on 26-12-2021 02:29
Hi. In January i had my hub 2 replaced with a hub 3 and my internet package was increased from 100m to 600m, but my connection has been significantly worse since then. Before this upgrade my internet connection was flawless for 7-8years. Since the first day of the hub 3 install, i have had a problem where watching twitch streams or amazon prime video or sometimes loading other videos will cause the internet connection to drop completely for a few seconds and i have to refresh the page to continue watching. Also, when i'm downloading anything, my speed will fluctuate between 500kb and 25mbs and it's making downloads take a very long time. It seems that anytime my internet is under high usage, it has a chance to drop out entirely for a few seconds at a time. I have gone multiple days in a row without having any disconnects and i have had some days where it will disconnect every 5-10 minutes.
I'll list now some more details and fixes i have attempted.
I've tried 3 different wired devices with 3 different wires (cat5e, cat6) in all the Ethernet ports on the hub and they all experience the same issue.
I've tried modem mode, pinhole reset, disconnected all wires and reconnected them, checked network card for driver updates and i've disable / enabled wifi channel optimization.
If i limit my download speed to 5-6mbs, then it will stop the speed fluctuating and stop the connection dropping, but this doesn't solve the disconnects when i'm watching twitch streams.
Below i'll post a picture of my BQM on a day where i experienced 10-15 of these disconnects and i will also post my hub stats
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 267000000 | Locked |
Ranged Upstream Channel (Hz) | 53700078 | Locked |
Provisioning State | Online |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 267000000 | 8.3 | 38 | 256 qam | 17 |
2 | 275000000 | 8 | 38 | 256 qam | 18 |
3 | 283000000 | 8 | 38 | 256 qam | 19 |
4 | 291000000 | 8 | 38 | 256 qam | 20 |
5 | 299000000 | 8 | 38 | 256 qam | 21 |
6 | 307000000 | 8.3 | 38 | 256 qam | 22 |
7 | 315000000 | 8.8 | 38 | 256 qam | 23 |
8 | 323000000 | 8.6 | 38 | 256 qam | 24 |
9 | 331000000 | 8.4 | 38 | 256 qam | 25 |
10 | 339000000 | 8.3 | 38 | 256 qam | 26 |
11 | 347000000 | 7.8 | 38 | 256 qam | 27 |
12 | 355000000 | 8 | 38 | 256 qam | 28 |
13 | 363000000 | 7.6 | 38 | 256 qam | 29 |
14 | 371000000 | 7.5 | 38 | 256 qam | 30 |
15 | 379000000 | 7.5 | 38 | 256 qam | 31 |
16 | 387000000 | 7.3 | 38 | 256 qam | 32 |
17 | 395000000 | 6.9 | 38 | 256 qam | 33 |
18 | 403000000 | 7 | 38 | 256 qam | 34 |
19 | 411000000 | 6.9 | 38 | 256 qam | 36 |
20 | 419000000 | 6.6 | 38 | 256 qam | 37 |
21 | 427000000 | 6.6 | 38 | 256 qam | 38 |
22 | 435000000 | 6.1 | 38 | 256 qam | 39 |
23 | 443000000 | 5.8 | 38 | 256 qam | 40 |
24 | 451000000 | 6 | 38 | 256 qam | 41 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 330 | 0 |
2 | Locked | 38.9 | 288 | 0 |
3 | Locked | 38.9 | 360 | 0 |
4 | Locked | 38.6 | 352 | 0 |
5 | Locked | 38.6 | 452 | 0 |
6 | Locked | 38.6 | 317 | 0 |
7 | Locked | 38.9 | 332 | 13 |
8 | Locked | 38.6 | 286 | 0 |
9 | Locked | 38.6 | 486 | 0 |
10 | Locked | 38.6 | 359 | 0 |
11 | Locked | 38.9 | 493 | 0 |
12 | Locked | 38.6 | 415 | 0 |
13 | Locked | 38.9 | 490 | 0 |
14 | Locked | 38.9 | 533 | 0 |
15 | Locked | 38.6 | 759 | 12 |
16 | Locked | 38.9 | 637 | 0 |
17 | Locked | 38.6 | 1018 | 0 |
18 | Locked | 38.9 | 914 | 0 |
19 | Locked | 38.6 | 1003 | 0 |
20 | Locked | 38.6 | 1115 | 0 |
21 | Locked | 38.9 | 1280 | 0 |
22 | Locked | 38.9 | 1543 | 0 |
23 | Locked | 38.9 | 1673 | 0 |
24 | Locked | 38.6 | 1322 | 0 |
on 26-12-2021 02:32
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700078 | 43.3 | 5120 | 64 qam | 6 |
2 | 60300177 | 43.8 | 5120 | 64 qam | 5 |
3 | 39400039 | 42.5 | 5120 | 64 qam | 8 |
4 | 46200035 | 43 | 5120 | 64 qam | 7 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 16 | 0 |
4 | ATDMA | 0 | 0 | 4 | 0 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt078-b.cm |
SFID | 12132 |
Max Traffic Rate | 690000278 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 12131 |
Max Traffic Rate | 44000278 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
Time Priority Description
25/12/2021 16:19:25 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/12/2021 21:02:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/12/2021 11:43:24 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/12/2021 16:59:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/12/2021 23:43:24 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/12/2021 22:09:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/12/2021 11:43:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/12/2021 06:25:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/12/2021 00:47:56 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 03:04:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/12/2021 23:43:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/12/2021 12:53:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 07:04:23 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 06:58:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 06:58:36 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 06:58:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 06:58:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 06:58:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 06:58:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 02:33:53 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
As far as i can tell, these short disconnects are not showing on the BQM or on the Network log.
