on 07-07-2021 09:24
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.
on 07-07-2021 09:41
on 07-07-2021 15:25
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.
on 07-07-2021 15:27
on 07-07-2021 15:36
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 |
1 | 32600087 | 47.3 | 5120 | 64 qam | 5 |
1 | ATDMA | 0 | 0 | 4 | 0 |
on 07-07-2021 15:36
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; |
on 07-07-2021 18:24
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.
on 09-07-2021 09:56
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
on 09-07-2021 12:08
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