Forum Discussion

aspeed950's avatar
aspeed950
Tuning in
2 years ago
Solved

Broadband drops out regularly

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

1331000000-0.740256 qam25
2203000000-0.540256 qam9
3211000000-0.540256 qam10
4219000000-0.540256 qam11
5227000000-0.540256 qam12
6235000000-0.540256 qam13
7243000000-0.740256 qam14
8251000000-0.740256 qam15
9259000000-0.740256 qam16
10267000000-0.540256 qam17
11275000000-0.540256 qam18
12283000000-0.740256 qam19
13291000000-0.740256 qam20
14299000000-0.740256 qam21
15307000000-0.740256 qam22
16315000000-0.740256 qam23
17323000000-0.740256 qam24
18339000000-0.540256 qam26
19347000000-0.940256 qam27
20355000000-140256 qam28
21363000000-1.240256 qam29
22371000000-140256 qam30
23379000000-1.440256 qam31
24387000000-1.540256 qam32



Network Log

Time Priority Description

13/02/2024 10:43:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2024 10:41:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2024 14:19:47noticeUnit 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 01:54:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2024 12:54:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 22:03:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 00:54:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2024 17:26:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 12:54:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 09:23:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 00:54:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2024 19:19:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2024 18:59:28criticalNo 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's avatar
    jbrennand
    2 years ago

    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

21 Replies

Sort By
  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    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

    • aspeed950's avatar
      aspeed950
      Tuning in
      2 years ago

      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's avatar
      aspeed950
      Tuning in
      2 years ago

      John could you send the internet link please.  Thanks

      • jbrennand's avatar
        jbrennand
        Very Insightful Person
        2 years ago

        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's avatar
      aspeed950
      Tuning in
      2 years ago

      Downstream bonded channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      1331000000-0.740256 qam25
      2203000000-0.540256 qam9
      3211000000-0.540256 qam10
      4219000000-0.540256 qam11
      5227000000-0.540256 qam12
      6235000000-0.540256 qam13
      7243000000-0.740256 qam14
      8251000000-0.740256 qam15
      9259000000-0.740256 qam16
      10267000000-0.540256 qam17
      11275000000-0.540256 qam18
      12283000000-0.740256 qam19
      13291000000-0.940256 qam20
      14299000000-0.740256 qam21
      15307000000-0.940256 qam22
      16315000000-0.740256 qam23
      17323000000-0.940256 qam24
      18339000000-0.740256 qam26
      19347000000-140256 qam27
      20355000000-1.240256 qam28
      21363000000-1.240256 qam29
      22371000000-1.240256 qam30
      23379000000-1.540256 qam31
      24387000000-1.740256 qam32


      Downstream bonded channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked40.9720
      2Locked40.3600
      3Locked40.3580
      4Locked40.9660
      5Locked40.9600
      6Locked40.9630
      7Locked40.3660
      8Locked40.3810
      9Locked40.9580
      10Locked40.9500
      11Locked40.9450
      12Locked40.9540
      13Locked40.3720
      14Locked40.3670
      15Locked40.9780
      16Locked40.3750
      17Locked40.9760
      18Locked40.9590
      19Locked40.9590
      20Locked40.9590
      21Locked40.3530
      22Locked40.3400
      23Locked40.9430
      24Locked40.9610
  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

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

    • aspeed950's avatar
      aspeed950
      Tuning in
      2 years ago

      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

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      2 years ago

      Nothing untoward in the stats that I can see.  A few T3's but these seem like "historical accumulation" (the odd one from time to time is normal) and the BQM looks good.

      Someone else needs to comment

      So I am struggling to see any evidence of a poor connection.  Are you sure the connection is dropping on the Mac connected by ethernet?  What Mac model is it and what OS is it running - and is it connected on an inbuilt ethernet port or via an adapter (modern Mac laptops dont have ethernet ports)?

      • aspeed950's avatar
        aspeed950
        Tuning in
        2 years ago

        Thanks for taking a look John.  Today Broadband has worked fine.  The last few days it has dropped out at least daily, and affected all Wi-Fi connected iPads, mobile phones etc.  These I could bring back by restarting the router. 

        The more annoying problem was the new 360 Box (replacement because the old TiVo would not connect to the internet).  I connected this via Wi-Fi and it dropped out at least daily.  After it had dropped out once it would not reconnect even if the Wi-Fi was working on all other devices (including the Smart TV!). So I could watch Netflix fine on the TV but had an error message on the VM box stating that the internet was not connected and to check the connection.  Needless to say the VM box is connected to the Smart TV.

        This happened last night again and I had one last try with the ethernet cable to the VM Box, as Broadband was working. It worked!  First time ever.

        So at present, Broadband is working, and so I believe is the VM box.  My only concern is that I've been here before.  But at least now, I have the BQM system and the logs to inspect.

        Thanks for all you help John.  I suspect it knew you were looking at it.