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Cookshelf
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Connection drops for a few seconds when watching twitch streams

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

broadband monitor.png

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
267000000
Locked
Ranged Upstream Channel (Hz)
53700078
Locked
Provisioning State
Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

12670000008.338256 qam17
2275000000838256 qam18
3283000000838256 qam19
4291000000838256 qam20
5299000000838256 qam21
63070000008.338256 qam22
73150000008.838256 qam23
83230000008.638256 qam24
93310000008.438256 qam25
103390000008.338256 qam26
113470000007.838256 qam27
12355000000838256 qam28
133630000007.638256 qam29
143710000007.538256 qam30
153790000007.538256 qam31
163870000007.338256 qam32
173950000006.938256 qam33
18403000000738256 qam34
194110000006.938256 qam36
204190000006.638256 qam37
214270000006.638256 qam38
224350000006.138256 qam39
234430000005.838256 qam40
24451000000638256 qam41



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.93300
2Locked38.92880
3Locked38.93600
4Locked38.63520
5Locked38.64520
6Locked38.63170
7Locked38.933213
8Locked38.62860
9Locked38.64860
10Locked38.63590
11Locked38.94930
12Locked38.64150
13Locked38.94900
14Locked38.95330
15Locked38.675912
16Locked38.96370
17Locked38.610180
18Locked38.99140
19Locked38.610030
20Locked38.611150
21Locked38.912800
22Locked38.915430
23Locked38.916730
24Locked38.613220

 

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Cookshelf
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Re: Connection drops for a few seconds when watching twitch streams

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15370007843.3512064 qam6
26030017743.8512064 qam5
33940003942.5512064 qam8
44620003543512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0010
3ATDMA00160
4ATDMA0040

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078-b.cm



Primary Downstream Service Flow

SFID12132
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID12131
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Network Log

Time Priority Description

25/12/2021 16:19:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2021 21:02:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2021 11:43:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2021 16:59:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2021 23:43:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2021 22:09:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 11:43:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 06:25:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 00:47:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2021 03:04:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 23:43:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 12:53:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 07:04:23criticalReceived 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 06:58:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:58:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:58:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:58:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:58:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:58:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 02:33:53Warning!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.

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Andrew-G
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Alessandro Volta
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Re: Connection drops for a few seconds when watching twitch streams

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.

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Cookshelf
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Re: Connection drops for a few seconds when watching twitch streams

System up time says 16 days 14 hours

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Andrew-G
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Re: Connection drops for a few seconds when watching twitch streams

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. 

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Kath_F
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Re: Connection drops for a few seconds when watching twitch streams

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,

Kath_F
Forum Team




New around here? To find out more about the Community check out our Getting Started guide


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Cookshelf
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Re: Connection drops for a few seconds when watching twitch streams

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13310000008.338256 qam25
22670000008.438256 qam17
32750000008.138256 qam18
4283000000838256 qam19
5291000000838256 qam20
62990000008.138256 qam21
73070000008.438256 qam22
83150000008.838256 qam23
93230000008.538256 qam24
103390000008.338256 qam26
113470000007.838256 qam27
123550000007.938256 qam28
133630000007.638256 qam29
143710000007.538256 qam30
153790000007.538256 qam31
163870000007.138256 qam32
173950000006.838256 qam33
184030000006.938256 qam34
194110000006.838256 qam36
204190000006.538256 qam37
214270000006.538256 qam38
22435000000638256 qam39
234430000005.538256 qam40
244510000005.938256 qam41



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.6140
2Locked38.9170
3Locked38.9120
4Locked38.9150
5Locked38.9190
6Locked38.9160
7Locked38.6150
8Locked38.9200
9Locked38.9110
10Locked38.670
11Locked38.9140
12Locked38.9150
13Locked38.9140
14Locked38.9130
15Locked38.9290
16Locked38.9100
17Locked38.6140
18Locked38.9190
19Locked38.6310
20Locked38.6330
21Locked38.9420
22Locked38.6330
23Locked38.6350
24Locked38.6270

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15370000043.8512064 qam6
26030000044.5512064 qam5
33940000043.3512064 qam8
44620000043.3512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0000

 

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!🤞

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Chris_W1
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Re: Connection drops for a few seconds when watching twitch streams

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

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