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]

Just cleaned the connections and secured them again, with no cover, moisture obviously got in.

Oh if anybody interested, even though I paid for 2 weeks of crippled services, VM not interested in playing fair and giving me a simple credit, just greedy !!

[Wolfclaw]

Got my email from speed monitoring department, seems they couldn't get anything from my hub, weird that if it's working fine ????????

Anyway, was offered to terminate my contract, rang up and spoke to a human, 3  days later 2 weeks credited to account for crippled service, funny how nobody here would even offer to inquire, that's how shoddy VM can be !

[Corey_C]

Thanks for your posts and updates, Wolfclaw,

Glad to hear you have received the information from the broadband monitoring department. there are some communications and interactions that cannot be managed here from the within the forums and will require you to speak directly to those teams. Apologies.

Cheers,

Corey C

[Wolfclaw]

Well I spoke too soon, after a couple of weeks, network starting drop again, hub becomes unresponsive to it's own status page.

Same procedures, pin resets, fine for a little bit and off it goes again, it has to be the Superhub 3 or a cabinet issue, as this is a brand new top of the range router.

One back online speeds back to normal.

Live graph in signature.

Seriously now thinking of taking the offer to exit contract after decades with VM.

[Corey_C]

Sorry to see this iss till ongoing, Wolfclaw, 

Unfortunately I'm not able to identify the source of the issue from my diagnostics as everything is coming up within spec. If the option to cancel was offered then this will still be documented as part of the monitoring team's outcome. We'd hate to lose you as a customer however there isn't anything that I'm able to identity as a problem from this end.

Thanks,

Corey C

[Wolfclaw]

Well surely this now warrants an engineer to visit, I've done my part, and as I said, even spent £250 on a new router ???

An engineer is supposed to have been booked to fit a new cover to the outside connections, do the two jobs at the same time ???

[Corey_C]

I'll send you a private message to confirm your account details.

Cheers,

Corey C

[Corey_C]

Thanks for your messages and clearing data protection, Wolfclaw,

I have set up an engineer’s visit for you which you will be able to view from your online account here.

Cheers,
Corey C

[Wolfclaw]

Finally got in to hub for status check.

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	4	38	256 qam	3
4	163000000	4	38	256 qam	4
5	171000000	4.1	38	256 qam	5
6	179000000	4	38	256 qam	6
7	187000000	4	38	256 qam	7
8	195000000	3.7	38	256 qam	8
9	203000000	3.4	38	256 qam	9
10	211000000	3	38	256 qam	10
11	219000000	2.9	38	256 qam	11
12	227000000	2.7	38	256 qam	12
13	235000000	3.2	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	4	38	256 qam	18
19	283000000	4	38	256 qam	19
20	291000000	4	40	256 qam	20
21	299000000	4	38	256 qam	21
22	307000000	4.1	40	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	597	12677
2	Locked	38.6	875	10455
3	Locked	38.6	809	13283
4	Locked	38.6	423	14112
5	Locked	38.6	1323	15604
6	Locked	38.6	666	7035
7	Locked	38.6	2478	11567
8	Locked	38.6	2777	10848
9	Locked	38.9	2148	12523
10	Locked	38.9	623	13392
11	Locked	38.6	680	14011
12	Locked	38.9	524	13628
13	Locked	38.9	623	13843
14	Locked	38.9	281	16381
15	Locked	38.9	369	14438
16	Locked	38.9	636	13632
17	Locked	38.6	617	13673
18	Locked	38.9	557	13592
19	Locked	38.9	634	14069
20	Locked	40.3	298	14833
21	Locked	38.9	304	8998
22	Locked	40.3	470	9194
23	Locked	40.3	357	11081
24	Locked	40.9	512	9128

[Wolfclaw]

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	39400015	44	5120	64 qam	4

Upstream bonded 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