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Internet dropping out

Hi

For the last week I have been experiencing random dropouts and the router rebooting, and if I'm streaming it will freeze until it regains connection, on wired and wireless.

could someone please run a check.

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Re: Internet dropping out

Network Log

First TimeLast TimePriorityError NumberDescription
14/03/2017 13:44:17 GMT14/03/2017 13:44:17 GMTError (4)68010302DHCP WAN IP -
14/03/2017 13:43:46 GMT14/03/2017 13:43:46 GMTError (4)68000407TOD established
14/03/2017 13:43:33 GMT14/03/2017 13:43:33 GMTNotice (6)84000510Downstream Locked Successfully
14/03/2017 13:42:49 GMT14/03/2017 13:42:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:41:49 GMT14/03/2017 13:41:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:40:49 GMT14/03/2017 13:40:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:39:49 GMT14/03/2017 13:39:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:38:49 GMT14/03/2017 13:38:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:37:49 GMT14/03/2017 13:37:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:36:49 GMT14/03/2017 13:36:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:36:12 GMT14/03/2017 13:36:12 GMTError (4)67070100DBC-ACK not received
14/03/2017 13:36:10 GMT14/03/2017 13:36:10 GMTWarning (5)85010200TCS Partial Service
14/03/2017 13:35:56 GMT14/03/2017 13:35:56 GMTError (4)68010302DHCP WAN IP -
14/03/2017 13:35:25 GMT14/03/2017 13:35:25 GMTError (4)68000407TOD established
14/03/2017 13:35:13 GMT14/03/2017 13:35:13 GMTNotice (6)84000510Downstream Locked Successfully
14/03/2017 13:34:27 GMT14/03/2017 13:34:27 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:33:27 GMT14/03/2017 13:33:27 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:32:27 GMT14/03/2017 13:32:27 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:31:27 GMT14/03/2017 13:31:27 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/03/2017 13:30:27 GMT14/03/2017 13:30:27 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
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Message 3 of 11
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Re: Internet dropping out

Hi inkyhand, 

Thanks for the post! I am sorry to hear about your issues with your connection dropping out. I apologise for any inconvenience caused.

I have tested the connection from here and it would seem that your Hubs logs show a number of time outs inside and will need to be looked at by one of our engineers in order to resolve this.

I will send you as PM (purple envelope at the top) detailing what's required in order to proceed with making the booking. Please respond to me there and I'll get this all booked and secured for you.

Take care, 

Thanks, 

Adam.


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Message 4 of 11
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Re: Internet dropping out

Hi inkyhand,

Posting an update on here for community visibility of what's happening Smiley Happy

So I arranged the engineer appointment for you, on behalf of Adam who wasn't in at the time you replied. You've experienced ongoing issues since then and I've re-tested your connection.

Your Hub is reporting T3 timeouts and some instances of partial service - according to the log data you provided in your PM. My tests show T1 timeouts and intermittent instances of FEC's on the upstream segment to which your Hub connects. I have submitted this data over to Networks for further investigation and they've responded with a fault reference of F005199530.

I've noted this on your account and shall keep you notified of progress. Hopefully the network engineer, when assigned, will find out what's happening. I'll be in touch Smiley Happy

 


Jen
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Message 5 of 11
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Re: Internet dropping out

Hi inkyhand,

I've just checked on F005199530 for you and see that it was closed on the 30th. This is because the network errors abated before the network engineer could locate the source of the noise ingress. This does mean that there's a possibility of this recurring so please post an update on here if you have any further problems.

