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ChrisMayhew
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Message 1 of 22
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Internet going offline every 20 to 30 minutes.

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.

 

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ChrisMayhew
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Re: Internet going offline every 20 to 30 minutes.

Downstream bonded channels

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

14350000006.540256 qam36
22350000006.640256 qam13
32430000006.940256 qam14
4251000000740256 qam15
52590000007.140256 qam16
6267000000740256 qam17
72750000006.940256 qam18
82830000006.940256 qam19
92910000006.540256 qam20
10299000000738256 qam21
113070000007.540256 qam22
123150000007.540256 qam23
133230000007.440256 qam24
143470000006.640256 qam25
153550000006.940256 qam26
163630000006.540256 qam27
173710000006.540256 qam28
183790000007.140256 qam29
193870000006.940256 qam30
20395000000738256 qam31
21403000000740256 qam32
224110000006.840256 qam33
234190000006.940256 qam34
244270000006.940256 qam35



Downstream bonded channels

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

1Locked40.900
2Locked40.340
3Locked40.960
4Locked40.900
5Locked40.360
6Locked40.360
7Locked40.940
8Locked40.940
9Locked40.300
10Locked38.950
11Locked40.910
12Locked40.950
13Locked40.350
14Locked40.3120
15Locked40.350
16Locked40.350
17Locked40.900
18Locked40.360
19Locked40.950
20Locked38.660
21Locked40.360
22Locked40.350
23Locked40.360
24Locked40.360

 

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ChrisMayhew
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Re: Internet going offline every 20 to 30 minutes.

Upstream bonded channels

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

13260001744.8512064 qam5
23940002945.3512064 qam4
34620003446.3512064 qam3
45370001948.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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ChrisMayhew
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Re: Internet going offline every 20 to 30 minutes.

Network Log

Time Priority Description

03/07/2021 08:31:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 08:30:15Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 07:54:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 07:26:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 06:02:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:29:42criticalReceived 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 20:29:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:28:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:28:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:28:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:28:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 20:28:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 19:26:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 17:44:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 15:13:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 14:09:58noticeDHCP 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 14:09:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 13:39:59noticeDHCP 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 13:39:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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ChrisMayhew
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Message 5 of 22
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Re: Internet going offline every 20 to 30 minutes.

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.

f133c40bacd252bd344c0667e7f96c0033d9d519

 

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jbrennand
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Message 6 of 22
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Re: Internet going offline every 20 to 30 minutes.

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.

--------------------
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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ChrisMayhew
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Message 7 of 22
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Re: Internet going offline every 20 to 30 minutes.

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.

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jbrennand
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Message 8 of 22
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Re: Internet going offline every 20 to 30 minutes.

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

--------------------
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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ChrisMayhew
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Message 9 of 22
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Re: Internet going offline every 20 to 30 minutes.

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jbrennand
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Message 10 of 22
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Re: Internet going offline every 20 to 30 minutes.

Yes that is awful.

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

--------------------
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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