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APK1
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Internet drops out multiple times daily

Hub 3 internet drops multiple times daily for several months now (Ethernet and WiFi). I haven’t called this in yet because I can’t bear to spend hours on the phone being told to restart when I know that fixes the problem only temporarily. I’ve read a lot of posts on this and see that getting a new hub is usually one of the middle steps. So as a customer of way too many years I want to cut straight to that point. Hope someone will pick this up and arrange delivery with further ado. 

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gary_dexter
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Re: Internet drops out multiple times daily

We need to ascertain if there’s an issue first before you get any new equipment.

Post back the network, upstream and downstream logs from the hubs admin pages back here as text 


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APK1
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Re: Internet drops out multiple times daily

Sorry, forgot that bit. Here it is. Many thanks.

Downstream bonded channels

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

1210750000037256 qam10
21387500001.536256 qam1
31467500001.537256 qam2
41547500001.437256 qam3
51627500001.237256 qam4
61707500001.237256 qam5
7178750000137256 qam6
81867500000.937256 qam7
91947500000.737256 qam8
102027500000.237256 qam9
11218750000038256 qam11
12226750000-0.537256 qam12
13234750000-0.737256 qam13
14242750000-0.738256 qam14
15250750000-0.538256 qam15
16258750000-0.737256 qam16
17266750000-0.437256 qam17
18274750000-0.438256 qam18
19282750000-0.438256 qam19
20290750000-0.438256 qam20
21298750000-0.238256 qam21
22306750000-0.238256 qam22
23314750000-0.238256 qam23
24322750000-0.238256 qam24

 

 

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APK1
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Re: Internet drops out multiple times daily

Downstream bonded channels

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

1Locked37.6180
2Locked36.6100
3Locked37.360
4Locked37.670
5Locked37.6110
6Locked37.3100
7Locked37.6150
8Locked37.3110
9Locked37.680
10Locked37.6170
11Locked38.6100
12Locked37.3240
13Locked37.6360
14Locked38.6350
15Locked38.6220
16Locked37.6290
17Locked37.3190
18Locked38.6280
19Locked38.6350
20Locked38.9230
21Locked38.6210
22Locked38.6290
23Locked38.9290
24Locked38.6370

 

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APK1
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Re: Internet drops out multiple times daily

Upstream bonded channels

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

13259992347.3512064 qam5
24620001648512064 qam3
33939996747.5512064 qam4
45370000048.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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APK1
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Re: Internet drops out multiple times daily

Network LogTime Priority Description
28/04/2021 08:42:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 08:41:21Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:21:13Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:21:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:21:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:21:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:21:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:21:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:21:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 11:05:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 18:32:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:21:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:20:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:20:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:20:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:20:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:20:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:20:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:20:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:20:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Corey_C
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Message 7 of 10
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Re: Internet drops out multiple times daily

Thanks for your post and welcome to the Community Forums, APK1,

 

Sorry to hear that you have been having connection issues. How has things been since your post?

I have run a remote diagnostic and have not been able to identify any issues with your connection.

We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband

Let us know if you need any further help.

 

Cheers,

Corey C

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APK1
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Re: Internet drops out multiple times daily

Thanks for getting back to me. It is still dropping daily. Can you see anything to explain it in log I posted that documents this fact (I cannot interpret it but the word ciritcal seems to appear a lot).

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lotharmat
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Re: Internet drops out multiple times daily

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!




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Hub 3 - Modem Mode - TP-Link Archer C7

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David_Bn
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Message 10 of 10
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Re: Internet drops out multiple times daily

Thanks for coming back to us APK1,

 

If you're able to create a BQM as per the advice from @lotharmat, that would be most helpful

 

We don't seem to be able to detect any issues with your connection currently.

 

Does this happen on one particular device or on multiple devices?

 

If this is multiple devices, does the connection drop on all devices at the same time?

 

Kindest regards,

 

David_Bn

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