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Johnmca
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Keep losing internet

I have the hub 3 the last few months my hub crashes and I lose connection on wired and wireless I have to turn it off and on again some days 10 to 20 times now it keeps flashing green then red and won't connect I have also reset it to factory settings still the same I have checked wired and status which is fine once connected it says that's there's no fault  please help me I am ready to change suppliers if I can't resolve this. Ps I can't phone them as I can't understand their accents 

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jbrennand
Alessandro Volta
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Re: Keep losing internet

First job, set up a free “BQM” 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.

If that’s all good.... 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 [there should be no need to login if you have done so before] click on the “router status” icon at top right or the text at bottom middle - of first page up (depending on which hub you have) and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, & network logs pages. 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.

--------------------
John
--------------------

My 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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Johnmca
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Re: Keep losing internet

BmV) Symbol Rate (ksps) Modulation Channel ID 1 39400000 5.1 5120 64 qam 88 2 46200000 5.075 5120 64 qam 87 3 53700000 5.1 5120 64 qam 86 4 60300083 5.1 5120 64 qam 85 tion 12/07/2019 03:35:49 Warning! RCS Partial Service;CM- 12/07/2019 03:35:57 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM- 12/07/2019 03:35:59 Warning! RCS Partial Service;CM-QOS=1.1;CM-VER=3.0; 12/07/2019 03:36:3 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MA ceived - T3 time-out;CM- 12/07/2019 03:40:10 Warning! RCS Partial Service;CM- 12/07/2019 03:40:36 notice Received REG-RSP while in REG-HOLD1 state;CM- 12/07/2019 03:40:53 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM- 12/07/2019 03:41:33 critical No Ranging Response received - T3 time-out;CM- 12/07/2019 03:41:46 Warning! ToD request sent - No Response received;CM-QOS=1.1;CM-VER=3.0; 12/07/2019 03:43:1 notice Received REG-RSP while in REG-HOLD1 stateM-QOS=1.1;CM-VER=3.0; 12/07/2019 03:47:30 Warning! RCS Partial Service;CM-MACM-QOS=1.1;CM-VER=3.0; 12/07/2019 08:45:46 critical No Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.0; 12/07/2019 09:06:37 Warning! RCS Partial Service;CM-MACM-QOS=1.1;CM-VER=3.0; 12/07/2019 09:07:7 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CMM-QOS=1.1;CM-VER=3.0; 12/07/2019 09:54:50 critical No Ranging Response received - T3 time-out;CM-MAM-QOS=1.1;CM-VER=3.0; 12/07/2019 12:23:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MCM-QOS=1.1;CM-VER=3.0; 12/07/2019 12:38:2 Warning! RCS Partial Service;CM-MAC;CM-QOS=1.1;CM-VER=3.0; pstream bonded channelsChannel 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

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Johnmca
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Message 4 of 12
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Re: Keep losing internet

Network Log

tion

12/07/2019 03:35:49Warning!RCS Partial Service;CM-
12/07/2019 03:35:57criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-
12/07/2019 03:35:59Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;
12/07/2019 03:36:3criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MA
  ceived - T3 time-out;CM-
12/07/2019 03:40:10Warning!RCS Partial Service;CM-
12/07/2019 03:40:36noticeReceived REG-RSP while in REG- state;CM-
12/07/2019 03:40:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-
12/07/2019 03:41:33criticalNo Ranging Response received - T3 time-out;CM-
12/07/2019 03:41:46Warning!ToD request sent - No Response received;CM-QOS=1.1;CM-VER=3.0;
12/07/2019 03:43:1noticeReceived REG-RSP while in REG- stateM-QOS=1.1;CM-VER=3.0;
12/07/2019 03:47:30Warning!RCS Partial Service;CM-MACM-QOS=1.1;CM-VER=3.0;
12/07/2019 08:45:46criticalNo Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/07/2019 09:06:37Warning!RCS Partial Service;CM-MACM-QOS=1.1;CM-VER=3.0;
12/07/2019 09:07:7criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CMM-QOS=1.1;CM-VER=3.0;
12/07/2019 09:54:50criticalNo Ranging Response received - T3 time-out;CM-MAM-QOS=1.1;CM-VER=3.0;
12/07/2019 12:23:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MCM-QOS=1.1;CM-VER=3.0;
12/07/2019 12:38:2Warning!RCS Partial Service;CM-MAC;CM-QOS=1.1;CM-VER=3.0;
 2350000005.138256 qam13
21390000003.937256 qam1
3147000000437256 qam2
41550000004.137256 qam3
51630000004.537256 qam4
61710000004.537256 qam5
71790000004.437256 qam6
81870000004.437256 qam7
91950000004.637256 qam8
10203000000538256 qam9
11211000000537256 qam10
122190000004.937256 qam11
13227000000537256 qam12
142430000005.338256 qam14
152510000005.638256 qam15
162590000005.538256 qam16
172670000005.538256 qam17
182750000005.537256 qam18
192830000005.638256 qam19
202910000005.837256 qam20
212990000006.137256 qam21
223070000006.138256 qam22
233150000006.338256 qam23
243230000006.437256 qam24



