on 21-06-2021 19:51
Our internet connection seems to cut out every 15-20 minutes for around 20 seconds before restoring. I use the Hub 3.0 as a modem, with a separate router, so the Wi-Fi stays connected.
Any advice or support would be greatly appreciated as I can't get through a meeting without this cutting out in a very embarrassing way.
I have seen similar issues where people have requested the details of the upstream, downstream and network logs so I've included them here:
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 53700005 | 49 | 5120 | 64 qam | 6 |
2 | 39400034 | 48.5 | 5120 | 64 qam | 8 |
3 | 60300273 | 51 | 5120 | 64 qam | 5 |
4 | 46200009 | 48 | 5120 | 64 qam | 7 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 243000000 | 1.5 | 40 | 256 qam | 14 |
2 | 139000000 | 7 | 40 | 256 qam | 1 |
3 | 147000000 | 6.5 | 40 | 256 qam | 2 |
4 | 155000000 | 5.3 | 40 | 256 qam | 3 |
5 | 163000000 | 4.8 | 40 | 256 qam | 4 |
6 | 171000000 | 5.1 | 40 | 256 qam | 5 |
7 | 179000000 | 5.5 | 40 | 256 qam | 6 |
8 | 187000000 | 4.1 | 40 | 256 qam | 7 |
9 | 195000000 | 3.9 | 40 | 256 qam | 8 |
10 | 203000000 | 3.7 | 40 | 256 qam | 9 |
11 | 211000000 | 2.9 | 40 | 256 qam | 10 |
12 | 219000000 | 3 | 32 | 256 qam | 11 |
13 | 227000000 | 2.7 | 32 | 256 qam | 12 |
14 | 235000000 | 2.7 | 40 | 256 qam | 13 |
15 | 251000000 | 1.9 | 40 | 256 qam | 15 |
16 | 259000000 | 1.5 | 40 | 256 qam | 16 |
17 | 267000000 | 2 | 40 | 256 qam | 17 |
18 | 275000000 | 1.2 | 40 | 256 qam | 18 |
19 | 283000000 | 0.9 | 40 | 256 qam | 19 |
20 | 291000000 | 1.9 | 40 | 256 qam | 20 |
21 | 299000000 | 2.4 | 40 | 256 qam | 21 |
22 | 307000000 | 2.2 | 40 | 256 qam | 22 |
23 | 315000000 | 1.7 | 40 | 256 qam | 23 |
24 | 323000000 | 1.5 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40.3 | 692 | 346 |
2 | Locked | 40.9 | 29 | 3414 |
3 | Locked | 40.3 | 37 | 3429 |
4 | Locked | 40.3 | 168 | 3356 |
5 | Locked | 40.3 | 243 | 2577 |
6 | Locked | 40.9 | 51 | 3434 |
7 | Locked | 40.9 | 59 | 3381 |
8 | Locked | 40.9 | 47 | 3498 |
9 | Locked | 40.9 | 460 | 2986 |
10 | Locked | 40.3 | 437 | 1700 |
11 | Locked | 40.9 | 1518 | 1314 |
12 | Locked | 32.5 | 2541756 | 4658 |
13 | Locked | 32.6 | 120933 | 4582 |
14 | Locked | 40.9 | 1996 | 1726 |
15 | Locked | 40.9 | 2785 | 1808 |
16 | Locked | 40.3 | 1275 | 8653 |
17 | Locked | 40.3 | 1637 | 547 |
18 | Locked | 40.9 | 1405 | 1530 |
19 | Locked | 40.9 | 1420 | 360 |
20 | Locked | 40.3 | 1564 | 415 |
21 | Locked | 40.3 | 51 | 4015 |
22 | Locked | 40.9 | 96 | 4331 |
23 | Locked | 40.3 | 75 | 3970 |
24 | Locked | 40.9 | 289 | 4095 |
Network Log
Time | Priority | Description |
21/06/2021 19:38:30 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 15:05:53 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 15:05:50 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 15:05:50 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 15:05:50 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 15:05:50 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/06/2021 02:10:27 | Warning! | RCS Partial Service;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; |
18/06/2021 11:51:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 11:51:35 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 08:36:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 08:31:10 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 08:21:59 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 08:20:58 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 08:20:22 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 08:20:18 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 08:20:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 08:20:4 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 08:19:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 08:19:40 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 21-06-2021 19:52
on 22-06-2021 10:53
22-06-2021 14:48 - edited 22-06-2021 14:50
You didnt say, are the dropping issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?
