Regular drop-outs and router reboots

[SAkers1975]

Hi,

We got VM 1Gig installed around August time, and recently we have been getting regular drop outs in service.

3 to 4 times a day, where the router reboots, all devices connected lose internet access, wired or wireless.

Can this be looked into please, pointless calling as the chance of getting through in a decent amount of time.

Router has been rebooted and reset, but issue persists

Regards

Stephen

[SAkers1975]

Issues have reappeared along with the inability to run speed tests, as everything on wifi and wired is slow

[SAkers1975]

3.0 Downstream channels

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

1	139000000	5.6	42	QAM 256	1
2	147000000	5.8	42	QAM 256	2
3	155000000	5.8	42	QAM 256	3
4	163000000	5.5	42	QAM 256	4
5	171000000	5.5	42	QAM 256	5
6	179000000	5.6	42	QAM 256	6
7	187000000	5.8	42	QAM 256	7
8	195000000	6.1	42	QAM 256	8
9	203000000	5.8	42	QAM 256	9
10	211000000	6	42	QAM 256	10
11	219000000	5.9	42	QAM 256	11
12	227000000	5.8	42	QAM 256	12
13	235000000	5.7	42	QAM 256	13
14	243000000	5.4	42	QAM 256	14
15	251000000	5.2	42	QAM 256	15
16	259000000	5.2	42	QAM 256	16
17	267000000	5.4	42	QAM 256	17
18	275000000	5.7	43	QAM 256	18
19	283000000	5.8	43	QAM 256	19
20	291000000	6.4	43	QAM 256	20
21	299000000	6.2	43	QAM 256	21
22	307000000	6.3	43	QAM 256	22
23	315000000	6	43	QAM 256	23
24	323000000	5.8	42	QAM 256	24
25	331000000	5.7	42	QAM 256	25
26	339000000	5.5	42	QAM 256	26
27	347000000	5.5	42	QAM 256	27
28	355000000	5.2	42	QAM 256	28
29	363000000	5.3	42	QAM 256	29
30	371000000	5.3	42	QAM 256	30
31	379000000	5.3	42	QAM 256	31

3.0 Downstream channels

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

1	Locked	42	1	0
2	Locked	42	0	0
3	Locked	42	0	0
4	Locked	42	0	0
5	Locked	42	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	42	0	0
9	Locked	42	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	4	0
15	Locked	42	1	0
16	Locked	42	1	0
17	Locked	42	1	0
18	Locked	43	1	0
19	Locked	43	1	0
20	Locked	43	3	0
21	Locked	43	0	0
22	Locked	43	2	0

[SAkers1975]

3.0 Upstream channels

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

0	49600000	49.5	5120	QAM 32	1
1	43100000	50	5120	QAM 32	2
2	36600000	49.5	5120	QAM 32	3
3	30100000	49.5	5120	QAM 32	7
4	23600000	50.3	5120	QAM 32	8

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	18	0
1	ATDMA	0	0	13	0
2	ATDMA	0	0	21	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	11	0

3.1 Upstream channels

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

11

10.4

45.2

2K

QAM 256

3.1 Upstream channels

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

11

OFDMA

208

74000000

2

0

[SAkers1975]

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

cmreg-vmdg660-bbt076+voc-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

210344

1230000450 bps

42600bytes

0 bps

210410

128000 bps

3044bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

210343

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

210409

128000 bps

3044bytes

0 bps

1522bytes

Best Effort

[SAkers1975]

Network Log

Time Priority Description

29-11-2023 09:38:14	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 09:37:55	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 09:37:55	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 09:35:18	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 09:06:32	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 09:06:09	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 09:05:56	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 09:00:53	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:50:15	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:45:12	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:40:39	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:35:36	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:32:54	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:28:34	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:27:51	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:21:38	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:16:35	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:11:13	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 08:02:43	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 07:20:53	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 07:07:12	warning	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 07:07:12	notice	REGISTRATION COMPLETE - Waiting for Operational status
29-11-2023 07:06:19	notice	US profile assignment change. US Chan ID: 11; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 07:06:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 07:06:13	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;
29-11-2023 07:06:12	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 07:06:10	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 07:06:07	notice	Honoring MDD; IP provisioning mode = IPv4
29-11-2023 07:05:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 07:03:47	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-11-2023 07:03:43	notice	Honoring MDD; IP provisioning mode = IPv4
29-11-2023 07:03:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Kath_F]

Hi SAkers1975, 

Thanks for coming back to us on the community. We're sorry to hear the issues have continued. 

Taking a look at things this end, your signal and power levels for both your upstream and downstream are all at optimal levels, there are no Post RS errors being recorded, nothing reported in your area and all looks as it should be. 

We can see the hub is in modem mode so you're currently connecting through a third party router. Please remove this from the equation, reboot the hub and connect to that instead. Let us know how the connection is. 

Many thanks,