Downstream bonded channels

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

1Locked38.9399296
2Locked37.6347423111443
3Locked37.64042013039
4Locked37.322158629104
5Locked37.644199996074
6Locked37.620725392
7Locked37.639126662853
8Locked37.61216797518
9Locked37.6611252
10Locked38.6456263
11Locked37.6426204
12Locked37.3453238
13Locked37.6685234
14Locked38.6349215
15Locked38.6223229
16Locked38.6279199
17Locked38.6297177
18Locked37.6285206
19Locked38.6227299
20Locked37.6219201
21Locked37.6244321
22Locked38.6247186
23Locked38.6210229
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000005.1512064 qam88
2462000005.1512064 qam87
3537000005.1512064 qam86
4603000885.1512064 qam85


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
Locked37.6182

212

 

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Johnmca
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Message 5 of 12
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Re: Keep losing internet

2/07/2019 03:35:49Warning!RCS Partial Service;CM-
12/07/2019 03:35:57criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-
12/07/2019 03:35:59Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;
12/07/2019 03:36:3criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MA
  ceived - T3 time-out;CM-
12/07/2019 03:40:10Warning!RCS Partial Service;CM-
12/07/2019 03:40:36noticeReceived REG-RSP while in REG- state;CM-
12/07/2019 03:40:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-
12/07/2019 03:41:33criticalNo Ranging Response received - T3 time-out;CM-
12/07/2019 03:41:46Warning!ToD request sent - No Response received;CM-QOS=1.1;CM-VER=3.0;
12/07/2019 03:43:1noticeReceived REG-RSP while in REG- stateM-QOS=1.1;CM-VER=3.0;
12/07/2019 03:47:30Warning!RCS Partial Service;CM-MACM-QOS=1.1;CM-VER=3.0;
12/07/2019 08:45:46criticalNo Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/07/2019 09:06:37Warning!RCS Partial Service;CM-MACM-QOS=1.1;CM-VER=3.0;
12/07/2019 09:07:7criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CMM-QOS=1.1;CM-VER=3.0;
12/07/2019 09:54:50criticalNo Ranging Response received - T3 time-out;CM-MAM-QOS=1.1;CM-VER=3.0;
12/07/2019 12:23:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MCM-QOS=1.1;CM-VER=3.0;
12/07/2019 12:38:2Warning!RCS Partial Service;CM-MAC;CM-QOS=1.1;CM-VER=3.0;
 2350000005.138256 qam13
21390000003.937256 qam1
3147000000437256 qam2
41550000004.137256 qam3
51630000004.537256 qam4
61710000004.537256 qam5
71790000004.437256 qam6
81870000004.437256 qam7
91950000004.637256 qam8
10203000000538256 qam9
11211000000537256 qam10
122190000004.937256 qam11
13227000000537256 qam12
142430000005.338256 qam14
152510000005.638256 qam15
162590000005.538256 qam16
172670000005.538256 qam17
182750000005.537256 qam18
192830000005.638256 qam19
202910000005.837256 qam20
212990000006.137256 qam21
223070000006.138256 qam22
233150000006.338256 qam23
243230000006.437256 qam24



Downstream bonded channels

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

1Locked38.9399296
2Locked37.6347423111443
3Locked37.64042013039
4Locked37.322158629104
5Locked37.644199996074
6Locked37.620725392
7Locked37.639126662853
8Locked37.61216797518
9Locked37.6611252
10Locked38.6456263
11Locked37.6426204
12Locked37.3453238
13Locked37.6685234
14Locked38.6349215
15Locked38.6223229
16Locked38.6279199
17Locked38.6297177
18Locked37.6285206
19Locked38.6227299
20Locked37.6219201
21Locked37.6244321
22Locked38.6247186
23Locked38.6210229
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000005.1512064 qam88
2462000005.1512064 qam87
3537000005.1512064 qam86
4603000885.1512064 qam85


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA

 

Thanks for helping me i am at my wit's end this has been happening for months now at best maybe 2:3 days then 10 20 times a day I have to keep rebooting it XX 

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jbrennand
Alessandro Volta
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Message 6 of 12
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Re: Keep losing internet

Needs a superuser to comment, but your upstream channels are at the top of their acceptable power range and down channels 2-8 are showing lots of post rs errors. Along with multiple timeouts in a short time frame all signify you have problems with you network connection that at least needs a technician's visit to rectify.
You can try calling in and citing this data to book a visit or wait on here until a VM staff person picks this up and offers their assistance.

--------------------
John
--------------------

My 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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Johnmca
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Re: Keep losing internet

Thanks for the help on this problem. Can you please phone for me and try and arrange it thanks? I can never understand them on the phone and when online chat they say they can't help to phone.  Pain in the butt all this It's starting again disconnecting but the reboot works just now 

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Johnmca
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Re: Keep losing internet

Sorry I didn't read that right I will phone in the morning thanks for the help XX now I know what to say on the phone to them x

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Very Insightful Person
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Re: Keep losing internet


@Johnmca wrote:

Sorry I didn't read that right I will phone in the morning thanks for the help XX now I know what to say on the phone to them x


Looking at the statistics and the network logging, it all looks very broken indeed. If you do call up, you will need to insist on an engineer visit - believe me, nothing that they suggest you try on the phone will help here. The alternative is to wait until one of the forum team find this thread, they should offer to get in contact with you via PM (personal message) and they will organise things for you.

John

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Forum Team
Forum Team
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Re: Keep losing internet

Good Morning Johnmca,

 

Sorry to see that you've been having broadband issues.

 

Have you managed to speak to our team since your post on Friday?

 

I'm happy to assist you with the booking of an engineer visit if you're still seeking assistance. Drop me a response and I'll get back to your via our PM service.

 

David_Bn

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