Intermittent Internet

[hblass]

Internet dropping out multiple times a day, not sure why. I am running the superhub 3 in modem mode with it then going into an Asus GT-AX11000 router I factory reset both before connecting them. Called virgin and all they could suggest was not using the asus router and they'll send me their new wifi pod thing but I much rather sort out my current setup as I get wifi 6 and much more features than anything a virgin router can offer.

Network Log

Time Priority Description

24/08/2021 03:57:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 18:21:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 18:20:32	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 17:17:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 07:12:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 14:18:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:12:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 11:30:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 11:30:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 23:57:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 20:26:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 14:09:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 14:06:45	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 14:11:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 07:12:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 13:24:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 12:34:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 11:01:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 02:44:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 19:12:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[hblass]

My upstream and downstream   Downstream bonded channels

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

1	202750000	0.4	38	256 qam	9
2	210750000	0.5	38	256 qam	10
3	218750000	0.5	38	256 qam	11
4	226750000	0.7	38	256 qam	12
5	234750000	0.5	38	256 qam	13
6	242750000	0.2	38	256 qam	14
7	250750000	0	38	256 qam	15
8	258750000	0	38	256 qam	16
9	266750000	-0.2	38	256 qam	17
10	274750000	-0.4	38	256 qam	18
11	282750000	-0.5	38	256 qam	19
12	290750000	-0.4	38	256 qam	20
13	298750000	-0.5	38	256 qam	21
14	306750000	-0.4	38	256 qam	22
15	314750000	-0.4	38	256 qam	23
16	322750000	0	38	256 qam	24
17	330750000	0	38	256 qam	25
18	338750000	0.5	38	256 qam	26
19	346750000	0.4	38	256 qam	27
20	354750000	0.5	38	256 qam	28
21	362750000	0.2	38	256 qam	29
22	370750000	0.2	38	256 qam	30
23	378750000	0	38	256 qam	31
24	386750000	0	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	10	0
2	Locked	38.9	20	0
3	Locked	38.6	13	0
4	Locked	38.9	35	0
5	Locked	38.9	27	0
6	Locked	38.6	20	0
7	Locked	38.9	15	0
8	Locked	38.9	17	0
9	Locked	38.9	26	0
10	Locked	38.9	19	0
11	Locked	38.6	41	0
12	Locked	38.6	36	0
13	Locked	38.9	41	0
14	Locked	38.9	57	0
15	Locked	38.9	39	0
16	Locked	38.9	67	0
17	Locked	38.9	50	0
18	Locked	38.6	44	0
19	Locked	38.6	50	0
20	Locked	38.9	59	0
21	Locked	38.6	46	0
22	Locked	38.6	36	30
23	Locked	38.9	33	0
24	Locked	38.6	59	0

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

1	53700046	36	5120	64 qam	2
2	39400000	35.8	5120	32 qam	4
3	46200000	36	5120	64 qam	3
4	60300064	36	5120	32 qam	1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

[jbrennand]

Connection isnt "perfect" Some T3 errors and a few postRS error - and 2 Up channels have dropped the qam. Can you start from a blank sheet and set up a BQM as below.
___________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure.

When done, fire it up and after it is up, check back in the settings and ensure that the RS error counts and T3's have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. Also see if the Up qams are all at 64.
----------------------------------

If you haven’t already, set up a free, secure and “offlsite” - “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

[hblass]

I will indeed do all of that, just to give some more information, I have my broadband going into my superhub 3 then back out into my asus gt ax11000 then out into some powerline adapters and other ethernet devices such as my desktop computer. My powerline adapters have a constant connection speed of 200-300Mbit/s however consistently throughout the day the internet will just drop out anything on wifi or ethernet will lose connectivity even the desktop thats plugged directly into my asus router, I'm unsure if this problem is caused by the superhub or the gt ax11000, however as there is a lot of errors and warnings on my superhub I feel sorting that out first to see if that fixes anything is the first step in fixing my problems. I can also give the system log of my gt ax11000 as I saw there were a couple of things on there that might be a cause for concern. Thanks for your help anyway

[hblass]

Did as you said restarted the hub left unplugged for 5-10mins this was the result as soon as I could log onto the hub 3 page 

Upstream bonded channels

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

1	53700000	36	5120	32 qam	2
2	39400000	36	5120	16 qam	4
3	46200000	36	5120	32 qam	3
4	60300000	36	5120	32 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	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Downstream bonded channels

