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desi112
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Broadband Connection randomly Dropping

Hi Folks,

I've had VM for just over 1 year and it's been rock solid no issues at all. Since last Tuesday I am seeing random disconnections, sometimes the connection is fine for a day then the next day it will drop 3/4 times. I am running the SHUB 3 In Modem Mode and have made no changes to my setup.

When a disconnection occurs the modem starts to flash white and then takes around 3 minutes to go back to solid purple.

Today this I've had 4/5 disconnections in a row since 4pm. I've reset my router and SHUB multiple times and checked all cables.

I've got an engineer booked for Wednesday but was wondering if someone could take a look at my stats?

Also just a note to the mods, when ringing VM there is a really bad quality recorded message about broadband issues, the message is so badly recorded I can't hear it all, it's not my phone as I've called several times and it always distort.

 

Downstream

 

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

1331000000-0.938256 qam25
2203000000038256 qam9
3211000000038256 qam10
4219000000-0.438256 qam11
5227000000-138256 qam12
6235000000-1.538256 qam13
7243000000-1.538256 qam14
8251000000-1.438256 qam15
9259000000-1.238256 qam16
10267000000-1.238256 qam17
11275000000-138256 qam18
12283000000-0.938256 qam19
13291000000-0.938256 qam20
14299000000-0.738256 qam21
15307000000-0.740256 qam22
16315000000-0.738256 qam23
17323000000-0.938256 qam24
18371000000-1.738256 qam26
19379000000-1.538256 qam27
20387000000-1.738256 qam28
21395000000-238256 qam29
22403000000-2.238256 qam30
23411000000-2.238256 qam31
24419000000-2.438256 qam32

 

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desi112
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Re: Broadband Connection randomly Dropping

 

Downstream bonded channels

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

1Locked38.940
2Locked38.650
3Locked38.940
4Locked38.950
5Locked38.660
6Locked38.900
7Locked38.650
8Locked38.9130
9Locked38.950
10Locked38.940
11Locked38.940
12Locked38.950
13Locked38.660
14Locked38.960
15Locked40.360
16Locked38.960
17Locked38.650
18Locked38.650
19Locked38.930
20Locked38.950
21Locked38.950
22Locked38.640
23Locked38.960
24Locked38.910

 

Upstream

 

Upstream bonded channels

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

14620000048512064 qam1
23260000047.3512064 qam3
33940000047.5512064 qam2
42580000046.8512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

Network Log

Network Log

 

Time Priority Description

12/07/2021 10:37:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
09/07/2021 06:28:47criticalNo Ranging Response received - T3 time-out;CM-
08/07/2021 22:37:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option
06/07/2021 14:50:51criticalNo Ranging Response received - T3 time-out;CM-
05/07/2021 19:44:28noticeLAN login Success;C
01/01/1970 00:01:38criticalNo Ranging Response received -
   
01/01/1970 00:01:43criticalNo Ranging Response received -
05/07/2021 16:02:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
01/01/1970 00:01:42criticalNo Ranging Response received - T3 time-out;CM-8;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:53:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option
25/06/2021 10:30:48Warning!RCS Partial Service;CM-MAC=-
24/06/2021 09:53:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 18:36:4criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
20/06/2021 21:53:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 11:55:49criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
17/06/2021 09:53:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MACCMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 15:11:54criticalNo Ranging Response received - T3 time-out;CM-CM-QOS=1.1;CM-VER=3.0;
13/06/2021 21:53:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MACCMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 09:17:44criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

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lotharmat
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Helpful Answer

Re: Broadband Connection randomly Dropping

The stats look fine! - See what the tech finds!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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desi112
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Re: Broadband Connection randomly Dropping

many thanks will let you know what they say....

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Sofia_B
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Re: Broadband Connection randomly Dropping

Hi @desi112

 

Thanks for posting on the Community 🙂 

 

I'm sorry to hear you're having some issues with drops in service, I appreciate this must be frustrating and we apologise for any inconvenience caused. 

 

How did you engineer appointment go? Was the engineer able to diagnose what the drops in service are due to? 

 

Thanks, 

Sofia
Forum Team



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