on 23-10-2021 22:21
I have a hub3 router, and everyday without fail the connection drops at least twice a day.
This has been happening for the past 3/4 weeks and although work was recently planned, and carried out in my area, the problem is still happening. I was hoping the planned work was the solution, but apparently not the case.
I have recently pin reset the router, hoping that might resolve the issue, but to no avail.
The router has not been moved from its "home" for months, and nothing new has been installed near it, so that is unlikely to be the issue.
Once I switch the router off, and back on again, the wi-fi comes back, only for the problem to re-surface again later in the day/the following day
Any ideas what the issue may be?
on 08-11-2021 08:44
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 29 | 5120 | 64 qam | 1 |
2 | 39400000 | 27.5 | 5120 | 64 qam | 4 |
3 | 46200000 | 27.5 | 5120 | 64 qam | 3 |
4 | 53700000 | 29 | 5120 | 64 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |
Time Priority Description
06/11/2021 14:19:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2021 08:23:22 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2021 08:23:22 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/11/2021 10:04:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/11/2021 01:36:32 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/11/2021 01:31:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2021 02:13:59 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/10/2021 21:41:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/10/2021 18:14:31 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2021 20:14:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2021 18:14:3 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2021 20:14:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2021 12:28:47 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2021 02:14:30 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2021 00:08:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 22:12:21 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 21:05:9 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2021 18:39:2 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2021 18:38:51 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2021 13:18:40 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 10-11-2021 08:49
Hi baldyslaphead59, thanks for the message. I have looked into this for you and can see that an engineer will look at this. you will be able to check this via the online account.,^Chris
on 10-11-2021 10:31
Hi Chris.
Thank you for this.
Can I just ask if the scheduled visit for today is still happening in light of this too?
I've been advised an engineer is calling between 12 and 4 today, although this still doesn't show on my appointments section in my account!
My upstream figures appear to be the issue (so I'm told, being around 29 is too low apparently) but even though these figures appear to be remaining constant, I've NOT had any dropouts now for about a week or so!
Current figures are below.
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 29 | 5120 | 64 qam | 1 |
2 | 39400000 | 27.5 | 5120 | 64 qam | 4 |
3 | 46200000 | 27.5 | 5120 | 64 qam | 3 |
4 | 53700000 | 29 | 5120 | 64 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 4 | 0 |
2 | ATDMA | 0 | 0 | 2 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |
Time Priority Description
09/11/2021 20:00:58 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/11/2021 09:13:20 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/11/2021 09:13:20 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2021 14:19:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2021 08:23:22 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2021 08:23:22 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/11/2021 10:04:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/11/2021 01:36:32 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/11/2021 01:31:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2021 02:13:59 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/10/2021 21:41:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/10/2021 18:14:31 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2021 20:14:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2021 18:14:3 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2021 20:14:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2021 12:28:47 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2021 02:14:30 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2021 00:08:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 22:12:21 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 21:05:9 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 12-11-2021 10:45
Hi Chris,
Thanks for coming back to us.
How did the engineer visit go? Sometimes it can take up to 24 hours for the appointment to show under your My Orders. If the visit for within 24 hours then it may not show at all.
Did the engineer come? How have things been since you last posted?
If things haven't improved then pop back here and let us know so we can take another look at things.
Thanks,
on 12-11-2021 14:10
Hi.
Engineer did arrive and has increased my upstream.
Prior to the visit I hadn't had any dropouts and this is till the case until now, so hopefully all is good now, but will let you know should there be any future problems.
Baldy
on 12-11-2021 16:55
The regularity of "Atom is restarting" messages make me think that there's something badly wrong with the hub if they continue to appear. If it works OK without dropouts then I suppose you may not care, but somebody who wrote the hub's firmware thought that this was a significant enough event to merit writing to the Network log. And yours seems to be doing it all the time, when the normal number of "Atom is restarting" errors is zero.
As a personal view I would hazard a guess that some connection or critical component inside the hub is failing, that's causing the Atom process running on one of the hub's processors to abort and be restarted. I'm surprised that the forum staff haven't picked this up and either referred it to the VM product team in order to explain what the error refers to, what is causing it, and justify if they claim it is not a problem. Or better still they could just have arranged for a replacement hub.
on 21-11-2021 16:50
An engineer did attend, on 10th November, and sorted out the drop-outs, it appears though, to be affecting my download speed, as since then, its been low most days.
The last time it got anywhere near my estimated speed was a month ago, and ever since has been below 50% of the predicted download speed of 200 Mbps.
on 23-11-2021 16:57
Hi baldyslaphead59 thanks for getting back to us.
Sorry to hear you're having reduced broadband speeds. I would like to take a closer look into this on your behalf. I am going to send you a private messgae.
Regards
Lee_R
on 24-11-2021 16:51
Thanks for confirming your details with me. I have booked the first available technician appointment to attend your property. You can view and amend the appointment here.
Regards
Lee_R
on 14-05-2022 13:02
Ditto.
Mine is exactly the same.
Most unreliable broadband connection I've ever had with any ISP.
Going to be telling them to get it fixed or get it out very soon.