Forum Discussion

PaulinLeeds's avatar
PaulinLeeds
Dialled in
2 years ago

Lose internet access at exactly same time every day - can set my watch by it!

I've been living with this for a few years and have searched for fellow sufferers but without success. Very simply at 3.11 pm every day I lose internet access for approximately 1 minute. It is entirely predictable and has been happening for years. The rest of the time my connection is stable (apart from the very occasional interruption). When the clocks change so does the interruption, it shifts to 4.11 pm !

Losing internet means Facetime calls and things like that drop out but then reconnect when internet access is restored. The connection is restored relatively quickly, much quicker than when I restart my hub 5, that takes a few minutes to restart and connect.

Have any of you gurus any idea what's causing this and more importantly how it can be fixed please?

 

 

  • i have the exact same issue, at the exact same time, with the same Nova mesh set up! please tell me you got this fixed?

      • PaulinLeeds's avatar
        PaulinLeeds
        Dialled in

        Well unfortunately that little experiment has only served to muddy the waters. Disconnected and unplugged the Powerline and this time Phone Link still lost its connection but the Echo Dot played on without an issue (although I'm not sure if the Echo has a buffer so a short interruption in signal might not always result in a drop out of sound).

        I'm at a loss but happy to just let it go as its not much of a problem in the grand scheme of things. No idea if the huge numbers of RS errors in my downstream are indicative of a wider problem with my VM connection/installation but everything else seems to work.Anyway, VM are in touch on here privately so I'll see where that leads.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta

    Unless your Nova is in bridge mode, and these mesh systems normally should not be, you should put the hub into modem mode and connect everything to the Nova (either directly or to a switch.or adapter which is connected to the Nova). You will probably need to reboot the Nova so it gets its WAN IP address. Report back on what then happens.

    • PaulinLeeds's avatar
      PaulinLeeds
      Dialled in

      Crikey, that sounds horrendously complicated and given that the issue is an irritant rather than something fundamentally wrong with the system (notwithstanding the errors that are being reported) then I'm tempted to just live with it. Might try disconnecting the tenda altogether and see if the hub5 WiFi has a 3.11pm hiccup. Will report back when I've had a chance to test. Thanks for your help though, I do appreciate it but as a complete novice at all this stuff I was hoping there might be a simple solution. 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta

    Power off the hub, ensure that all connections between hub and wall socket are tight and power on the hub. If this doesn't fix the problem and the Post RS Errors appear again then a tech will be needed if there is no area fault.

    • PaulinLeeds's avatar
      PaulinLeeds
      Dialled in

      Ok, some more info.

      At 3.11pm this afternoon radio playing on Echo Dot cut out for a couple of seconds - this is connected to Nova mesh which I use to boost wifi around the house. This is as expected but I also tested something else. I use Phone Link on my windows pc and can see when the connection is dropped at 3.11pm as a message appears. Today I switched off wifi (and bluetooth) on my phone before 3.11 came around and this time the connection was not dropped. 

      I've powered off the Hub 5 several times over the past few years and the 3.11pm issue has persisted. Everything looks fine in the back of the hub but the connection at the wall can only be accessed now by shifting a book case so not easy.

      For info the following are connected into the rear of the hub:

      Ethernet cable to Hive hub thing

      Cable to Nova mesh box

      Ethernet cable to PC

      Cable to TP-Link 500 Mbps 2-Port Passthrough Powerline Adapter (connects to cctv recorder and feeds to xbox downstairs)

      I also ran the Network Diagnostic tool and it found some issues but didn't say what 

      Your home network has a few problems.
      Checking Broadband Service
      Checking Telephone Service
      Checking Ethernet Connections
      Checking WiFi Connections
      If you still think something is wrong, please check the following:

      1
      The temperature of your Hub 5 is normal.

      2
      Your broadband connection is working.

      3
      Gateway IPv4 address is valid.

      4
      Your broadband connection is ready.

      There's a red triangle against Checking Ethernet Connections

      Everything is working seemingly, the only irritating issue is the 3.11pm brief interruption in some things but not all. Am running the thinkbroadband tool as recommended.

      Does any of this lot help?

      By the way, I see some people suggesting that a pinched cable can cause RS errors (which persist) or possibly interference from a nearby device. I think the cable's ok but in the near vicinity of the Hub 5 is a CCTV DVR, an  old smart tv which is never switched on, multiple power outlets, the TP Link mentioned above, usual household items. PC is about 4 feet away from Hub 5 (you can probably tell I'm clutching at straws now!)

