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ihuss
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Broadband connection dropping intermittently daily

Over the past month my broadband connection has been dropping almost daily. The superhub 3 loses internet. The internet light flashes red then flashes green and then reconnects to the internet before disconnecting a few minutes. I called technical support who didn't seem to have a clue about the errors I am seeing on the Network Log in the Router status so transferred me to Gadget Rescue after I was transferred back! Wasting over an hour of my time. 

Here are the errors I am getting, please can someone help!

Network Log

Time Priority Description

07/02/2021 16:22:11criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:31:40noticeLAN login Success;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:30:39Warning!RCS Partial Service;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:24:23noticeLAN login Success;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:24:13Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:23:8noticeLAN login Success;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:22:47Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:21:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:16:42Warning!RCS Partial Service;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:16:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:15:33Warning!RCS Partial Service;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:11:3ErrorDCC rejected authentication failure;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:10:19Warning!RCS Partial Service;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:09:29Warning!Lost MDD Timeout;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:09:21ErrorService Change Response rejected - Invalid transaction ID;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:09:20Warning!Lost MDD Timeout;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:09:9ErrorDCC-ACK rejected authentication failure;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:03:55Warning!Lost MDD Timeout;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:01:16criticalNo Ranging Response received - T3 time-out;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:01:2ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=e4:57:40:38:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Re: Broadband connection dropping intermittently daily

Can you do this.
______________

Post up all of 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 unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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 again.

Also, in the meantime... if you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
ihuss
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Re: Broadband connection dropping intermittently daily

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 5 40 256 qam 25
2 267000000 4.9 38 256 qam 17
3 275000000 4.6 40 256 qam 18
4 283000000 4.8 40 256 qam 19
5 291000000 4.5 38 256 qam 20
6 299000000 4.8 38 256 qam 21
7 307000000 4.8 40 256 qam 22
8 315000000 4.5 38 256 qam 23
9 323000000 4.6 40 256 qam 24
10 339000000 4.9 38 256 qam 26
11 347000000 4 35 256 qam 27
12 355000000 3 32 256 qam 28
13 363000000 3 34 256 qam 29
14 371000000 3.4 37 256 qam 30
15 379000000 3.5 37 256 qam 31
16 387000000 3.5 37 256 qam 32
17 395000000 3.4 38 256 qam 33
18 403000000 3.2 38 256 qam 34
19 411000000 3.4 38 256 qam 35
20 419000000 3 40 256 qam 36
21 427000000 3.2 40 256 qam 37
22 435000000 3 40 256 qam 38
23 443000000 2.9 40 256 qam 39
24 451000000 3 38 256 qam 40


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 150915 4648
2 Locked 38.9 292923 3759
3 Locked 40.3 51510 3011
4 Locked 40.9 58404 3490
5 Locked 38.9 639465 8638
6 Locked 38.9 293377 8785
7 Locked 40.3 169619 7407
8 Locked 38.6 202179 6606
9 Locked 40.3 122413 6098
10 Locked 38.6 205218 3537
11 Locked 35 4512698 14410
12 Locked 32.3 105460597 4613741
13 Locked 34.4 8945060 144406
14 Locked 37 984276 19132
15 Locked 37.3 1054465 13304
16 Locked 37.9 345478 3307
17 Locked 38.9 334942 3019
18 Locked 38.9 374039 2929
19 Locked 38.9 358208 2965
20 Locked 40.9 413407 2455
21 Locked 40.9 417964 2922
22 Locked 40.3 484020 4089
23 Locked 40.3 616728 2104
24 Locked 38.6 769068 1376

-------------------------------------------------------------------------

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300063 39.5 5120 64 qam 1
2 39399949 38 5120 64 qam 4
3 46200000 38.5 5120 64 qam 3
4 53700000 38.5 5120 64 qam 2


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

-------------------------------------------------------------------------

Network Log
Time Priority Description
08/02/2021 15:52:16 critical No Ranging Response received - T3 time-out;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 13:55:55 notice LAN login Success;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 13:55:38 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:04:42 Warning! Lost MDD Timeout;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:04:25 Error DCC rejected authentication failure;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:04:10 Warning! Lost MDD Timeout;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 16:22:11 critical No Ranging Response received - T3 time-out;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:31:40 notice LAN login Success;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:30:39 Warning! RCS Partial Service;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:24:23 notice LAN login Success;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:24:13 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:23:8 notice LAN login Success;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:22:47 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:21:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:16:42 Warning! RCS Partial Service;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:16:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:15:33 Warning! RCS Partial Service;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:11:3 Error DCC rejected authentication failure;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:10:19 Warning! RCS Partial Service;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 15:09:29 Warning! Lost MDD Timeout;CM-MAC=e4:57:40:**:**:**;CMTS-MAC=00:eb:d5:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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jbrennand
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Re: Broadband connection dropping intermittently daily

Looks like there is a problem on the connection - down channels 11-13 in particular are showing too many PostRS errors and 12 has low signal-noise ratio. It will need a tech visit to investigate.

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly.

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
ihuss
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Re: Broadband connection dropping intermittently daily

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ihuss
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Re: Broadband connection dropping intermittently daily

Thanks John, managed to get through whilst here. Hopefully eng visit will sort.

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ihuss
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Re: Broadband connection dropping intermittently daily

Engineer visited and checked the issue. He said too much noise on the line, he did some diagnostics and also replaced the coaxial cable (RG59 RG6).

Now here are stats:

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
60299983
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 6.4 40 256 qam 25
2 267000000 6 40 256 qam 17
3 275000000 5.8 43 256 qam 18
4 283000000 5.8 40 256 qam 19
5 291000000 5.9 40 256 qam 20
6 299000000 6 40 256 qam 21
7 307000000 6 40 256 qam 22
8 315000000 6 40 256 qam 23
9 323000000 6.1 40 256 qam 24
10 339000000 6.4 40 256 qam 26
11 347000000 5.6 40 256 qam 27
12 355000000 4.6 40 256 qam 28
13 363000000 4.8 40 256 qam 29
14 371000000 5 40 256 qam 30
15 379000000 5.3 40 256 qam 31
16 387000000 5.3 40 256 qam 32
17 395000000 5.1 40 256 qam 33
18 403000000 5.1 40 256 qam 34
19 411000000 5.3 40 256 qam 35
20 419000000 4.9 40 256 qam 36
21 427000000 5 40 256 qam 37
22 435000000 5 40 256 qam 38
23 443000000 4.8 40 256 qam 39
24 451000000 5 40 256 qam 40


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 5934 0
2 Locked 40.9 1266 0
3 Locked 43.3 1711 0
4 Locked 40.9 2183 0
5 Locked 40.9 2697 0
6 Locked 40.9 3119 0
7 Locked 40.9 3337 0
8 Locked 40.9 4250 0
9 Locked 40.9 4887 0
10 Locked 40.3 6443 0
11 Locked 40.9 7889 0
12 Locked 40.9 9259 0
13 Locked 40.9 8677 0
14 Locked 40.9 8898 0
15 Locked 40.9 10222 0
16 Locked 40.9 10628 0
17 Locked 40.9 12072 0
18 Locked 40.3 13787 0
19 Locked 40.9 14087 0
20 Locked 40.3 17390 0
21 Locked 40.9 17943 0
22 Locked 40.9 20331 0
23 Locked 40.9 25306 0
24 Locked 40.9 28932 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60299983 39 5120 64 qam 1
2 39399976 37 5120 64 qam 4
3 46199922 37.5 5120 64 qam 3
4 53700004 39 5120 64 qam 2


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

 

 

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