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

1	202750000	1	38	256 qam	9
2	210750000	1.2	38	256 qam	10
3	218750000	1.2	38	256 qam	11
4	226750000	1.2	38	256 qam	12
5	234750000	1.2	38	256 qam	13
6	242750000	0.9	38	256 qam	14
7	250750000	0.7	38	256 qam	15
8	258750000	0.5	38	256 qam	16
9	266750000	0.4	38	256 qam	17
10	274750000	0.2	38	256 qam	18
11	282750000	0	38	256 qam	19
12	290750000	0.2	38	256 qam	20
13	298750000	0.2	38	256 qam	21
14	306750000	0.2	38	256 qam	22
15	314750000	0.2	38	256 qam	23
16	322750000	0.7	38	256 qam	24
17	330750000	0.7	38	256 qam	25
18	338750000	1	38	256 qam	26
19	346750000	1	38	256 qam	27
20	354750000	1	38	256 qam	28
21	362750000	0.9	38	256 qam	29
22	370750000	0.7	38	256 qam	30
23	378750000	0.7	38	256 qam	31
24	386750000	0.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	5	0
2	Locked	38.6	6	0
3	Locked	38.9	4	0
4	Locked	38.6	4	0
5	Locked	38.9	0	0
6	Locked	38.9	5	0
7	Locked	38.9	0	0
8	Locked	38.9	0	0
9	Locked	38.9	0	0
10	Locked	38.9	5	0
11	Locked	38.9	0	0
12	Locked	38.6	11	0
13	Locked	38.9	6	0
14	Locked	38.9	6	0
15	Locked	38.9	0	0
16	Locked	38.9	5	0
17	Locked	38.9	5	0
18	Locked	38.9	4	0
19	Locked	38.9	0	0
20	Locked	38.6	5	0
21	Locked	38.9	7	0
22	Locked	38.9	6	0
23	Locked	38.6	5	0
24	Locked	38.6	0	0

[jbrennand]

Ok - let the data build up until say Wednesday afternoon and post it up again. With the logs and the BQM link

I will ask VM to come and look in more detail as the Up channels seem to be struggling still.

They may well want you to put it back in modem mode so they can look at the data

[Zak_M]

Good morning @hblass, 

Welcome to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with your broadband. 

I have managed to locate your account from here and I have run some general diagnostics, all your power levels look within spec & there are no issues on the network side of things.

I know its still early days, but could you possibly post your BQM so that I can take a look over things from that side? 

Kind regards,

Zak_M

[hblass]

Hi this is my current stats as of 3:20

As of a BQM link I have no idea what that is

Downstream bonded channels

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

1	202750000	0.7	38	256 qam	9
2	210750000	1	38	256 qam	10
3	218750000	1	38	256 qam	11
4	226750000	1	38	256 qam	12
5	234750000	1	38	256 qam	13
6	242750000	0.7	38	256 qam	14
7	250750000	0.5	38	256 qam	15
8	258750000	0.4	38	256 qam	16
9	266750000	0.2	38	256 qam	17
10	274750000	0	38	256 qam	18
11	282750000	-0.2	38	256 qam	19
12	290750000	0	38	256 qam	20
13	298750000	0	38	256 qam	21
14	306750000	0	38	256 qam	22
15	314750000	0	38	256 qam	23
16	322750000	0.5	38	256 qam	24
17	330750000	0.5	38	256 qam	25
18	338750000	1	38	256 qam	26
19	346750000	0.9	38	256 qam	27
20	354750000	1	38	256 qam	28
21	362750000	0.7	38	256 qam	29
22	370750000	0.7	38	256 qam	30
23	378750000	0.5	38	256 qam	31
24	386750000	0.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	18	0
2	Locked	38.9	19	0
3	Locked	38.9	33	0
4	Locked	38.9	41	0
5	Locked	38.9	58	0
6	Locked	38.6	42	0
7	Locked	38.6	37	0
8	Locked	38.9	43	0
9	Locked	38.9	62	0
10	Locked	38.9	60	0
11	Locked	38.9	50	0
12	Locked	38.6	86	0
13	Locked	38.6	65	0
14	Locked	38.6	109	0
15	Locked	38.9	108	0
16	Locked	38.9	60	0
17	Locked	38.9	151	13
18	Locked	38.6	129	0
19	Locked	38.9	117	0
20	Locked	38.6	138	12
21	Locked	38.9	139	0
22	Locked	38.6	137	15
23	Locked	38.9	86	27
24	Locked	38.6	130	0

Upstream bonded channels

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

1	53700083	36.3	5120	64 qam	2
2	39399896	36	5120	32 qam	4
3	46200019	39	5120	32 qam	3
4	60300141	36.5	5120	32 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	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

[hblass]

Network LogTime Priority Description

25/08/2021 13:44:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 11:44:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 08:11:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 23:08:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 03:57:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 18:21:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 18:20:32	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 17:17:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 07:12:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 14:18:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:12:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 11:30:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 11:30:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 23:57:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 20:26:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 14:09:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 14:06:45	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 14:11:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 07:12:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 13:24:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ayisha_B]

Thanks for coming back to us @hblass

Please can you set up a BQM so we can monitor things for you?

A BQM is a “Broadband Quality Monitor” and it continually monitors the state of your connection and records any network dropouts. It does it 24/7/365 and it keeps a visual record of your connection.

We advise to keep it running for around 24-48 hours to gather enough data. You can then post a link to your live BQM on this thread and we can check for any disconnections or drop out you advise you're experiencing.

Thank you