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Hamrub
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Hub 3 connection dropping around the same time most nights

In the last 3 weeks or so, my (wired) connection has started dropping in the evenings, usually around 9.30-10PM. It'll drop for 30 seconds or so then reconnect briefly, then drop again. This goes on for some time. In addition, after this happens, at some point during the night, the passwords on my WIFI channels will reset as well. FWIW I've renamed the SSIDs and those stay the same, just the passwords change so when the wired connection does come back up, I can't connect to WIFI until I go into the router settings and change my passwords back again.

I've spoken to support on the phone and tried a factory reset. Checked all cables. Still happening. I'm a software developer working from home so I'm using the connection most of the day and it seems fine during office hours, it's always in the evening around the same time that the problem occurs.

Can anyone help? Thanks in advance.

Broadband Quality Monitor | thinkbroadband

02/05/2021 04:39:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:07:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:07:58 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:07:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:07:38 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:07:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:07:18 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:06:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:06:58 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:05:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:05:59 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:05:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:05:39 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:04:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:04:39 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:04:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:04:19 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:03:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 03:03:19 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 02:00:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200009 48 5120 64 qam 3
2 39400000 48 5120 64 qam 4
3 53700031 48 5120 64 qam 2
4 60300000 47.5 5120 64 qam 1


Upstream bonded channels
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

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 187000000 -0.7 40 256 qam 7
2 139000000 -0.2 40 256 qam 1
3 147000000 -0.4 40 256 qam 2
4 155000000 0 40 256 qam 3
5 163000000 0.2 40 256 qam 4
6 171000000 0.2 40 256 qam 5
7 179000000 0 40 256 qam 6
8 195000000 -1.2 40 256 qam 8
9 203000000 -1.5 40 256 qam 9
10 211000000 -1.2 40 256 qam 10
11 219000000 -1 40 256 qam 11
12 227000000 -0.7 40 256 qam 12
13 235000000 -0.9 40 256 qam 13
14 243000000 -1 40 256 qam 14
15 251000000 -1.5 40 256 qam 15
16 259000000 -1.7 40 256 qam 16
17 267000000 -2.2 40 256 qam 17
18 275000000 -2 40 256 qam 18
19 283000000 -1.9 40 256 qam 19
20 291000000 -1.4 40 256 qam 20
21 299000000 -1 40 256 qam 21
22 307000000 -1.2 40 256 qam 22
23 315000000 -1.2 40 256 qam 23
24 323000000 -1.2 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 727 39
2 Locked 40.3 4425 229
3 Locked 40.3 1406 233
4 Locked 40.3 1608 217
5 Locked 40.9 1972 169
6 Locked 40.9 472 208
7 Locked 40.3 3579 228
8 Locked 40.9 59 43
9 Locked 40.3 60 33
10 Locked 40.3 42 35
11 Locked 40.3 29 34
12 Locked 40.3 32 32
13 Locked 40.3 20 36
14 Locked 40.3 11 35
15 Locked 40.3 10 29
16 Locked 40.3 17 29
17 Locked 40.9 14 32
18 Locked 40.3 10 33
19 Locked 40.3 12 31
20 Locked 40.3 9 30
21 Locked 40.3 8 27
22 Locked 40.3 8 31
23 Locked 40.9 15 20
24 Locked 38.9 34 17

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lotharmat
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Message 2 of 11
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Re: Hub 3 connection dropping around the same time most nights

Getting a 404 on the BQM - There seem to be a few PostRS Errors. When was the last time the Hub was rebooted?



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Hamrub
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Message 3 of 11
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Re: Hub 3 connection dropping around the same time most nights

I did a factory reset about a week ago during a support call with Virgin, I don’t think I’ve rebooted it since then. I’ll do it now. The reset did seem to help for a few days, but the 10PM connection problems started again in the last couple of days, as did the WIFI password resetting itself overnight.

I think I used the wrong URL for my BQM before, hopefully this one will work :

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ca30a73ec40b3d1969c67770e88d9f4026...

 

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lotharmat
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Message 4 of 11
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Re: Hub 3 connection dropping around the same time most nights

That's better - I can see the dropout at 1100hrs

Looks pretty normal after that though (with a slight blip in latency)

If the PostRS errors keep creeping up - there could be noise ingress on the circuit and you'd need an engineer to be booked - VM Staff can so that from this end if they think it is necessary!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Hamrub
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Message 5 of 11
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Re: Hub 3 connection dropping around the same time most nights

My connection has generally been solid during the day, it’s drop outs in the evenings which have been the big problem. Presumably if it happens again this evening the BQM will show something a bit more interesting, I’ll check in again tomorrow if that happens.

I am also a bit worried about the WiFi passwords resetting though - would that not tend to suggest a hardware issue with the hub?

Thanks for your help, much appreciated.

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Sofia_B
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Re: Hub 3 connection dropping around the same time most nights

Hi @Hamrub.

 

Welcome to the community and thanks for your post, we're happy to have you with us. 🙂 

 

I'm very sorry to hear you've been experiencing frequent drops in service, I can imagine this is super frustrating and we apologise for any inconvenience caused. 

 

I've managed to locate your account and everything seems to be performing as it should currently, I can see there's some packet loss on the BQM link provided, how have things been since posting? 

 

In regard to the password issue, could you expand on this? 

 

Thanks,

Sofia
Forum Team



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Hamrub
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Message 7 of 11
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Re: Hub 3 connection dropping around the same time most nights

Hi Sofia,

Thanks for getting back to me. I've had two or three outages each day for the last couple of days.

Re the password issue - on my router, under Advanced Settings > Wireless > Security, I have changed the WiFi network names for both the 2.4GHz and 5GHz channels to help me identify them (I also gave them distinct names so I can tell which is which). I have also changed the passwords for both of these channels.

Since I started having the intermittent connection outages a few weeks ago, sometimes in the mornings my phone, tablet etc. will no longer connect to these WiFi channels - they show an error saying the password is incorrect. If I then go into the router settings at Advanced Settings > Wireless > Security, I can see that the passwords I set for one or both of the WiFi channels have been reset to what appears to be a random string of characters. This has happened numerous times now, usually in the middle of the night, and usually after I experience a series of outages the night before. I just checked while typing this message and the 5GHz channel password had been reset again.

I hope that helps.

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Sofia_B
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Re: Hub 3 connection dropping around the same time most nights

Thanks for your response @Habrum. 

 

I'm so sorry to hear that, in this case it seems as though the issue is with the Hub itself. 

 

I've scheduled a technician to come take a look at this for you. You can find details of the appointment online via My VM, you can amend this here if the scheduled time/date doesn't work for you. 

 

Please keep us updated on how the appointment goes. 

 

Thanks, 

 

Sofia
Forum Team



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Hamrub
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Message 9 of 11
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Re: Hub 3 connection dropping around the same time most nights

Hi Sofia,

Thanks for getting back to me again. I tried following the link you posted but I can't see any mention of an appointment there. Could you let me know exactly where I should be looking? I clicked on the link and then went to "Help > Orders & Appointments".

Thanks again.

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Martin_N
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Re: Hub 3 connection dropping around the same time most nights

Our apologies if that isn't showing the appointment for you. 

 

What I will do is private message you to pass some data protection to confirm the appointment time/date.

 

^Martin

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