Loss to access various web services

[Luke_113]

I work from home regularly, currently 5 days a week, however going shortly back to 2 days a week in the office. For a while now I just lose access to certain websites (for want of a better explanation), I posted it in another thread but it wasn't picked up by anyone so I wondered if it does affect others.

I use Zoom, Teams, Outlook and Cisco AnyConnect VPN. At random times I just lose access to these services, currently for example if I use my VM connection I am unable to connect to Zoom calls, my Outlook just says disconnected, and my VPN will just disconnect (the VPN doesn't affect zoom calls or my ability to get email via outlook) and then when it tries to connect wants me to authenticate via Microsoft SSO which of course because I can't connect to my outlook server just times out because it can't 'see' Microsofts sites. 

The odd occasion up until now I'd just accepted as par for the course with using VM, but this has happened 4 times in the last week, and whilst my employer is understanding about this, its caused me to miss a fairly important dept management meeting I attend, and I'm using my work phone via usb hotspot to fill the times I can't use my VM connection for these services, however this cannot continue.

I do not believe this is a setup issue my end as I had as I say been using these services fine for several years, and I use a variety of services with no issue, I monitor my connection via my PFsense router as well as using thinkbroadbands bqm aswell as another website

I've got a Hub4 running in modem mode, and I can post stats, but they'll be shortly after booting up the hub as after about 10mins the GUI becomes inaccessable and in order to access it again I have to restart the hub (this has always been the case since the service was installed just before lockdown)

Thinkbroadband BQM 

[jbrennand]

Can i check is this behaviour occurring on devices connected to your router on ethernet cables or just over wifi

BQM doesnt look "too" bad - can you post up all your connection data as per....
______________________________________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up login and then Navigate to these “Hub pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here.

2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

[Luke_113]

thanks for the quick reply, I'll have to do so after half 5 as I'm working until then, as I'll need to power cycle the hub in order to access the GUI as it just times out otherwise after about 10mins of up time

[Luke_113]

Also I will always use wired where possible, so yes all over LAN and not WLAN
As I have only the single work laptop I don't use those programs on my other systems, but my work phone will still download email on 4G EE absolutely fine

[Luke_113]

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
17 539000000 -1.4 40.4 QAM256 17
10 483000000 -1.6 40.4 QAM256 10
11 491000000 -1.6 39 QAM256 11
12 499000000 -1.9 39 QAM256 12
13 507000000 -1.8 40.4 QAM256 13
14 515000000 -1.9 39 QAM256 14
15 523000000 -1.7 39 QAM256 15
16 531000000 -1.6 40.4 QAM256 16
18 547000000 -1.5 40.4 QAM256 18
19 555000000 -1.1 40.4 QAM256 19
20 563000000 -1.5 38.6 QAM256 20
21 571000000 -1.3 40.4 QAM256 21
22 579000000 -2 39 QAM256 22
23 587000000 -1.8 39 QAM256 23
24 595000000 -2 39 QAM256 24
25 603000000 -1.8 38.6 QAM256 25
26 611000000 -2.1 39 QAM256 26
27 619000000 -1.8 38.6 QAM256 27
28 627000000 -2.5 39 QAM256 28
29 635000000 -2.4 39 QAM256 29
30 643000000 -3.2 38.6 QAM256 30
31 651000000 -2.7 39 QAM256 31
32 659000000 -3.3 38.6 QAM256 32
33 667000000 -2.7 39 QAM256 33
34 675000000 -3.1 39 QAM256 34
35 683000000 -2.7 38.6 QAM256 35
36 691000000 -3 39 QAM256 36
37 699000000 -2.9 39 QAM256 37
38 707000000 -3.2 39 QAM256 38
39 715000000 -3.2 40.4 QAM256 39
40 723000000 -3.8 39 QAM256 40

