Internet disconnection every night - comes back on around 10am

[djwiltsh]

Hi

Every night for the last 10 days our connection drops out at around 11pm, and fixes itself at around 10am the next day with no intervention. We have a superhub 3, light goes green and flashes, internet connection light also flashes. We use the hub in modem mode, so wifi is not affected, but we have no connection to the internet.

Had a technician visit, checked signal strength, changed some connectors, added a powered booster. Still the same problem, exactly the same times, after that.

Given the timing, it can't be related to the physical connectivity right? It must be something at a network level.

Can anyone help?

[jbrennand]

See if any work is being reported on....

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[djwiltsh]

Thanks, first thing I checked and have checked back every day, no issues in our area apparently

[jbrennand]

OK record them as evidence to present to VM - do this
_____________________________________________

If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Kath_F]

Hi djwiltsh,

Thanks for your post and a big welcome to the Community. It's great having you on board with us.

I'm sorry to hear about the issues you have been having with your broadband dropping out overnight. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[djwiltsh]

Sorry for the delay, the problem seemed to fix itself for a few days, then we went on holiday. It's now back!

I have logs now to show what is happening.

From 10pm-ish I start to get a lot of Post-RS errors and some sync errors along with reduced service. This matches what I see in BQM (increased latency) and a simple ping test (lost packets). It then disconnects completely later on at night (see next post)

29/08/2022 21:12:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2022 21:12:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2022 21:12:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2022 21:12:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2022 21:11:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2022 21:11:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2022 21:11:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2022 21:06:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	459000000	-1	38	256 qam	41
2	331000000	2.5	38	256 qam	25
3	339000000	2.4	38	256 qam	26
4	347000000	2	38	256 qam	27
5	355000000	1.5	38	256 qam	28
6	363000000	1.5	38	256 qam	29
7	371000000	1.4	38	256 qam	30
8	379000000	1	38	256 qam	31
9	387000000	0.9	38	256 qam	32
10	395000000	0.7	38	256 qam	33
11	403000000	0.5	38	256 qam	34
12	411000000	0.2	38	256 qam	35
13	419000000	-0.2	38	256 qam	36
14	427000000	-0.5	38	256 qam	37
15	435000000	-0.9	38	256 qam	38
16	443000000	-1	38	256 qam	39
17	451000000	-1	38	256 qam	40
18	467000000	-1.4	38	256 qam	42
19	475000000	-1.9	38	256 qam	43
20	483000000	-2	38	256 qam	44
21	491000000	-2	38	256 qam	45
22	499000000	-2	38	256 qam	46
23	507000000	-2	38	256 qam	47
24	515000000	-2.2	38	256 qam	48

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	10534	21492
2	Locked	38.9	9512	18519
3	Locked	38.9	9681	18297
4	Locked	38.6	9257	18113
5	Locked	38.9	9916	21107
6	Locked	38.9	9636	20422
7	Locked	38.6	9424	19920
8	Locked	38.9	9842	20399
9	Locked	38.9	9789	19099
10	Locked	38.6	9741	20890
11	Locked	38.6	9809	20871
12	Locked	38.9	10027	19887
13	Locked	38.6	9758	17645
14	Locked	38.9	10226	20353
15	Locked	38.9	9897	19249
16	Locked	38.6	9947	19489
17	Locked	38.9	10000	19446
18	Locked	38.6	10229	17811
19	Locked	38.6	11093	19078
20	Locked	38.6	10762	19344
21	Locked	38.6	10464	18549
22	Locked	38.6	10768	20374
23	Locked	38.6	10826	18324
24	Locked	38.6	11042	18204

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	44.5	5120	64 qam	3
2	39400000	43.8	5120	64 qam	4
3	60299980	46.8	5120	64 qam	1
4	53700000	45.5	5120	64 qam	2

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

[djwiltsh]

It then disconnects overnight, here is the BQM to show that:

And the logs:

30/08/2022 05:46:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:46:25	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:42:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:41:51	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:38:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:37:29	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:31:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:31:29	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:24:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:24:37	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:19:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:19:24	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:13:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:13:10	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:10:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:10:51	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:05:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 05:05:13	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	459000000	Ranging
Ranged Upstream Channel (Hz)	Update in progress	undefined

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	459000000	-12.7	32	256 qam	41

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	32.9	79355	2800

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file

[Kath_F]

Hi djwiltsh, 

Thanks for coming back to me via private message with your information. And for providing further diagnostic information too. 

Taking a look at things this end, all the power and signal levels are within range so there is nothing there that's stopping things from working as they should. 

There's nothing to show why it would switch off either. I need to check a few things with you and I know some of this has been answered before but as you said the issue cleared up, we're going to need to start from scratch. 

The disconnections: are these happening at at a routine time as in switches off and back on again at the same time each night/morning? 

The post RS errors are concerning. Do you have any third party equipment plugged in to the Hub? 

Can you ensure that all cables between the wall and your Hub are secure. This includes any screw or ‘push on’ connections. If you also have our Virgin TV service can you check the connections on that kit too. Also make sure any wall points or cables that don’t have anything connected to them have a cap cover for the connection point. 

If you can also post the live URL link to your graph, that would be great. 

Come back to update us so we can then look at other options for you. 

Thanks, 

[djwiltsh]

Thanks for getting back to me.

The timing is always overnight, but not exactly the same time.

Last night it went off around 1am and started working again at 1pm today. The day before it went off around 11pm and came back around 11am. So it does seem to always be around 12 hours, which may just be a red herring but does seem to be a pattern so far.

Only thing plugged into the hub is a mesh wifi system connected to LAN port 1.

I've checked all cables and all seem OK as per your description.

Here is the direct link: https://www.thinkbroadband.com/broadband/monitoring/quality/share/16e2c238f49c7afbfccc1d0aef892ad654... 

[djwiltsh]

OK, last night it broke at just after 10pm and it didn't come back till 12:30 today, so that disproves the 12 hours theory!

Interestingly, the hub had reverted to default "enter a new password" mode when I logged in this morning, as if it had been reset.

Here are the latest logs:

Network Log

Time Priority Description

31/08/2022 13:35:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 12:26:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 12:02:47	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 12:01:35	notice	NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:58:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:58:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:58:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:58:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:58:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:58:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:58:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:58:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:58:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:58:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:57:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:57:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:53:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:53:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:52:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2022 11:52:10	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;