Broadband Keeps Disconnecting

[SushiSkye]

Hello friends,

Lately I have been having trouble with my internet. It frequently drops out completely for a couple seconds, before recovering. This happens mostly while I try and play video games online, which is very frustrating, but I've caught it happening while just watching videos and other tasks. I recently had a technician out to take a look, and they replaced some of my wiring and my router, but a week later I am still having a the same problems.

I have attempted to file a complaint, and copy + pasted my routers logs of the events, which involves a 'T3 timeout' error around about the same time my internet drops out, just to have a email sent back to me saying that they sent a technician out the week prior and that had fixed it. I will leave the router logs below.

I am using a wired internet connection directly to my hub, and have tried both a different cable, devices and Wi-Fi in various combinations with no luck, so I was hoping someone here might be able to point me in the right direction?

Many thanks, 

Ben

26/03/2022 11:58:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 02:57:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2022 17:38:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2022 05:04:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2022 18:48:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 16:30:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 16:30:22	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 16:28:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 16:27:58	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 16:24:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 16:23:58	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 16:23:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 09:47:21	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 09:17:20	notice	SW download Successful - Via Config file
21/03/2022 09:15:26	notice	SW Download INIT - Via Config file
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[newapollo]

Hi Ben,

You should also post the upstream and downstream router stats here for the learned members to check what the problem is and offer assistance.

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.

Don't login, instead below there click on Check Router Status

From the Router Status” page copy/paste 2 FULL sets of data onto here – from the Downstream and Upstream pages. 

You could also set up a BQM monitor  at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

On Think Broadband go to your  BQM and under the options you will see

Today | Previous Days | Edit | Delete | Share

Click on the Share option and on the screen that opens click on Share 

On the next screen click on Share Live Graph

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.

[SushiSkye]

Hello Dave! 
I will post the Downstream and Upstream pages here. I will also set up the BQM monitor you have recommended asap, and post a link somewhere between tonight and tomorrow morning. Once I have posted the link, I will repost a more recent list of downstream/upstream channels, as well as my network log.

Thank you very much!

Downstream bonded channels

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

1	331000000	6.9	40	256 qam	25
2	203000000	8.4	40	256 qam	9
3	211000000	8.1	40	256 qam	10
4	219000000	7.8	40	256 qam	11
5	227000000	7.6	40	256 qam	12
6	235000000	7.5	40	256 qam	13
7	243000000	7.1	40	256 qam	14
8	251000000	7.5	40	256 qam	15
9	259000000	7.3	40	256 qam	16
10	267000000	7.5	40	256 qam	17
11	275000000	7.4	40	256 qam	18
12	283000000	7.4	40	256 qam	19
13	291000000	7.3	38	256 qam	20
14	299000000	7.8	38	256 qam	21
15	307000000	7.3	40	256 qam	22
16	315000000	7.1	40	256 qam	23
17	323000000	7	38	256 qam	24
18	339000000	6.8	40	256 qam	26
19	347000000	6.5	40	256 qam	27
20	355000000	6.3	40	256 qam	28
21	363000000	6	40	256 qam	29
22	371000000	5.9	40	256 qam	30
23	379000000	5.8	38	256 qam	31
24	387000000	5.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	91	0
2	Locked	40.3	20	13
3	Locked	40.3	17	12
4	Locked	40.3	22	12
5	Locked	40.3	53	0
6	Locked	40.3	35	0
7	Locked	40.3	58	0
8	Locked	40.9	47	0
9	Locked	40.9	57	0
10	Locked	40.3	63	0
11	Locked	40.3	72	0
12	Locked	40.3	93	0
13	Locked	38.9	78	0
14	Locked	38.6	80	0
15	Locked	40.9	94	0
16	Locked	40.3	93	0
17	Locked	38.9	112	0
18	Locked	40.3	83	0
19	Locked	40.3	85	0
20	Locked	40.3	137	0
21	Locked	40.3	144	0
22	Locked	40.3	147	0
23	Locked	38.9	139	0
24	Locked	40.3	131	0

Upstream bonded channels

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

1	25800000	38	5120	64 qam	11
2	46200000	38.3	5120	64 qam	3
3	39400000	38.5	5120	64 qam	4
4	32600000	38.3	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[SushiSkye]

Hello Dave! 

I used the  broadband tracker to keep track of my connection quality between your last message, and now. I am unsure how to read it but I will link it! I was not using the internet at all past midnight so I'm unsure if the connection is as normal during that time.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2264130435b99bcfa36f8b58089dd35b9a...

Thank you! 

[Serena_C]

Hi @SushiSkye

Welcome to our Community Help Forum 🙂 Thank you for making your first post regarding the connection issues you are experiencing, I'm sorry to hear your broadband has been disconnecting. I have ran a few checks on our system and can see there is a capacity issue with your 2.4Ghz band. Can you please perform a Pinhole reset on your Hub by following these exact instructions:

Disconnect all unneeded ethernet cables from the rear of the Hub.
With the Hub Powered on use a paperclip or similar (I use a mobile phone SIM Slot tool) and do a pinhole reset.
Depress the pinhole switch for a timed 60 seconds then release.
DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.
This will remove all devices that are registered on the Hub, you can then readd the ones you use which may help alleviate the issues 🙂 This will be a factory reset on your Hub, so make sure to write down any passwords beforehand.

Best wishes,

Serena