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
17 Locked 40.366287 0 0
10 Locked 40.366287 0 0
11 Locked 38.983261 0 0
12 Locked 38.983261 0 0
13 Locked 40.366287 0 0
14 Locked 38.983261 0 0
15 Locked 38.983261 0 0
16 Locked 40.366287 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 38.605377 0 0
21 Locked 40.366287 0 0
22 Locked 38.983261 0 0
23 Locked 38.983261 0 0
24 Locked 38.983261 0 0
25 Locked 38.605377 0 0
26 Locked 38.983261 0 0
27 Locked 38.605377 0 0
28 Locked 38.983261 0 0
29 Locked 38.983261 0 0
30 Locked 38.605377 0 0
31 Locked 38.983261 0 0
32 Locked 38.605377 0 0
33 Locked 38.983261 0 0
34 Locked 38.983261 0 0
35 Locked 38.605377 0 0
36 Locked 38.983261 0 0
37 Locked 38.983261 0 0
38 Locked 38.983261 0 0
39 Locked 40.366287 0 0
40 Locked 38.983261 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM4096 759

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 40 -6.3 624560 0

[Luke_113]

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 49.8 5120 KSym/sec 64QAM 9
2 39400000 48.3 5120 KSym/sec 16QAM 12
3 46200000 48.3 5120 KSym/sec 64QAM 11
4 53700000 49.3 5120 KSym/sec 64QAM 10

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0

[Luke_113]

Time Priority Description
Tue 28/06/2022 01:19:39 3 Ranging Request Retries exhausted;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:19:39 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:20:09 3 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=3.1;
Tue 28/06/2022 01:20:59 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:21:28 3 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=3.1;
Tue 28/06/2022 01:22:19 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:22:48 3 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=3.1;
Tue 28/06/2022 01:23:38 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:24:08 3 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=3.1;
Tue 28/06/2022 01:24:58 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:25:28 3 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=3.1;
Tue 28/06/2022 01:26:18 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:26:48 3 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=3.1;
Tue 28/06/2022 01:27:38 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:28:08 3 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=3.1;
Tue 28/06/2022 01:28:58 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:29:28 3 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=3.1;
Tue 28/06/2022 01:30:18 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:30:48 3 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=3.1;
Tue 28/06/2022 01:31:38 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:32:07 3 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=3.1;
Tue 28/06/2022 01:32:58 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 28/06/2022 01:33:26 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Wed 29/06/2022 19:51:44 3 No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Thu 30/06/2022 08:07:37 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Thu 30/06/2022 08:07:37 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Sun 03/07/2022 06:02:59 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Sun 03/07/2022 06:02:59 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Sun 03/07/2022 20:56:06 3 No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Wed 06/07/2022 18:02:59 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Wed 06/07/2022 18:02:59 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Fri 08/07/2022 11:48:42 6 CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Sun 10/07/2022 06:02:59 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Sun 10/07/2022 06:02:59 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Wed 13/07/2022 18:02:59 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Wed 13/07/2022 18:02:59 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Sat 16/07/2022 05:40:19 3 No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Sun 17/07/2022 06:02:59 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Sun 17/07/2022 06:02:59 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 19/07/2022 06:07:23 3 No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Wed 20/07/2022 16:11:28 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Fri 22/07/2022 11:07:12 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Fri 22/07/2022 11:07:12 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Mon 25/07/2022 03:05:12 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Mon 25/07/2022 03:05:12 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Mon 25/07/2022 11:48:53 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Tue 26/07/2022 17:49:31 3 No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Thu 28/07/2022 01:53:15 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;

[Luke_113]

Sorry I had to go out and do a few things and the modem just randomly restarted itself a couple of times in a row so I had the opportunity to log in and post the bits and pieces

[jbrennand]

As its a Hub4 - someone other than me needs to comment .

But one of the up channels has dropped to 16qam - thats not good and I think the 3.1 down channel power is too low. -6dBmV is the usual lower limit of the range.

A VM person should comment on this when they get here in a day or so.

[Nathan_B]

Hi there @Luke_113, welcome back to our forum and thanks for your post.

I'm sorry to see you have been having issues with losing access to web services. I can also see from what you have posted that there does seem to be issues with the hub. I have taken a look at our system and there does seem to be some device spec issues.

Can you please ensure all cables are correctly secure then reboot the hub for me. Once this has been done can you please let me know so I can check the system again?

Regards

Nathan