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ireneleeyip
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Message 1 of 26
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Keep losing internet connection every few hours

It happen since this Sat, internet connection will lose and I have to restart the hub to regain connection every few hours. Have try both wireless and cable, result the same, thus, I am quite sure it is not wireless or cable issue, the whole hub just lose connection

 

 

ownstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)507000000459000000467000000475000000483000000491000000499000000515000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID1378910111214
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)11.2911.8611.7911.7712.0412.0311.6611.43
RxMER (dB)38.6138.2638.2638.2639.4039.4038.9838.61
Pre RS Errors388479939890978308945948
Post RS Errors290297936890978308945948

 

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID49N/AN/A50
Frequency (Hz)46200000N/AN/A39400000
Ranging StatusSuccessOtherOtherSuccess
Modulation64QAMN/AN/A64QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)45.00N/AN/A45.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
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Superuser
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Message 2 of 26
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Re: Keep losing internet connection every few hours

Your downstream power levels suck You'll likely need an engineer. Ive flagged for staff


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Message 3 of 26
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Re: Keep losing internet connection every few hours

Hi ireneleeyip,

 

Thanks for taking the time to post on the community.

 

Sorry to read that you are experiencing intermittent broadband connection.

 

As Kippies mentioned there is an issue with the downstream power levels and for this I can arrange an engineer appointment for you to get these adjusted. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please. Once you have replied I can go ahead with the appointment.

 

Hope to hear from you soon

Sam


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ireneleeyip
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Message 4 of 26
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Re: Keep losing internet connection every few hours, update after engineer visit, issue remain unresolve

Engineer visit today, and he say everything looks fine, replace the hub

but the issue wasnt resolve, I am still experiencing constant drop about every 1-1.5hr

I would say it is more likely some issue to the cable out in the street

as I recall some contractor was working in a cable man hole around the time this issue initially occurs

Network Log

First Time Last Time Priority Error Number Description
01/12/2016 15:59:23 GMT 01/12/2016 15:59:23 GMT Error (4) 68010302 DHCP WAN IP - Removed
01/12/2016 15:58:47 GMT 01/12/2016 15:58:47 GMT Error (4) 68000407 TOD established
01/12/2016 15:58:38 GMT 01/12/2016 15:58:38 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
01/12/2016 15:58:35 GMT 01/12/2016 15:58:35 GMT Notice (6) 84000510 Downstream Locked Successfully
01/12/2016 15:58:20 GMT 01/12/2016 15:58:20 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 15:57:58 GMT 01/12/2016 15:57:58 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 15:57:16 GMT 01/12/2016 15:57:16 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 15:55:52 GMT 01/12/2016 15:55:52 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 15:53:03 GMT 01/12/2016 15:53:03 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 15:47:26 GMT 01/12/2016 15:47:26 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 15:10:16 GMT 01/12/2016 15:10:16 GMT Warning (5) 66050310 Auth Success - Web login successful.
01/12/2016 15:06:48 GMT 01/12/2016 15:06:48 GMT Error (4) 68010302 DHCP WAN IP -Removed
01/12/2016 15:06:13 GMT 01/12/2016 15:06:13 GMT Error (4) 68000407 TOD established
01/12/2016 15:06:05 GMT 01/12/2016 15:06:05 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
01/12/2016 15:06:05 GMT 01/12/2016 15:06:05 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
01/12/2016 15:05:59 GMT 01/12/2016 15:05:59 GMT Notice (6) 84000510 Downstream Locked Successfully
01/12/2016 15:05:44 GMT 01/12/2016 15:05:44 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 15:05:23 GMT 01/12/2016 15:05:23 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 15:04:41 GMT 01/12/2016 15:04:41 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 15:03:17 GMT 01/12/2016 15:03:17 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4

 

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz) 507000000 459000000 467000000 475000000 483000000 491000000 499000000 515000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 13 7 8 9 10 11 12 14
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV) 2.15 2.77 2.70 2.76 2.97 2.94 2.22 2.35
RxMER (dB) 38.26 38.26 38.26 38.26 39.40 38.98 38.61 38.98
Pre RS Errors 1089 427 309 934 893 927 289 925
Post RS Errors 1007 301 307 934 893 927 289 925

 

Upstream   US-1 US-2 US-3 US-4

Channel Type 2.0 N/A N/A 2.0
Channel ID 50 N/A N/A 52
Frequency (Hz) 39400000 N/A N/A 25800000
Ranging Status Success N/A N/A Success
Modulation 64QAM N/A N/A 64QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 45.00 N/A N/A 43.25
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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ireneleeyip
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Message 5 of 26
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Re: Keep losing internet connection every few hours, update after engineer visit, issue remain unresolve

