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 

[Luke_113]

I've switched the hub off checked the connections, and restarted, and have the folliwng stats;

Downstream

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
17 539000000 2.3 40.4 QAM256 17
10 483000000 2.9 40.4 QAM256 10
11 491000000 2.7 40.4 QAM256 11
12 499000000 2.8 40.4 QAM256 12
13 507000000 2.6 40.4 QAM256 13
14 515000000 2.2 39 QAM256 14
15 523000000 2.1 40.4 QAM256 15
16 531000000 2.3 40.4 QAM256 16
18 547000000 2.6 40.4 QAM256 18
19 555000000 2.6 40.9 QAM256 19
20 563000000 2.8 40.9 QAM256 20
21 571000000 2.6 40.4 QAM256 21
22 579000000 2.5 40.4 QAM256 22
23 587000000 2.5 40.4 QAM256 23
24 595000000 2.5 40.4 QAM256 24
25 603000000 2.5 40.4 QAM256 25
26 611000000 2.2 40.4 QAM256 26
27 619000000 2.1 39 QAM256 27
28 627000000 1.9 38.6 QAM256 28
29 635000000 1.4 39 QAM256 29
30 643000000 1.5 39 QAM256 30
31 651000000 1.1 39 QAM256 31
32 659000000 1.6 39 QAM256 32
33 667000000 1.6 40.9 QAM256 33
34 675000000 1.7 39 QAM256 34
35 683000000 1.9 40.4 QAM256 35
36 691000000 1.6 40.4 QAM256 36
37 699000000 1.7 40.4 QAM256 37
38 707000000 1 40.4 QAM256 38
39 715000000 0.9 40.4 QAM256 39
40 723000000 0.5 38.6 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 40.366287 0 0
12 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 38.983261 0 0
15 Locked 40.366287 0 0
16 Locked 40.366287 0 0
18 Locked 40.366287 0 0
19 Locked 40.946209 0 0
20 Locked 40.946209 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.366287 0 0
24 Locked 40.366287 0 0
25 Locked 40.366287 0 0
26 Locked 40.366287 0 0
27 Locked 38.983261 0 0
28 Locked 38.605377 0 0
29 Locked 38.983261 0 0
30 Locked 38.983261 0 0
31 Locked 38.983261 0 0
32 Locked 38.983261 0 0
33 Locked 40.946209 0 0
34 Locked 38.983261 0 0
35 Locked 40.366287 0 0
36 Locked 40.366287 0 0
37 Locked 40.366287 0 0
38 Locked 40.366287 0 0
39 Locked 40.366287 0 0
40 Locked 38.605377 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

Upstream

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 46.5 5120 KSym/sec 64QAM 9
2 39400000 44.8 5120 KSym/sec 16QAM 12
3 46200000 45.3 5120 KSym/sec 64QAM 11
4 53700000 45.8 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

Network Log

Time Priority Description
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;
Fri 29/07/2022 14:50:52 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;
Sat 30/07/2022 01:06:58 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Mon 01/08/2022 20:35:59 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Mon 01/08/2022 20:35:59 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 03/08/2022 03:49:31 3 No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Fri 05/08/2022 08:36:00 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;

[Matthew_ML]

Hey Luke_113, thank you for reaching out and I am sorry to see you are having some connection issues.

When are you losing access is it when you are in the office or at home?

This sounds like the VPN is thinking you are an unauthenticated user, so its kicking you out.

I have done some checks on my end and I cannot find any major issues which are sticking out, everything is running as it should be.

If the issue is purely happening when the VPN is in use, I'm afraid that there is only so much guidance we can offer as we do not support VPNs I'm afraid.

How has it been over the weekend? Thanks 

[Luke_113]

Hi Matt,

As per Nathan's request, I switched off the modem and before I booted it up removed a splitter that had been installed when I had both Vigin Media Business and Virgin Media, the business line has since been cancelled and I'd left the splitter in, but as the modem power cycled itself took the opportunity to remove it and thats why I reposted the downstream, upstream and network logs.

I'm at home, when I'm in the office I have no need for a VPN on my work laptop. The VPN stays connected the whole time, so I suspect you may be right that its something on the VPN side and have since raised a ticket with my IT team.

As I don't work over weekends I've only had today to go by and at 2:51pm I lost access to the services and was able to access them again about 3:44pm, so if that helps narrow down a time frame.

I have noticed without the splitter though that my connection seemed more stable whilst gaming - lower ping as well as less stuttering, are you able to comment on the power levels etc... being within spec vs how they were on the previous post that I gave them on?

Thanks,

Luke

[Luke_113]

The other part I don't understand is, why I lose access to the Hub4 gui after around 10-15mins of uptime, this makes no difference whether in router or modem mode (I run it in modem mode)

[Luke_113]

So I thought it may have been the work VPN, but this morning nothing is working, no teams, no vpn, no microsoft single sign on.... and thinking oh its my work vpn, I hotspot my work phone to the laptop (or my own) zero issues, everything connects, everything works..... so back to something being wrong with Virgin Media routing?

[Ashleigh_C]

I'm so sorry to hear that this is happening @Luke_113 and thank you for updating us! 

Can I just confirm, are you only facing these connection issues on this device or are multiple devices effected? 

Thank you.