Menu
Reply
Highlighted
  • 9
  • 0
  • 2
Tuning in
586 Views
Message 1 of 17
Flag for a moderator

Access denied

After several days of reseting, we still get an on/off connection which gets increasingly worse untill about 4am where it stabilises. The Internet will randomly shutoff, sometimes for seconds, sometimes for upwards of half an hour. This even has been the worst so far. 

 

The router says, access denied, and even after factory reset it hadn't fixed it. Cables in the back are fine and we have replaced the coaxial cable yet still get this issue. 

Highlighted
  • 17.33K
  • 1.82K
  • 3.01K
Very Insightful Person
Very Insightful Person
546 Views
Message 2 of 17
Flag for a moderator

Re: Access denied

Is this issue evident on ethernet cable connected devices at the same time as wifi ones ? If you dont know, can you check ?

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
  • 9
  • 0
  • 2
Tuning in
541 Views
Message 3 of 17
Flag for a moderator

Re: Access denied

Ethernet and WiFi drop, regardless. Hub says access denied.

 

 

0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 1
Tuning in
518 Views
Message 4 of 17
Flag for a moderator

Re: Access denied

In my router settings page I am getting wifi and ethernet devices are connected fine but internet access says "Access Denied". Been like this since yesterday so cannot use the internet 😫all cables connected etc

Highlighted
  • 9
  • 0
  • 2
Tuning in
490 Views
Message 5 of 17
Flag for a moderator

Re: Access denied

As of this morning I'm still getting the same issues. On WiFi and ethernet. Hub says access denied. I'm 90% sure it's in virgins end and not ours. 

0 Kudos
Reply
Highlighted
  • 17.33K
  • 1.82K
  • 3.01K
Very Insightful Person
Very Insightful Person
480 Views
Message 6 of 17
Flag for a moderator

Re: Access denied


@GBirkssmith wrote:

As of this morning I'm still getting the same issues. On WiFi and ethernet. Hub says access denied. I'm 90% sure it's in virgins end and not ours. 


Some "standard" advice and first things to do if ethernet connections are dropping.

Firstly, have you checked for “known network faults”?    As well as trying the “check service,” Area status webpage" (link at top right of this forum), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any splitters/attenuators/etc.  Ensure there are no “unterminated cable loose ends.  Disconnect all the connections and reconnect to be sure.  Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

 

Then do a Hub “pinhole reset” - with the Hub "switched on" throughout, press pin in firmly and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise.   But, make sure the 2 passwords on the Hub sticker are still there and legible first !

Then 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) and hit return.   On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or  text at bottom-middle of first page up (Hub3) and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, &  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 a second time).

Also, in the meantime, (if you haven’t already) set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - 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” when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality


--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Highlighted
  • 9
  • 0
  • 2
Tuning in
471 Views
Message 7 of 17
Flag for a moderator

Re: Access denied

Pinhole reset has ebben complected several times, Coax is in good. No loose ends with no kinking. Outside looks fine. Its not simply the wifi dropping out, if it was i could fix that myself, the issue is the modem is says Aceess denied on the internet connection on the super hub 3 page.

There are no known faults in my area, as always.


Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 323000000 4.5 40 256 qam 24
2 139000000 6.4 40 256 qam 1
3 147000000 6.1 40 256 qam 2
4 155000000 6.3 40 256 qam 3
5 163000000 6.1 40 256 qam 4
6 171000000 6 40 256 qam 5
7 179000000 6 40 256 qam 6
8 187000000 6.1 40 256 qam 7
9 195000000 5.9 40 256 qam 8
10 203000000 5.5 40 256 qam 9
11 211000000 5.3 40 256 qam 10
12 219000000 5.1 40 256 qam 11
13 227000000 5 40 256 qam 12
14 235000000 4.8 40 256 qam 13
15 243000000 4.5 40 256 qam 14
16 251000000 4.4 40 256 qam 15
17 259000000 4.3 40 256 qam 16
18 267000000 4.5 40 256 qam 17
19 275000000 4.6 40 256 qam 18
20 283000000 4.8 40 256 qam 19
21 291000000 4.9 40 256 qam 20
22 299000000 5 40 256 qam 21
23 307000000 5 40 256 qam 22
24 315000000 5 40 256 qam 23


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 657 6884
2 Locked 40.3 236313 8465
3 Locked 40.9 1398 4885
4 Locked 40.9 1266 7817
5 Locked 40.9 1208 9365
6 Locked 40.3 1298 6480
7 Locked 40.9 82879 10369
8 Locked 40.3 1653 7052
9 Locked 40.9 875 10304
10 Locked 40.3 911 8515
11 Locked 40.9 886 6790
12 Locked 40.3 841 7135
13 Locked 40.3 869 6620
14 Locked 40.9 812 6148
15 Locked 40.3 861 6729
16 Locked 40.9 831 6746
17 Locked 40.9 884 6367
18 Locked 40.3 800 9716
19 Locked 40.3 763 6213
20 Locked 40.9 677 12390
21 Locked 40.3 699 9591
22 Locked 40.3 669 6737
23 Locked 40.3 609 6795
24 Locked 40.9 679 7076
-----------------------------------------
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800061 4.7 5120 64 qam 4
_______________________________________

21/07/2020 12:48:9 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:15:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:15:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:10:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:10:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:10:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:10:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 11:58:55 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 11:58:55 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 11:58:55 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:52:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:52:3 Error TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:52:3 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:49:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:48:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:48:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:47:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:47:3 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:46:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 17.33K
  • 1.82K
  • 3.01K
Very Insightful Person
Very Insightful Person
466 Views
Message 8 of 17
Flag for a moderator

Re: Access denied

If you really only have 1 upstream channel then there's the problem. Also RS errors should be reset. So can you reboot the Hub and check the RS error columns values have all reset to 0 and then check every hour or two to see if they are starting to reappear over a short timescale - they shouldn't

See if your other 3 up channels have reappeared - if they have post up the data again

Also post up the BQM once you have a full days data in there.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 2
Tuning in
457 Views
Message 9 of 17
Flag for a moderator

Re: Access denied

After rebooting, i have 4 seperate upstreams.

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32599971 4.6 5120 64 qam 3
2 25800009 4.6 5120 64 qam 4
3 39400012 4.6 5120 64 qam 2
4 46199974 4.6 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

______________________________________________

As for the errors, still there.

21/07/2020 13:46:53 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 13:24:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:48:9 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:15:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:15:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:10:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:10:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:10:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:10:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 11:58:55 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 11:58:55 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 11:58:55 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:52:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:52:3 Error TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:52:3 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:49:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:48:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:48:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 01:47:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 17.33K
  • 1.82K
  • 3.01K
Very Insightful Person
Very Insightful Person
451 Views
Message 10 of 17
Flag for a moderator

Re: Access denied

Hub stats look ok but logs are a tad iffy - you do seem to have 3 quick fire T3's in there albeit close together, you can ignore all the DHCP messages, they're normal and not really errors at all. The Ranging Request timeouts aren't good but a couple spaced out over days isn't really anything to worry about. The RCS partial service message can be a cause for concern, but again just one or two can be ignored. However, someone else more experienced needs to interpret the logs.

The BQM will show what's really going on - hows it looking now?

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply