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WiFi dropouts with Superhub 3.0

For the past few weeks, I have been experiencing several wifi dropouts per day, causing me major headaches whilst working from home.

They tend to be during the middle part of the working day, I'd say between 10am and 3pm. It will typically occur five or six times, but that varies - it can be a lot more.

It happens with the hub in modem mode and modem/router mode.

Could someone from the VM support team please contact me about this to get it resolved? I'm happy to provide any logging info if it is useful.

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Re: WiFi dropouts with Superhub 3.0

Wifi or internet dropouts?

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

At least we can check the stats to rule out an issue with the line.

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Re: WiFi dropouts with Superhub 3.0

Not sure if it's internet or WiFi. I guess I'd need a device wired to the Superhub in order to confirm this - we only use wireless devices. The dropouts tend to last only seconds - by the time I've become aware of it, my PC is already reconnecting.

The Router Status data are as follows (continued on next post):

Downstream bonded channels

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

12350000002.234256 qam13
22430000001.935256 qam14
32510000001.936256 qam15
42590000002.237256 qam16
52670000002.437256 qam17
62750000002.538256 qam18
72830000002.538256 qam19
82910000002.238256 qam20
92990000002.538256 qam21
103070000002.238256 qam22
113150000002.238256 qam23
123230000001.938256 qam24
133310000002.238256 qam25
143390000001.738256 qam26
153470000001.738256 qam27
163550000001.538256 qam28
173630000000.938256 qam29
18371000000138256 qam30
193790000000.738256 qam31
203870000000.538256 qam32
213950000000.238256 qam33
224030000000.238256 qam34
23411000000038256 qam35
24419000000-0.238256 qam36

Downstream bonded channels

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

1Locked34.9292930
2Locked35247824
3Locked36.6157702
4Locked37.6167734
5Locked37.3141665
6Locked38.6123685
7Locked38.9139552
8Locked38.9128773
9Locked38.9138493
10Locked38.9114761
11Locked38.9141567
12Locked38.9114738
13Locked38.9141503
14Locked38.6136429
15Locked38.9130499
16Locked38.9107379
17Locked38.9100439
18Locked38.9131633
19Locked38.9127344
20Locked38.9118410
21Locked38.9104296
22Locked38.699357
23Locked38.689317
24Locked38.984377

 

Upstream bonded channels

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

1258000004.925512064 qam6
2394000004.775512064 qam4
3462000004.75512064 qam3
4326000004.825512064 qam5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: WiFi dropouts with Superhub 3.0

Network Log

Time Priority Description

06/08/2020 21:49:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:41:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:19:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:04:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 19:52:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 19:45:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 18:35:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 18:35:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 17:41:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 17:40:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 17:40:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 16:27:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 15:25:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 15:25:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 15:20:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 15:20:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 15:20:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 15:20:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 15:01:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 15:01:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: WiFi dropouts with Superhub 3.0

Your network log appears to have a number of errors.

The only thing a little 'Off' I can see in your stats is a couple of your downstream channels have a lower SNR (RxMER (dB)).

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Re: WiFi dropouts with Superhub 3.0

Thanks for the reply, and for checking the stats I posted.

Sounds like I will need to have things looked at by a VM technician. I will await VM's response.

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Re: WiFi dropouts with Superhub 3.0

Hi cass

 

Thanks for posting and apologies for the WiFi issues. 

 

I've had a check today and no issues are showing. I do hope therefore everything has been sorted. If not, please pop the router into router mode for me and let me know. I'll be able to do further tests so can assist further.

 

Kind regards,

John_GS
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Re: WiFi dropouts with Superhub 3.0

Thanks for checking things out. The service has been stable for the past few days. I'll monitor it and let you know if there are any further issues.

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Re: WiFi dropouts with Superhub 3.0

After a brief period of stability, the dropout problem has returned. It drops out several times per day, usually mid-morning until around 2pm, after which it seems to stabilise. Today, however, it has done it over the course of the whole working day - 8 or 9 dropouts so far.

I have switched the Hub to Router Mode as requested. Please could the VM team investigate the issue?

Thank you.

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Re: WiFi dropouts with Superhub 3.0

Hi cass

 

Thanks for posting and apologies for the delayed reply 

 

My apologies for the delayed reply. I've checked the systems and no issues are showing. I do hope everything is resolved

Let me know if you need further assistance

Kind regards,
 

John_GS
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