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Constant dropouts - wired and wireless

Can someone please run me through what I need to do to diagnose whether the intermittency we have is a problem with the service or downstream of the SH3.  Set up is 100mb; SH3 in modem mode; ASUS RT-AC87U running current version of Merlin; Devolo powerline - both ethernet only hub and AC1200 wifi.  When I ran VM phone support previously the advice was to simply reboot the router and that there were otherwise no problems showing with the service.  The problem has been a constant over the last few years but we've ignored it - being at home all the time now has made it more of an issue.  I'd like to see if it's a problem with the service before I go the next step of getting new hardware.

Wired - at present the laptop I'm on is plugged into LAN 3 (100mb) of the asus and it's dropping out.

Wireless - constant dropouts both before I force set the channels and after.  iphones, laptop and sonos devices regularly lose connection.  I've scanned surrounding channels and set the Asus to use 2.4 and 5 channels that aren't seemingly in use by the competing networks.  Hasn't made an appreciable difference.  Dropouts are worse upstairs but also happening in the same room as the Asus.

Thanks

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Alessandro Volta
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Re: Constant dropouts - wired and wireless

First thing to work out; is the problem a WAN supply problem or an internal LAN problem.

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

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

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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Re: Constant dropouts - wired and wireless

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

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

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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Re: Constant dropouts - wired and wireless

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, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

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

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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Router status

thanks Mike, router status

DOWNSTREAM

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

4.1

37

256 qam

9

2

211000000

4

37

256 qam

10

3

219000000

3.9

37

256 qam

11

4

227000000

3.5

37

256 qam

12

5

235000000

3.4

37

256 qam

13

6

243000000

3.4

37

256 qam

14

7

251000000

3.5

37

256 qam

15

8

259000000

3.5

37

256 qam

16

9

267000000

3.5

37

256 qam

17

10

275000000

3.2

37

256 qam

18

11

283000000

3.5

37

256 qam

19

12

291000000

3.4

37

256 qam

20

13

299000000

3.5

37

256 qam

21

14

307000000

3.5

37

256 qam

22

15

315000000

3.7

37

256 qam

23

16

323000000

3.7

37

256 qam

24

17

331000000

3.7

37

256 qam

25

18

339000000

3.5

37

256 qam

26

19

347000000

3.4

37

256 qam

27

20

355000000

2.9

37

256 qam

28

21

363000000

2.7

37

256 qam

29

22

371000000

2.7

37

256 qam

30

23

379000000

2.9

37

256 qam

31

24

387000000

2.7

37

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

5

0

2

Locked

37.6

5

0

3

Locked

37.3

6

0

4

Locked

37.3

0

0

5

Locked

37.6

5

0

6

Locked

37.3

4

0

7

Locked

37.3

6

0

8

Locked

37.3

0

0

9

Locked

37.6

4

0

10

Locked

37.6

5

0

11

Locked

37.6

5

0

12

Locked

37.6

4

0

13

Locked

37.3

5

0

14

Locked

37.3

2

0

15

Locked

37.6

5

0

16

Locked

37.6

6

0

17

Locked

37.3

5

0

18

Locked

37.3

0

0

19

Locked

37.6

6

0

20

Locked

37.3

0

0

21

Locked

37.6

5

0

22

Locked

37.6

4

0

23

Locked

37.3

4

0

24

Locked

37.6

0

0

 

UPSTREAM

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

49.3

5120

64 qam

1

2

39400000

48.3

5120

64 qam

4

3

53700000

48.8

5120

64 qam

2

4

46200000

48.5

5120

64 qam

3

 

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

0

0

4

ATDMA

0

0

0

0

 

CONFIGURATION

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-bbt057-b.cm

 

Primary Downstream Service Flow

SFID

70750

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

70749

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

NETWORK LOG

Network Log

Time

Priority

Description

10/11/2020 09:44:0

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/11/2020 09:43:47

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:40

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/11/2020 09:27:55

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/11/2020 16:13:7

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/11/2020 04:00:43

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/11/2020 04:13:7

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/11/2020 19:43:5

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/11/2020 16:13:6

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/10/2020 22:40:37

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/10/2020 04:13:5

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 13:36:10

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/10/2020 16:13:2

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 04:46:2

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 04:13:1

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 02:38:43

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/10/2020 22:33:27

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/10/2020 00:12:2

notice

SW download Successful - Via NMS

09/10/2020 00:10:9

notice

SW Download INIT - Via NMS

07/10/2020 20:52:35

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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BQM

My BQM 

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Speeds

Speed this morning when connected to the SH3 in router mode with no other devices connected averages 75 down and 10 up, across several servers.

Speed this morning through the SH3 in modem mode through the Asus router and to an iphone is today averaging 75 down and 10 up, both in multi and single mode configuration; yesterday it was getting 110 down and 10 up in the mid afternoon.

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router connection failures

When I was compiling the information this morning and running the speed tests there were frequent drop outs and hangs in both Chrome and Firefox when interacting with the SH3.  The errors occurred when connecting through SH3 + asus router and when connected directly to SH3 in router mode - both using ethernet cable into the device.  This was after rebooting the SH3. When logged to the SH3 in the page would stall and go blank after a button was pushed, and only appear with a force reload.  The SH3 diagnostics tool failed repeatedly, losing connection - about 8 times till I gave up.

The error messages, when connecting through 192.168.0.1 and 192.168.100.1 were

Unable to connect

Firefox can't establish a connection to the server at 192.168.0.1

The site could be temporarily unavailable or too busy.  Try again in a few moments

 

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Re: Constant dropouts - wired and wireless

Hi Yeerung, thanks for messaging us and glad to see that we are on the way to getting this resolved. Please let us know how it goes? Chris 

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