Thanks for reading and hopefully someone can help me resolve this issue.
on 26-12-2021 09:20
How long had the hub been running since last restart at the time you took the hub status data? Some error and timeouts showing, but significance depends on hub run time.
on 26-12-2021 14:29
System up time says 16 days 14 hours
on 27-12-2021 08:08
Do a pinhole reset. You'll put the hub back to factory settings, and lose any password or other changes you've made, and need to use the settings password on the base of the hub, not confusing it with the default wifi password. See if that fixes the problem, if not then wait for 24 hours and repost the hub status data, and we can see if either error or timeout count are increasing.
on 29-12-2021 09:25
Hi Cookshelf,
Thanks for your post and a big welcome to the forums. It's great having you on board with us in the Community.
I'm sorry to her you're having an issue with your connection. Taking a look at things here, The hub itself looks good. The signal levels are all within range and the upstream power levels look good too. The downstream power levels are within range but they are very borderline on the higher scale. Whilst this shouldn't be causing the issues, it may increase them.
I can see the Hub is still showing an uptime of nearly 20 days so we would like you to complete the Pin hole reset as advised by our VIP Andrew-G. This will allow things to reset and refresh. Pop back here once you've done the reset so we can check things again. If they are the same, we can look at booking an engineer for you then.
Keep us posted.
Thanks,
on 30-12-2021 23:44
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 8.3 | 38 | 256 qam | 25 |
2 | 267000000 | 8.4 | 38 | 256 qam | 17 |
3 | 275000000 | 8.1 | 38 | 256 qam | 18 |
4 | 283000000 | 8 | 38 | 256 qam | 19 |
5 | 291000000 | 8 | 38 | 256 qam | 20 |
6 | 299000000 | 8.1 | 38 | 256 qam | 21 |
7 | 307000000 | 8.4 | 38 | 256 qam | 22 |
8 | 315000000 | 8.8 | 38 | 256 qam | 23 |
9 | 323000000 | 8.5 | 38 | 256 qam | 24 |
10 | 339000000 | 8.3 | 38 | 256 qam | 26 |
11 | 347000000 | 7.8 | 38 | 256 qam | 27 |
12 | 355000000 | 7.9 | 38 | 256 qam | 28 |
13 | 363000000 | 7.6 | 38 | 256 qam | 29 |
14 | 371000000 | 7.5 | 38 | 256 qam | 30 |
15 | 379000000 | 7.5 | 38 | 256 qam | 31 |
16 | 387000000 | 7.1 | 38 | 256 qam | 32 |
17 | 395000000 | 6.8 | 38 | 256 qam | 33 |
18 | 403000000 | 6.9 | 38 | 256 qam | 34 |
19 | 411000000 | 6.8 | 38 | 256 qam | 36 |
20 | 419000000 | 6.5 | 38 | 256 qam | 37 |
21 | 427000000 | 6.5 | 38 | 256 qam | 38 |
22 | 435000000 | 6 | 38 | 256 qam | 39 |
23 | 443000000 | 5.5 | 38 | 256 qam | 40 |
24 | 451000000 | 5.9 | 38 | 256 qam | 41 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 14 | 0 |
2 | Locked | 38.9 | 17 | 0 |
3 | Locked | 38.9 | 12 | 0 |
4 | Locked | 38.9 | 15 | 0 |
5 | Locked | 38.9 | 19 | 0 |
6 | Locked | 38.9 | 16 | 0 |
7 | Locked | 38.6 | 15 | 0 |
8 | Locked | 38.9 | 20 | 0 |
9 | Locked | 38.9 | 11 | 0 |
10 | Locked | 38.6 | 7 | 0 |
11 | Locked | 38.9 | 14 | 0 |
12 | Locked | 38.9 | 15 | 0 |
13 | Locked | 38.9 | 14 | 0 |
14 | Locked | 38.9 | 13 | 0 |
15 | Locked | 38.9 | 29 | 0 |
16 | Locked | 38.9 | 10 | 0 |
17 | Locked | 38.6 | 14 | 0 |
18 | Locked | 38.9 | 19 | 0 |
19 | Locked | 38.6 | 31 | 0 |
20 | Locked | 38.6 | 33 | 0 |
21 | Locked | 38.9 | 42 | 0 |
22 | Locked | 38.6 | 33 | 0 |
23 | Locked | 38.6 | 35 | 0 |
24 | Locked | 38.6 | 27 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 43.8 | 5120 | 64 qam | 6 |
2 | 60300000 | 44.5 | 5120 | 64 qam | 5 |
3 | 39400000 | 43.3 | 5120 | 64 qam | 8 |
4 | 46200000 | 43.3 | 5120 | 64 qam | 7 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
I did the pinhole reset yesterday and i haven't noticed any problems so far. I will monitor my connection for a few days and reply again if the issue occurs, but hopefully not!🤞
on 03-01-2022 09:30
Hi Cookshelf, thanks for the message, the BQM is not really showing an issue and it looks like this is wireless related. I will send you a private message to look into this further, Please look out for the purple envelope. - Chris