Momentary loss of internet connection every few minutes

[adam28]

Hi, so I recently 'upgraded' to gig1 after being offered it for just a few pounds more per month. I thought this was a good deal for the extra speed and Wifi 6. My experience so far has not been good.

I was sent a Hub 5 to replace my Hub 3. This would not connect me to the internet at all when I received it for self-install and after a number of calls to VM they eventually sent an engineer who swapped it out, still with no internet. After a few hours of back and forward with his internal helpdesk, it was confirmed that the Hub had not been properly registered on my account. It worked after a few hours.

Since then, I have been noticing Teams calls dropping while I am working and occasional lagging while I'm playing games. I used packetstats.com to check the stability of my connection and it looks like every 5 minutes or so there is a brief second or two seconds when the connection will drop completely.

I really do wish I'd kept the Hub 3 that I had, that worked flawlessly for years 😞

Does anyone have any ideas? I really don't want to phone them again for someone to go through the same old script and tell me I need to reset my Hub etc. (I have already done all this and changed the wires etc, no difference).

Thank you

[Adduxi]

Is this wired or wireless?  

[adam28]

This happens both wired and wireless; but I've done the stability test on a wired connection. Have tried both the 2.5 and 1 gbit ports with no difference between the two.

[Adduxi]

Okay, thought it might be the "Intelligent Wifi" moving channels causing drop outs.

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment further.

[adam28]

Thanks for the reply. I checked with the area faults line and the message says there's no problems for my postcode.

Here's a scan from my router:

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

1	155000000	7.5	43	QAM 256	3
2	139000000	7.5	43	QAM 256	1
3	147000000	7.5	43	QAM 256	2
4	163000000	7.2	43	QAM 256	4
5	171000000	7.2	43	QAM 256	5
6	179000000	7.3	43	QAM 256	6
7	187000000	7.4	43	QAM 256	7
8	195000000	7.7	43	QAM 256	8
9	203000000	7.6	43	QAM 256	9
10	211000000	7.8	43	QAM 256	10
11	219000000	7.9	43	QAM 256	11
12	227000000	7.9	43	QAM 256	12
13	235000000	7.9	43	QAM 256	13
14	243000000	7.8	43	QAM 256	14
15	251000000	7.8	43	QAM 256	15
16	259000000	7.9	43	QAM 256	16
17	267000000	7.9	43	QAM 256	17
18	275000000	7.9	43	QAM 256	18
19	283000000	7.7	43	QAM 256	19
20	291000000	7.5	43	QAM 256	20
21	299000000	7.3	43	QAM 256	21
22	307000000	7.1	43	QAM 256	22
23	315000000	7.1	43	QAM 256	23
24	323000000	7.7	43	QAM 256	24
25	331000000	8.5	43	QAM 256	25
26	339000000	8.4	43	QAM 256	26
27	347000000	8.3	43	QAM 256	27
28	355000000	8.3	43	QAM 256	28
29	363000000	8.1	44	QAM 256	29
30	371000000	8	43	QAM 256	30
31	379000000	7.9	43	QAM 256	31
32	387000000	7.4	43	QAM 256	32

3.0 Downstream channels

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

1	Locked	43	1	0
2	Locked	43	3	0
3	Locked	43	4	0
4	Locked	43	3	0
5	Locked	43	0	0
6	Locked	43	3	0
7	Locked	43	2	0
8	Locked	43	3	0
9	Locked	43	0	0
10	Locked	43	3	0
11	Locked	43	2	0
12	Locked	43	3	0
13	Locked	43	3	0
14	Locked	43	1	0
15	Locked	43	9	0
16	Locked	43	2	0
17	Locked	43	4	0
18	Locked	43	2	0
19	Locked	43	3	0
20	Locked	43	5	0
21	Locked	43	0	0
22	Locked	43	0	0
23	Locked	43	0	0
24	Locked	43	0	0
25	Locked	43	0	0
26	Locked	43	0	0
27	Locked	43	0	0
28	Locked	43	5	0
29	Locked	44	2	0
30	Locked	43	3	0
31	Locked	43	2	0
32	Locked	43	3	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

43

3.1

315086506

0

3.0 Upstream channels

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

0	49600000	44	5120	QAM 64	9
1	43100000	43.8	5120	QAM 64	10
2	36600000	44.3	5120	QAM 64	11
3	30100000	44.3	5120	QAM 64	12
4	23600000	43.5	5120	QAM 64	13

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10

38.0

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

74000000

0

0

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

;fg87dsfd;kfoA,.iyewrkldJ

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

19246

1200000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

19245

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

[adam28]

Network Log

Time Priority Description

20-09-2024 10:39:57	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 10:39:57	warning	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;
20-09-2024 10:39:54	notice	REGISTRATION COMPLETE - Waiting for Operational status
20-09-2024 10:39:48	warning	Dynamic Range Window violation
20-09-2024 10:39:48	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 10:39:48	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 10:39:48	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 10:39:48	warning	Dynamic Range Window violation
20-09-2024 10:39:48	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 10:39:48	warning	Dynamic Range Window violation
20-09-2024 10:39:48	warning	Dynamic Range Window violation
20-09-2024 10:39:48	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 10:39:43	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 10:39:42	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 10:39:36	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 10:39:33	notice	Honoring MDD; IP provisioning mode = IPv4
20-09-2024 10:39:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 10:39:18	critical	Cable Modem Reboot because of - HW or Power-On Reset
03-09-2024 23:21:40	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2024 23:21:40	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2024 23:17:20	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2024 23:17:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2024 16:38:50	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 16:04:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 16:04:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 16:04:17	critical	Cable Modem Reboot because of - Software_Upgrade
21-08-2024 16:02:03	alert	SW download Successful - Via Config file
21-08-2024 15:59:38	alert	SW Download INIT - Via Config file v9873254k;fg87dsfd;kfoA,.
21-08-2024 15:58:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 15:58:43	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 15:58:42	critical	Cable Modem Reboot because of - Reboot Timezone Change
21-08-2024 15:56:51	alert	SW Download INIT - Via Config file oA,.iyewrkldJKDHSUBsgvca6

[adam28]

I've set up the BQM. In the meantime, this is a screenshot of an app I am using called StarTrinity Continuous Speed Test.  It sends and receives a small amount of data every second to check packet loss etc. You can see at 23:34.57 the connection dropped and lost packets for a few seconds before recovering again.  

[Adduxi]

The stats all look fine, I would guess they were taken after a Hub reboot?  There nothing in the logs, again just after the reboot?  Keep an eye on the stats and log after the Hub has been on line for a day or two.  Things like Sync errors, lots of T3's, PostRS errors etc.  Also post the link to the "shared graph" BQM for comment.

[Akua_A]

Hi @adam28 

Welcome to our community forums and thank you for your first posts. Sorry to hear you have been having service issues since upgrading your Hub. We can understand the frustration caused and we want to best help. We have run some tests and we can see there may be an issue with your power levels. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,