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Household Network Drop Out

Hello.

I have a Hub 3.0 with both wired and wireless devices attached. From yesterday evening the internet/network connection to all devices has been dropping sporadically with intervals in between incidents varying from 1 minute to 30 minutes. The network is typically down for around a minute for both wired and wireless. Devices affected:

a) My wired work laptop drops connection to Microsoft Teams and my work VPN and internet stops working
b) my wife's PC which is connected via WiFi, looses internet and also drops connection to a local NAS which has a wired connection
c) Wireless Amazon Fire Stick looses connection. So in short it appears that the whole network goes down then reappears a short time afterwards. I suspect this is a fault with the Hub 3.0 as everything is routed via it.

I have restarted the Hub multiple times and performed a factory reset on it but no luck. I suspect there is a hardware fault with the Hub as I have performed the online test for the internet connection and no issues are reported.

If anyone can assist me I would be very grateful.

Many thanks in advance.

Joe

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Message 2 of 16
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Re: Household Network Drop Out

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 the area. Be aware that it isn't a manned line.

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

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

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

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

Mike Robinson
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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Message 3 of 16
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Re: Household Network Drop Out

Hi Mike.

Yes I have checked the 'Check Service Status' page and ran the test. No local issues reported on the automated phone line. Co-ax checked but no issues located.

Logs attached as requested:

Downstream bonded channels

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

13310000002.240256 qam25
2203000000240256 qam9
3211000000240256 qam10
42190000001.740256 qam11
52270000001.240256 qam12
62350000001.440256 qam13
72430000001.540256 qam14
82510000001.540256 qam15
92590000001.740256 qam16
102670000002.240256 qam17
112750000002.540256 qam18
122830000002.540256 qam19
132910000002.540256 qam20
142990000002.740256 qam21
153070000002.540256 qam22
163150000002.540256 qam23
173230000002.540256 qam24
18339000000240256 qam26
19347000000240256 qam27
203550000001.740256 qam28
213630000001.540256 qam29
223710000001.440256 qam30
233790000001.540256 qam31
243870000001.540256 qam32



Downstream bonded channels

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

1Locked40.360
2Locked40.350
3Locked40.950
4Locked40.940
5Locked40.350
6Locked40.360
7Locked40.960
8Locked40.940
9Locked40.300
10Locked40.390
11Locked40.950
12Locked40.350
13Locked40.350
14Locked40.940
15Locked40.3120
16Locked40.350
17Locked40.370
18Locked40.340
19Locked40.370
20Locked40.340
21Locked40.3210
22Locked40.3130
23Locked40.3110
24Locked40.300

 

Upstream bonded channels

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

1462000004.5512064 qam3
2394000004.45512064 qam4
3257999654.425512064 qam6
4326000004.425512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Message 4 of 16
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Re: Household Network Drop Out

Network Log

Time Priority Description

04/08/2020 16:57:10noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 16:54:24Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 07:23:49ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 03:08:1criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 21:29:49ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 11:00:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 04:11:23criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 00:30:14ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 21:58:48criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 19:32:2ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 12:01:50ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 08:15:51criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 04:31:42ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 19:38:27criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 13:31:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 23:43:59Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 23:43:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 23:43:55Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 23:43:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 16
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Re: Household Network Drop Out

Nothing untoward in the stats.

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 can post the link straight away.

Post a 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 then click OK - you can post the link straight away.

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

Mike Robinson
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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Message 6 of 16
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Re: Household Network Drop Out

Virgin Media Connection 

Your help is much appreciated.

To me it was strange that we lost connection to a local NAS. If the internet was down you would still expect local connections to still work.

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Message 7 of 16
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Re: Household Network Drop Out

Hi Mike.

Is there anything in the monitor that can help you. The red and yellow peaks don't look normal.

Many thanks.

Joe

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Message 8 of 16
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Re: Household Network Drop Out

It isn't really developed enough yet to get any kind of trend showing.

What I would do is a reboot at 22:00. That will show as a full height red band a couple of minutes wide, you then know that anything red after that is nothing  you have done then leave overnight. The reboot will show on the live graph until 10:00 tomorrow.

This is my >> BQM << the reds are reboots done using the HUB GUI to wind my son up.

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

Mike Robinson
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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Message 9 of 16
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Re: Household Network Drop Out

Hi Mike.

I like your style. Will reboot at 22:00 to annoy the wife who is streaming, with long periods of buffering and swearing, and see where it takes us.

Regards and thanks.

Joe

 

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Message 10 of 16
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Re: Household Network Drop Out

Best thing is, I have a BT backup line that he doesn't know about so I will set the Hub to reboot, switch over to the BT line, he will come in and ask if the internet is down. I show him that I have a connection. He will storm off muttering and swearing then will spend an hour checking his ethernet connection and PC so I will do it again.

I don't know how much longer I can keep a straight face.

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

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020