 18:42:20 GMT 68010100 DHCP RENEW sent - No response for IPv4
04/12/2016 18:39:44 GMT 68010100 DHCP RENEW sent - No response for IPv4
04/12/2016 18:34:31 GMT 68010100 DHCP RENEW sent - No response for IPv4
04/12/2016 17:57:08 GMT 68010302 DHCP WAN IP - 
04/12/2016 17:56:22 GMT 68000407 TOD established
Time Not Established Time Not Established 84000510 Downstream Locked Successfully
04/12/2016 17:53:01 GMT 66050310 Auth Success - Web login successful.
04/12/2016 17:52:37 GMT 66050310 Auth Success - Web login successful.
04/12/2016 17:52:28 GMT 68010302 DHCP WAN IP - 
04/12/2016 17:51:56 GMT 68000407 TOD established
04/12/2016 17:51:49 GMT 82000200 No Ranging Response received - T3 time-out

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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benbartlett
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Re: Disconnects every 50-55 minutes



Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 13 507000000 Hz 256 QAM 0.7 dBmV 37.6 dB 1073 930
Locked 7 459000000 Hz 256 QAM 1.1 dBmV 37.9 dB 1173 896
Locked 8 467000000 Hz 256 QAM 0.9 dBmV 37.6 dB 1005 925
Locked 9 475000000 Hz 256 QAM 0.9 dBmV 37.6 dB 1016 979
Locked 10 483000000 Hz 256 QAM 1.1 dBmV 38.3 dB 978 954
Locked 11 491000000 Hz 256 QAM 1.0 dBmV 38.3 dB 1028 1003
Locked 12 499000000 Hz 256 QAM 0.9 dBmV 37.9 dB 989 955
Locked 14 515000000 Hz 256 QAM 0.7 dBmV 37.9 dB 1020 973



upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
Locked 9 32600000 Hz ATDMA 41.8 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
Locked 11 53700000 Hz ATDMA 43.8 dBmV 64QAM 6400000 Hz 5120 Ksym/sec

 

Had another disconnect as I was posting this. further log items are as follows: 

 

04/12/201619:38:09 GMT68010302DHCP WAN IP - 82.19.146.127
04/12/201619:37:35 GMT68000407TOD established
04/12/201619:37:27 GMT82000200No Ranging Response received - T3 time-out
04/12/201619:37:22 GMT84000510Downstream Locked Successfully
04/12/201619:37:09 GMT68010100DHCP RENEW sent - No response for IPv4
04/12/201619:36:48 GMT68010100DHCP RENEW sent - No response for IPv4
04/12/201619:36:06 GMT68010100DHCP RENEW sent - No response for IPv4
04/12/201619:35:59 GMT66050310Auth Success - Web login successful.
04/12/201619:34:42 GMT68010100DHCP RENEW sent - No response for IPv4
04/12/201619:31:53 GMT68010100DHCP RENEW sent - No response for IPv4
04/12/201619:26:15 GMT68010100DHCP RENEW sent - No response for IPv4

 

 

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benbartlett
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Re: Disconnects every 50-55 minutes

Hi again all.

Please see below a Thinkbroadband.com live graph of my connection.

 

http://www.thinkbroadband.com/ping/share/b767187c7b0a1c4cd19f8c1d93719d2b.html

 

I have phoned tech support twice today but they only got me to do endless speedtests (which is not going to help me). 

 

 

 

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Forum Team (Retired) Adam_L
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Re: Disconnects every 50-55 minutes

Hi benbartlett, 

Thanks for the post! I am sorry to hear about your issues with disconnects every 50 - 55 minutes. I apologise for any inconvenience caused.

I have tested the connection from here and I can't see anything out of the ordinary! No errors or time outs inside the Hubs logs and all of the power levels are within the preferred ranges.

Are you still having these issues? If so, how are you connected wired or wireless?

When the connection drops, what does the Hubs light sequence indicate?

Also could you please include a recent copy of your Hubs logs in your response for me to compare with the data we have here.

Take care, 

Thanks, 

Adam.


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legacy1
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Re: Disconnects every 50-55 minutes

This is a DHCP issue where you get 1 hour lease and the renewing for it to be then 7 days is not happening.

The logs will not be of much help as its a WAN IP for VM DHCP server.

You can try and change to modem mode to get a new IP the lease time might be 1 hour wait for the renew to happen to get 7 days for that IP then try router mode again and see if modem mode corrected the issue due to having a new IP and it renewing correctly for it to correctly work for router mode...for some strange reason.

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