Menu
Reply
Abueir
  • 3
  • 0
  • 0
Joining in
823 Views
Message 1 of 12
Flag for a moderator

Internet dropouts and hub reboots

Afternoon all, So i have a super hub 3, and my connection keeps dropping out, and my hub keeps rebooting.

This happens on both Wifi and cabled devices.

Ive tried to hard reset the device via the reset pin on the hub, and while it did reset the hub back to defaults, the issue still remians.

Ive even tried disabled the wifi, changing lan cables. and even changing plug sockets.

nothing has helped.

Modem stats are posted below.

(MAC Addresses have been removed)

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
483000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 483000000 2 40 256 qam 30
2 187000000 7 40 256 qam 7
3 195000000 6.3 40 256 qam 8
4 203000000 5 38 256 qam 9
5 211000000 3.5 40 256 qam 10
6 219000000 5 40 256 qam 11
7 227000000 5.3 40 256 qam 12
8 235000000 3.9 38 256 qam 13
9 243000000 2.9 40 256 qam 14
10 251000000 4.4 40 256 qam 15
11 259000000 4.8 40 256 qam 16
12 267000000 5 40 256 qam 17
13 275000000 4.9 40 256 qam 18
14 283000000 5 40 256 qam 19
15 291000000 5 40 256 qam 20
16 299000000 5.1 40 256 qam 21
17 307000000 5 40 256 qam 22
18 315000000 4.6 40 256 qam 23
19 323000000 4.3 40 256 qam 24
20 443000000 3.2 40 256 qam 25
21 451000000 2.9 40 256 qam 26
22 459000000 2.7 40 256 qam 27
23 467000000 2.4 40 256 qam 28
24 475000000 2.2 40 256 qam 29


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 1 0
2 Locked 40.9 41 0
3 Locked 40.9 28 0
4 Locked 38.9 21 0
5 Locked 40.3 17 0
6 Locked 40.9 25 0
7 Locked 40.3 21 0
8 Locked 38.9 16 0
9 Locked 40.3 16 0
10 Locked 40.3 9 0
11 Locked 40.9 16 0
12 Locked 40.9 16 0
13 Locked 40.9 13 0
14 Locked 40.3 11 0
15 Locked 40.9 9 0
16 Locked 40.3 15 0
17 Locked 40.3 11 0
18 Locked 40.3 12 0
19 Locked 40.3 8 0
20 Locked 40.9 8 0
21 Locked 40.3 6 0
22 Locked 40.3 6 0
23 Locked 40.9 6 0
24 Locked 40.9 7 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 4.25 5120 64 qam 1
2 39400000 4.2 5120 64 qam 2
3 32600000 4.2 5120 64 qam 3
4 25800000 4.175 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


Network Log
Time Priority Description
27/03/2020 13:48:43 notice LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:41:33 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;
27/03/2020 13:36:46 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:36:45 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:36:45 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:36:22 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:36:22 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:35:38 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:35:33 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:27:9 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:26:21 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;
27/03/2020 13:22:2 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:14:27 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:13:53 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:13:52 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 13:13:52 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:18 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 11:59:32 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 11:34:31 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 11:33:44 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;

0 Kudos
Reply
Robert_P1
  • 353
  • 62
  • 77
Forum Team (Retired)
Forum Team (Retired)
810 Views
Message 2 of 12
Flag for a moderator

Re: Internet dropouts and hub reboots

Do you have a switch or power line connected to the modem?

Here to help! I'm a technician helping out whilst working from home. Find out more


0 Kudos
Reply
Abueir
  • 3
  • 0
  • 0
Joining in
796 Views
Message 3 of 12
Flag for a moderator

Re: Internet dropouts and hub reboots

No switch or power line Ethernet at all, everything is directly connected to the hub.

0 Kudos
Reply
Robert_P1
  • 353
  • 62
  • 77
Forum Team (Retired)
Forum Team (Retired)
786 Views
Message 4 of 12
Flag for a moderator

Re: Internet dropouts and hub reboots

Is the modem in an upright position?
Do you use a VPN on any one of your devices?
Have you checked the modem has the correct power supply?
Have you changed any settings in GUI?
Is the modem connected through a cable that comes directly from the brown box outside or is there a splitter in between?

Here to help! I'm a technician helping out whilst working from home. Find out more


0 Kudos
Reply
Sythen
  • 264
  • 3
  • 10
Up to speed
778 Views
Message 5 of 12
Flag for a moderator

Re: Internet dropouts and hub reboots

Hi there, I'm a friend of his, he is out right now, so ill help give some more details.

Yes, the modem is in its upright position, and isn't overly warm.

No VPN's are being used on anything.

the PSU matches the voltage and current rating of the HUB

The Only settings that have been changed are the login credentials

Yes, the hub is directly connected to the drop coming in

0 Kudos
Reply
Umit_B
  • 12
  • 1
  • 0
Forum Team (Retired)
Forum Team (Retired)
752 Views
Message 6 of 12
Flag for a moderator

Re: Internet dropouts and hub reboots

I will suggest to disconnect all lan cables for a while just to make sure if any of those cable actually causes the problem  as we're technicians we have seen this issues on the field many times try it and keep posting your findings please 


Here to help! I'm a technician helping out whilst working from home. Find out more


0 Kudos
Reply
jbrennand
  • 22.57K
  • 2.41K
  • 4.04K
Very Insightful Person
Very Insightful Person
749 Views
Message 7 of 12
Flag for a moderator

Re: Internet dropouts and hub reboots

Stats look ok but the logs look awful.

Whilst waiting for VM input set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts - 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. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.

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.
0 Kudos
Reply
Sythen
  • 264
  • 3
  • 10
Up to speed
743 Views
Message 8 of 12
Flag for a moderator

Re: Internet dropouts and hub reboots

Network cables have been changed completely. And the issue still remains. 

 

I'll setup the bqm soon, but connection method dosent matter, as all the devices drop and the hub reboots.

0 Kudos
Reply
Sythen
  • 264
  • 3
  • 10
Up to speed
679 Views
Message 9 of 12
Flag for a moderator

Re: Internet dropouts and hub reboots

My Broadband Ping - Issue Connection

0 Kudos
Reply
Sythen
  • 264
  • 3
  • 10
Up to speed
617 Views
Message 10 of 12
Flag for a moderator

Re: Internet dropouts and hub reboots

Just for record, this is the first 24 hours (as the first graph is a live one)

f6a04b614d4ebc45a70d8611b45de97d4f1ac9cc-29-03-2020.png

0 Kudos
Reply