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beardedian
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Message 1 of 15
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Daily disconnections

For the 4th time in as many days, my Hub 3 has lost internet connection. This is seen on all devices in the home, whether on wifi such as phones or ethernet such as PC or TIVO

To get it back, I need to turn off the hub, wait a bit, restart, then wait about 30 minutes for the connection to restablish.

During this time, the lights on the front of the hub go from being green wifi/green connection/green bottom light, to having a red connection, to yellow light, and possibly other combinations. At the same time, the V6Tivo has an amber connection light.

Once the Hub has reset itself, everything is fine, until possibly exactly 24hrs later, when it loses the connection again.

Having posted about this on Twitter,  was advised to run a Broadband Quality Monitor and post the outcome here, so, here it is

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c58e54a4cc3cc1e0fc3ecde0246384da35... 

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jbrennand
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Message 2 of 15
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Re: Daily disconnections

That link is to a snapshot of the bqm. Can you post the link to "share live graph" as described on the website.

Also, have you checked first for “known network faults”?

As well as trying the “check service,” Area status webpage" (link at top right of this forum), 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 postcode level.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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beardedian
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Message 3 of 15
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Re: Daily disconnections

Just lost connection again, 5th time in 5 days.

Checked the online service checker, no issues, phoned the number, no issues.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ca86c84f25d0fe3ad77129eb0d9668e709... 

jbrennand
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Message 4 of 15
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Re: Daily disconnections

That is odd BQM! Can you do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

And then can you post up the Hub connection data...
_____________________________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

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John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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beardedian
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Message 5 of 15
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Re: Daily disconnections

All cables are nice, tight, and untwisted.

Details from Advanced Settings/Tools/Network Status

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
363000000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online
 

 

Downstream bonded channels

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

13630000004.140256 qam29
2219000000440256 qam11
32270000004.140256 qam12
42350000004.440256 qam13
52430000004.440256 qam14
62510000004.440256 qam15
72590000004.440256 qam16
82670000004.540256 qam17
92750000004.340256 qam18
102830000004.340256 qam19
112910000004.340256 qam20
122990000004.540256 qam21
133070000004.540256 qam22
143150000004.440256 qam23
15323000000440256 qam24
16331000000440256 qam25
173390000004.140256 qam26
183470000004.140256 qam27
19355000000440256 qam28
203710000003.940256 qam30
213790000003.940256 qam31
22387000000440256 qam32
233950000003.940256 qam33
244030000003.440256 qam34



Downstream bonded channels

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

1Locked40.940
2Locked40.360
3Locked40.360
4Locked40.340
5Locked40.970
6Locked40.380
7Locked40.960
8Locked40.960
9Locked40.960
10Locked40.950
11Locked40.360
12Locked40.360
13Locked40.340
14Locked40.980
15Locked40.960
16Locked40.950
17Locked40.350
18Locked40.360
19Locked40.360
20Locked40.340
21Locked40.960
22Locked40.950
23Locked40.360
24Locked40.970

 

Upstream bonded channels

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

13260000041.3512064 qam5
23940000041.3512064 qam4
34620000042.3512064 qam3
45370000043512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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beardedian
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Message 6 of 15
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Re: Daily disconnections

Network Log

Time Priority Description

18/04/2021 19:45:49noticeLAN login Success;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:19:8criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:18:25criticalDHCP FAILED - Request sent, No response;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:16:48criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:16:36criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:15:5criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:14:31criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:13:44criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:13:13criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:12:24criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:11:22criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:10:24criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:09:52criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:09:3criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:08:34criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:07:45criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:07:15criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:06:23criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:05:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:05:4criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 7 of 15
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Re: Daily disconnections

Nothing obvious in the Hub stats but the logs and BQM look bad. It needs someone from VM to look at your connection and comment.

A VM person will be along in a day or two and can comment.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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beardedian
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Message 8 of 15
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Re: Daily disconnections

6th time in 6 days

19/04/2021 20:45:20noticeLAN login Success;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 20:09:17criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 20:08:42criticalTFTP Request Retries exceeded, CM unable to register
19/04/2021 20:08:42criticalTFTP failed - Request sent - No Response;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 20:02:31criticalTFTP Request Retries exceeded, CM unable to register
19/04/2021 20:02:31criticalTFTP failed - Request sent - No Response;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:57:23criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:56:47criticalTFTP Request Retries exceeded, CM unable to register
19/04/2021 19:56:47criticalTFTP failed - Request sent - No Response;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:51:41criticalNo Ranging Response received - T3 time-out;CM-MAC=40xx;CMTS-MAC=00xx;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:51:8criticalTFTP Request Retries exceeded, CM unable to register
19/04/2021 19:51:8criticalTFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:46:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:45:20criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:44:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:43:34criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:42:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:42:11criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:40:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:40:31Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 9 of 15
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Re: Daily disconnections

Try calling it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly.

A VM person should pick this up here and respond, but it can take a few days for them to get here so calling first may be quicker

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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knfruitbat
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Message 10 of 15
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Re: Daily disconnections

Having exactly the same issues, last 4 or 5 days been much worse. Every night goes off for about 30-40 minutes. Total pain.

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