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Privateofcourse
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Message 1 of 9
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Internet drop out over and over

Hello.

My Internet connection on Superhub 3 keeps dropping. It's been getting worse and worse for months now and it's barely staying connected for a hour before a reboot is needed. Driving me nuts. It happens via a wired desktop and wifi so not wifi specific issue. Please can a virgin support member arrange a test and or engineer visit to sort this problem out. It's becoming almost unusable. Now.

Thankyou. My HUB logs are below.

-S-
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Privateofcourse
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Re: Internet drop out over and over

Downstream bonded channels

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

12990000002.738256 qam21
21390000004.338256 qam1
3147000000438256 qam2
41550000003.738256 qam3
51630000003.738256 qam4
61710000003.738256 qam5
71790000003.937256 qam6
81870000003.937256 qam7
91950000003.938256 qam8
102030000003.738256 qam9
112110000003.738256 qam10
122190000003.738256 qam11
132270000003.438256 qam12
14235000000338256 qam13
15243000000338256 qam14
16251000000338256 qam15
172590000002.738256 qam16
182670000002.738256 qam17
192750000002.738256 qam18
202830000002.738256 qam19
212910000002.538256 qam20
223070000002.738256 qam22
233150000002.538256 qam23
243230000002.538256 qam24



Downstream bonded channels

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

1Locked38.6120
2Locked38.650
3Locked38.670
4Locked38.670
5Locked38.9170
6Locked38.6260
7Locked37.6180
8Locked37.6240
9Locked38.6210
10Locked38.980
11Locked38.980
12Locked38.9110
13Locked38.680
14Locked38.680
15Locked38.690
16Locked38.980
17Locked38.970
18Locked38.660
19Locked38.680
20Locked38.660
21Locked38.9200
22Locked38.9130
23Locked38.650
24Locked38.930
-S-
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Message 3 of 9
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Re: Internet drop out over and over

Upstream bonded channels

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

1258000003.675512016 qam12
2537000004.025512016 qam13
3326000123.825512016 qam11
4393999693.825512016 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 4 of 9
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Re: Internet drop out over and over

Network Log

Time Priority Description

22/09/2019 12:18:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2019 22:59:59ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2019 03:51:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2019 13:36:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2019 04:12:24ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2019 04:12:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2019 01:05:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 11:45:17ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 17:50:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 22:36:8ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2019 09:27:1ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2019 09:27:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2019 19:01:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2019 08:40:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2019 05:16:18ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 11:02:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 11:47:15ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 12:46:22ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 12:46:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 00:15:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
-S-
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jbrennand
Alessandro Volta
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Message 5 of 9
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Re: Internet drop out over and over

Stats look ok and good (someone else should comment on the Logs). Have you tried new Cat6 ethernet cables ?

First, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any dropouts. It does it 24/7/365 and it keeps a visual record of all your network disconnections, useful data to have in discussions with VM.

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

Then check all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Privateofcourse
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Message 6 of 9
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Re: Internet drop out over and over

Hello,

Yes, all Ethernet cables in the house are cat 6, and switches are gigabit, all connections are tight. Took router out of the equation for testing (HUB is permanently in modem mode) and used HUB and still get drop outs. So not my issue.

I have just registered at the link you provided and created a monitor, thankyou. That will prove useful.

Over the past 48 hours I've not noticed any drops, which is odd now...especially after drop outs being so frequent for months. But I'm not at all suggesting it's miraculously 'sorted itself' (whatever that means), so will monitor now and see what happens.

Thanks for your input.

-S-
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Message 7 of 9
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Re: Internet drop out over and over

bb.jpgDropout

 

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Message 8 of 9
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Re: Internet drop out over and over

Starting monitoring again. Just realised had ignore ping from WAN side checked on router..hence 100% packet loss on monitor.

 

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Tudor
Hero
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Message 9 of 9
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Re: Internet drop out over and over

Yep, that one catches out many people. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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