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Asut112
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Constant Disconnections

In the last week I've been suffering from persistent disconnections when trying to play any online games.

 

Modem - VM Ambit 256

Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant

Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9

 

Connected to desktop PC via router (wired ethernet connection) and also laptop via wifi.

 

The disconnects last <1s but occur every 4-10 minutes all times of the day, which is enough to kick me back to logon screens in World of Tanks, Swtor and diablo 3, as well as losing connection to steam and battle.net clients. As you can imagine this is very annoying due to the fact by the time you've logged back its almost time for another dc. Disconnect also interrupts streaming video such as youtube and iplayer as well as file downloads over http in web browser.

 

Ping Plotter Graphs - http://imgur.com/a/IRuk8 from various times this weekend. Each red line is consistent with a disconnect from battle.net and World of Tanks which I was trying to play at the time

 

The issue occurs on both PC and Laptop as well as occurring when the router is removed and modem directly connected to PC.

 

http://www.thinkbroadband.com/ping/share/8c89d541b8ff98520cda121c838e782c-09-11-2015.html

 

 

Modem Logs -

 

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 226750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 0.7 dBmV
Downstream SNR : 37.7 dB

 

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 60
Upstream Frequency : 25800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 5120 Ksym/sec
Upstream transmit Power Level : 44.9 dBmV

 

Error log since hard reset wednesday night

 

Cable Modem Event Log
First Time Last Time Priority Description
Sat Nov 07 16:42:51 2015 Sat Nov 07 16:42:51 2015 Information (7) New UCD in effect
Sat Nov 07 16:42:51 2015 Sat Nov 07 16:42:51 2015 Information (7) Starting on-the-fly UCD change.
Sat Nov 07 16:42:51 2015 Sat Nov 07 16:42:51 2015 Information (7) Received a UCD message!
Sat Nov 07 05:18:29 2015 Sat Nov 07 05:18:29 2015 Information (7) BPI restart completed.
Sat Nov 07 05:18:29 2015 Sat Nov 07 05:18:29 2015 Warning (5) TEK Invalid - Invalid Key Sequence Number
Sat Nov 07 04:23:48 2015 Sat Nov 07 04:23:48 2015 Information (7) New UCD in effect
Sat Nov 07 04:23:48 2015 Sat Nov 07 04:23:48 2015 Information (7) Starting on-the-fly UCD change.
Sat Nov 07 04:23:48 2015 Sat Nov 07 04:23:48 2015 Information (7) Received a UCD message!
Thu Nov 05 14:10:36 2015 Thu Nov 05 14:10:36 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Nov 05 00:59:44 2015 Thu Nov 05 00:59:44 2015 Information (7) The s/w filename specified in the config file is the same as ...
Thu Nov 05 00:59:44 2015 Thu Nov 05 00:59:44 2015 Information (7) A software upgrade filename was specified in the config file.
Thu Nov 05 00:59:44 2015 Thu Nov 05 00:59:44 2015 Information (7) Authorized
Thu Nov 05 00:59:44 2015 Thu Nov 05 00:59:44 2015 Information (7) Registration complete!
Thu Nov 05 00:59:44 2015 Thu Nov 05 00:59:44 2015 Information (7) We registered with a DOCSIS 1.1 config file!
Thu Nov 05 00:59:44 2015 Thu Nov 05 00:59:44 2015 Information (7) Received a REG-RSP message from the CMTS...
Thu Nov 05 00:59:44 2015 Thu Nov 05 00:59:44 2015 Information (7) Sending a REG-REQ to the CMTS...
Thu Nov 05 00:59:44 2015 Thu Nov 05 00:59:44 2015 Information (7) CableModem SNMP configure complete
Thu Nov 05 00:59:43 2015 Thu Nov 05 00:59:43 2015 Information (7) IP init completed ok
Thu Nov 05 00:59:43 2015 Thu Nov 05 00:59:43 2015 Information (7) CableModem TFTP init ok
Thu Nov 05 00:59:43 2015 Thu Nov 05 00:59:43 2015 Information (7) CableModem DHCP client init ok
Thu Nov 05 00:59:43 2015 Thu Nov 05 00:59:43 2015 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Received a UCD message!
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok

 

 

 Thanks in advance.

 

 

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Re: Constant Disconnections

Hi Asut112,

 

Sorry to hear you're getting disconnections can I just check if these are from the internet itself or just from the games? 

I've checked your connection and while your stats are perfectly fine you are on an older package with an out dated modem. It may be worth calling our customer service team on 150 or 0345 454 1111 and they can work out the best deal for you and get a replacement hub out.


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Asut112
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Re: Constant Disconnections

Hi John_G

 

Just to confirm the drops are still occurring and are complete drops from the internet itself. Due to the fact they are so short they are barely noticeable when just web browsing. Occasionally the loading of a webpage will fail or stutter if trying to load during the disconnect, but the problem is with things that need a constant internet connection such as online connected games or file downloads.

 

Regards

Asut112

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Re: Constant Disconnections

Hi Asut112,

 

Thanks for confirming that. I've taken another look and can see a few T3s on the line this time which will likely the same as the drops you see at your end. I still can't see any cause for these and would usually book a technician to check everything over but I think it would be more worth your while to look at upgrading the package. 


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