Internet going offline every 20 to 30 minutes.

[ChrisMayhew]

Hello

My internet keeps going offline every 20 to 30 minutes since yesterday morning... We've spoken to someone on the phone this morning who "refreshed" things on their end but it's done nothing and still continues to drop out and come back on... The light at the bottom of the hub just starts to flash then the two arrows appear for a while then it comes back on.. Rinse and repeat.

Any ideas?? It's been absolutely solid as a rock until yesterday morning.

SH3 stats to follow in replies.

[ChrisMayhew]

Downstream bonded channels

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

1	435000000	6.5	40	256 qam	36
2	235000000	6.6	40	256 qam	13
3	243000000	6.9	40	256 qam	14
4	251000000	7	40	256 qam	15
5	259000000	7.1	40	256 qam	16
6	267000000	7	40	256 qam	17
7	275000000	6.9	40	256 qam	18
8	283000000	6.9	40	256 qam	19
9	291000000	6.5	40	256 qam	20
10	299000000	7	38	256 qam	21
11	307000000	7.5	40	256 qam	22
12	315000000	7.5	40	256 qam	23
13	323000000	7.4	40	256 qam	24
14	347000000	6.6	40	256 qam	25
15	355000000	6.9	40	256 qam	26
16	363000000	6.5	40	256 qam	27
17	371000000	6.5	40	256 qam	28
18	379000000	7.1	40	256 qam	29
19	387000000	6.9	40	256 qam	30
20	395000000	7	38	256 qam	31
21	403000000	7	40	256 qam	32
22	411000000	6.8	40	256 qam	33
23	419000000	6.9	40	256 qam	34
24	427000000	6.9	40	256 qam	35

Downstream bonded channels

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

1	Locked	40.9	0	0
2	Locked	40.3	4	0
3	Locked	40.9	6	0
4	Locked	40.9	0	0
5	Locked	40.3	6	0
6	Locked	40.3	6	0
7	Locked	40.9	4	0
8	Locked	40.9	4	0
9	Locked	40.3	0	0
10	Locked	38.9	5	0
11	Locked	40.9	1	0
12	Locked	40.9	5	0
13	Locked	40.3	5	0
14	Locked	40.3	12	0
15	Locked	40.3	5	0
16	Locked	40.3	5	0
17	Locked	40.9	0	0
18	Locked	40.3	6	0
19	Locked	40.9	5	0
20	Locked	38.6	6	0
21	Locked	40.3	6	0
22	Locked	40.3	5	0
23	Locked	40.3	6	0
24	Locked	40.3	6	0

[ChrisMayhew]

Upstream bonded channels

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

1	32600017	44.8	5120	64 qam	5
2	39400029	45.3	5120	64 qam	4
3	46200034	46.3	5120	64 qam	3
4	53700019	48.3	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

[ChrisMayhew]

Network Log

Time Priority Description

03/07/2021 08:31:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 08:30:15	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 07:54:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 07:26:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 06:02:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:29:42	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;
02/07/2021 20:29:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:28:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:28:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:28:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:28:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:28:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 19:26:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 17:44:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 15:13:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 14:09:58	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 14:09:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 13:39:59	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 13:39:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[ChrisMayhew]

I setup a BQM a couple of hours ago and this is the results.. Every red bit is when the internet drops which seems to be roughly every 50 minutes to an hour now.

[jbrennand]

Thats the oddest (worst!) BQM I have seen for a while. Needs to run a few more hours to see if it continues.

Hub stats all ok - logs need someone else to comment.

All I can suggest is to see if a pinhole reset sorts it (as below) - if it doesnt and the BQM stays the same - then it needs VM to look at the connection.
_____________________________________________________

make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. See if that sorts it.

[ChrisMayhew]

Thanks for the reply.. I tried a factory reset this morning and unfortunately, it didn't do anything to help.
The guy we spoke to on the phone this morning just told us to power cycle it and see how it goes even though I told him I'd been doing that since yesterday evening.

The speed is still fine it just keeps dropping connection as if the modem is rebooting or something.

[jbrennand]

Can you post the "link" to "share live graph" so we can see it develop over time.

[ChrisMayhew]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f133c40bacd252bd344c0667e7f96c0033... 

There you go.. Just had another 2 disconnects

[jbrennand]

Yes that is awful.

I will flag now for VM to come here and take a look