Connection dropping every night

[lemming3k]

I seem to be having an issue with the connection dropping out every night between 7 and 8. It's very brief and comes straight back, but why would this happen and how can it be fixed?
I've done the online tests and it says nothing is wrong. Restarted AND reset the router but neither has helped.
We've had an engineer out earlier this week as well as we were previously informed the router had some range issues. Our area has had several problems over recent months so is this part of that? Or is it these new hubs since it has been randomly dropping connection since we got it?

This week has at least been consistent - it's never exactly the same time but always between 7 and 8 each night.

[jbrennand]

Is the issue only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

Also... 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

[lemming3k]

I mostly notice it on a wired connection since that's what I use most. Sometimes it has also affected wi-fi, but it's possible by the time I access a wi-fi device it is already back up and running.
The obvious giveaway is if I'm running a download (or many) it will cut out, so it seems like a disconnect or severe packet loss at some point between those hours but I can't trace a cause. I'll run the monitor and see what it says.

[jbrennand]

Firstly, check for any “known network faults - try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

If nothing shows...
__________________

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) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables 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. If character limits are “exceeded” - just do two posts

[lemming3k]

Doesn't look like there are any current issues in the area, but I've had another drop tonight by the looks of it.

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 53700000 44.8 5120 QAM 64 2
1 46200000 43.5 5120 QAM 64 3
2 39400000 43 5120 QAM 64 4
3 32600000 43 5120 QAM 64 5

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

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 3.2 42 QAM 256 9
2 139000000 5.6 41 QAM 256 1
3 147000000 5.1 42 QAM 256 2
4 155000000 4.7 42 QAM 256 3
5 163000000 4.3 42 QAM 256 4
6 171000000 3.8 42 QAM 256 5
7 179000000 3 42 QAM 256 6
8 187000000 3.3 42 QAM 256 7
9 195000000 3.3 42 QAM 256 8
10 211000000 2.8 42 QAM 256 10
11 219000000 1.8 41 QAM 256 11
12 227000000 1.5 41 QAM 256 12
13 235000000 1.7 42 QAM 256 13
14 243000000 1.6 42 QAM 256 14
15 251000000 1.4 42 QAM 256 15
16 259000000 1.3 42 QAM 256 16
17 267000000 0.9 42 QAM 256 17
18 275000000 0.2 42 QAM 256 18
19 283000000 0.1 41 QAM 256 19
20 291000000 0.2 41 QAM 256 20
21 299000000 0.4 41 QAM 256 21
22 307000000 0.6 41 QAM 256 22
23 315000000 0.8 41 QAM 256 23
24 323000000 -1.6 41 QAM 256 24
25 331000000 -2.2 40 QAM 256 25
26 339000000 -2.2 40 QAM 256 26
27 347000000 -2.5 40 QAM 256 27
28 355000000 -2.9 40 QAM 256 28
29 363000000 -2.6 39 QAM 256 29
30 371000000 -3.2 39 QAM 256 30
31 379000000 -3.2 39 QAM 256 31

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 42 113 0
2 Locked 41 111 0
3 Locked 42 119 0
4 Locked 42 72 0
5 Locked 42 10 0
6 Locked 42 87 0
7 Locked 42 131 0
8 Locked 42 111 0
9 Locked 42 139 0
10 Locked 42 44 0
11 Locked 41 552 0
12 Locked 41 351 0
13 Locked 42 103 0
14 Locked 42 152 0
15 Locked 42 157 0
16 Locked 42 127 0
17 Locked 42 121 0
18 Locked 42 70 0
19 Locked 41 14 0
20 Locked 41 95 0
21 Locked 41 138 0
22 Locked 41 128 0
23 Locked 41 180 0
24 Locked 41 113 0
25 Locked 40 84 0
26 Locked 40 72 0
27 Locked 40 102 0
28 Locked 40 137 0
29 Locked 39 221 2
30 Locked 39 227 0
31 Locked 39 182 0

Network Log
Time Priority Description
10-09-2022 15:21:15 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2022 14:45:52 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2022 14:43:15 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2022 14:34:06 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2022 14:31:50 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2022 14:16:58 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2022 14:15:15 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-09-2022 20:46:11 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-09-2022 20:46:10 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-09-2022 20:35:07 notice REGISTRATION COMPLETE - Waiting for Operational status
08-09-2022 20:35:02 warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-09-2022 20:34:57 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;
08-09-2022 20:34:56 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-09-2022 20:34:55 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-09-2022 20:34:52 notice Honoring MDD; IP provisioning mode = IPv4
08-09-2022 20:34:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-09-2022 20:34:42 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-09-2022 20:34:30 critical Cable Modem Reboot due to master console reset

[jbrennand]

Your down power levels are all far too widely separated - from -3.2 to +5.6 dBmV is not right. And your logs look very odd to me.

I think a Tech visit will be require to investigate that

[lemming3k]

Thanks. Doesn't sound good if I need yet another engineer out.
Can anyone from VM confirm that this is the issue?

[Travis_M]

Hi @lemming3k

Thanks for posting on our community forum and sorry to hear about the issues with your connection.

I am going to drop you a private message now to collect some more information, please keep an eye on your inbox for a message from myself so we can get this sorted for you.

Regards