      • jbrennand's avatar
        jbrennand
        Very Insightful Person

        Did you set up the BQM as I posted?  If so post it up - it will look similar to the one in Roger's signature.

        You said...

        " I use Phone Link on my windows pc and can see when the connection is dropped at 3.11pm as a message appears. Today I switched off wifi (and bluetooth) on my phone before 3.11 came around and this time the connection was not dropped. "

        I am not familiar with "phone link (I am all Apple) but does this mean that if you switch your Android phone off before 3.11 - then there is no break in connectivity on any other device ?  If thats correct then therein lays your issue.

    • PaulinLeeds's avatar
      PaulinLeeds
      Dialled in

      Here you are:-

      Network Log

      Time Priority Description
      25-01-2024 15:08:33 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 15:03:07 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 15:01:40 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 14:59:58 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 14:59:35 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 14:57:09 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 14:55:30 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 14:53:21 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 14:50:59 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 14:50:33 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 11:48:23 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 11:45:48 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 11:26:38 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 11:22:56 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 11:15:58 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 11:13:53 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 11:09:14 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 11:07:08 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 07:40:57 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 07:40:57 notice US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 06:38:14 notice US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 06:38:14 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 00:15:20 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 00:13:03 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 00:08:15 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 00:06:09 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-01-2024 00:05:34 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      24-01-2024 21:25:59 notice US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      24-01-2024 21:25:59 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      24-01-2024 20:25:10 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      24-01-2024 20:25:10 notice US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      24-01-2024 19:14:36 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

      • Kath_P's avatar
        Kath_P
        Forum Team

        Hi PaulinLeeds, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

        We're sorry to hear that you've been experiencing an issue with disconnections. 

        Taking a look here, we can see the hub has a higher than usual amount recorded. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

        I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

        Thanks,

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta

    On no account should you disable DHCP. Can you post some stats.
    For a hub 3/5: go to 192.168.0.1, do not log in, click on the link "Check Router Status".
    For a hub 4: go to 192.168.0.1, log in, click on the link "Check Router Status".
    Copy and paste the Downstream, Upstream and Network Logs as text (not images). Mask any public IP address.

    • PaulinLeeds's avatar
      PaulinLeeds
      Dialled in

      Hi Roger, 

      Have pulled all the info you requested together but I am unsure what to look for when you say mask any public IP address. Where would that be amongst the details you requested, I can't see anything that looks like an IP address but I'm way out of my depth here. Incidentally the wifi lost its internet connection at 3.11 as usual, the Echo Dot was playing internet radio and it lost its signal. Wifi comes via a Tenda mesh which is connected to our Hub 5 which is in standard router mode.

      By the way, I looked at the log and there's nothing at 3.11pm

      • jbrennand's avatar
        jbrennand
        Very Insightful Person

        to expand on Rogers comment - see 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 box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT 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 - but 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

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Is the issue only evident on wifi connections or do you see them at the same time 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?

    I reckon it will be some wifi interference kicking in on a timer somewhere.  Ours drops out when the Microwave oven is switched on  (!) and there was a thread here a few years ago where they were disconnected every evening albeit a differing times.  Turned out it coincided with the turning on of the street light outside their house !

    • PaulinLeeds's avatar
      PaulinLeeds
      Dialled in

      Hi. I don't think its a wifi problem (although I'll double check something tomorrow) as it affects my pc which is connected directly to the hub by an ethernet cable. Furthermore I can't think of anything in the house that does something every day at 3.11pm (or 4.11 pm during the summer) without fail, it really is entirely predictable. I imagine it might be something happening on the VM side of things but I've no clue what, that's why I'm here!

      • PaulinLeeds's avatar
        PaulinLeeds
        Dialled in

        Just logged in to my hub settings and I note that on the DHCP settings page the Lease Time is 86,400 seconds which of course is 24 hours. So, could it be that when the lease time runs out the internet connection is briefly lost? I see an option to disable the DHCPv4 server but I haven't the faintest idea what that means or whether it would solve my problem without creating new ones. Am I on the right lines or barking up the wrong tree, it just seems a heck of a coincidence that my interruption happens exactly every 24 hours which is the same period as the Lease Time....