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BryceD18
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Message 1 of 9
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Persistent loss of internet connection

I am now thinking of closing this account/leaving as I have had a replacement Hub in the past but the loss of internet connection still happens. Also looks like a nationwide issue going by the number of issues posted about the same issue. Would the PSU be at fault as this was not changed when the Hub was swapped out? I am not wanting to spend/waste time on the phone doing the basic checks that do not resolve anything long term. Please advise if this can be resolved or whether I change broadband supplier. Apologies as I should have chased this up long before now.

 

Best regards,

 

Bryce

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jbrennand
Alessandro Volta
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Message 2 of 9
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Re: Persistent loss of internet connection

Are you sure the network connection is going down or is it just that your wifi devices drop out? Do you have something connected by ethernet cable to the Hub - if so does that drop out too or remain connected ?

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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BryceD18
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Message 3 of 9
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Re: Persistent loss of internet connection

The Hub tries to connect with all the lights going through the motions. Ethernet and Wifi is lost until it finally connects again.

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jbrennand
Alessandro Volta
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Message 4 of 9
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Re: Persistent loss of internet connection

ok

Check all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right or the text at bottom middle - of first page up (depending on which hub you have) and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, & network logs pages. 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.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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BryceD18
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Message 5 of 9
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Re: Persistent loss of internet connection

I’ll try, currently went down again! 

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BryceD18
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Message 6 of 9
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Re: Persistent loss of internet connection

Password
 


 
Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1467000000-0.538256 qam28
21710000001.238256 qam5
31790000001.238256 qam6
41870000001.238256 qam7
51950000001.238256 qam8
62030000001.240256 qam9
7211000000140256 qam10
82190000000.740256 qam11
92270000000.540256 qam12
102350000000.740256 qam13
112430000000.539256 qam14
122510000000.740256 qam15
132590000001.440256 qam16
142670000001.540256 qam17
152750000001.440256 qam18
162830000001.740256 qam19
17291000000240256 qam20
18299000000240256 qam21
19307000000240256 qam22
203150000002.240256 qam23
213230000002.240256 qam24
224430000000.540256 qam25
23451000000-0.238256 qam26
24459000000-0.738256 qam27


Downstream bonded channelsLocked Status RxMER (dB) Pre RS Errors
Locked38.671346
Locked38.960913
Locked38.961375
Locked38.961450
Locked38.961769
Locked40.362363
Locked40.362380
Locked40.363082
Locked40.364707
Locked40.364474
Locked39.865110
Locked40.368219
Locked40.372857
Locked40.376760
Locked40.378338
Locked40.380756
Locked40.982430
Locked40.384081
Locked40.985389
Locked40.386168
Locked40.386317
Locked40.367489
Locked38.672659
Locked38.673987
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BryceD18
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Message 7 of 9
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Re: Persistent loss of internet connection

Password
 


 
Router status
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1325998584.396512016 qam8
2394001274.4512016 qam7
3258000784.35512016 qam9
4537000684.425512016 qam10


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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BryceD18
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Message 8 of 9
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Re: Persistent loss of internet connection

Password
 


 
Router status
Network LogTime Priority Description
08/07/2019 18:04:58criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:04:58criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:04:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:12:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:13:28criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:13:29criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:13:42criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:13:42criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:13:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:15:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:15:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:20:17criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:20:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:20:30criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:20:30criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:20:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:32:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:34:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:34:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 18:34:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Forum Team
Forum Team
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Message 9 of 9
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Re: Persistent loss of internet connection

Thanks for the logs BryceD18,

 

This looks very much like we're going to have to give this some close attention.

 

I'm happy to look into this for you if you've not already been in contact with us.

 

I'll drop you a PM to assist you, check out the purple envelope in the top right hand corner of the screen

 

David_Bn

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