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PK5
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Repeated loss of internet access

In May 2018 VM changed my Hub 2 to the new SH3. Since about that time I have had poor/sporadic internet access. All the cabling has been replaced (from hub down to local box on the street). I'm on my third new hub 3. VM stated there was "noise" on the line but that, I was told, was resolved. Despite VM having looked at the issue several times the issue persists and I lose connectively several times a day (Sonos radio stops working, lots of buffering on films/videos and very slow or failed web page access). Restarting Hub seems to make little difference. Or it only a difference for a short while - maybe a day. When I do have access the speed is good (both hard wired and over wifi).

I've run several continuous Ping tests (to google server 8.8.8.8). The results range from 5% loss up to over 25% loss - error message is "Request timed out".  Some days the internet is ok - other days it is very poor indeed. I'm struggling to identify/solve the issue. 

VM seem either incapable or unwilling to resolve the issue.  Any ideas/help?

Network Log

Hub 3.0

2018-11-21 02:15:16.00criticalNo Ranging Response received - T3 time-out;CM-MAC=***********;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
2018-11-25 17:50:02.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC==*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-11-27 01:20:05.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC==*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-11-29 10:14:18.00criticalNo Ranging Response received - T3 time-out;CM-MAC=4=*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-11-30 01:31:19.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=4=*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-11-30 18:10:24.00criticalNo Ranging Response received - T3 time-out;CM-MAC=4=*************;;CMTS-MAC=0=*************;CM-QOS=1.1;CM-VER=3.0;
2018-11-30 18:44:54.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=4=*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-11-30 19:49:16.00criticalNo Ranging Response received - T3 time-out;CM-MAC==*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-11-30 19:58:44.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC==*************;;CMTS-MAC==*************;:d2;CM-QOS=1.1;CM-VER=3.0;
2018-11-30 21:12:37.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC==*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-12-05 11:17:42.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-12-06 05:40:18.00criticalNo Ranging Response received - T3 time-out;CM-MAC==*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-12-06 09:48:45.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC==*************;CMTS-MAC==*************;CM-QOS=1.1;CM-VER=3.0;
2018-12-06 17:19:09.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC==*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 10:25:51.00criticalNo Ranging Response received - T3 time-out;CM-MAC==*************;;CMTS-MAC==*************;:d2;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 19:50:55.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC==*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-12-12 20:45:37.00criticalNo Ranging Response received - T3 time-out;CM-MAC==*************;;CMTS-MAC==********************;:d2;CM-QOS=1.1;CM-VER=3.0;
2018-12-13 11:35:55.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC==*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-12-14 03:20:58.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC==*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;
2018-12-14 15:02:56.00criticalNo Ranging Response received - T3 time-out;CM-MAC=*************;;CMTS-MAC==*************;;CM-QOS=1.1;CM-VER=3.0;

Downstream results from Hub

 

1299000000040256 qam21
2403000000-140256 qam28
3395000000-0.940256 qam27
4387000000-0.740256 qam26
5379000000040256 qam25
6323000000040256 qam24
7315000000040256 qam23
8307000000040256 qam22
9291000000-0.240256 qam20
10283000000-0.240256 qam19
11275000000-0.540256 qam18
12267000000-0.740256 qam17
13259000000040256 qam16
142510000000.540256 qam15
152430000000.740256 qam14
162350000001.240256 qam13
172270000001.540256 qam12
18219000000240256 qam11
19211000000240256 qam10
202030000002.240256 qam9
211950000002.540256 qam8
22187000000340256 qam7
23179000000340256 qam6
241710000003.240256 qam5

 
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Tudor
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Re: Repeated loss of internet access

We also need your upstream stats and Pre/Post errors.


Tudor
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PK5
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Message 3 of 8
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Re: Repeated loss of internet access

Thanks Tudor. Below are the upstream stats. I don't have pre/post errors. As I say, the issue has been ongoing (intermittently) since about May 2018 - when my Hub 2 was replaced with the SH3 and I did not record matters pre installation of the SH3.  

Version:1.0 StartHTML:000000221 EndHTML:000011496 StartFragment:000009130 EndFragment:000011404 StartSelection:000009130 EndSelection:000011378 SourceURL: Hub 3.0

12580000045.3512064 qam9
23940000046.5512064 qam5


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA0000

 

I have also, since 8 October, set up a Broadband Quality Monitor (using Think Broadband). I won't pretend to understand the results of that tracking but on nearly all days since 8 October the results show most of the day as red (dropped packets100%). I suspect the results are wrong in that my Broadband does work even when the BQM graph suggests 100% loss of packets.  I have been unable to insert an image of the BQM results into this forum note. 

Regards 

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Tudor
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Message 4 of 8
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Re: Repeated loss of internet access

All those stats are within the recommended range. The Pre/Post RS errors are at the end of the downstream figures. Best thing to do is contact customer services to see if there are any noise problems in your area.


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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PK5
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Re: Repeated loss of internet access

Thanks again. VM said there was previously noise on the line but then replaced the cabling along the street (and in my house). Following that they said no noise was found.  However, despite that I continue to face, on occasion, significant internet loss and repeated "hanging" of websites and buffering while using Firestick etc. These are not problems that existed when I had the Hub 2.  

I'm at a loss as to what the issue could be. As it is also an intermittent problem (occurring on different days and at different times during the day) it is hard to show/prove to VM that an issue exists.    Is there any programme that I could run on my PC or apple device that would monitor internet access - to try to narrow down what the issue might be? Also what is the significance of all the various error messages in the Log?

 

 

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Re: Repeated loss of internet access

Is the Firestick WiFi connected?


Tudor
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PK5
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Re: Repeated loss of internet access

Yes the Firestick is WiFi connected.  As are a couple of my Sonos units and then the mobile devices within the family  

PK5

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Moderator (Retired) John_G
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Re: Repeated loss of internet access

Hi PK5,

Sorry to hear you're getting drop outs. SNR (noise) issues can be quite complex and difficult to fix, often reoccuring following what was believed to be a fix.

I've tried to check your connection to see if there are any issues from our side but couldn't locate your account.

I've sent you a private message requesting some information so that i can look into this further. 


The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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