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jonesmonster77
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Hub keeps dropping connection on wired and wifi when trying to use streaming tv??

Right where do I start , signed up to 100mbps broadband 10 days ago , speed test showing 104mbps but when trying to watch Apple TV , fire stick it keeps buffering , or when finally on it kicks you off after 45 minutes to an hour max... I've had it connected threw Ethernet cable but still doing the same thing, can anybody shed any light on the situation , I've called virgin they say all three tests coming back as normal... I've read on other forums that there having issues with the Arris router where it's dropping connection every 45 minutes , no point having 100+mbps if it's not a stable connection.... can someone please help.. or am I stuck with this bag of **bleep**e 😡😡😡

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Superuser
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Re: Hub keeps dropping connection on wired and wifi when trying to use streaming tv??

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.100.1
Don't log in, click the Router Status button in the top right of the screen.
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting.

BTW the Hub 3 port flapping issue has been fixed rith the latest firmware, so it might be worth checking if you are on the 116 firmware

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clubberlang
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Re: Hub keeps dropping connection on wired and wifi when trying to use streaming tv??

evening im getting the same with the super-hub 3,my printer,mobile,android box and my sons Samsung tablet always drop out

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jonesmonster77
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Re: Hub keeps dropping connection on wired and wifi when trying to use streaming tv??

Router Status
This page displays information on the status of the Hub 3.0 HFC and IP network connectivity.
Status
Downstream
Upstream
Configuration
Network log
Refresh data
Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 299000000 3.7 35.7 256 qam 17
2 323000000 3.7 36.3 256 qam 20
3 315000000 3.4 35.7 256 qam 19
4 307000000 3.4 35.7 256 qam 18
5 291000000 4 36.3 256 qam 16
6 283000000 3.9 35.5 256 qam 15
7 275000000 3.5 35.7 256 qam 14
8 267000000 3.7 35.7 256 qam 13
9 259000000 4.3 35.7 256 qam 12
10 251000000 4.4 35.7 256 qam 11
11 243000000 4.5 35.7 256 qam 10
12 235000000 4.9 35.5 256 qam 9
13 227000000 5.6 35.5 256 qam 8
14 219000000 5.8 35.7 256 qam 7
15 211000000 5.9 35.5 256 qam 6
16 203000000 6.1 35.5 256 qam 5
17 195000000 6.8 35.5 256 qam 4
18 187000000 7 35.5 256 qam 3
19 179000000 7.1 35.5 256 qam 2
20 171000000 7.8 35.5 256 qam 1Router Status
This page displays information on the status of the Hub 3.0 HFC and IP network connectivity.
Status
Downstream
Upstream
Configuration
Network log
Refresh data
Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
2 39400000 ATDMA 40 16 qam 6400000 5120
1 46200000 ATDMA 40 16 qam 6400000 5120
Router Status
This page displays information on the status of the Hub 3.0 HFC and IP network connectivity.
Status
Downstream
Upstream
Configuration
Network log
Refresh data
Network Log
Date And Time Error Number Event Description

Refresh data
Network Log
Date And Time Error Number Event Description
2016-12-30 13:51:03.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-30 13:51:03.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-30 13:51:08.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-30 13:51:24.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-30 13:51:34.00 69010400 SW Upgrade Failed Before Download - Server not Present
2016-12-30 13:51:34.00 69010600 SW upgrade Failed before download -TFTP Max Retry Exceeded
2016-12-30 14:31:14.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-30 14:42:32.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-30 14:42:32.00 68010600 DHCP Renew - lease parameters tftp file-V3c1310bb03cca99.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-30 15:02:04.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-30 15:11:55.00 69010200 SW Download INIT - Via Config file
2016-12-30 15:18:32.00 69011200 SW download Successful - Via Config file
2017-01-01 03:17:35.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-04 10:44:25.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-05 00:37:05.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-05 02:28:33.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-05 18:12:45.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-05 18:12:45.00 68010600 DHCP Renew - lease parameters tftp file-V3c1310bb03cca99.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-06 13:04:28.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-09 17:43:16.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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jonesmonster77
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Message 5 of 7
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Re: Hub keeps dropping connection on wired and wifi when trying to use streaming tv??

Where do I find if it's on the right firmware ?.

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jonesmonster77
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Re: Hub keeps dropping connection on wired and wifi when trying to use streaming tv??

Just checked firmware and it's 9.1.116v so I think that's up to date but still having issues 

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Moderator
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Re: Hub keeps dropping connection on wired and wifi when trying to use streaming tv??

Hey jonesmonster77,

 

Welcome to the community Smiley Happy I'm sorry to hear of the buffering and drop outs you're experiencing at the moment, I understand how frustrating that must be.

 

I've run some tests, your hub's upstream power levels are standing out as being too high at the moment, although they were OK when you posted your stats. I'd like to get an engineer out in case these are fluctuating and causing problems when doing so. I'll send you a PM (purple envelope, top right) so we can arrange a suitable appointment slot.

 

Drop me a reply when it's convenient and I'll get something booked in for you asap. Speak soon!

Kev

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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