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JianniD123
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Message 1 of 12
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New SH3 WiFi drops

 Hi all,

we had a new contract therefore a new hub had to be installed last Friday as a new customer. With the new Hub, we have had disconnects across our devices since the install, quite random, maybe once a day, not sure. We had one i on Saturday i think it was, as the V6 box had the red lights on the front, and our devices disconnected, and we also had one this morning, the WiFi did disconnect again, my phone showed 3G, and the iPad kicked out as it was playing YouTube.

I ran a diagnostic test on my mobile using the online router access site, and it shows that my home network has some problems, and it is the WiFi service that has the red exclamation mark next to it, all else had the green tick. I am not sure if it is Wi-Fi hacking/hijacking(not sure how to check this, read about it happening, had issues with my bank card being used again, and just not clued up on ports and IP addresses enough) or just random disconnects or something else. I am not technical enough to go through the logs or whatever on the site to understand what is happening but i was hoping i could have some help.

It is a SH3 - hardware revision 10, and software version 9.1.116.608. 

 

Thanks all 🙂

Ji

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jpeg1
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Message 2 of 12
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Re: New SH3 WiFi drops

The very first thing to do is to change your WiFi password for a really secure one. 

If your bank card has been wrongly used your bank can cancel it and issue a new one. 

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JianniD123
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Message 3 of 12
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Re: New SH3 WiFi drops

The default password seems secure enough due to the mixture of numbers, letters and capital letters, or is this not the case?

Yeah cancelled my card, again, i doubt its down to the internet, not sure, as it has happened before but this is now a new customer contract so a new WiFi box and so on.

Just wanted a member of the forum who has access to customers internet to check if everything is ok and safe and sound on their end due to our wifi drop outs and so on. Like i said, diagnostic test comes up as error with the WiFi.
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Moderator (Retired) Ralph_R
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Message 4 of 12
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Helpful Answer

Re: New SH3 WiFi drops

Hi JianniD123,

Thanks for posting, and apologies for the drop out issues, i don't think there is anything malicious going on.

Checking your connection I can see that there is an area fault in play on ref. F006737037  for intermittent low SNR and FEC problems, and it's this that I suspect is the source of the random drops outs.

Estimated fix date is the 12/12 though please drop us an update any time if you'd like us to check on the situation.

Kind rgds

Ralph_R
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JianniD123
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Message 5 of 12
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Re: New SH3 WiFi drops


@Ralph_R wrote:

apologies for the drop out issues, i don't think there is anything malicious going on.

area fault in play on ref. F006737037  for intermittent low SNR and FEC problems, and it's this that I suspect is the source of the random drops outs.

Estimated fix date is the 12/12 though please drop us an update any time if you'd like us to check on the situation.


Hi Ralph, 

greatttt. I had a look at my IPs and everything connected is my devices, and i have factory reset the device, so yeah, just me overreacting. I will keep you updated on if any more errors come up at home related to the WiFi. If i am correct, there is no way i can track the progress of area faults like those, right? 

Regards,

Jianni

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Forum Team (Retired) Heather_J
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Message 6 of 12
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Re: New SH3 WiFi drops

Hi Jianni, 

Thanks for keeping in touch 🙂

Apologies again for this. Please bump this post tomorrow so we can check the progress of the fault. 

Thanks for your patience, 

Take care. 

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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JianniD123
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Message 7 of 12
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Re: New SH3 WiFi drops


@Heather_J wrote:

Hi Jianni, 

Apologies again for this. Please bump this post tomorrow so we can check the progress of the fault. 

 


Hi, no need to apologise 🙂

I presume the fix has been carried out, just because i know my internet did stop working around 1/2am last night while on my phone, WiFi just did not want to work, although it was still connected, so i thought this may have been down to the internet or something being reset by VM yourselves, hopefully. All is shown in the network log provided though just in case it was something else.

Network Log

Time Priority Description

1970-01-01 00:01:30.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:30.00Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:45.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 13:55:05.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-11 21:25:09.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-11 22:06:22.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-11 22:17:39.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-11 23:24:39.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-11 23:42:58.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 02:02:18.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 02:02:18.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 02:02:18.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 02:02:18.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 02:02:18.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 02:02:23.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 02:04:28.00criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 02:26:43.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 02:28:01.00criticalTFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 02:28:01.00criticalTFTP Request Retries exceeded, CM unable to register
2018-12-12 02:28:36.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks 🙂

Jianni

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JianniD123
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Message 8 of 12
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Re: New SH3 WiFi drops

Hi.

Can i get an update on the issue that was said to be present in my area?

Thanks

Jianni

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JianniD123
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Message 9 of 12
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Re: New SH3 WiFi drops

Any update, was not given one, just to make sure all is sorted in the area.
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Forum Team
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Message 10 of 12
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Re: New SH3 WiFi drops

Hi JianniD123,

 

Have your services improved now?

 

Thanks Joe_F

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