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raszet
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Internet down daily HELP!

Everyday my internet goes out. Been having this problem for about 2 years now. Recently moved houses and the problem still persists. 

Network Log

Time Priority Description

11/05/2021 06:44:56criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 03:13:34criticalReceived 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;
10/05/2021 00:54:55criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 13:14:21Warning!RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 11:04:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 00:39:58criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 22:13:11criticalReceived 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;
05/05/2021 19:27:12criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 05:22:3Warning!RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 04:55:10criticalReceived 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;
05/05/2021 04:54:16Warning!RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 00:21:6criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 00:18:8criticalReceived 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;
04/05/2021 00:13:1criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 00:10:2criticalReceived 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;
03/05/2021 22:40:1criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 20:36:45Warning!RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 23:26:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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

1299000000437256 qam21
2203000000637256 qam9
32110000005.537256 qam10
42190000005.337256 qam11
52270000005.537256 qam12
62350000004.937256 qam13
72430000004.337256 qam14
82510000003.436256 qam15
92590000003.536256 qam16
102670000003.737256 qam17

 

Downstream bonded channels

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

1Locked37.32215
2Locked37.3440
3Locked37.6200
4Locked37.3210
5Locked37.3210
6Locked37.6190
7Locked37.3270

  Upstream bonded channels

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

13939996050512064 qam4
24620000550.8512064 qam3
35369993751512064 qam2
46030006951512064 qam1

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0070
4ATDMA0000
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jb66
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Re: Internet down daily HELP!

Your upstream power level is at 51 on some channels and you only have 10dpwnstreams.

 

Are there any unused splitters in your setup you can remove?

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raszet
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Re: Internet down daily HELP!

Thank you for the reply ‘jb66’. Yes i have an unised splitter in one of the rooms.

Forgot to mention:

I have the virgin router on modem mode and i have a deco e4 setup linked to it. 3 in total over the house which cover all the areas with wifi but when the main router keeps disconnecting, the whole setup becomes pointless 😞 

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Serena_C
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Re: Internet down daily HELP!

Hi @raszet

 

Welcome to our Community Help Forum 🙂

 

Thank you for making you first post regarding your internet going down on a daily basis, I am so sorry to hear your connection keeps cutting out. That is not ideal at all.

 

May I ask what Hub you are using?

 

Can you please check that your coax connections are nice and tight?

 

Are you able to perform a Pinhole reset on your Hub and monitor your connection following this?

 

To perform a Pinhole reset, please follow these steps exactly:

 

With the Hub switched "on", disconnect any ethernet connections and then push in the “reset pin” with the end of a paperclip or similar thin item (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT restart the Hub after that. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one).

 

Please let me know how you're getting on after this.

 

Best wishes,

 

Serena

 

 

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raszet
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Re: Internet down daily HELP!

Hi @

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Corey_C
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Re: Internet down daily HELP!

Thanks for your reply and update, raszet,

 

Very sorry to hear that you have had this experience.Do let us know how your visit goes.

 

Cheers,

Corey C

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raszet
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Re: Internet down daily HELP!

Hi there,

Well it's been a month now and i have to say, the problem has gotten less frequent but not gone completely. I still get disconnected randomly and the connection seems slow at times. The engineer that came to check helped a lot and explained quite a bit which was nice. He changed the old wirings and looked at the socket on the wall too. It was great for like 2 days and then back to the same routine. The guy said to call him if the problem persists and he would change the superhub for me but i tried calling him a few times over the week (didn't go through) and left a long text message too, to which he didn't respond at all. I have gotten a bit tired of this whole back and forth with customer service thing after like over 20 calls or something so I'm just going to take the easy way out and change my isp.

 

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lotharmat
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Re: Internet down daily HELP!

Can you repost your hub stats?



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

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Serena_C
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Re: Internet down daily HELP!

Hi @raszet

 

Thank you for the update, I am so sorry to hear that you are still experiencing issues with your connection.

 

I've taken a look at your account and can confirm that everything looks healthy from our end, there were no issues showing regarding your connection. I have also seen that you spoke with a member of our team who was able to sort out a new deal for you, I'm really glad to hear you won't be leaving us for another isp.

 

Can you please set up a BQM here and share the results on this forum so we can see how your broadband is performing over 24 hours?

 

Many thanks,

 

Serena

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