Broadband drops out regularly

[aspeed950]

My broadband is dropping out regularly.  

There was some work on the network in the last few weeks, and the problems arose then.

I can reset the Wi-Fi in a few minutes, but this only provides a temporary fix.

When the system comes back up, Wi-Fi resumes, but the Virgin Box (Humax EOS1008R - V001) then shows an error code for connection to the Internet (CS9994, I think) and explains that not all features will work without this connection. This is undoubtedly true for apps like Netflix.  Ironically, the Smart TV will pick up the Wi-Fi signal fine and show Netflix.

I have copied some router data pages but fallen foul of the maximum character limit.  So only 

I hope that some kind person can interpret them

Downstream bonded channels

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

1	331000000	-0.7	40	256 qam	25
2	203000000	-0.5	40	256 qam	9
3	211000000	-0.5	40	256 qam	10
4	219000000	-0.5	40	256 qam	11
5	227000000	-0.5	40	256 qam	12
6	235000000	-0.5	40	256 qam	13
7	243000000	-0.7	40	256 qam	14
8	251000000	-0.7	40	256 qam	15
9	259000000	-0.7	40	256 qam	16
10	267000000	-0.5	40	256 qam	17
11	275000000	-0.5	40	256 qam	18
12	283000000	-0.7	40	256 qam	19
13	291000000	-0.7	40	256 qam	20
14	299000000	-0.7	40	256 qam	21
15	307000000	-0.7	40	256 qam	22
16	315000000	-0.7	40	256 qam	23
17	323000000	-0.7	40	256 qam	24
18	339000000	-0.5	40	256 qam	26
19	347000000	-0.9	40	256 qam	27
20	355000000	-1	40	256 qam	28
21	363000000	-1.2	40	256 qam	29
22	371000000	-1	40	256 qam	30
23	379000000	-1.4	40	256 qam	31
24	387000000	-1.5	40	256 qam	32

Network Log

Time Priority Description

13/02/2024 10:43:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2024 10:41:42	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2024 14:19:47	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 01:54:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2024 12:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 22:03:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 00:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2024 17:26:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 12:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 09:23:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 00:54:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2024 19:19:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2024 18:59:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Any help from the good people on this board would be heartily welcomed.

Alan Speed

[jbrennand · Accepted solution]

Just to clarify....  are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

It's sounding like it may just be wifi related but post up all the stats thus...

Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the 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 again). If character limits are “exceeded” - just do two posts

[legacy1]

Get a better wifi router with 1Gb ports and use hub in modem mode

[aspeed950]

Thanks for replying John.  I see you replied yesterday and I cannot figure out how I missed it till now.  I did look yesterday.

The ethernet cable I have connects to my desktop Mac.  When the Broadband drops I lose connection to the internet on my desktop as well as Wi-Fi connected iPads and TV.  Virgin Engineers fitted a cable to link to the back of my new 360 box, but this has never worked. So it does not seem to be a Wi-Fi issue in the first instance anyway, it must be Network or Hub related.  It is a Hub 3.0 model.

I cannot be very precise about the colour of the Hub light when the connection fails.  It is usually off-white, as it is now.  I will make a point of looking the next time it goes down.  I recall it going green and flashing during start-up and also the Wi-Fi symbol and green arrows symbol lighting up green, but these shut down when the white light appears.  I will try to find the link for the data pages and reply asap.

[aspeed950]

Hi John,

I have been trying (and failing) to locate the link you put in a previous post to the Data Pages for Upstream, Downstream etc.  Could you please post it for me then I can respond appropriately

Many Thanks

Alan

[aspeed950]

John can you send me the link please? Thanks

[aspeed950]

John could you send the internet link please.  Thanks

[jbrennand]

Not sure what "link" you mean ?  This should work.....

_________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT just click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the 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 again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[aspeed950]

Hi John,

Sorry for multiple posts last night, but the first went to the other replier and I was struggling to get it right.

Here's the Downstream pages.  Others to follow

Downstream bonded channels

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

1	331000000	-0.7	40	256 qam	25
2	203000000	-0.5	40	256 qam	9
3	211000000	-0.5	40	256 qam	10
4	219000000	-0.5	40	256 qam	11
5	227000000	-0.5	40	256 qam	12
6	235000000	-0.5	40	256 qam	13
7	243000000	-0.7	40	256 qam	14
8	251000000	-0.7	40	256 qam	15
9	259000000	-0.7	40	256 qam	16
10	267000000	-0.5	40	256 qam	17
11	275000000	-0.5	40	256 qam	18
12	283000000	-0.7	40	256 qam	19
13	291000000	-0.9	40	256 qam	20
14	299000000	-0.7	40	256 qam	21
15	307000000	-0.9	40	256 qam	22
16	315000000	-0.7	40	256 qam	23
17	323000000	-0.9	40	256 qam	24
18	339000000	-0.7	40	256 qam	26
19	347000000	-1	40	256 qam	27
20	355000000	-1.2	40	256 qam	28
21	363000000	-1.2	40	256 qam	29
22	371000000	-1.2	40	256 qam	30
23	379000000	-1.5	40	256 qam	31
24	387000000	-1.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	72	0
2	Locked	40.3	60	0
3	Locked	40.3	58	0
4	Locked	40.9	66	0
5	Locked	40.9	60	0
6	Locked	40.9	63	0
7	Locked	40.3	66	0
8	Locked	40.3	81	0
9	Locked	40.9	58	0
10	Locked	40.9	50	0
11	Locked	40.9	45	0
12	Locked	40.9	54	0
13	Locked	40.3	72	0
14	Locked	40.3	67	0
15	Locked	40.9	78	0
16	Locked	40.3	75	0
17	Locked	40.9	76	0
18	Locked	40.9	59	0
19	Locked	40.9	59	0
20	Locked	40.9	59	0
21	Locked	40.3	53	0
22	Locked	40.3	40	0
23	Locked	40.9	43	0
24	Locked	40.9	61	0

[aspeed950]

Here's the Upstrea

Upstream bonded channels

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

1	36599973	40.3	5120	64 qam	9
2	30100000	39.8	5120	64 qam	10
3	49600010	41.3	5120	64 qam	7
4	43100000	40.5	5120	64 qam	8
5	23599932	39.5	5120	64 qam	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0