on 04-01-2022 14:45
Hi all,
I have posted about this here in the past, but nothing came of it, and it has been doing it a lot for the past few weeks so I am raising it again in the hope that someone from VM can assist, as the phone support is dreadful.
My connection goes offline for, seemingly, as long as it takes for the router to reboot itself and re-establish a connection. This is always less than about 5 minutes. According to my Thinkbroadband ping monitor it seems to average 3-5 times a day, usually while my partner and I are trying to work!
It is very frustrating and I am wondering if a new Superhub (perhaps an upgrade from 3 to 4?) might help. I'm only using it in Modem mode however, but I have read about the previous cache/memory leaks in the past. I would like to know what hoops I need to jump through with customer service in order to either get a replacement or upgraded hub.
Power cycling the hub and factory resetting it does not help.
Thanks very much!
Power levels below:
1 | 595000000 | 3 | 40 | 256 qam | 24 |
2 | 411000000 | 4.3 | 40 | 256 qam | 1 |
3 | 419000000 | 4.4 | 40 | 256 qam | 2 |
4 | 427000000 | 4.5 | 40 | 256 qam | 3 |
5 | 435000000 | 4.4 | 40 | 256 qam | 4 |
6 | 443000000 | 4.4 | 40 | 256 qam | 5 |
7 | 451000000 | 4.3 | 40 | 256 qam | 6 |
8 | 459000000 | 4.1 | 40 | 256 qam | 7 |
9 | 467000000 | 4.1 | 40 | 256 qam | 8 |
10 | 475000000 | 4.1 | 40 | 256 qam | 9 |
11 | 483000000 | 4 | 40 | 256 qam | 10 |
12 | 491000000 | 4 | 38 | 256 qam | 11 |
13 | 499000000 | 3.7 | 40 | 256 qam | 12 |
14 | 507000000 | 3.7 | 40 | 256 qam | 13 |
15 | 515000000 | 3.5 | 40 | 256 qam | 14 |
16 | 523000000 | 3.7 | 38 | 256 qam | 15 |
17 | 531000000 | 3.7 | 40 | 256 qam | 16 |
18 | 539000000 | 3.5 | 38 | 256 qam | 17 |
19 | 547000000 | 3.7 | 40 | 256 qam | 18 |
20 | 555000000 | 3.5 | 40 | 256 qam | 19 |
21 | 563000000 | 3.4 | 40 | 256 qam | 20 |
22 | 571000000 | 3.2 | 40 | 256 qam | 21 |
23 | 579000000 | 3 | 40 | 256 qam | 22 |
24 | 587000000 | 3.2 | 38 | 256 qam | 23 |
1 | Locked | 40.3 | 28 | 0 |
2 | Locked | 40.3 | 7 | 0 |
3 | Locked | 40.9 | 4 | 0 |
4 | Locked | 40.3 | 7 | 0 |
5 | Locked | 40.3 | 1 | 0 |
6 | Locked | 40.3 | 7 | 0 |
7 | Locked | 40.3 | 5 | 0 |
8 | Locked | 40.3 | 7 | 0 |
9 | Locked | 40.3 | 9 | 0 |
10 | Locked | 40.3 | 9 | 0 |
11 | Locked | 40.3 | 8 | 0 |
12 | Locked | 38.9 | 8 | 0 |
13 | Locked | 40.9 | 13 | 0 |
14 | Locked | 40.3 | 2 | 0 |
15 | Locked | 40.3 | 4 | 0 |
16 | Locked | 38.9 | 12 | 0 |
17 | Locked | 40.3 | 14 | 0 |
18 | Locked | 38.9 | 8 | 0 |
19 | Locked | 40.3 | 14 | 0 |
20 | Locked | 40.3 | 6 | 0 |
21 | Locked | 40.3 | 10 | 0 |
22 | Locked | 40.3 | 14 | 0 |
23 | Locked | 40.9 | 14 | 0 |
24 | Locked | 38.9 | 21 | 0
|
1 | 39399883 | 45.5 | 5120 | 64 qam | 4 |
2 | 46200075 | 45.5 | 5120 | 64 qam | 3 |
3 | 53699969 | 47 | 5120 | 64 qam | 2 |
4 | 60300004 | 45.5 | 5120 | 64 qam | 1 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
04-01-2022 15:24 - edited 04-01-2022 15:29
Stats all look spot on
Last time you were advised that there was a known network issue and I asked you to set up a BQM. So, can you post up the link to the live BQM so we can see these disconnects and also post the network logs so we can see if there is any "correlation". I am assuming the drops are on ethernet cable connected devices and not just wifi ones - is that correct?
Also check to see if there is actually a known fault at your location. As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.
EDIT: just saw you are in modem mode - so - what router and wireless equipment are you using ?
Have you tried changing the ethernet cable connection to a new Cat6a one - old ones can and do fail?
And have you put the Hub3 back into normal router mode for some time (perhaps overnight) to see if that clears the issue and BQM
on 04-01-2022 15:32
Thank you.
Using a Ubiquiti Unifi router and wireless access points. The problem occurred in the past before I upgraded to this, though. Ethernet cable won't make a difference; the SH can be seen to be rebooting/reinitialising via its front panel LEDs while the fault occurs.
Live graph here:
Network logs below. Nothing appears to correlate.
Time Priority Description
18/12/2021 16:00:11 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/12/2021 09:22:57 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/12/2021 09:22:57 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/12/2021 23:34:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/12/2021 17:33:54 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/12/2021 17:33:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/11/2021 20:11:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/11/2021 11:16:10 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/11/2021 11:16:10 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/11/2021 23:29:52 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/11/2021 21:58:37 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/11/2021 21:58:37 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/11/2021 04:32:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/11/2021 17:25:48 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/11/2021 17:25:48 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/11/2021 23:35:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/11/2021 13:31:35 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/11/2021 13:31:35 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/11/2021 04:24:59 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/11/2021 01:31:34 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 04-01-2022 15:39
No sign of a reboot in the log, looks like the hub has just lost connectivity to the CMTS. Need to look at the BQM and check on the phone for local problems.
04-01-2022 16:16 - edited 04-01-2022 16:18
Local faults line is 0800 561 0061
Thats an "interesting" cyclical looking BQM - sometimes seen it on other posts, where the user is in modem mode and using a 3d party router. You could try putting the Hub back to normal router mode (perhaps overnight) and see what happens to the BQM (will need to set another one going for the new i.p address)
@Tudor does yours look similar on you Ubiquiti kit ?
on 04-01-2022 22:20
@jbrennand no I’ve never seen a ‘sharks tooth’ BQM at all using Ubiquiti kit. Here is current BQM:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/5d2fc7c276c066befb4fa68fa32bcba040a352e3-04-01-2022
on 07-01-2022 15:14
Hello howardcanning86
Sorry to hear of the connection issues experienced, we appreciate the frustration this can cause and for the details and BQM provided.
From looking into the account all of the levels and spec's appear to be fine, I've taken a look at the hub and disconnections and it's not showing any for the last 7 days. In order to look into this further we'd need the hub taking out of modem mode. If you can let us know when you have done this we can take a closer look.
Rob