come on, losing connection every single hour is very very very annoying, especially i m using IP voice call or internet meeting
Network Log
First Time Last Time Priority Error Number Description
01/12/2016 23:00:28 GMT 01/12/2016 23:00:28 GMT Error (4) 68000407 TOD established
01/12/2016 23:00:20 GMT 01/12/2016 23:00:20 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
01/12/2016 23:00:15 GMT 01/12/2016 23:00:15 GMT Notice (6) 84000510 Downstream Locked Successfully
01/12/2016 22:59:57 GMT 01/12/2016 22:59:57 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 22:59:36 GMT 01/12/2016 22:59:36 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 22:58:54 GMT 01/12/2016 22:58:54 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 22:57:29 GMT 01/12/2016 22:57:29 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 22:54:40 GMT 01/12/2016 22:54:40 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 22:49:03 GMT 01/12/2016 22:49:03 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 22:08:26 GMT 01/12/2016 22:08:26 GMT Error (4) 68010302 DHCP WAN IP -
01/12/2016 22:07:50 GMT 01/12/2016 22:07:50 GMT Error (4) 68000407 TOD established
01/12/2016 22:07:43 GMT 01/12/2016 22:07:43 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
01/12/2016 22:07:39 GMT 01/12/2016 22:07:39 GMT Notice (6) 84000510 Downstream Locked Successfully
01/12/2016 22:07:22 GMT 01/12/2016 22:07:22 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 22:07:01 GMT 01/12/2016 22:07:01 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 22:06:18 GMT 01/12/2016 22:06:18 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 22:04:54 GMT 01/12/2016 22:04:54 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 22:02:05 GMT 01/12/2016 22:02:05 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 21:56:28 GMT 01/12/2016 21:56:28 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
01/12/2016 21:15:53 GMT 01/12/2016 21:15:53 GMT Error (4) 68010302 DHCP WAN IP -
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Superuser
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Message 6 of 26
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Re: Keep losing internet connection every few hours, update after engineer visit, issue remain unresolve

The engineer has obviously done something as your downstream power levels are now fine. Those T3 timeouts in your log could correspond to dropouts your side though. Lets get staff to take take another look.

 


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Message 7 of 26
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Re: Keep losing internet connection every few hours, update after engineer visit, issue remain un...

Morning ireneleeyip,

 

Thanks for getting back to me.

 

Apologies that you are still experiencing intermittent connection.

 

At the moment the Super Hub is showing as offline and not polling any data for me to check your line. If you can let me know when you are back online I can look further into this for you. 

 

Speak soon

Sam


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ireneleeyip
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Message 8 of 26
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Re: Keep losing internet connection every few hours, update after engineer visit, issue remain un...

Thanks for the quick reply

how do keep it online? i never switch the power off

do it have to keep some connecting device on? i will just do some streaming to keep it alive then

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Message 9 of 26
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Re: Keep losing internet connection every few hours, update after engineer visit, issue remain un...

Hiya,

 

The router is now showing as online, thank you.

 

I know the router has not been on for a long time, so it is not showing any time-outs at present. Are the disconnections occuring on both wired and wireless devices?

 

Can you create a Broadband Quality Monitor in the meantime as this will check the performance/lpacket loss/latency of the connection please? If you do set up the BQM make sure that you go into your router settings > Advanced Settings > Ping > and tick Respond to ICMP echo requests sent to WAN IP.

 

Let me know how you get on

Sam


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ireneleeyip
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Message 10 of 26
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Re: Keep losing internet connection every few hours, update after engineer visit, issue remain un...

 

edit: i can confirm is still happening

an update on the log

 

Network Log

First TimeLast TimePriorityError NumberDescription
02/12/2016 12:08:53 GMT02/12/2016 12:08:53 GMTError (4)68000407TOD established
02/12/2016 12:08:46 GMT02/12/2016 12:08:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
02/12/2016 12:08:41 GMT02/12/2016 12:08:41 GMTNotice (6)84000510Downstream Locked Successfully
02/12/2016 12:08:26 GMT02/12/2016 12:08:26 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 12:08:05 GMT02/12/2016 12:08:05 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 12:07:24 GMT02/12/2016 12:07:24 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 12:06:00 GMT02/12/2016 12:06:00 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 12:03:11 GMT02/12/2016 12:03:11 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 11:57:33 GMT02/12/2016 11:57:33 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 11:35:27 GMT02/12/2016 11:35:27 GMTWarning (5)66050310Auth Success - Web login successful.
02/12/2016 11:16:53 GMT02/12/2016 11:16:53 GMTError (4)68010302DHCP WAN IP -
02/12/2016 11:16:20 GMT02/12/2016 11:16:20 GMTError (4)68000407TOD established
02/12/2016 11:16:15 GMT02/12/2016 11:16:15 GMTCritical (3)82000200No Ranging Response received - T3 time-out
02/12/2016 11:16:11 GMT02/12/2016 11:16:11 GMTNotice (6)84000510Downstream Locked Successfully
02/12/2016 11:15:59 GMT02/12/2016 11:15:59 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 11:15:38 GMT02/12/2016 11:15:38 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 11:14:56 GMT02/12/2016 11:14:56 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 11:13:31 GMT02/12/2016 11:13:31 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 11:10:42 GMT02/12/2016 11:10:42 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/12/2016 11:05:05 GMT02/12/2016 11:05:05 GMTError (4)68010100DHCP RENEW sent - No response for IPv4

 

 

Here the BQM, please ignore the 100% packet lose around 11am, I turn it if off for a small period of time

My Broadband Ping - Constant dropping

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