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Frequent network drops

Isolgrac
Tuning in

Having the internet drop out seems to be a common issue here. This is how it's happening for me, in the hope that someone may be able to help.

I work from home using a VPN to the office, so any internet drops are a big disruption for me. It can take several minutes to get everything reconnected again each time I lose connectivity.

I have a VM Hub 5 running in 'Modem Mode' with a Netgear Orbi as wifi & router.

Most of the time connectivity and speed are completely fine, but periodically the connection just drops. Sometimes for just a few seconds, sometimes until I reboot the VM Hub.

I have taken to running a continuous ping to 8.8.8.8. This normally gets a response around 15ms, but when I get the network drop this will be timing out. Occasionally it will give me "Destination host unreachable" from [REMOVED]. If I run a second ping to [REMOVED] this will return a <1ms response, even when the network drops (unless I'm rebooting the hub).

According to https://whatismyipaddress.com/ip/[REMOVED] this ip is a VM host in Farnborough, which is reasonably local to me. I'm confused as to why an issue with my connection (I'm still assuming it is my connection that has the issue) would still allow me to ping an external ip.

I have noticed that the drop-outs occur more frequently over lunch time, so maybe there's a load related issue?

What is more confusing is that there is also a high correlation with people arriving and leaving the house. I thought maybe it was a DHCP issue, but I've also noticed it happening with deliveries and other people who wouldn't be on my wifi. Maybe it's a dodgy cable in the driveway?

Thanks for any advice. Will post tables from hub in subsequent posts...

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

 

8 REPLIES 8

Isolgrac
Tuning in

Status:

Item

Acquired Downstream Channel(Hz)227000000Locked
Ranged Upstream Channel(Hz)60300000Ranged
Provisioning StateOnlineOperational

 

Downstream:

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

12270000002.238QAM 25612
21390000002.938QAM 2561
31470000002.838QAM 2562
41550000003.438QAM 2563
51630000003.138QAM 2564
61710000003.138QAM 2565
71790000003.138QAM 2566
8187000000338QAM 2567
91950000003.338QAM 2568
102030000002.638QAM 2569
112110000002.838QAM 25610
122190000002.538QAM 25611
132350000002.238QAM 25613
142430000001.939QAM 25614
152510000001.639QAM 25615
162590000001.638QAM 25616
172670000002.139QAM 25617
182750000002.439QAM 25618
192830000002.639QAM 25619
202910000003.139QAM 25620
212990000003.439QAM 25621
22307000000439QAM 25622
233150000004.239QAM 25623
243230000004.439QAM 25624
253310000004.539QAM 25625
263390000004.439QAM 25626
273470000004.639QAM 25627
283550000004.339QAM 25628
293630000003.939QAM 25629
303710000003.539QAM 25630
31379000000339QAM 25631

 

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

1Locked3800
2Locked385152223
3Locked384082547
4Locked38972008
5Locked3801083
6Locked380221
7Locked38012
8Locked3800
9Locked3800
10Locked3800
11Locked3800
12Locked3800
13Locked3800
14Locked3900
15Locked3900
16Locked3800
17Locked3900
18Locked3900
19Locked3900
20Locked3900
21Locked3900
22Locked3900
23Locked3900
24Locked3900
25Locked3900
26Locked3900
27Locked3900
28Locked3900
29Locked3900
30Locked3900
31Locked3900

Upstream

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

16030000049.55120QAM 641
25370000049.35120QAM 642
34620000049.35120QAM 643
439400000495120QAM 644

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Netwrok log

Time Priority Description

10-08-2022 17:00:06noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 17:00:02noticeREGISTRATION COMPLETE - Waiting for Operational status
10-08-2022 16:59:56noticeDS 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;
10-08-2022 16:58:52noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 16:58:50warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 16:58:48noticeHonoring MDD; IP provisioning mode = IPv4
10-08-2022 16:58:43criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 16:58:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 16:58:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 16:58:31criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 16:58:31criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 12:03:36criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 12:03:18criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 12:03:12criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 12:03:08criticalReceived 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;
10-08-2022 12:02:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 12:02:55criticalReceived 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;
10-08-2022 11:58:49criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 11:58:32critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 11:58:32criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 11:58:08criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 11:58:05criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 11:49:44criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 11:43:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 11:40:08criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 11:34:22criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 09:13:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-08-2022 08:41:02criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2022 22:58:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2022 22:44:25criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2022 22:32:57criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2022 22:10:00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi Isolgrac, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you have been experiencing drop outs with your broadband service. 

I have taken a look from our side and the Hub does appear to be flagging some issues with the specifications. 

With this being the case, can you please check that all cables leading to and from the equipment are secure and without damage. Also, can you please reboot the equipment and let us know once this is completed so that we can check the system again from our side. 

Thank you, 

 

Nat

Hi Natalie - yep, done all that 👍

Zoie_P
Forum Team (Retired)
Forum Team (Retired)

Thank you for checking Isolgrac, 

How is it looking since the reboot?

Zoie

Still the same

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi there Isolgrac, thanks for checking and getting back to us about this.

Sorry to see nothing has worked for you so far, I will send you a PM here shortly to help further with the issue.
Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.

Adri
Forum Team

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