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molliecule
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Message 1 of 9
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Internet Cutting Out Regularly

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.

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lotharmat
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Message 2 of 9
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Re: Internet Cutting Out Regularly

What happens to ethernet connected devices at this time!

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



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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molliecule
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Message 3 of 9
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Re: Internet Cutting Out Regularly

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.

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lotharmat
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Re: Internet Cutting Out Regularly

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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molliecule
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Re: Internet Cutting Out Regularly

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

1331000000038256 qam25
22030000000.538256 qam9
32110000000.538256 qam10
42190000000.538256 qam11
52270000000.438256 qam12
6235000000038256 qam13
72430000000.240256 qam14
8251000000038256 qam15
92590000000.238256 qam16
102670000000.440256 qam17
112750000000.240256 qam18
122830000000.540256 qam19
132910000000.240256 qam20
142990000000.238256 qam21
15307000000038256 qam22
16315000000038256 qam23
17323000000-0.238256 qam24
18371000000-138256 qam26
19379000000-1.238256 qam27
20387000000-138256 qam28
21395000000-1.238256 qam29
22403000000-1.538256 qam30
23411000000-1.538256 qam31
24419000000-1.238256 qam32



Downstream bonded channels

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

1Locked38.636161
2Locked38.982271
3Locked38.920286
4Locked38.920293
5Locked38.931135
6Locked38.932212
7Locked40.336294
8Locked38.92459
9Locked38.943267
10Locked40.325203
11Locked40.32153
12Locked40.320219
13Locked40.316190
14Locked38.91665
15Locked38.918230
16Locked38.64488
17Locked38.93564
18Locked38.91764
19Locked38.922182
20Locked38.935158
21Locked38.62084
22Locked38.961179
23Locked38.921102
24Locked38.92663
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260008747.3512064 qam5


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0040

 

 

 

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molliecule
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Re: Internet Cutting Out Regularly

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

SFID68906
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID68905
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

07/07/2021 15:30:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 15:30:15Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:04:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 10:04:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:25:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:25:4criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:25:4criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:12:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:11:39Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:11:39Warning!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 09:10:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:10:41criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:53:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:53:34criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:53:34criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:32:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:32:27criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:32:27criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:26:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 08:26:19criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tudor
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Message 7 of 9
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Re: Internet Cutting Out Regularly

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.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Steven_L
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Re: Internet Cutting Out Regularly

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

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Steven_L
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Re: Internet Cutting Out Regularly

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

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