Internet Cutting Out Regularly

[molliecule]

Within the last couple of days, the wifi on my hub 3 keeps cutting out out of nowhere.

This affects all of my devices which can no longer detect the wifi network, however the white power light on the hub remains on. I'm then required to switch the hub off and on again to regain internet access, which takes quite a while - not ideal when trying to attend an online conference.

This has happened 3 times within the last 24 hours and after a quick check online, there are no service outages in the Glasgow area.

[lotharmat]

What happens to ethernet connected devices at this time!

We need to figure out if it is just a WiFi Issue.

[molliecule]

Hi,

Thanks for responding. It just happened again and when I checked ethernet connected devices (e.g. the TiVo box) it was fine. So seems to be the WiFi which is the problem.

[lotharmat]

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!

[molliecule]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	32600087	Locked
Provisioning State	Online

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

1	331000000	0	38	256 qam	25
2	203000000	0.5	38	256 qam	9
3	211000000	0.5	38	256 qam	10
4	219000000	0.5	38	256 qam	11
5	227000000	0.4	38	256 qam	12
6	235000000	0	38	256 qam	13
7	243000000	0.2	40	256 qam	14
8	251000000	0	38	256 qam	15
9	259000000	0.2	38	256 qam	16
10	267000000	0.4	40	256 qam	17
11	275000000	0.2	40	256 qam	18
12	283000000	0.5	40	256 qam	19
13	291000000	0.2	40	256 qam	20
14	299000000	0.2	38	256 qam	21
15	307000000	0	38	256 qam	22
16	315000000	0	38	256 qam	23
17	323000000	-0.2	38	256 qam	24
18	371000000	-1	38	256 qam	26
19	379000000	-1.2	38	256 qam	27
20	387000000	-1	38	256 qam	28
21	395000000	-1.2	38	256 qam	29
22	403000000	-1.5	38	256 qam	30
23	411000000	-1.5	38	256 qam	31
24	419000000	-1.2	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	36	161
2	Locked	38.9	82	271
3	Locked	38.9	20	286
4	Locked	38.9	20	293
5	Locked	38.9	31	135
6	Locked	38.9	32	212
7	Locked	40.3	36	294
8	Locked	38.9	24	59
9	Locked	38.9	43	267
10	Locked	40.3	25	203
11	Locked	40.3	21	53
12	Locked	40.3	20	219
13	Locked	40.3	16	190
14	Locked	38.9	16	65
15	Locked	38.9	18	230
16	Locked	38.6	44	88
17	Locked	38.9	35	64
18	Locked	38.9	17	64
19	Locked	38.9	22	182
20	Locked	38.9	35	158
21	Locked	38.6	20	84
22	Locked	38.9	61	179
23	Locked	38.9	21	102
24	Locked	38.9	26	63

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

1

32600087

47.3

5120

64 qam

5

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

1

ATDMA

0

0

4

0

[molliecule]

General Configuration

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

Primary Downstream Service Flow

SFID	68906
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	68905
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

07/07/2021 15:30:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 15:30:15	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:04:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 10:04:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:25:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:25:4	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:25:4	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:12:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:11:39	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:11:39	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:10:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:10:41	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:53:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:53:34	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:53:34	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:32:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:32:27	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:32:27	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:26:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:26:19	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Power stats are fine, but you only have one upstream channel instead of four. Also the Pre and especially Post RS errors are high although they are accumulative since to hub was last power cycled.

Could you please do a pine-hole reset, hold the switch in for 60 seconds and do NOT power cycle the hub. It will reboot and reset all the stats. Then after a few hours post a new set of stats.

[Steven_L]

Hey @molliecule,

Welcome to the community and thanks for taking the time to post on our forums.

I'm sorry that you have been having connection issues recently, I have looked into your account and can see as @Tudor stated that you have only 1 upstream channel and I can see that you have reset your hub in the last 2 days.

I will need to book an engineer to resolve this issue but first we need to confirm a few details via a private message that I will send over in a moment. Please look out for the message and we can get started.

Regards,

Steven_L

[Steven_L]

Thanks for confirming your details via private message @molliecule.

I cannot see any appointment for yesterday on the system, not sure why you would have been told that one had been booked in for you. I apologise that this happened to you. 

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Track Your Order.

Regards,

Steven_L