Menu
Reply
Phoenix26
  • 2
  • 0
  • 0
Joining in
181 Views
Message 1 of 4
Flag for a moderator

Repeated Short Disconnects - Modem Mode

Hey, 

I'm running my Hub in Modem Mode and am recently getting short disconnects from the internet, the entire connection goes down and the Hub lights change as I assume it restarts and reconnects. (Purple -> White -> Green -> Purple I think).

It reconnects in a minute or two which makes me suspect the Hub rather than the connection. Its ~3years old now.

It previously happened once every few days but is getting more frequent, happen 3 times today!

Anyway to tell in the logs below whats going on?

Thanks

Hub 3.0 device information
The information below shows current status of this Hub 3.0.

Standard specification compliant : DOCSIS 3.0
Hardware version : 10
Software version : 9.1.1912.304
Cable MAC address : **:**:**:**:**:**
Cable modem serial number : AA1P80892611
System up time : 0 days 0h:17m:33s
Network access : Allowed

 

Network Log

Time Priority Description

29/04/2021 10:04:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 07:28:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 03:14:50noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 03:14:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 10:42:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 04:48:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 04:48:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 02:29:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 12:24:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 12:24:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 12:24:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 12:24:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 12:24:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 12:24:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 10:47:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 18:34:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 18:34:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 08:52:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 13:11:44noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 13:11:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

16910000006.438256 qam36
2539000000640256 qam17
35470000005.938256 qam18
4555000000640256 qam19
55630000006.340256 qam20
65710000006.340256 qam21
75790000005.940256 qam22
85870000005.840256 qam23
9595000000640256 qam24
106030000006.540256 qam25
116110000006.340256 qam26
126190000005.338256 qam27
13627000000538256 qam28
14635000000538256 qam29
156430000005.938256 qam30
166510000006.340256 qam31
176590000005.638256 qam32
186670000005.338256 qam33
196750000005.438256 qam34
206830000005.938256 qam35
216990000006.540256 qam37
227070000006.340256 qam38
237150000006.138256 qam39
247230000006.540256 qam40



Downstream bonded channels

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

1Locked38.9470
2Locked40.3180
3Locked38.9200
4Locked40.3240
5Locked40.3200
6Locked40.3220
7Locked40.3230
8Locked40.3170
9Locked40.3220
10Locked40.9250
11Locked40.3280
12Locked38.9410
13Locked38.6390
14Locked38.6450
15Locked38.9370
16Locked40.3360
17Locked38.9340
18Locked38.9400
19Locked38.6350
20Locked38.6510
21Locked40.3450
22Locked40.3400
23Locked38.9420
24Locked40.3480

 

Upstream bonded channels

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

14620000440.8512064 qam11
23940001740.8512064 qam12
35370003142.3512064 qam10
46030002142.8512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
jbrennand
  • 22.33K
  • 2.4K
  • 3.98K
Very Insightful Person
Very Insightful Person
144 Views
Message 2 of 4
Flag for a moderator

Re: Repeated Short Disconnects - Modem Mode

All Hub stats look ok and no evidence of network disconnects in the logs.

As you are in modem mode what equipment are you using for routing and wif ? And what happens if you disconnect that and go back to router mode withe the Hub

Also, are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

--------------------
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.
0 Kudos
Reply
Phoenix26
  • 2
  • 0
  • 0
Joining in
105 Views
Message 3 of 4
Flag for a moderator

Re: Repeated Short Disconnects - Modem Mode

Thanks for looking John!

I've got a TP-Link Archer C7 running DD-WRT in front of the Virgin Hub that handles routing and wifi. 

When an outage occurs it affects both wired and wireless devices internet access but all internal traffic is fine so the TP-Link seems to be working correctly. 

I'll try the Virgin Hub in router mode and see if that makes a difference. 

Cheers

0 Kudos
Reply
jbrennand
  • 22.33K
  • 2.4K
  • 3.98K
Very Insightful Person
Very Insightful Person
83 Views
Message 4 of 4
Flag for a moderator

Re: Repeated Short Disconnects - Modem Mode

Mmmm... odd can you first do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections 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 set up a BQM
___________________________

If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - 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” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

Make sure the Hub/router is set to " Respond to ICMP echo requests sent to WAN IP" - i.e. respond to pings. Hopefully the TP-Link will allow you to do that as recent updates on some TP-Link routers has apparently borked that option !

--------------------
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.
0 Kudos
Reply