on 10-08-2022 17:14
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]
on 10-08-2022 17:19
Status:
Item
Acquired Downstream Channel(Hz) | 227000000 | Locked |
Ranged Upstream Channel(Hz) | 60300000 | Ranged |
Provisioning State | Online | Operational |
Downstream:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 227000000 | 2.2 | 38 | QAM 256 | 12 |
2 | 139000000 | 2.9 | 38 | QAM 256 | 1 |
3 | 147000000 | 2.8 | 38 | QAM 256 | 2 |
4 | 155000000 | 3.4 | 38 | QAM 256 | 3 |
5 | 163000000 | 3.1 | 38 | QAM 256 | 4 |
6 | 171000000 | 3.1 | 38 | QAM 256 | 5 |
7 | 179000000 | 3.1 | 38 | QAM 256 | 6 |
8 | 187000000 | 3 | 38 | QAM 256 | 7 |
9 | 195000000 | 3.3 | 38 | QAM 256 | 8 |
10 | 203000000 | 2.6 | 38 | QAM 256 | 9 |
11 | 211000000 | 2.8 | 38 | QAM 256 | 10 |
12 | 219000000 | 2.5 | 38 | QAM 256 | 11 |
13 | 235000000 | 2.2 | 38 | QAM 256 | 13 |
14 | 243000000 | 1.9 | 39 | QAM 256 | 14 |
15 | 251000000 | 1.6 | 39 | QAM 256 | 15 |
16 | 259000000 | 1.6 | 38 | QAM 256 | 16 |
17 | 267000000 | 2.1 | 39 | QAM 256 | 17 |
18 | 275000000 | 2.4 | 39 | QAM 256 | 18 |
19 | 283000000 | 2.6 | 39 | QAM 256 | 19 |
20 | 291000000 | 3.1 | 39 | QAM 256 | 20 |
21 | 299000000 | 3.4 | 39 | QAM 256 | 21 |
22 | 307000000 | 4 | 39 | QAM 256 | 22 |
23 | 315000000 | 4.2 | 39 | QAM 256 | 23 |
24 | 323000000 | 4.4 | 39 | QAM 256 | 24 |
25 | 331000000 | 4.5 | 39 | QAM 256 | 25 |
26 | 339000000 | 4.4 | 39 | QAM 256 | 26 |
27 | 347000000 | 4.6 | 39 | QAM 256 | 27 |
28 | 355000000 | 4.3 | 39 | QAM 256 | 28 |
29 | 363000000 | 3.9 | 39 | QAM 256 | 29 |
30 | 371000000 | 3.5 | 39 | QAM 256 | 30 |
31 | 379000000 | 3 | 39 | QAM 256 | 31 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38 | 0 | 0 |
2 | Locked | 38 | 515 | 2223 |
3 | Locked | 38 | 408 | 2547 |
4 | Locked | 38 | 97 | 2008 |
5 | Locked | 38 | 0 | 1083 |
6 | Locked | 38 | 0 | 221 |
7 | Locked | 38 | 0 | 12 |
8 | Locked | 38 | 0 | 0 |
9 | Locked | 38 | 0 | 0 |
10 | Locked | 38 | 0 | 0 |
11 | Locked | 38 | 0 | 0 |
12 | Locked | 38 | 0 | 0 |
13 | Locked | 38 | 0 | 0 |
14 | Locked | 39 | 0 | 0 |
15 | Locked | 39 | 0 | 0 |
16 | Locked | 38 | 0 | 0 |
17 | Locked | 39 | 0 | 0 |
18 | Locked | 39 | 0 | 0 |
19 | Locked | 39 | 0 | 0 |
20 | Locked | 39 | 0 | 0 |
21 | Locked | 39 | 0 | 0 |
22 | Locked | 39 | 0 | 0 |
23 | Locked | 39 | 0 | 0 |
24 | Locked | 39 | 0 | 0 |
25 | Locked | 39 | 0 | 0 |
26 | Locked | 39 | 0 | 0 |
27 | Locked | 39 | 0 | 0 |
28 | Locked | 39 | 0 | 0 |
29 | Locked | 39 | 0 | 0 |
30 | Locked | 39 | 0 | 0 |
31 | Locked | 39 | 0 | 0 |
on 10-08-2022 17:21
Upstream
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 49.5 | 5120 | QAM 64 | 1 |
2 | 53700000 | 49.3 | 5120 | QAM 64 | 2 |
3 | 46200000 | 49.3 | 5120 | QAM 64 | 3 |
4 | 39400000 | 49 | 5120 | QAM 64 | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 10-08-2022 17:22
Netwrok log
Time Priority Description
10-08-2022 17:00:06 | notice | CM-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 17:00:02 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
10-08-2022 16:59:56 | 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; |
10-08-2022 16:58:52 | notice | TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 16:58:50 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 16:58:48 | notice | Honoring MDD; IP provisioning mode = IPv4 |
10-08-2022 16:58:43 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 16:58:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 16:58:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 16:58:31 | critical | SYNC 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 16:58:31 | critical | SYNC 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 12:03:36 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 12:03:18 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 12:03:12 | critical | SYNC 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 12:03:08 | critical | Received 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 12:02:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 12:02:55 | critical | Received 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 11:58:49 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 11:58:32 | critical | 16 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 11:58:32 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 11:58:08 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 11:58:05 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 11:49:44 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 11:43:30 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 11:40:08 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 11:34:22 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 09:13:21 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10-08-2022 08:41:02 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
09-08-2022 22:58:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
09-08-2022 22:44:25 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
09-08-2022 22:32:57 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
09-08-2022 22:10:00 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 13-08-2022 15:40
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,
on 13-08-2022 16:57
Hi Natalie - yep, done all that 👍
on 16-08-2022 13:08
Thank you for checking Isolgrac,
How is it looking since the reboot?
Zoie
on 16-08-2022 14:04
Still the same
on 18-08-2022 15:21
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.