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;

[jbrennand]

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@Ayisha_B wrote:

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

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@Ayisha_B  

@ ayisha

What do you conclude from the (Post-Reset) accumulating PostRS errors, dropping qam's on the Up channels and the T3 time outs?

[hblass]

There you go 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9b99aa216f7cad1bbb706c9bb9fd0318e3315771

[jbrennand]

BQM confirms my suspicions - you need a Tech

[hblass]

How do I get one? and what were your suspicions?

[jbrennand]

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@hblass wrote:

How do I get one? and what were your suspicions?

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You call it in and hope they concur - or Ayisha_B may sort one for you... if they concur 😎

Suspicions were.....

@ ayisha

What do you conclude from the (Post-Reset) accumulating PostRS errors, dropping qam's on the Up channels and the T3 time outs?

[hblass]

I called them before and apparently when it's in router mode it works fine it's only when it's in modem mode, I haven't actually tested this for myself, but they sent me one of those wifi pod things but In don't really wanna use that as my setup is much better if only it was more reliable

[Andrew-G]

@hblass I called them before and apparently when it's in router mode it works fine it's only when it's in modem mode

Then you need a new hub that works in modem mode.  Either that, or VM's call centre staff are making it up as they go along because the company doesn't train them properly..

[hblass]

Got no idea really, they refuse to give me any advice on how to make it work with a third party router all they can tell me is just virgin stuff, just a question tho, can the router cause any of these issues or maybe have I not set it up right with a dhcp not sure

[hblass]

@Ayisha_B

Can you get a tech for me please

[legacy1]

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@hblass wrote:

I called them before and apparently when it's in router mode it works fine it's only when it's in modem mode...

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Well of course it works in router mode they only do a short test and its fine not only that but they don't test if the Ethernet ports are fine even then again short test time if they ARP ping a device (guessing thats what they do).

You should test with another cable with a PC to see if the connection drops in modem mode.

https://www.amazon.co.uk/1aTTack-Ethernet-Network-Double-Shielded/dp/B004WCPXW2/ref=sr_1_3?dchild=1&...