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Random disconnects

Hello this is my first post on the forum.

I have random disconnects using my superhub 3, happens randomly a couple of times a week.

My internet speeds are fine and the outage only lasts for a minute or two.

Not sure what information you require to investigate, I only have the router logs if that helps.

 

17/07/2020 08:58:59

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 20:41:52

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 09:14:0

notice

DHCP Renew - lease parameters tftp file-Ve392c994b6cdd154.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 09:14:0

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 00:49:15

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/07/2020 22:46:36

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/07/2020 16:24:33

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2020 02:42:38

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2020 01:06:36

critical

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=3.0;

12/07/2020 01:05:53

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2020 01:05:47

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2020 01:05:47

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2020 01:05:47

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2020 01:05:47

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/07/2020 20:31:51

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/07/2020 20:24:25

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/07/2020 05:53:6

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/07/2020 19:28:2

notice

DHCP Renew - lease parameters tftp file-Ve392c994b6cdd154.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/07/2020 19:28:2

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/07/2020 14:32:40

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I am using a wired network connection via Powerline kit. I have a total of 8 devices connected.

 
 

Capture.JPG

Let me know if you need any further information.

 

Thanks

Chris

 

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Re: Random disconnects

Can you copy/paste the 'Downstream' and 'Upstream' tabs from the HUB?

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Re: Random disconnects

Downstream Bonded Channels

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

14027500007.540256 qam25
21867500008.938256 qam7
31947500008.838256 qam8
42027500008.438256 qam9
5210750000838256 qam10
6218750000838256 qam11
72267500007.938256 qam12
82347500007.938256 qam13
9242750000838256 qam14
10250750000838256 qam15
112587500007.638256 qam16
122667500007.938256 qam17
13274750000838256 qam18
142827500008.438256 qam19
152907500008.438256 qam20
162987500008.638256 qam21
173067500008.438256 qam22
183147500007.838256 qam23
193227500008.138256 qam24
204107500007.638256 qam26
214187500007.640256 qam27
224267500007.640256 qam28
234347500007.338256 qam29
244427500007.438256 qam30

 

Upstream bonded channels

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

1458000313.975512064 qam1
2537000003.975512064 qam4
3273999833.9512064 qam3
4358000193.9512064 qam2

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Random disconnects

Your downstream power levels, whilst in spec, do look a little high.

An engineer may be required to invetigate further.

Could you post the second table, at the bottom of the 'Downstream' tab?

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Re: Random disconnects

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

1      Locked      40.3      87    0
2      Locked      38.9      11    0
3      Locked      38.9      16    0
4      Locked      38.6      20    0
5      Locked      38.6      19    0
6      Locked      38.9      11    0
7      Locked      38.9      13    0
8      Locked      38.9      9      0
9      Locked      38.9      4      0
10    Locked      38.9      6      0
11    Locked      40.3      13    0
12    Locked      38.9      13    0
13    Locked      38.9       8     0
14    Locked      38.9      12    0
15    Locked      40.3      10    0
16    Locked      38.9      29    0
17    Locked      38.9      32    0
18    Locked      38.9      55    0
19    Locked      40.3      45    0
20    Locked      38.9      51    0
21    Locked      40.3      49    0
22    Locked      40.3      37    0
23    Locked      40.3      27    0
24    Locked      38.9     38     0

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Re: Random disconnects

You haven't said are the random disconnects evident on bothe wifi and ethernet cable connected devices?
Also do you have a BQM set up? If so post a link - if not do it thus...

...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 a few hours to start seeing a sensible picture - post up the “link” when you have the first 24h period.

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

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Random disconnects

The dropout affect both wireless and networked devices. I will post back in a few days time with further information.
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Re: Random disconnects

I did setup the QM, was logging data fine.

Think Broadband QM

Now just shows 100% packet loss. Which seems to be a common thing with the SH3.

I haven't had any further dropouts, so will stop replying to this post now. 

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Re: Random disconnects

Had a disconnect the other day, would be great if this ever got resolved. I have some screenshots of the BQM.

 VM BQM 24.07.20.JPGVM BQM 25.07.20.JPG

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Re: Random disconnects

Hi Chrisl1990,

Thanks for using the forums to get this issue looked into with your internet connection, I am sorry its frustrating you.
I just need to ask a few questions to get to the bottom of this for you - 
When the internet drops out, do all connections disconnect all the time? Or do some, maybe wired devices, stay connected?
When the internet drops out, do any indicator lights show on the HUB?
Do all devices have slow buffering like when you stream Netflix or load something on Social Media? 
Would you be able to do a speed test here - virg.in/speedtest – so we can see how your wired connection is performing please? 

I also have a link here that I think are really helpful in this situation - Intermittent Connection Issues
Let me know the answers to all these questions and follow the advice on that link to see if it helps 🙂
Thanks,

Megan_L

 


 

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