Broadband keeps dropping and needs resetting

[mikeelbon]

I have been having problems where I need to keep resetting my router.

I have a hub 5 set to modem mode and a negear r7000 router.

Here are the logs from modem

09-06-2024 21:27:18	notice	GUI Login Status - Login Success from LAN interface
09-06-2024 21:07:57	notice	GUI Login Status - Login Success from LAN interface
09-06-2024 20:57:11	notice	GUI Login Status - Login Success from LAN interface
09-06-2024 20:38:18	notice	GUI Login Status - Login Success from LAN interface
09-06-2024 19:26:53	notice	REGISTRATION COMPLETE - Waiting for Operational status
09-06-2024 19:26:49	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-06-2024 19:26:44	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-06-2024 19:26:41	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-06-2024 19:26:38	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-06-2024 19:26:36	notice	Honoring MDD; IP provisioning mode = IPv4
09-06-2024 19:26:27	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-06-2024 19:26:26	critical	Cable Modem Reboot because of - HW or Power-On Reset
09-06-2024 17:10:12	critical	Cable Modem Reboot because of - HW or Power-On Reset
09-06-2024 17:10:12	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-06-2024 05:44:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-06-2024 05:44:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-06-2024 05:44:20	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-06-2024 05:43:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-06-2024 05:43:53	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-06-2024 05:43:53	critical	Cable Modem Reboot because of - HW or Power-On Reset
28-05-2024 16:35:23	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 16:35:22	critical	Cable Modem Reboot because of - HW or Power-On Reset
27-05-2024 18:12:46	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-05-2024 18:12:45	critical	Cable Modem Reboot because of - HW or Power-On Reset
25-05-2024 08:18:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-05-2024 08:18:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-05-2024 16:53:20	critical	Cable Modem Reboot because of - HW or Power-On Reset
20-05-2024 16:53:20	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-05-2024 19:46:21	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-05-2024 19:46:20	critical	Cable Modem Reboot because of - HW or Power-On Reset
17-05-2024 11:53:06	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 11:52:18	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 11:52:11	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2024 11:52:11	critical	Cable Modem Reboot because of - HW or Power-On Reset
07-05-2024 15:03:12	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-05-2024 15:02:10	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

3.0 Downstream channels

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

1	331000000	3.8	40	QAM 256	25
2	139000000	6.6	39	QAM 256	1
3	147000000	6.5	39	QAM 256	2
4	155000000	6.2	40	QAM 256	3
5	163000000	5.9	39	QAM 256	4
6	171000000	5.6	39	QAM 256	5
7	179000000	5.4	39	QAM 256	6
8	187000000	5.2	39	QAM 256	7
9	195000000	5.1	40	QAM 256	8
10	203000000	4.8	39	QAM 256	9
11	211000000	4.6	40	QAM 256	10
12	219000000	3.8	39	QAM 256	11
13	227000000	2.7	39	QAM 256	12
14	235000000	1.5	39	QAM 256	13
15	243000000	1.9	39	QAM 256	14
16	251000000	3.2	39	QAM 256	15
17	259000000	3.6	39	QAM 256	16
18	267000000	3.7	39	QAM 256	17
19	275000000	3.7	39	QAM 256	18
20	283000000	3.7	39	QAM 256	19
21	291000000	3.8	39	QAM 256	20
22	299000000	4	40	QAM 256	21
23	307000000	4.2	39	QAM 256	22
24	315000000	4.1	40	QAM 256	23
25	323000000	4	40	QAM 256	24
26	339000000	3.8	39	QAM 256	26
27	347000000	3.2	39	QAM 256	27
28	355000000	2.3	39	QAM 256	28
29	363000000	1.9	39	QAM 256	29
30	371000000	1.8	39	QAM 256	30
31	379000000	2.1	39	QAM 256	31

3.0 Downstream channels

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

1	Locked	40	0	0
2	Locked	39	0	0
3	Locked	39	0	0
4	Locked	40	0	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	40	0	0
10	Locked	39	0	0
11	Locked	40	0	0
12	Locked	39	0	0
13	Locked	39	0	0
14	Locked	39	0	0
15	Locked	39	0	0
16	Locked	39	0	0
17	Locked	39	0	0
18	Locked	39	0	0
19	Locked	39	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	40	0	0
23	Locked	39	0	0
24	Locked	40	0	0
25	Locked	40	0	0
26	Locked	39	0	0
27	Locked	39	0	0
28	Locked	39	0	0
29	Locked	39	0	0
30	Locked	39	0	0
31	Locked	39	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

41

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

41

Locked

37

-5.9

163626986

3

3.0 Upstream channels

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

0	49600000	47.8	5120	QAM 64	1
1	43100000	47.3	5120	QAM 64	2
2	36600000	47	5120	QAM 64	3
3	30100000	47	5120	QAM 64	4
4	23600000	47	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

43.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

74000000

0

0

[jbrennand]

See this....

If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. 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
https://www.thinkbroadband.com/broadband/monitoring/quality

[mikeelbon]

Think broadband 

[John_GS]

Hi @mikeelbon 

Thanks for posting and welcome back to the community. Apologies for any broadband issues. I can see you've spoke to the team and had an engineer visit since posting.

Hopefully all fixed soon for you.

Best wishes.