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mark_baguley
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Weekly connection drops

Hi,

I've been having occasional drops in internet connection with my Superhub 2ac. These are usually fixed with a router reset although once it took two attempts to resolve. This morning I woke up to no internet at all, the router logs show that it lost connection just after midnight and then didn't reconnect until I reset it.

01/03/202108:03:25 GMT68000407TOD established
Time Not EstablishedTime Not Established84000510Downstream Locked Successfully
01/03/202108:00:51 GMT66050310Auth Success - Web login successful.
01/03/202100:14:47 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
01/03/202100:14:46 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
01/03/202100:14:46 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
01/03/202100:14:46 GMT82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
01/03/202100:11:37 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
01/03/202100:11:29 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
01/03/202100:11:25 GMT84020200Lost MDD Timeout
01/03/202100:11:25 GMT84020200Lost MDD Timeout
01/03/202100:11:25 GMT84020200Lost MDD Timeout
01/03/202100:11:25 GMT84020200Lost MDD Timeout
01/03/202100:11:25 GMT84020200Lost MDD Timeout
01/03/202100:11:25 GMT84020200Lost MDD Timeout
01/03/202100:11:25 GMT84020200Lost MDD Timeout
01/03/202100:11:25 GMT84020200Lost MDD Timeout
28/02/202118:34:48 GMT82000200No Ranging Response received - T3 time-out

Connection stats:

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked20291000000 Hz256 QAM5.7 dBmV 37.1 dB354281
Locked17267000000 Hz256 QAM5.0 dBmV 36.4 dB512292
Locked18275000000 Hz256 QAM5.2 dBmV 36.4 dB314290
Locked19283000000 Hz256 QAM5.4 dBmV 36.6 dB310296
Locked21299000000 Hz256 QAM5.7 dBmV 37.4 dB318306
Locked22307000000 Hz256 QAM5.8 dBmV 37.6 dB314313
Locked23315000000 Hz256 QAM6.0 dBmV 37.4 dB300300
Locked24323000000 Hz256 QAM5.9 dBmV 37.9 dB979979

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked439400000 HzATDMA38.5 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked625800000 HzATDMA38.5 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked532600000 HzATDMA38.5 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked346200000 HzATDMA38.5 dBmV64QAM6400000 Hz5120 Ksym/sec

 

Any thing fishy looking in the stats? I've contemplated upgrading to the Hub 3 but most of the advice seems to be that it's a downgrade in terms of router performance/stability and I don't want to buy a separate router.

Thanks in advance!

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mark_baguley
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Re: Weekly connection drops

Edited to remove images and pasted the logs/stats in.

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jbrennand
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Re: Weekly connection drops

Logs look odd, power levels look ok - a few RS errors are normal for a SH2 - keep your eye on them and see that they are not building up quickly between reboots/resets.

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

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John
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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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mark_baguley
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Re: Weekly connection drops

Hi John,

Thanks for your reply, I've got BQM set up already. Here's the link:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0c314eb5b7158c51cbaa0c3a48462d829e...

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jbrennand
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Re: Weekly connection drops

It looks like when you woke up the Hub had been switched off overnight 🙂

Did you or someone else do that (unbeknown to you)?

Are your "internet drops" occurring on ethernet cable connected devices as well as on wifi connections at the same time?

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John
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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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mark_baguley
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Re: Weekly connection drops

Ha, nope the router was on in the morning. Just sitting there with no connection to Virgin, needed a reset for everything to come back. The last few times have been the connection dropping so no access through Wi-Fi or ethernet.

I have had a couple of occasions when just the Wi-Fi stops working but wired connection is fine, I just put that down to a random hiccup with the router. 

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jbrennand
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Message 7 of 15
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Re: Weekly connection drops

Its hard for a non-VM person to tell exactly. You need someone from VM to check the quality of your connection first can you call it in as per below. It may be the death throws of an old Hub that a fresh Hub3 will cure. I would suggest putting into modem mode and using your own router and wireless equipment (like I have always done) but that wont fix any network connection problem - but worth a go if you have a router in your cupboard 😎

Only other thing I can suggest is a simple one.   First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, 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 them 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 switch it on again and leave 5 minutes

Then Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time. Note that your passwords will revert to those on the base sticker - so make sure that is still there and legible first, and then your devices may now need that password if you previously changed it

See if that helps anything
______________________

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).

You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.

A VM person should pick this up here and respond, but it can take 5-10 days for them to get here.


--------------------
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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David_Bn
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Re: Weekly connection drops

Good Afternoon mark_baguley,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see you've been experiencing drop outs on the hub, how's the service looking at the moment?

 

I've been able to find your account but the hub is currently marked as "Unreachable" Is the hub currently switched on?

 

Kindest regards,

 

David_Bn

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mark_baguley
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Re: Weekly connection drops

Thanks for your reply David.

At the moment I haven't had another outage, but these are quite intermittent, usually every week or so.

My hub is on 24/7, I do however have a raspberry pi running the DHCP side of things through Pi-Hole to block ads. Could that be why you aren't able to access it? Let me know if you think that could be the issue and I can turn it off for a while

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David_Bn
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Re: Weekly connection drops

If you can try turning that off for me and hopefully I'll then be able to see the stats of the hub and run diagnostics

 

Kindest regards,

 

David_Bn

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