Constantly Losing Internet Connection

[Wolfclaw]

So for the last few days around 430pm-5pm my connection becomes unusable.

Today same again, did a reboot of Hub3, speed tests I'm getting 540/37 speeds, so looks OK, but connection just stalls.

Even trying to access Hub3 status page fails to load.

Pin reset and reconfigure back to modem mode, speeds back to normal and connection now stable.

I think its my configuration is off the mark, but would like a second opinion.

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

Primary Downstream Service Flow
SFID	1008314
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0
Primary Upstream Service Flow
SFID	1008313
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort
Network Log
Time	Priority	Description
01/01/1970 00:01	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 21:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 01:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 01:01	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2021 01:01	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 17:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 16:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 06:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 04:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 11:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 16:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 22:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 04:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 09:00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 16:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 06:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Wolfclaw]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 3.5 37 256 qam 1
2 147000000 3.5 38 256 qam 2
3 155000000 3.9 38 256 qam 3
4 163000000 4 38 256 qam 4
5 171000000 4 38 256 qam 5
6 179000000 4 38 256 qam 6
7 187000000 3.9 38 256 qam 7
8 195000000 3.7 38 256 qam 8
9 203000000 3.2 38 256 qam 9
10 211000000 2.9 38 256 qam 10
11 219000000 2.7 38 256 qam 11
12 227000000 2.7 38 256 qam 12
13 235000000 3 38 256 qam 13
14 243000000 3.5 38 256 qam 14
15 251000000 3.7 38 256 qam 15
16 259000000 4 38 256 qam 16
17 267000000 4.1 38 256 qam 17
18 275000000 3.9 38 256 qam 18
19 283000000 4 38 256 qam 19
20 291000000 4 38 256 qam 20
21 299000000 4 38 256 qam 21
22 307000000 4.1 38 256 qam 22
23 315000000 4 40 256 qam 23
24 323000000 4.3 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 5 0
2 Locked 38.6 4 0
3 Locked 38.6 5 0
4 Locked 38.6 4 0
5 Locked 38.9 5 0
6 Locked 38.6 6 0
7 Locked 38.6 6 0
8 Locked 38.9 6 0
9 Locked 38.9 5 0
10 Locked 38.9 7 0
11 Locked 38.9 5 0
12 Locked 38.6 0 0
13 Locked 38.9 5 0
14 Locked 38.9 6 0
15 Locked 38.9 0 0
16 Locked 38.9 5 0
17 Locked 38.9 5 0
18 Locked 38.9 5 0
19 Locked 38.9 4 0
20 Locked 38.9 5 0
21 Locked 38.9 1 0
22 Locked 38.9 6 0
23 Locked 40.3 5 0
24 Locked 40.3 5 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 43.3 5120 64 qam 5
2 46200000 44.3 5120 64 qam 3
3 53700000 44.8 5120 64 qam 2
4 39400000 43.8 5120 64 qam 4


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

[Wolfclaw]

Ok talked to support, no issues found, so logged with whatever department deals with this type of speed/connection issue, lets see if they come back in 24hrs quoted.

[SJT776]

Which location you in, I am in Peterborough and have had this fault for the last 2 weeks where it will just randomly conk out. It has just done it which is why I am here, glad it aint just me.

[Erdalnebi]

I live in Bromley and having same issue.I called help desk but no luck to resolve , 

[Wolfclaw]

Newcastle NE28.

24 hrs up and all I get is a standard we are monitoring for 30 days email, more lies from VM, seems you don't get a case reference when they are monitoring, sounds like a scam to not have to report issues in performance reports.

Took 1.5 hrs this morning to get a stable enough connection for both myself and wife to work from home via VPN, wonder if VM will automatically credit my account for a crippled service as per OFCOM rules or have to remind them.

After playing with my Asus router tonight as it's got some advanced scripts using Merlin firmware, if my upload goes past a few hundred KB/s, connection dies.

So no streaming again tonight and gaming is a struggle.

[Travis_M]

Hi @Wolfclaw

Thanks for posting on our community forum!

After looking into the account I can't see any apparent issues which would cause this, the signal levels are all in specification etc. I can see by looking at the BQM you had a small dropout but asides from that, this looks perfect. 

Does the broadband drop via both wired and wireless devices?

Regards

[Wolfclaw]

Hi, yes it drops when wired or across the 3 wifi channels my router supports or when modem is in router mode with just a single connection.

Had issues with this Hub3 from the moment it was installed and had engineer out to fiddle with it and have rebooted and pin reset it more times than I had in the years with the Hub2.

When you can't even access the routers own status page when nobody on the network, it has an issue and I think it should be replaced?

Internal network traffic is working great, multiple HD streams at any one time and the router hardly bats an eye.

[Serena_C]

Thanks for the details @Wolfclaw

I am sorry you are experiencing these problems with your Hub.

I have ran further diagnostics from our end and there are currently no issues showing. Does this only happen between 4.30-5pm?

Please can you perform a Pinhole reset on your Hub, by following these instructions exactly:

Disconnect all unneeded ethernet cables from the rear of the Hub.

With the Hub Powered on use a paperclip or similar (I use a mobile phone SIM Slot tool) and do a pinhole reset.

Depress the pinhole switch for a timed 60 seconds then release.

DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Let me know if this clears things up for you,

Serena

[Wolfclaw]

The dropouts are all the time, if I push the upstream, and have done all the reset and pin resets numerous times.

Today another painful day working from home with a crippled network, so last resort, pulled the Hub3 power for 15 minutes and pin reset.

Wiped my router to uploaded default emergency firmware from Asus, then installed latest firmware and configuration that I have used for the last two years pre-hub3.

Guess what, still crippled, so please don't tell me everything looks ok and do more pin resets, here's some nice pictures so you see what is going.

What you seeing is a Twitch stream with only me on a desktop connected, now followed immediately by a speed test, remember this is M500 package

and after that and you see the dropouts, nothing externally can be connected, not even the Hub3 own status page.

and now after a little pause to stop swearing, everybody but me disconnected, watching Twitch, yahoo it's back again

and then a quick drop out, followed by Twitch coming to life, followed by dropout

oh look it died again, followed by Twitch, followed by dead again

Lets wait a little

and now wait a bit longer and do a speedtest

and while this all happening, I'm watching the same Twitch stream on my Tablet using my phone as 4G hotspot, before anybody blames Twitch.

This is happening, if I try and send files back and forwards to work over VPN, Dropbox, anything.

So again, I ask for the Hub3 to replaced by an engineer, so he can fiddle with his magic handheld remote gizmo to ensure all is OK ?