Loss of internet throughout the day (regularly)

[johnlucas69]

Hi

I have a hub 4 in modem mode connected to an ASUS mesh. (1Gb service)

Recently I have been losing internet for a couple of minutes at a time on a regular basis throughout the day.

Unable to log into hub (connection refused) to check logs but no issues with ASUS routers.

Disabled all firewalls but still cannot access hub 4.

Any help appreciated

[Adduxi]

When trying to access the Hub, use a wired connection only if possible in the first instance.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.  This may allow access to the Hub's console.

Setup a BQM to monitor and record your incoming circuit.   www.thinkbroadband.com/ping

[johnlucas69]

Hi

Factory reset got me access back to the hub, drop outs still occurring (T3 Timeouts). Log below:

Sun 12/05/2024
16:57:306US profile assignment change. US Chan ID: 12; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:45:066CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:45:063No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:45:056CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:593No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:585Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:563No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:556CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:543No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:535Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:533No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:525Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:493No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:473SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:366CM-STATUS message sent. Event Type Code: 2; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:44:173No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:43:246CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:43:195Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:43:076CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:43:005Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:42:266CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:42:215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:41:386CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:41:203SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:39:186CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:39:034DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:39:033No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:39:004DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:38:583SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:28:006CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:27:563No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:27:566CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:27:503No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:27:495Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:27:426CM-STATUS message sent. Event Type Code: 2; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
16:27:335Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
15:53:066CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
15:49:206US profile assignment change. US Chan ID: 12; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
15:44:266CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
15:44:173SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
14:32:246CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
14:32:086US profile assignment change. US Chan ID: 12; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
14:29:126CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
14:29:043No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
14:29:045Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
14:29:023No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
14:29:025Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
14:28:593No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
14:27:066CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 12/05/2024
14:27:056US profile assignment change. US Chan ID: 12; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[John_GS]

Hi @johnlucas69 

Thanks for posting and welcome back to the community.

Sorry to hear of the internet issues. I'll pop you a PM to help but can you pop the router into router mode for us? This is just so we can do full checks :).

Best wishes.

[johnlucas69]

I have replied to your PM.

I will let you know when the hub is in router mode.

[johnlucas69]

Hub now in router mode.

BB quality monitor showing 100% packet loss when outages occur.

After putting hub in router mode, I now cannot connect to hub for logs etc - connection refused (All firewalls disabled)

[Adduxi]

The Hub should be available via a wired connection on http://192.168.0.1

[johnlucas69]

Eventually got in but its very temperamental. Timeout after password and can only get in again when hub rebooted.

Will now set up a new BQM and hope for the best.

Daughter who also lives in same area having the similar dropouts as me and she is on a newer hub, sounds more of a network issue but we will see how it progresses.

[johnlucas69]

Some more logs:

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

25	331000000	6.2	39	QAM256	25
2	147000000	8.4	39	QAM256	2
3	155000000	8.4	39	QAM256	3
4	163000000	8.1	39	QAM256	4
5	171000000	7.7	39	QAM256	5
6	179000000	7.5	39	QAM256	6
7	187000000	7.1	39	QAM256	7
8	195000000	7	39	QAM256	8
9	203000000	7.2	39	QAM256	9
10	211000000	6.7	39	QAM256	10
11	219000000	6.4	39	QAM256	11
12	227000000	6.6	39	QAM256	12
13	235000000	6.3	39	QAM256	13
14	243000000	5	39	QAM256	14
15	251000000	5.1	39	QAM256	15
16	259000000	5.8	39	QAM256	16
17	267000000	5.6	39	QAM256	17
18	275000000	6.5	39	QAM256	18
19	283000000	6.7	39	QAM256	19
20	291000000	6	39	QAM256	20
21	299000000	5.8	39	QAM256	21
22	307000000	6.5	40.4	QAM256	22
23	315000000	6.3	39	QAM256	23
24	323000000	5.6	39	QAM256	24
26	339000000	6.2	39	QAM256	26
27	347000000	6.2	39	QAM256	27
28	355000000	4.8	39	QAM256	28
29	363000000	4	39	QAM256	29
30	371000000	4.1	39	QAM256	30
31	379000000	3.9	39	QAM256	31
32	387000000	3.2	38.6	QAM256	32

3.0 Downstream channels

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

25	Locked	38.983261	0	0
2	Locked	38.983261	0	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	40.366287	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.605377	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

40

0.3

17675565

18875

A lot of uncorrectables on the 3.1 downstream

[johnlucas69]

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

1	49600000	40.3	5120 KSym/sec	QAM64	5
2	43100000	39.8	5120 KSym/sec	QAM64	6
3	36600000	39.3	5120 KSym/sec	QAM64	7
4	30100000	39.3	5120 KSym/sec	QAM64	8
5	23600000	38.3	5120 KSym/sec	QAM64	11

3.0 Upstream 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
5	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.4

44.9

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

208

53.4

2

0