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theholmer81
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Hub 3 in modem mode keeps dropping internet connection (router status stats included in post)

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

12030000005.140256 qam9
21390000006.140256 qam1
31470000005.840256 qam2
41550000005.540256 qam3
51630000005.840256 qam4
61710000005.640256 qam5
71790000005.640256 qam6
81870000005.540256 qam7
91950000005.440256 qam8
102110000005.140256 qam10
112190000005.340256 qam11
12227000000540256 qam12
13235000000540256 qam13
142430000004.640256 qam14
152510000004.540256 qam15
162590000004.440256 qam16
172670000004.140256 qam17
182750000003.940256 qam18
192830000003.740256 qam19
202910000003.540256 qam20
212990000003.240256 qam21
223070000003.440256 qam22
233150000003.740256 qam23
243230000003.940256 qam24



Downstream bonded channels

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

1Locked40.950
2Locked40.350
3Locked40.950
4Locked40.350
5Locked40.9210
6Locked40.3160
7Locked40.960
8Locked40.930
9Locked40.950
10Locked40.350
11Locked40.350
12Locked40.350
13Locked40.950
14Locked40.300
15Locked40.350
16Locked40.900
17Locked40.350
18Locked40.950
19Locked40.950
20Locked40.3120
21Locked40.360
22Locked40.940
23Locked40.950
24Locked40.350

 

Upstream bonded channels

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

14619999043.5512064 qam3
23940000043.3512064 qam4
33260000043512064 qam9
42580000042.5512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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... 
 

 

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theholmer81
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Re: Hub 3 in modem mode keeps dropping internet connection (router status stats included in post)

Network Log

Time Priority Description

28/06/2021 23:28:59noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 21:05:24Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 00:03:51noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 16:06:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 12:14:4noticeNOTICE 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 04:54:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 04:54:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 00:53:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:41:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 22:52:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:48:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 10:08:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:55:31noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 17:30:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 12:58:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 12:51:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 05:30:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 00:36:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 17:30:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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legacy1
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Message 3 of 13
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Re: Hub 3 in modem mode keeps dropping internet connection (router status stats included in post)

likely need a new hub as its over heating.



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theholmer81
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Message 4 of 13
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Re: Hub 3 in modem mode keeps dropping internet connection (router status stats included in post)

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

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jbrennand
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Message 5 of 13
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Re: Hub 3 in modem mode keeps dropping internet connection (router status stats included in post)

Good question. there is nothing in your post to suggest it is overheating.

Is the BQM link going to today's live trace? If so there is nothing in the logs that corresponds to the disconnections showing at 11am and 3pm?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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theholmer81
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Message 6 of 13
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Re: Hub 3 in modem mode keeps dropping internet connection (router status stats included in post)

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

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jbrennand
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Message 7 of 13
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Re: Hub 3 in modem mode keeps dropping internet connection (router status stats included in post)

Sounds like the issue is "downstream" of the VM Hub and its connection.

Have you tried disconnecting the Orbi for a test period and see if the issue goes away?

I would also change the ethernet cable to the Orbi router module with a new Cat6 one.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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theholmer81
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Message 8 of 13
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Re: Hub 3 in modem mode keeps dropping internet connection (router status stats included in post)

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.

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jbrennand
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Re: Hub 3 in modem mode keeps dropping internet connection (router status stats included in post)

Good plan - swapping to a new Cat6 cable is a quickie - they do sometimes fail

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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theholmer81
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Message 10 of 13
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Re: Hub 3 in modem mode keeps dropping internet connection (router status stats included in post)

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). 

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