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jdbann
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Internet cuts out every 15-20 minutes for 20 seconds

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

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
15370000549512064 qam6
23940003448.5512064 qam8
36030027351512064 qam5
44620000948512064 qam7



Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12430000001.540256 qam14
2139000000740256 qam1
31470000006.540256 qam2
41550000005.340256 qam3
51630000004.840256 qam4
61710000005.140256 qam5
71790000005.540256 qam6
81870000004.140256 qam7
91950000003.940256 qam8
102030000003.740256 qam9
112110000002.940256 qam10
12219000000332256 qam11
132270000002.732256 qam12
142350000002.740256 qam13
152510000001.940256 qam15
162590000001.540256 qam16
17267000000240256 qam17
182750000001.240256 qam18
192830000000.940256 qam19
202910000001.940256 qam20
212990000002.440256 qam21
223070000002.240256 qam22
233150000001.740256 qam23
243230000001.540256 qam24



Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked40.3692346
2Locked40.9293414
3Locked40.3373429
4Locked40.31683356
5Locked40.32432577
6Locked40.9513434
7Locked40.9593381
8Locked40.9473498
9Locked40.94602986
10Locked40.34371700
11Locked40.915181314
12Locked32.525417564658
13Locked32.61209334582
14Locked40.919961726
15Locked40.927851808
16Locked40.312758653
17Locked40.31637547
18Locked40.914051530
19Locked40.91420360
20Locked40.31564415
21Locked40.3514015
22Locked40.9964331
23Locked40.3753970
24Locked40.92894095

 

Network Log

TimePriorityDescription
21/06/2021 19:38:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:05:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:05:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:05:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:05:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:05:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 02:10:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 11:51:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 11:51:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:36:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:31:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:21:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:20:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:20:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:20:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:20:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:20:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:19:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:19:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 2 of 17
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Re: Internet cuts out every 15-20 minutes for 20 seconds

Upstream power level looks to be too high on 1 channel - this could have an impact!

VM Forum Staff will be along presently to look at it!



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

jdbann
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Message 3 of 17
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Re: Internet cuts out every 15-20 minutes for 20 seconds

Thanks lotharmat!
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jbrennand
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Re: Internet cuts out every 15-20 minutes for 20 seconds

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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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jdbann
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Message 5 of 17
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Re: Internet cuts out every 15-20 minutes for 20 seconds

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

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jdbann
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Message 6 of 17
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Re: Internet cuts out every 15-20 minutes for 20 seconds


@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.

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jdbann
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Message 7 of 17
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Re: Internet cuts out every 15-20 minutes for 20 seconds

My Broadband Quality Monitor:

My Broadband Ping - Virgin Media Connection

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Lee_R
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Message 8 of 17
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Re: Internet cuts out every 15-20 minutes for 20 seconds

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

Lee_R
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Message 9 of 17
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Re: Internet cuts out every 15-20 minutes for 20 seconds

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

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jdbann
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Message 10 of 17
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Re: Internet cuts out every 15-20 minutes for 20 seconds

Thank you @Lee_R!

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