29-06-2021 16:31 - edited 29-06-2021 16:35
For the past 3 days I've been experiencing intermittent but recurring drops in the internet connection from the Hub 3, which I use in modem mode with a Netgear Orbi system for wifi (which has been rock solid). Unplugging the Hub 3 and then rebooting restores the connection each time but I want to know what is causing the drops, which are unpredictable and impacting my wife and I as we're both working from home. I have the M500 package and have generally enjoyed full speeds on both uploads and downloads and a very stable connection.
I've checked all connections are tight etc. and wonder if this is an issue which needs an engineer visit to fix or is it more likely a problem with the Hub 3 itself? Any help very much appreciated!
I've copied and pasted the details from the Hub status page below and set up a Broadband Quality Monitor via ThinkBroadband (at bottom of messsage):
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) | 203000000 | Locked |
Ranged Upstream Channel (Hz) | 46199990 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 5.1 | 40 | 256 qam | 9 |
2 | 139000000 | 6.1 | 40 | 256 qam | 1 |
3 | 147000000 | 5.8 | 40 | 256 qam | 2 |
4 | 155000000 | 5.5 | 40 | 256 qam | 3 |
5 | 163000000 | 5.8 | 40 | 256 qam | 4 |
6 | 171000000 | 5.6 | 40 | 256 qam | 5 |
7 | 179000000 | 5.6 | 40 | 256 qam | 6 |
8 | 187000000 | 5.5 | 40 | 256 qam | 7 |
9 | 195000000 | 5.4 | 40 | 256 qam | 8 |
10 | 211000000 | 5.1 | 40 | 256 qam | 10 |
11 | 219000000 | 5.3 | 40 | 256 qam | 11 |
12 | 227000000 | 5 | 40 | 256 qam | 12 |
13 | 235000000 | 5 | 40 | 256 qam | 13 |
14 | 243000000 | 4.6 | 40 | 256 qam | 14 |
15 | 251000000 | 4.5 | 40 | 256 qam | 15 |
16 | 259000000 | 4.4 | 40 | 256 qam | 16 |
17 | 267000000 | 4.1 | 40 | 256 qam | 17 |
18 | 275000000 | 3.9 | 40 | 256 qam | 18 |
19 | 283000000 | 3.7 | 40 | 256 qam | 19 |
20 | 291000000 | 3.5 | 40 | 256 qam | 20 |
21 | 299000000 | 3.2 | 40 | 256 qam | 21 |
22 | 307000000 | 3.4 | 40 | 256 qam | 22 |
23 | 315000000 | 3.7 | 40 | 256 qam | 23 |
24 | 323000000 | 3.9 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 5 | 0 |
2 | Locked | 40.3 | 5 | 0 |
3 | Locked | 40.9 | 5 | 0 |
4 | Locked | 40.3 | 5 | 0 |
5 | Locked | 40.9 | 21 | 0 |
6 | Locked | 40.3 | 16 | 0 |
7 | Locked | 40.9 | 6 | 0 |
8 | Locked | 40.9 | 3 | 0 |
9 | Locked | 40.9 | 5 | 0 |
10 | Locked | 40.3 | 5 | 0 |
11 | Locked | 40.3 | 5 | 0 |
12 | Locked | 40.3 | 5 | 0 |
13 | Locked | 40.9 | 5 | 0 |
14 | Locked | 40.3 | 0 | 0 |
15 | Locked | 40.3 | 5 | 0 |
16 | Locked | 40.9 | 0 | 0 |
17 | Locked | 40.3 | 5 | 0 |
18 | Locked | 40.9 | 5 | 0 |
19 | Locked | 40.9 | 5 | 0 |
20 | Locked | 40.3 | 12 | 0 |
21 | Locked | 40.3 | 6 | 0 |
22 | Locked | 40.9 | 4 | 0 |
23 | Locked | 40.9 | 5 | 0 |
24 | Locked | 40.3 | 5 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46199990 | 43.5 | 5120 | 64 qam | 3 |
2 | 39400000 | 43.3 | 5120 | 64 qam | 4 |
3 | 32600000 | 43 | 5120 | 64 qam | 9 |
4 | 25800000 | 42.5 | 5120 | 64 qam | 10 |
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 |
Link to Broadband Quality Monitoring (length of total package loss corresponds to connection drops and how long it takes me to reboot):
https://www.thinkbroadband.com/broadband/monitoring/quality/share/67f329755024e7f4feb5b88d207be307b4...
on 29-06-2021 16:32
Network Log
Time Priority Description
28/06/2021 23:28:59 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/06/2021 21:05:24 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/06/2021 00:03:51 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2021 16:06:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2021 12:14:4 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=a**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 04:54:49 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 04:54:47 | Error | DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/06/2021 00:53:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 11:41:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 22:52:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 15:48:59 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 10:08:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 13:55:31 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/06/2021 17:30:24 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/06/2021 12:58:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/06/2021 12:51:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/06/2021 05:30:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/06/2021 00:36:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/06/2021 17:30:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 29-06-2021 16:41
on 29-06-2021 17:34
Thanks for the reply Alessandro. Just for my knowledge - are you seeing something in the logs which indicates that or is it an educated guess based on others' similar experiences?
Thanks again.
Tom
on 29-06-2021 20:01
on 29-06-2021 21:39
Hi John - yes, the BQM is going to today's live trace. The log does seem pretty sparse in terms of entries.
Not sure whether it makes a difference or not but on each occasion when the connection has dropped, the light on the Hub 3 remains solid pink - it's only the Orbi that signals there is no internet and the BQM also reflects this.
Tom
on 30-06-2021 15:31
on 30-06-2021 15:41
Thanks John. I've done a factory reset of the Hub 3 and am leaving that running in modem & router mode for a period with a new broadband quality monitor to see if the problem persists. If it doesn't reappear, I'll focus my attention on the Orbi and associated cabling.
on 30-06-2021 15:59
on 26-07-2021 17:15
For the benefit of others who may encounter similar problems, the issue seemed to be with using the Orbi as the router. I factory reset the Hub 3 and the problem did not re-occur when using it in router mode but when I switched it to modem only and put the Orbi back in as the router, the problem came back. I subsequently switched the Orbi to Access Point mode to handle mesh wifi duties only and am now using a pfSense box as my router (a project I had on my to do list for a while), with the Hub 3 still in modem only mode. I don't have a clear reason why using the Orbi as the router should suddenly have become a problem but the connection has been pretty solid ever since.
I'm fortunate to have a backup FTTC connection through work and, interestingly, the Orbi worked fine with that when in router mode (using an Openreach modem).