Internet keeps disconnecting

[ChrisSweby]

Several times each day, I loose internet connections on my devices , wired and WIFI . Here is my hub3 logs :

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network Log

Time	Priority	Description
14/10/2021 14:47:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 13:18:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 13:18:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 13:17:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 13:17:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 10:40:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 10:22:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 17:50:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 17:38:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 16:55:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 14:09:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 18:22:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 09:26:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 09:18:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 09:18:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:44:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 22:25:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 21:20:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 17:48:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 12:45:50	critical	No Ranging Response received - T3 time-out;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	411000000	6.4	38	256 qam	1
2	419000000	6.5	38	256 qam	2
3	427000000	6	38	256 qam	3
4	435000000	6	37	256 qam	4
5	443000000	6.9	37	256 qam	5
6	451000000	7.1	38	256 qam	6
7	459000000	6.5	37	256 qam	7
8	467000000	6.3	38	256 qam	8
9	475000000	6.3	38	256 qam	9
10	483000000	5.5	37	256 qam	10
11	491000000	5.4	37	256 qam	11
12	499000000	6.5	37	256 qam	12
13	507000000	7.3	38	256 qam	13
14	515000000	6.9	38	256 qam	14
15	523000000	6.9	38	256 qam	15
16	531000000	6.8	38	256 qam	16
17	539000000	6.4	37	256 qam	17
18	547000000	6.4	38	256 qam	18
19	555000000	7	37	256 qam	19
20	563000000	6.8	38	256 qam	20
21	571000000	5.9	37	256 qam	21
22	579000000	5.8	38	256 qam	22
23	587000000	6.5	37	256 qam	23
24	595000000	7	38	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	42483	373324
2	Locked	38.6	35741	769890
3	Locked	38.6	34050	215627
4	Locked	37.6	34048	385356
5	Locked	37.6	31822	1211207
6	Locked	38.6	35110	1295550
7	Locked	37.6	35798	174842
8	Locked	38.6	34002	819834
9	Locked	38.6	31293	1336891
10	Locked	37.6	32121	1165274
11	Locked	37.6	32469	2216710
12	Locked	37.3	28663	2170322
13	Locked	38.6	26144	2466455
14	Locked	38.6	24888	2825164
15	Locked	38.6	23948	601628
16	Locked	38.9	22083	1585095
17	Locked	37.6	23072	559737
18	Locked	38.6	22949	2180978
19	Locked	37.6	23961	509913
20	Locked	38.6	24012	136055
21	Locked	37.6	24885	97667
22	Locked	38.6	24761	562481
23	Locked	37.6	20245	67299
24	Locked	38.6	23310	178729

Refresh data

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46199977	43.8	5120	64 qam	1
2	39400023	43.3	5120	64 qam	2
3	32600088	43.5	5120	64 qam	3
4	25800003	42.8	5120	64 qam	4

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	11	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	4	0
4	ATDMA	0	0	21	0

[jbrennand]

Can you do this to start from a clean sheet..
______________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

Also...

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

[ChrisSweby]

Rebooted after 5 minutes and checked all cables . Log now says

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	411000000	6.4	38	256 qam	1
2	419000000	6.5	38	256 qam	2
3	427000000	6	38	256 qam	3
4	435000000	6	37	256 qam	4
5	443000000	6.9	37	256 qam	5
6	451000000	7.3	38	256 qam	6
7	459000000	6.5	37	256 qam	7
8	467000000	6.4	37	256 qam	8
9	475000000	6.3	38	256 qam	9
10	483000000	5.5	37	256 qam	10
11	491000000	5.4	37	256 qam	11
12	499000000	6.6	37	256 qam	12
13	507000000	7.3	38	256 qam	13
14	515000000	7	38	256 qam	14
15	523000000	6.9	37	256 qam	15
16	531000000	6.9	38	256 qam	16
17	539000000	6.4	38	256 qam	17
18	547000000	6.4	38	256 qam	18
19	555000000	7	38	256 qam	19
20	563000000	6.9	38	256 qam	20
21	571000000	6	37	256 qam	21
22	579000000	5.9	38	256 qam	22
23	587000000	6.6	38	256 qam	23
24	595000000	7.1	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	0	0
2	Locked	38.6	4	0
3	Locked	38.6	0	0
4	Locked	37.6	0	0
5	Locked	37.3	6	0
6	Locked	38.6	12	0
7	Locked	37.6	0	0
8	Locked	37.6	4	0
9	Locked	38.6	7	0
10	Locked	37.6	0	0
11	Locked	37.6	0	0
12	Locked	37.3	6	0
13	Locked	38.6	6	0
14	Locked	38.6	0	0
15	Locked	37.6	4	0
16	Locked	38.9	5	0
17	Locked	38.6	0	0
18	Locked	38.9	4	0
19	Locked	38.6	5	0
20	Locked	38.6	4	0
21	Locked	37.6	0	0
22	Locked	38.6	0	0
23	Locked	38.6	4	0
24	Locked	38.6	5	0

