Internet cuts out multiple times per day

[Anonymous]

My internet cuts out 3-4 times per day.  It usually requires that the SuperHub be restarted to remedy, it has been happening now for 4 days running.  I have tried restarting the hub to default settings however it is still happening.

[Anonymous]

Still getting cutouts and poor performance at fairly regular intervals, logs and BQM attached below, any help would be appreciated.

Downstream bonded channels

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

1	331000000	2.5	40	256 qam	25
2	203000000	3.4	40	256 qam	9
3	211000000	3.2	38	256 qam	10
4	219000000	3	38	256 qam	11
5	227000000	3	38	256 qam	12
6	235000000	3	38	256 qam	13
7	243000000	2.9	38	256 qam	14
8	251000000	2.7	38	256 qam	15
9	259000000	2.4	40	256 qam	16
10	267000000	2.5	40	256 qam	17
11	275000000	2.2	40	256 qam	18
12	283000000	2.2	40	256 qam	19
13	291000000	2.2	38	256 qam	20
14	299000000	2.5	38	256 qam	21
15	307000000	2.4	40	256 qam	22
16	315000000	2.2	38	256 qam	23
17	323000000	2.4	38	256 qam	24
18	339000000	2.7	38	256 qam	26
19	347000000	2.7	40	256 qam	27
20	355000000	2.7	38	256 qam	28
21	363000000	2.9	38	256 qam	29
22	371000000	3.2	40	256 qam	30
23	379000000	3	38	256 qam	31
24	387000000	2.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	45	0
2	Locked	40.3	54	0
3	Locked	38.9	37	0
4	Locked	38.9	41	0
5	Locked	38.9	40	0
6	Locked	38.9	51	0
7	Locked	38.9	61	0
8	Locked	38.9	61	0
9	Locked	40.3	52	0
10	Locked	40.3	47	0
11	Locked	40.3	50	0
12	Locked	40.3	72	0
13	Locked	38.9	70	0
14	Locked	38.6	61	0
15	Locked	40.9	72	0
16	Locked	38.9	67	0
17	Locked	38.9	60	0
18	Locked	38.9	47	0
19	Locked	40.3	52	0
20	Locked	38.9	49	0
21	Locked	38.9	53	0
22	Locked	40.3	26	0
23	Locked	38.6	34	0
24	Locked	40.3	25	0

Upstream bonded channels

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

1	46200000	34	5120	64 qam	11
2	32600000	34	5120	64 qam	13
3	39400000	34	5120	64 qam	12
4	53700000	34	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

[Anonymous]

Network Log

Time Priority Description

06/10/2021 18:50:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2021 12:40:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2021 05:29:33	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2021 05:29:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 20:56:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 13:59:20	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 13:59:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 13:29:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 13:29:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 12:59:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 12:59:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 12:29:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 12:29:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 11:59:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 11:59:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 11:29:18	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 11:29:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 10:59:18	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 10:59:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2021 10:29:18	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Hayley_S]

Hello @greggb99,

Are you using a 3rd party router? The modem mode is on, can you please turn this off so I can run further diagnostics?

Many thanks,

[Anonymous]

Hi Hayley,

Could we arrange a day and time to do this?  I require my home network for work and it will not run properly if I change the settings, so we would need to identify a time to do this.

[David_Bn]

Thanks for coming back to us @Anonymous

If we were to run through diagnostics with you, during a certainly period of time or window, it may be best calling our team on 0345 454 1111 and speaking with us live on the phone.

The downside of our Community Forums, is that it's not as instant as a phone call and it can be a slower process, that may not be completed within a short period of time, or even over one day.

In the meantime, have you switched off Modem Mode and monitored the connection at all?

Kindest regards,

David_Bn

[Anonymous]

Thanks, I'll give them a call once I have it in modem mode.  I have previously tried resetting the hub to factory defaults, unplugging all LAN devices and using only one device on wireless, the issue did still persist.

I worry that running the tests again won't show the fault seeing as it's intermittent.  I've posted another BQM graph below to highlight.

Thanks,