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abcd-abcd
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Hub 3 modem keeps losing internet

Hello - can anyone help? I have a comprehensive TP-Link wireless network which I think functions pretty well, but we get daily dropouts at critical times during work Zooms etc... any ideas please? This from browser/192.168.100.1/Network Status/Network Log - thank you (BTW I had to assemble the image below in Photoshop as I wasn't able to paste the table in here due to "html errors".)

Virgin Media Hub 3 Network Errors 2021-06-14 at 14.18.22.jpg

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lotharmat
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Re: Hub 3 modem keeps losing internet

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



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

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gary_dexter
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Re: Hub 3 modem keeps losing internet

Copy and paste the tables as text - just click Post again after the error messages and it should post them

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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jbrennand
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Re: Hub 3 modem keeps losing internet

What TP-link wireless network do you have? Is it a mesh system? What model are the "units"?

--------------------
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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abcd-abcd
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Re: Hub 3 modem keeps losing internet

Thanks very much all for your replies. Here is my cable modem status. (BTW I don't believe that the problem is the TP-Link mesh network which consists of an Archer C6 for the back of the house and various TP-Link Powerline modules for the front of the house). Message exceeds 20,000 characters, so I'll try to split it...

Item Status Comments

Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
25800069
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1203000000-0.237256 qam9
2211000000-0.237256 qam10
3219000000037256 qam11
4227000000037256 qam12
5235000000037256 qam13
6243000000037256 qam14
72510000000.237256 qam15
82590000000.537256 qam16
92670000000.737256 qam17
102750000000.537256 qam18
112830000001.237256 qam19
122910000001.237256 qam20
132990000001.437256 qam21
143070000001.537256 qam22
153150000001.737256 qam23
163230000001.537256 qam24
173310000001.537256 qam25
18339000000238256 qam26
19347000000238256 qam27
203550000001.738256 qam28
213630000002.237256 qam29
223710000002.738256 qam30
233790000002.437256 qam31
243870000002.238256 qam32



Downstream bonded channels

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

1Locked37.64266535
2Locked37.34694382
3Locked37.65333492
4Locked37.64195638
5Locked37.33046405
6Locked37.64994519
7Locked37.33590507
8Locked37.61799620
9Locked37.31985428
10Locked37.62046464
11Locked37.62313436
12Locked37.61482369
13Locked37.31659457
14Locked37.31290396
15Locked37.61112485
16Locked37.61929417
17Locked37.61830359
18Locked38.6924407
19Locked38.61376452
20Locked38.61575487
21Locked37.61142352
22Locked38.9960392
23Locked37.61096372
24Locked38.61013583

 

Upstream bonded channels

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

12580006951512064 qam6
23940009951512064 qam4
34619995251512064 qam3
43260003951512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00150
2ATDMA0030
3ATDMA0050
4ATDMA0040

 

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abcd-abcd
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Re: Hub 3 modem keeps losing internet

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm



Primary Downstream Service Flow

SFID2760234
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID2760233
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

14/06/2021 12:42:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 12:40:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 12:32:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 22:30:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 07:54:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 13:15:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 19:54:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 10:41:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 07:54:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 10:59:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 14:40:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 14:06:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 13:55:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 23:37:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 14:53:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 14:53:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 13:57:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 19:54:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 13:48:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 08:37:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 7 of 39
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Re: Hub 3 modem keeps losing internet

Is the Hub in modem mode with the Archer doing the routing? (If not - why not?)

--------------------
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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lotharmat
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Message 8 of 39
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Re: Hub 3 modem keeps losing internet

Upstream power is right at the top of acceptable.

This will be causing the T3 timeouts and then the downstream issues!

VM Staff will likely be along shortly and will probably need to book an engineer!



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

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abcd-abcd
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Re: Hub 3 modem keeps losing internet

"VM Staff will likely be along shortly and will probably need to book an engineer!"

Hello VM Staff - are you going to be in touch please?

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abcd-abcd
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Message 10 of 39
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Re: Hub 3 modem keeps losing internet

John - yes that's correct, the hub 3 is in modem mode and the TP-Link devices are the WiFi

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