Upstream bonded channels

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

1	46200000	43.8	5120	64 qam	1
2	25800000	43	5120	64 qam	4
3	32600000	43.5	5120	64 qam	3
4	39400000	43.5	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

I will now keep checking every hour

[jbrennand]

Stats are all ok. Can you post the BQM link.

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What are the various Hub lights showing/doing when this happens?

[ChrisSweby]

Logs now show since the reboot last evening :

Network Log

Time Priority Description

15/10/2021 12:19:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 11:09:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 10:36:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 10:36:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 10:36:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 10:28:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 10:28:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 22:44:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 22:36:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 22:04:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 22:00:10	critical	SYNC Timing Synchronization failure - Loss of Sync;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	411000000	5.3	37	256 qam	1
2	419000000	5.5	38	256 qam	2
3	427000000	5	37	256 qam	3
4	435000000	4.8	37	256 qam	4
5	443000000	6	37	256 qam	5
6	451000000	6.4	37	256 qam	6
7	459000000	5.4	37	256 qam	7
8	467000000	5.4	37	256 qam	8
9	475000000	5.5	38	256 qam	9
10	483000000	4.4	37	256 qam	10
11	491000000	4.1	37	256 qam	11
12	499000000	5.6	37	256 qam	12
13	507000000	6.4	38	256 qam	13
14	515000000	6	38	256 qam	14
15	523000000	6	38	256 qam	15
16	531000000	6	38	256 qam	16
17	539000000	5.5	37	256 qam	17
18	547000000	5.3	38	256 qam	18
19	555000000	6.1	38	256 qam	19
20	563000000	5.9	38	256 qam	20
21	571000000	5	38	256 qam	21
22	579000000	5	37	256 qam	22
23	587000000	5.9	37	256 qam	23
24	595000000	6.3	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	1540	16663
2	Locked	38.6	1705	18392
3	Locked	37.3	1465	15947
4	Locked	37.6	1569	16454
5	Locked	37.6	1516	16817
6	Locked	37.6	1546	15362
7	Locked	37.6	1367	15849
8	Locked	37.6	1410	17087
9	Locked	38.2	1425	16278
10	Locked	37.6	1468	15377
11	Locked	37.6	1494	15893
12	Locked	37.3	1776	18626
13	Locked	38.9	1409	15085
14	Locked	38.6	1356	15383
15	Locked	38.6	1277	16413
16	Locked	38.9	1289	15416
17	Locked	37.6	1212	15486
18	Locked	38.6	1312	14654
19	Locked	38.6	1188	16203
20	Locked	38.6	1016	17273
21	Locked	38.6	642	12554
22	Locked	37.6	1468	19442
23	Locked	37.6	1186	16021
24	Locked	38.6	1054	15031

[jbrennand]

i will flag for VM to take a look - they will want to see the BQM too - set one up.

[Travis_M]

Hi @ChrisSweby

Thanks for posting on our community forum, sorry to hear you're experiencing issues.
 

I'm going to private message you to collect some more details and investigate further, please keep an eye on your inbox.

Regards

[ChrisSweby]

BQM results :

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8ec987f3c783f19ea4868de2231708b089e307fa-16-10-2021

[David_Bn]

Thanks for coming back to us @ChrisSweby,

Clicking on the link suggest it's a 404 Page Not Found job.

Have you been able to speak to @Travis_M since he responded to you publicly?

Kindest regards,

David_Bn

[ChrisSweby]

Hi

I have had no further posts or help