Internet regularly dropping out

[Dan_UK]

After a few years of near faultless service from VM, the dreaded dropouts have returned. Happening maybe a dozen times an hour at least for maybe 20-30 seconds at a time. Can anyone advise? Tried unplugging and rebooting Super Hub, no improvement.

Here are my stats:

Downstream bonded channels

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

1	595000000	7.5	40	256 qam	24
2	411000000	8.4	38	256 qam	1
3	419000000	8.3	40	256 qam	2
4	427000000	8.4	40	256 qam	3
5	435000000	8.4	40	256 qam	4
6	443000000	8	38	256 qam	5
7	451000000	8	40	256 qam	6
8	459000000	8	38	256 qam	7
9	467000000	7.8	38	256 qam	8
10	475000000	7.6	38	256 qam	9
11	483000000	8	38	256 qam	10
12	491000000	8	40	256 qam	11
13	499000000	7.8	40	256 qam	12
14	507000000	7.8	38	256 qam	13
15	515000000	7.8	40	256 qam	14
16	523000000	7.9	38	256 qam	15
17	531000000	7.8	40	256 qam	16
18	539000000	7.9	38	256 qam	17
19	547000000	7.6	38	256 qam	18
20	555000000	7.6	40	256 qam	19
21	563000000	7.5	38	256 qam	20
22	571000000	7.6	38	256 qam	21
23	579000000	7.6	40	256 qam	22
24	587000000	7.8	40	256 qam	23

Downstream bonded channels

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

1	Locked	40.3	38	0
2	Locked	38.9	160	0
3	Locked	40.3	176	0
4	Locked	40.3	126	0
5	Locked	40.3	107	0
6	Locked	38.9	110	0
7	Locked	40.3	95	0
8	Locked	38.9	82	0
9	Locked	38.9	86	0
10	Locked	38.9	82	0
11	Locked	38.9	67	0
12	Locked	40.3	64	0
13	Locked	40.3	63	0
14	Locked	38.9	56	0
15	Locked	40.3	52	0
16	Locked	38.9	42	0
17	Locked	40.9	62	0
18	Locked	38.6	58	0
19	Locked	38.9	51	0
20	Locked	40.3	44	0
21	Locked	38.6	36	0
22	Locked	38.9	39	0
23	Locked	40.3	39	0
24	Locked	40.3	40	0

Upstream bonded channels

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

1	53700019	37	5120	64 qam	10
2	39400024	35.5	5120	64 qam	12
3	46200026	37	5120	64 qam	11
4	60299927	38.5	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

[Dan_UK]

Network Log

Time Priority Description

22/03/2022 12:10:18	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 16:21:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 15:15:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2022 23:16:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2022 17:42:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2022 05:38:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 18:34:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 18:34:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 10:31:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 09:57:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 03:00:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2022 06:34:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2022 06:34:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 16:57:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2022 21:56:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2022 21:07:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2022 18:34:15	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2022 18:34:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 09:11:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 05:56:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Broadband Quality Monitor

https://www.thinkbroadband.com/broadband/monitoring/quality/share/574c4556dffcc6e0a7279ef9389cca6a26...

Many thanks,
Dan.

[jbrennand]

Nothing obviously amiss (to me) in the Hub stats.

So, can we check… 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/Hub related?

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

[Dan_UK]

John,

Thanks for having a look for me.

On closer inspection I discovered the Ethernet cable at the back of the computer was ever so slightly loose. On fixing it the issue appears to have gone away.

Apologies for wasting your time, it was the one cable I didn't check. 😳

[Tom_W1]

Hi @Dan_UK, thanks for your confirmation that everything's back to normal for you.

Don't worry at all, you'd be surprised how many people don't think to check this!

If you're experiencing problems in future please don't hesitate to shout once more.

Many thanks