Intermittent dropouts even in modem mode

[mcons]

Hi,

We have had a problem for a while now where the connection will just go dead for a second or so but doesn't seem to disconnect. This isn't a WiFi issue as it happens plugged in to the Super Hub 3 too. This is not isolated to a single device and we are very happy with our 200mbps download speed in general.

One of us could be playing a game, and then it will lag for a second (these things happen, sure) but at the same time if someone is watching a stream like youtube or twitch, there will be a momentary pause and the quality will just sink down to 240p and slowly trundle its way back up. Additionally web pages will randomly show "This page cannot be displayed" or similar and then it will load again when we try it the second time - no website in particular, very random and seems to coincide with the connection "dropping" out. My son who works uses 3CX also reports that it frequently complains that he is "disconnected" where the connection has "blipped" which is frustrating because he needs to make phone calls.

We've phoned support and were told that they will "boost our signal" and "monitor for 48 hours" but nothing seems to have changed performance-wise except there was a factory reset on the Super Hub 3.

Things that we have already tried are:

- Modem mode and using a cat6 cable from port 1  (the issues persist (and this would only be a temporary "solution" for us anyway)

- Connecting a third-party router whilst the Super Hub 3 is in modem mode (same issues are present)

Is there anything else that can be looked at? It's becoming increasingly frustrating that our speed is spot on, but we're getting interupted by these frequent blips.

[jbrennand]

Can you do this...
________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up - dont login - just click on the “router status” icon/text at bottom-middle of the first page up and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... 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

[mcons]

Hi there,

Forgot to include it in my first post, but my BQM has already been running for a few days:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/079175fc2801a75f66f680090cd8b0015a...

I'll just try to grab those other stats.

[mcons]

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

1	331000000	3.2	40	256 qam	25
2	203000000	1.7	40	256 qam	9
3	211000000	2.2	40	256 qam	10
4	219000000	2.2	40	256 qam	11
5	227000000	2.2	40	256 qam	12
6	235000000	2.4	40	256 qam	13
7	243000000	2.2	40	256 qam	14
8	251000000	2.4	40	256 qam	15
9	259000000	2.4	40	256 qam	16
10	267000000	2.5	40	256 qam	17
11	275000000	2.5	40	256 qam	18
12	283000000	2.5	40	256 qam	19
13	291000000	2.9	40	256 qam	20
14	299000000	2.7	40	256 qam	21
15	307000000	3.2	40	256 qam	22
16	315000000	3.2	40	256 qam	23
17	323000000	3.2	40	256 qam	24
18	339000000	3.4	40	256 qam	26
19	347000000	3.4	40	256 qam	27
20	355000000	3.2	40	256 qam	28
21	363000000	3.7	40	256 qam	29
22	371000000	3.2	40	256 qam	30
23	379000000	3.5	40	256 qam	31
24	387000000	3.2	40	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	44	0
2	Locked	40.9	45	0
3	Locked	40.3	21	0
4	Locked	40.3	25	0
5	Locked	40.3	34	0
6	Locked	40.9	24	0
7	Locked	40.3	17	0
8	Locked	40.9	18	0
9	Locked	40.3	22	0
10	Locked	40.9	20	0
11	Locked	40.3	24	0
12	Locked	40.3	12	0
13	Locked	40.3	16	0
14	Locked	40.3	18	0
15	Locked	40.3	10	0
16	Locked	40.3	22	0
17	Locked	40.3	32	0
18	Locked	40.3	30	0
19	Locked	40.3	27	0
20	Locked	40.3	44	0
21	Locked	40.3	22	0
22	Locked	40.3	20	0
23	Locked	40.3	11	0
24	Locked	40.3	3	0

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

1	46200000	46.3	5120	64 qam	1
2	39400000	46.3	5120	64 qam	2
3	25799995	45.5	5120	64 qam	4
4	32600029	46	5120	64 qam	3

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

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

[mcons]

  Network Log

Time Priority Description

30/09/2021 13:43:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2021 19:58:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2021 16:40:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2021 14:01:49	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2021 12:14:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 12:33:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 12:32:6	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 12:32:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 12:31:53	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 12:31:3	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 12:30:21	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2021 21:55:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2021 00:48:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 19:54:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2021 21:14:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2021 07:54:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 01:22:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 07:54:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

BQM shows mostly ok

Might be a CDN or DNS problem try changing DNS to 194.168.4.123 or 1.1.1.1, 8.8.8.8, 9.9.9.9 in your router.

[mcons]

Query about DNS before I change it in the router.

I have already tried 8.8.8.8 and 8.8.4.4 one of our PCs network adapter options and then ipconfig /flushdns and it hasn't made a difference - Is there a massive difference to changing it in the router aside from the obvious not having to set it manually on every device?

Additionally, I ran the free tool, DNSBenchmark (Precision Freeware by Steve Gibson) after updating the DNS list (from the DNS's that you've suggested, only Google (8.8.8.8) was on there) and stated that the Virgin Media DNS would be the most effective (192.168.4.100 and 192.168.8.100) leading me to believe that there isn't a problem with the DNS. I will try some of your suggestions in the router DNS settings anyway, I'm just curious as to the effectiveness of my personal troubleshooting.

[jbrennand]

As legay1 says - stats and BQM look ok. So could be DNS as suggested.

Are you currently in modem mode with your own router - what make model ?

If so you can change the DNS - dont think you can with the Hub in router mode.

[mcons]

It's currently in router mode whilst the engineer was troubleshooting on the phone the other day and hasn't yet been switched back, but normally we use a Nighthawk X6 R8000 - AC3200 Tri-Band by Netgear.

I didn't want to add another variable back into the mix, but as we've established that the issue occurs with SuperHub 3 as a standalone device anyway I will change it back to Modem mode and connect the R8000.

Should the DNS be changed in the SuperHub 3 or should I set them manually in the R8000s control panel? Currently the R8000 is set to take the settings from the SuperHub.

[jbrennand]

I dont believe that you can change DNS when Hub is in router mode. Someone else should comment