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patrickk
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broadband cutting out

Hi guys my broadband has been rock solid since you last helped me out until the last day or two.

my broadband cut out last night while it was raining for a short while mid evening and ive noticed that the brown cover where the cable is coming into my flat is missing. I presume that is what is causing the problem. but when i log into my hub 3 on the hub over view on the front page ive noticed i get internet(Partial Service (US only)) logs will follow as i know i will be asked for them. any hep would be appreciated. edit Ive tried restarting and resetting the hub but the logs have stayed pretty much the same. although  ive only noticed the one drop out so far.

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patrickk
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Re: broadband cutting out

logs

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
155000000
Locked
Ranged Upstream Channel (Hz)
32599991
Locked
Provisioning State
Online
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patrickk
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Re: broadband cutting out

Downstream bonded channels

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

1155000000940256 qam3
21390000008.540256 qam1
31470000008.540256 qam2
41630000008.940256 qam4
5171000000940256 qam5
6179000000940256 qam6
71870000008.940256 qam7
81950000008.840256 qam8
92030000008.640256 qam9
102110000008.440256 qam10
11219000000840256 qam11
122270000007.440256 qam12
132350000006.840256 qam13
142430000006.840256 qam14
152510000007.540256 qam15
162590000007.840256 qam16
17267000000840256 qam17
182750000008.440256 qam18
192830000008.840256 qam19
202910000008.640256 qam20
212990000008.840256 qam21
223070000008.540256 qam22
233150000009.340256 qam23
243230000009.340256 qam24



Downstream bonded channels

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

1Locked40.3170
2Locked40.300
3Locked40.350
4Locked40.950
5Locked40.900
6Locked40.940
7Locked40.350
8Locked40.950
9Locked40.9190
10Locked40.950
11Locked40.950
12Locked40.340
13Locked40.300
14Locked40.960
15Locked40.3110
16Locked40.360
17Locked40.360
18Locked40.370
19Locked40.350
20Locked40.940
21Locked40.300
22Locked40.900
23Locked40.940
24Locked40.350
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patrickk
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Re: broadband cutting out

Upstream bonded channels

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

13259999142.5512064 qam3
23939999142.5512064 qam2
34620003642.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
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patrickk
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Re: broadband cutting out

Network Log
Time Priority Description
07/07/2021 00:16:28 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:15:58 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:15:8 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:14:38 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:14:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:14:18 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:14:16 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:13:48 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:13:18 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:12:28 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:11:58 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:11:8 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:10:38 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:08:29 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:08:7 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:07:59 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:07:9 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:06:39 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:05:49 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 00:05:19 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Re: broadband cutting out

Not looking good. Only 3 up channels not 4 and logs look awful. Down power levels are all high too (albeit in range).

Can you do a reset and set up a BQM as per below.
__________________________________________

Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time.

See if that sorts it.
____________________________-
Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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patrickk
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Re: broadband cutting out

Hi jbrennand thanks for replying; ive already tried a pinhole reset earlier after turning the hub off for 5 min and then back on again. in the meantime ive set up a think broadband monitor and will let it run for awhile. strangle this was the only drop out ive noticed it and just seemed  strange that  the logs seem similar before and after a restart and reset of the hub. wish i had noted the logs before the reset to compare now 🙄

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patrickk
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Re: broadband cutting out

Hi jbrennand ive started running the broadband monitor and heres the link  for the monitor  broadband monitor

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lotharmat
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Message 9 of 35
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Re: broadband cutting out

It does look a bit spiky so far!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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jbrennand
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Message 10 of 35
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Re: broadband cutting out

Since posting the data above, did you do the reset again and if so have you now got 3 up channels?

If not, try it again.

BQM looks longer - there are a few spikes and dropped packets though.

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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