What are the various Hub lights showing/doing when this happens?
Also Can you start from a blank sheet with the RS errors by doing this....
______________________________________________________
Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.
Also, in the meantime... If you haven’t already, set up a free and secure “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
on 23-06-2021 19:09
Thanks jbrennand. I did as you suggested and restarted at 18:28 today. Here are the downstream bonded channels tables after the internet reconnected and 30 minutes later...
18:35 - Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40.3 | 0 | 0 |
2 | Locked | 37.3 | 0 | 0 |
3 | Locked | 40.3 | 4 | 0 |
4 | Locked | 26.8 | 3132397 | 5121080 |
5 | Locked | 31.4 | 573181 | 0 |
6 | Locked | 40.3 | 0 | 0 |
7 | Locked | 40.3 | 6 | 0 |
8 | Locked | 40.3 | 0 | 0 |
9 | Locked | 40.9 | 5 | 0 |
10 | Locked | 40.9 | 7 | 0 |
11 | Locked | 40.3 | 12 | 0 |
12 | Locked | 40.3 | 0 | 0 |
13 | Locked | 40.3 | 4 | 0 |
14 | Locked | 40.9 | 5 | 0 |
15 | Locked | 40.3 | 0 | 0 |
16 | Locked | 40.3 | 0 | 0 |
17 | Locked | 40.3 | 0 | 0 |
18 | Locked | 40.3 | 4 | 0 |
19 | Locked | 40.9 | 0 | 0 |
20 | Locked | 40.9 | 6 | 0 |
21 | Locked | 40.3 | 0 | 0 |
22 | Locked | 40.3 | 5 | 0 |
23 | Locked | 40.3 | 5 | 0 |
24 | Locked | 40.9 | 0 | 0 |
19:06 - Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40.3 | 539 | 8463 |
2 | Locked | 37.3 | 393 | 5669 |
3 | Locked | 40.9 | 552 | 6254 |
4 | Locked | 26.8 | 20854746 | 36226682 |
5 | Locked | 31 | 5533229 | 3352 |
6 | Locked | 40.9 | 1020 | 1426 |
7 | Locked | 40.3 | 2548 | 7441 |
8 | Locked | 40.3 | 561 | 6447 |
9 | Locked | 40.3 | 674 | 6877 |
10 | Locked | 40.3 | 2339 | 8324 |
11 | Locked | 40.3 | 684 | 7140 |
12 | Locked | 40.3 | 570 | 6766 |
13 | Locked | 40.3 | 17 | 3102 |
14 | Locked | 40.3 | 30 | 3481 |
15 | Locked | 40.3 | 30 | 3281 |
16 | Locked | 40.3 | 15 | 3121 |
17 | Locked | 40.9 | 16 | 3560 |
18 | Locked | 40.3 | 19 | 3522 |
19 | Locked | 40.9 | 17 | 3364 |
20 | Locked | 40.3 | 19 | 3280 |
21 | Locked | 40.3 | 15 | 3371 |
22 | Locked | 40.9 | 15 | 3294 |
23 | Locked | 40.3 | 139 | 3203 |
24 | Locked | 40.3 | 24 | 3727 |
on 23-06-2021 19:11
@jbrennand wrote:You didnt say, are the dropping issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?
I mentioned in my first post that I only use the Hub 3.0 as a modem. It is connected to a separate router over ethernet. The WiFi connection doesn't drop, just the internet connection.
on 23-06-2021 19:47
on 24-06-2021 09:14
Hi @jdbann thanks for posting and welcome to our community.
I am sorry to hear you're having frequent internet drop outs. I would like to take a closer look. I am going to send you a private message.
Regards
Lee_R
on 24-06-2021 09:57
Hi @jdbann
I have booked the first available tech appointment for you. Please sign into the online account to check that date. You can change this if it is not appropriate from the online account too.
Regards
Lee
on 24-06-2021 10:30
Thank you @Lee_R!