internet cutting out

[scottmaguire]

my internet keeps  cutting out it has disconnected multiple times a day, i have rebooted and factory reset the router but it still keeps disconnecting randomly any ideas would be helpfull.

[jbrennand]

Firstly... 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?

What Hub model is it and what are the various Hub lights showing/doing when this happens?

[scottmaguire]

hi its both wired and wireless devices and it is a super hub 3 and it only shows a green light on the router sometimes when the internet cuts out 

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[jbrennand]

Ok as wired connections are dropping - can you do this...
____________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up - do not log/sign in - just click on the “router status” icon/text at bottom-middle of the first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free, secure and “offlsite” - “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

[scottmaguire]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	203000000	-1.2	40	256 qam	9
2	139000000	-0.2	38	256 qam	1
3	147000000	-0.5	40	256 qam	2
4	155000000	-0.5	40	256 qam	3
5	163000000	-0.5	40	256 qam	4
6	171000000	-0.5	40	256 qam	5
7	179000000	-0.7	40	256 qam	6
8	187000000	-0.7	40	256 qam	7
9	195000000	-0.9	40	256 qam	8
10	211000000	-1.4	40	256 qam	10
11	219000000	-1.5	40	256 qam	11
12	227000000	-1.9	40	256 qam	12
13	235000000	-2	40	256 qam	13
14	243000000	-2	40	256 qam	14
15	251000000	-1.9	40	256 qam	15
16	259000000	-1.7	40	256 qam	16
17	267000000	-1.5	40	256 qam	17
18	275000000	-1.7	40	256 qam	18
19	283000000	-1.7	40	256 qam	19
20	291000000	-1.5	40	256 qam	20
21	299000000	-1.4	40	256 qam	21
22	307000000	-1.5	40	256 qam	22
23	315000000	-1.4	40	256 qam	23
24	323000000	-1.2	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	6	0
2	Locked	38.9	6	0
3	Locked	40.3	5	0
4	Locked	40.9	18	0
5	Locked	40.3	17	0
6	Locked	40.9	5	0
7	Locked	40.9	6	0
8	Locked	40.3	5	0
9	Locked	40.3	16	0
10	Locked	40.3	6	0
11	Locked	40.9	6	0
12	Locked	40.3	5	0
13	Locked	40.9	5	0
14	Locked	40.3	4	0
15	Locked	40.3	6	0
16	Locked	40.3	6	0
17	Locked	40.3	6	0
18	Locked	40.3	5	0
19	Locked	40.9	6	0
20	Locked	40.3	6	0
21	Locked	40.9	7	0
22	Locked	40.3	6	0
23	Locked	40.3	5	0
24	Locked	40.3	6	0

[scottmaguire]

Upstream bonded channels

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

1	53700000	50.3	5120	64 qam	7
2	46200000	49.8	5120	64 qam	8
3	39400000	49.5	5120	64 qam	9
4	60300000	50.5	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[scottmaguire]

Refresh data

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow

SFID	435150
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	435149
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Refresh data

Network LogTime Priority Description

03/09/2021 13:48:36	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;
03/09/2021 13:48:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 13:40:14	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;
03/09/2021 12:58:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 12:48:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 12:44:41	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 12:28:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:55:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:55:34	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:55:34	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:37:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:37:11	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:37:11	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:37:11	critical	Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:37:11	critical	Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:35:47	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;
03/09/2021 11:31:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 22:40:43	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;
02/09/2021 20:37:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 19:51:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f1c72769278b4fde88c566338905159a796ae973

[lotharmat]

I would say that your upstream power is too high and would need a VM Tech to rectify! 51 is the Max but if the modem is struggling and you're getting drops - You're only 0.5 dBmV away from max!

[lotharmat]

Yup - the drops are really visible on the BQM!