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RogerS's avatar
RogerS
Up to speed
7 months ago

Intermittent internet dropouts

I'm having a problem with intermittent internet dropouts.  They last only a minute or two and only occur once or twice a day.  Looking at the cable modem logs, the dropouts seem to be aligned with when there is a sequence of 5 or 6 "MDD message timeout" warnings in the space of just a few minutes.  I have a hub 5 running in modem mode.  I've checked all the connections in the cables leading up to the modem and they appear to be OK.  This problem has been ongoing for a few weeks but maybe is happening more regularly now.  Any advice would be welcome.

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    7 months ago

    See this...

    Firstly... Can we check… 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?

    If cable connected devices are affected do this...

    Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. 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

    • RogerS's avatar
      RogerS
      Up to speed
      7 months ago

      This isn't a wifi issue, my PC is connected via Ethernet.  I have a hub 5, logs to follow.

      • RogerS's avatar
        RogerS
        Up to speed
        7 months ago

        The hub 5 is in modem mode.  I've not yet looked at the LED while the fault is in progress.

        Item Status TypeChannel Overview Downstream Upstream

        Cable Modem StatusOnlineDOCSIS 3.0
        Primary downstream channelLockedSC-QAM
        DOCSIS 3.0 channels325
        DOCSIS 3.1 channels11
  • RogerS's avatar
    RogerS
    Up to speed
    7 months ago
    21Locked401264931589
    22Locked40141904599
    23Locked39156544518
    24Locked39166516934
    25Locked391731281268
    26Locked39180609366
    27Locked39184096643
    28Locked39190363946
    29Locked40184930858
    30Locked39192115163
    31Locked401865001252
    32Locked40174913882

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked429.938913182452751535
  • RogerS's avatar
    RogerS
    Up to speed
    7 months ago

    Time Priority Description
    03-10-2024 22:46:07 notice GUI Login Status - Login Success from LAN interface
    03-10-2024 22:41:22 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:41:13 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:41:06 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:40:54 warning MDD message timeout;
    03-10-2024 22:40:33 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:40:27 warning MDD message timeout;
    03-10-2024 22:40:23 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:39:34 warning MDD message timeout;
    03-10-2024 22:39:26 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:39:16 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:38:36 warning MDD message timeout;
    03-10-2024 22:38:29 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:38:18 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:38:16 warning MDD message timeout;
    03-10-2024 22:38:09 notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:37:59 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 4 5 8 9 10 11 12 13 14 15 16 17 20 21 23 25 26 27 28 29 30 31 32 33 34 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    03-10-2024 22:37:28 warning MDD message timeout;

  • RogerS's avatar
    RogerS
    Up to speed
    7 months ago

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159 94 4K 1840 QAM 4096 1108
    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159 Locked 42 9.9 3891318245 2751535

  • RogerS's avatar
    RogerS
    Up to speed
    7 months ago

    Struggling to add downstream logs, keep getting flood error.

  • RogerS's avatar
    RogerS
    Up to speed
    7 months ago


    1 411000000 2.7 40 QAM 256 1
    2 419000000 2.7 40 QAM 256 2
    3 427000000 3.1 40 QAM 256 3
    4 435000000 3.2 40 QAM 256 4
    5 443000000 3.2 40 QAM 256 5
    6 451000000 3.6 40 QAM 256 6
    7 459000000 3.5 40 QAM 256 7
    8 467000000 3.7 40 QAM 256 8
    9 475000000 4.2 40 QAM 256 9
    10 483000000 4.7 40 QAM 256 10
    11 491000000 5.9 40 QAM 256 11
    12 499000000 8.4 40 QAM 256 12
    13 507000000 10.1 40 QAM 256 13
    14 515000000 7.6 40 QAM 256 14
    15 523000000 6.2 40 QAM 256 15
    16 531000000 5.6 40 QAM 256 16
    17 539000000 4.8 40 QAM 256 17
    18 563000000 5.1 40 QAM 256 20
    19 571000000 4.3 40 QAM 256 21
    20 587000000 4.4 40 QAM 256 23
    21 603000000 3.7 40 QAM 256 25
    22 611000000 3.9 39 QAM 256 26
    23 619000000 3.6 39 QAM 256 27
    24 627000000 3.3 39 QAM 256 28
    25 635000000 3.8 39 QAM 256 29
    26 643000000 3.8 39 QAM 256 30
    27 651000000 3.8 39 QAM 256 31
    28 659000000 3.9 39 QAM 256 32
    29 667000000 4.4 40 QAM 256 33
    30 675000000 3.6 39 QAM 256 34
    31 683000000 3.1 39 QAM 256 35
    32 691000000 4.1 40 QAM 256 36
    1 40 9494 2927
    2 40 14392 1841
    3 40 14143 1978
    4 40 16496 1863
    5 40 16244 1949
    6 40 18203 2113
    7 40 20091 1414
    8 40 24153 1969
    9 40 27680 1836
    10 40 33744 1322
    11 40 38097 1567
    12 40 44081 2710
    13 40 48887 1336
    14 40 64341 2983
    15 40 78145 3200
    16 40 88790 827
    17 40 91938 1023
    18 40 87634 533
    19 40 93623 989
    20 40 117444 835
    21 40 137560 1589
    22 39 154187 599
    23 39 169801 518
    24 39 180529 934
    25 39 187705 1268
    26 39 195781 366
    27 39 199416 643
    28 39 205922 946
    29 40 200329 858
    30 39 207754 163
    31 39 201961 1252
    32 40 189613 882
    159 94 4K 1840 QAM 4096 1108
    159 42 9.2 612956729 2824490

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      7 months ago

      Hello RogerS.

      Thanks for your post and sorry to hear about the issues with the internet dropping out.

      We've ran a few checks to the best we can from here on our up and downstream levels.

      It does appear to show one of each level are just out of range. It's only a small amount but it will still be contributing to the actual drops.

      Its more than likely needing an engineer's visit to adjust the levels.

      If you don't mind, I’ll need to send you a private message to pass security to arrange this.
      If you can check the logo top right of your screen that would be great. 
      Regards     
      Gareth_L

  • RogerS's avatar
    RogerS
    Up to speed
    6 months ago

    In the end this got fixed by swapping out the amplifier in the street cabinet.