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Broadband drops out daily

A few months ago we started noticing short broadband disconnects in the evening. It would drop out on all WiFi connected devices and come back after 20 seconds. It seemed to do this a few times a day. This includes when using a wired connection to the PC.

The light on the front of the Hub does not change during the problem.
There are no reported faults in my area.

I got hold of support 2 weeks ago and they sent out a new Hub 3, but that has not solved it. I've moved to working from home, and it's now dropped out 6 times this morning already.

I've set up a BQM but I don't know what it should look like.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1b2379d87f7bd10a63460fc0f1accc12db...

(As an aside, Netflix started playing up on the virgin box around the same time. I don't care about that because we can view it through other methods, but I guess it's because it uses the broadband instead of the TV?)

Thanks
Rich

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Alessandro Volta
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Re: Broadband drops out daily

 

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Alessandro Volta
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Re: Broadband drops out daily

The BQM doesn't show any drops.

Post the Network, Upstream and Downstream logs from the hubs admin pages

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Re: Broadband drops out daily

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

16590000001.736256 qam32
25070000002.236256 qam13
35150000002.536256 qam14
45230000002.536256 qam15
55310000002.436256 qam16
65390000002.737256 qam17
75470000002.736256 qam18
85550000002.536256 qam19
95630000002.536256 qam20
105710000002.536256 qam21
115790000002.236256 qam22
125870000002.436256 qam23
135950000002.536256 qam24
14603000000236256 qam25
156110000001.936256 qam26
166190000001.736256 qam27
176270000001.536256 qam28
186350000001.436256 qam29
196430000001.536256 qam30
206510000001.436256 qam31
21667000000237256 qam33
22675000000236256 qam34
23683000000237256 qam35
246910000002.437256 qam36



Downstream bonded channels

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

1Locked36.69000
2Locked36.3231580
3Locked36.6209650
4Locked36.3165580
5Locked36.6150670
6Locked37.3102840
7Locked36.6112060
8Locked36.683880
9Locked36.686080
10Locked36.378390
11Locked36.363080
12Locked36.640920
13Locked36.636290
14Locked36.632580
15Locked36.624430
16Locked36.321680
17Locked36.322480
18Locked36.317140
19Locked36.614010
20Locked36.613450
21Locked37.36820
22Locked36.67400
23Locked37.64470
24Locked37.62500
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Re: Broadband drops out daily

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

1394000073.95512064 qam2
2258000004512064 qam4
3326000003.95512064 qam3
4462000123.95512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Broadband drops out daily

Time Priority Description

27/10/2020 11:47:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 13:41:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 21:55:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 08:17:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 08:14:38Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 07:34:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 07:27:25noticeSW download Successful - Via Config file
21/10/2020 07:25:34noticeSW Download INIT - Via Config file
09/10/2020 06:29:10noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 17:50:55noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 17:38:45noticeSW download Successful - Via Config file
07/10/2020 17:33:0noticeSW Download INIT - Via Config file
16/09/2020 23:14:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 20:36:6noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 20:36:6ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 20:17:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 19:10:46noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 19:10:46ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Broadband drops out daily

Nothing jumps out as being an issue there either.

Are you sure wired devices are also dropping?

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Re: Broadband drops out daily

My apologies, the wired devices are NOT dropping.
I thought I'd tested it but must have left it on wireless.

OK, so it's a new Hub3 and it's dropping wifi on multiple devices simultaneously.
(There is also the issue of netflix on Tivo hanging after 20 minutes, but that is possibly unrelated)

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Re: Broadband drops out daily

Look at optimising the Wifi - disable the "smart" wifi on the hub, split the 2.4Ghz and 5Ghz bands and choose a channel for them that isn't as busy/congested/overlapping with other channels.

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