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TheRaft
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Hub3 Internet Keeps Dropping in Modem Mode

Hi,

I moved to Virgin a few months ago and recently purchased a Linksys WRT3200ACM router so that I could setup a seperate LAN for my home-working. Accordingly, I put my Virgin SH3 box into Modem Mode, and connected my router to port 4 on the SH3.

However, since connecting my router and putting the SH3 into Modem Mode, I have found that the Internet connection for the Linksys router keeps dropping out.

I logged onto my SH3 this morning to look at the status, and noticed a lot of critical errors in the network logs, which correspond with the times the Internet on the router cuts out. Here is all of the router status info:

Network Log
--------------
Time Priority Description
04/02/2021 10:24:25 Warning! RCS Partial Service;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 09:34:25 critical No Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 09:33:19 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 09:29:20 critical No Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 09:29:19 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 09:29:19 critical Ranging Request Retries exhausted;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 09:28:51 critical No Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 09:28:50 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 09:28:50 critical Ranging Request Retries exhausted;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 06:18:9 critical No Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 06:06:32 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 06:02:26 critical No Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 06:02:26 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 06:02:26 critical Ranging Request Retries exhausted;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 06:02:13 critical No Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 06:02:2 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 06:02:2 critical Ranging Request Retries exhausted;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 05:11:58 critical No Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 05:11:27 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 05:10:38 critical No Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.0;


Configuration
-------------
Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode Docsis30
Config file cmreg-vmdg505-bbt060+voc-b.cm


Primary Downstream Service Flow
SFID 1150586
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 1150585
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Upstream
--------

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300386 46.8 5120 16 qam 1
2 46201356 46 5120 16 qam 3
3 39399249 45.3 5120 16 qam 4
4 53699703 46.3 5120 16 qam 2


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

Downstream
----------

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 0.7 38 256 qam 9
2 138750000 3.7 38 256 qam 1
3 146750000 3.4 38 256 qam 2
4 154750000 2.7 38 256 qam 3
5 162750000 2.5 38 256 qam 4
6 170750000 1.7 38 256 qam 5
7 178750000 1.2 38 256 qam 6
8 186750000 0.9 38 256 qam 7
9 194750000 0.9 38 256 qam 8
10 210750000 0 38 256 qam 10
11 218750000 -0.2 38 256 qam 11
12 226750000 -0.7 38 256 qam 12
13 234750000 -0.7 38 256 qam 13
14 242750000 -1 37 256 qam 14
15 250750000 -1.9 37 256 qam 15
16 258750000 -2.9 37 256 qam 16
17 266750000 -3 37 256 qam 17
18 274750000 -2 37 256 qam 18
19 282750000 -1.9 38 256 qam 19
20 290750000 -2 37 256 qam 20
21 298750000 -2.4 37 256 qam 21
22 306750000 -3 37 256 qam 22
23 314750000 -3.7 37 256 qam 23
24 322750000 -4 37 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 11 0
2 Locked 38.9 19 0
3 Locked 38.6 19 0
4 Locked 38.9 14 0
5 Locked 38.6 5 0
6 Locked 38.9 0 0
7 Locked 38.9 1 0
8 Locked 38.9 0 0
9 Locked 38.9 6 0
10 Locked 38.6 0 0
11 Locked 38.6 14 0
12 Locked 38.6 5 0
13 Locked 38.6 5 0
14 Locked 37.6 7 0
15 Locked 37.3 3 0
16 Locked 37.6 1 0
17 Locked 37.3 5 0
18 Locked 37.6 9 0
19 Locked 38.6 12 0
20 Locked 37.6 7 0
21 Locked 37.6 2 0
22 Locked 37.6 4 0
23 Locked 37.3 2 0
24 Locked 37.3 4 0

The first thing I did when this happened was check all of the coax connections. All of them seemed well connected, however I noticed that a galvanic isolator had been installed - from the case it looks like it might be upside down...

rsz_1rsz_784029b8-4425-41a3-9b5d-58e2f2527537.jpg

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jbrennand
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Re: Hub3 Internet Keeps Dropping in Modem Mode

Cant comment on the isolator. Nothing leaps out of the stats - except - all your Up channels are on 16qam - 64 is usual - although VM do have some connections on 16 with no issues. Also the "spread" of your Down power levels is too great -4.37 to +3.7 dBmV - which is too great. I dont know whether this is causing the issues - but your logs dont look good either with repeated T3's

You will need to get VM to look at the connection by calling in and reporting the fault - try now but 08.00 is usually the best time to get through.

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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


--------------------
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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TheRaft
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Re: Hub3 Internet Keeps Dropping in Modem Mode

Thanks John.

To see if it was a problem with the Linksys router, I reverted the SH3 back to Router mode and connected to that instead. Sure enough, we just had a similar problem with the Internet connection cutting out so definitely think the issue is on the broadband end, rather than packet loss/latency over the wireless network. Had the same T3 errors in the logs as well.

I just did a full factory reset on the SH3 and it now appears to be running the up channels on 64qam. The down channels still appear to be on similar power levels though:

Upstream bonded channels

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

13940000046.5512064 qam4
24620000047512064 qam3
35370000047.5512064 qam2
46030000047.5512064 qam1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0000

Downstream bonded channels

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

11387500003.538256 qam1
21467500003.238256 qam2
31547500002.538256 qam3
41627500002.438256 qam4
51707500001.738256 qam5
6178750000138256 qam6
71867500000.738256 qam7
81947500000.738256 qam8
92027500000.538256 qam9
10210750000038256 qam10
11218750000-0.438256 qam11
12226750000-0.737256 qam12
13234750000-0.937256 qam13
14242750000-1.237256 qam14
15250750000-237256 qam15
16258750000-2.937256 qam16
17266750000-3.237256 qam17
18274750000-2.737256 qam18
19282750000-237256 qam19
20290750000-237256 qam20
21298750000-2.537256 qam21
22306750000-3.237256 qam22
23314750000-3.937256 qam23
24322750000-4.237256 qam24

Downstream bonded channels

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

1Locked38.950
2Locked38.940
3Locked38.600
4Locked38.940
5Locked38.900
6Locked38.600
7Locked38.900
8Locked38.650
9Locked38.970
10Locked38.900
11Locked38.950
12Locked37.670
13Locked37.6240
14Locked37.670
15Locked37.640
16Locked37.680
17Locked37.3150
18Locked37.3140
19Locked37.670
20Locked37.6150
21Locked37.6170
22Locked37.690
23Locked37.3100
24Locked37.3190

 

Have just tried calling VM as well but am getting a "we're busy please call back later" so not much I can do there.

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jbrennand
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Re: Hub3 Internet Keeps Dropping in Modem Mode

OK lets see the BQM.

--------------------
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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legacy1
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Re: Hub3 Internet Keeps Dropping in Modem Mode


@TheRaft wrote:

 

rsz_1rsz_784029b8-4425-41a3-9b5d-58e2f2527537.jpg


Looks to be fitted wrong to me.

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TheRaft
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Re: Hub3 Internet Keeps Dropping in Modem Mode

Here is the BQM for the last few hours.

5684546eac8973192bb738b8bb8a7bd8658316bc-04-02-2021.png

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