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Shuyin
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Random disconnection

Hi,

I keep getting disconnected from the internet with wired connection (i had it for a while now) i did a hard reset on router it helped for about a week but keep doing it. I only have the power light showing nothing else on or blinking. On router "network log" i have "LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;" and "No Ranging Response received - T3 time-out"

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jbrennand
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Re: Random disconnection

First do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends – disconnect then and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - with the Hub "switched on" throughout, press pin in firmly and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise. But, make sure the 2 passwords on the Hub sticker are still there and legible first !

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. 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 (you may need to click the "submit" button a second time).

Also, in the meantime. Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take an hour or two to start seeing a sensible picture.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Shuyin
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Re: Random disconnection

Downstream bonded channels

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

1330750000340256 qam25
22667500002.740256 qam17
32747500002.540256 qam18
42827500002.740256 qam19
52907500002.740256 qam20
62987500002.740256 qam21
73067500002.740256 qam22
83147500002.940256 qam23
93227500002.740256 qam24
10370750000340256 qam26
113787500002.940256 qam27
12386750000340256 qam28
13394750000340256 qam29
144027500002.940256 qam30
154107500003.240256 qam31
164187500002.940256 qam32
17426750000340256 qam33
184347500002.940256 qam34
194427500002.440256 qam35
204507500002.740256 qam36
214587500002.540256 qam37
22466750000240256 qam38
234747500002.240256 qam39
244827500002.240256 qam40



Downstream bonded channels

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

1Locked40.93629065535
2Locked40.38195447589
3Locked40.97716056039
4Locked40.36706971653
5Locked40.35980873519
6Locked40.94884190070
7Locked40.34456780762
8Locked40.93705072203
9Locked40.33436173554
10Locked40.92476569774
11Locked40.32430360124
12Locked40.32186371837
13Locked40.31642668701
14Locked40.92095646922
15Locked40.91675454876
16Locked40.91509351999
17Locked40.91695146670
18Locked40.91886546295
19Locked40.91274767807
20Locked40.31727944059
21Locked40.32815730859
22Locked40.31025155262
23Locked40.91087766027
24Locked40.31004864768
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Shuyin
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Re: Random disconnection

Upstream bonded channels

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

1537000004.65512064 qam2
2394000004.55512064 qam4
3462000004.55512064 qam3
4603000004.65512064 qam1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Shuyin
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Re: Random disconnection

Network Log

Time Priority Description

18/06/2020 18:04:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 17:56:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:49:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:49:16Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 03:36:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2020 08:57:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2020 08:57:38ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 6 of 8
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Re: Random disconnection

Can you reboot the Hub and look to see that the RS error counts have all reset to 0. Then check every few hours whether they are starting to build up.

Also, in the meantime. Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take an hour or two to start seeing a sensible picture.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Shuyin
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Re: Random disconnection

Yes the RS errors are building up i have also set up Broadband Quality Monitor.

Ping.png

 

 

 

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Paul_DN
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Re: Random disconnection

Hi Shuyin,

 

Thanks for reaching out to us in our community and welcome back, I am sorry to hear your'e getting random disconnections, I have checked our end and cannot see any issues, all your levels are good, please continue to monitor this for a couple of days.

 

Regards

 

Paul.

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