Thanks and all the best Smiley Happy


Jen
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Re: Internet dropping out

Hi Jen,

Thank you for the reply, things have settled but i did get a dropout today, so there is still a problem there, just not as bad Smiley Frustrated

Network Log

First TimeLast TimePriorityError NumberDescription
04/04/2017 17:06:29 GMT04/04/2017 17:06:29 GMTError (4)68010302DHCP WAN IP -
04/04/2017 17:05:59 GMT04/04/2017 17:05:59 GMTError (4)68000407TOD established
04/04/2017 17:04:58 GMT04/04/2017 17:04:58 GMTCritical (3)82000200No Ranging Response received - T3 time-out
04/04/2017 17:04:35 GMT04/04/2017 17:04:35 GMTCritical (3)82000200No Ranging Response received - T3 time-out
04/04/2017 17:04:25 GMT04/04/2017 17:04:25 GMTCritical (3)82000200No Ranging Response received - T3 time-out
04/04/2017 17:04:17 GMT04/04/2017 17:04:17 GMTCritical (3)82000200No Ranging Response received - T3 time-out
04/04/2017 17:04:16 GMT04/04/2017 17:04:16 GMTCritical (3)82000200No Ranging Response received - T3 time-out
04/04/2017 17:04:12 GMT04/04/2017 17:04:12 GMTNotice (6)84000510Downstream Locked Successfully
04/04/2017 17:03:36 GMT04/04/2017 17:03:36 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/04/2017 16:01:20 GMT04/04/2017 16:01:20 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/04/2017 13:56:48 GMT04/04/2017 13:56:48 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/04/2017 09:47:42 GMT04/04/2017 09:47:42 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/04/2017 01:29:35 GMT04/04/2017 01:29:35 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
03/04/2017 13:37:12 GMT03/04/2017 13:37:12 GMTError (4)68000411TOD error 4858 msec
02/04/2017 08:58:51 GMT02/04/2017 08:58:51 GMTWarning (5)66050310Auth Success - Web login successful.
01/04/2017 12:37:32 GMT01/04/2017 12:37:32 GMTError (4)68010302DHCP WAN IP -
01/04/2017 12:36:43 GMT01/04/2017 12:36:43 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
31/03/2017 17:29:48 GMT31/03/2017 17:29:48 GMTError (4)68000411TOD error 4745 msec
30/03/2017 04:09:10 GMT30/03/2017 04:09:10 GMTError (4)68010302DHCP WAN IP -

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID50N/AN/A49
Frequency (Hz)39400000N/AN/A46200000
Ranging StatusSuccessN/AN/ASuccess
Modulation64QAMN/AN/A64QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)43.75N/AN/A43.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts5000
T4 Timeouts0000

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID50N/AN/A49
Frequency (Hz)39400000N/AN/A46200000
Ranging StatusSuccessN/AN/ASuccess
Modulation64QAMN/AN/A64QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)43.75N/AN/A43.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts5000
T4 Timeouts0000

 

Regards

Adam

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Message 7 of 11
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Re: Internet dropping out

Hiya Adam,

 

Thanks for getting back to us.

 

I've checked your connection, there has been no time-outs reported within 2 days of the router being online and the SNR on the network is now running stable which is great.

 

Has there been any further disconnections in the past few days?

 

Speak soon

Sam


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Message 8 of 11
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Re: Internet dropping out

Hi Sam,

 

I'm afraid we are still experiencing these dropouts, it's starting to get annoying now, it seems stable for a few days then the dropouts start again.

Network Log

First TimeLast TimePriorityError NumberDescription
07/04/2017 19:40:58 GMT07/04/2017 19:40:58 GMTError (4)68010302DHCP WAN IP -
07/04/2017 19:40:27 GMT07/04/2017 19:40:27 GMTError (4)68000407TOD established
07/04/2017 19:40:15 GMT07/04/2017 19:40:15 GMTNotice (6)84000510Downstream Locked Successfully
07/04/2017 19:39:29 GMT07/04/2017 19:39:29 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:38:29 GMT07/04/2017 19:38:29 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:37:29 GMT07/04/2017 19:37:29 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:36:29 GMT07/04/2017 19:36:29 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:35:29 GMT07/04/2017 19:35:29 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:34:29 GMT07/04/2017 19:34:29 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:33:29 GMT07/04/2017 19:33:29 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:32:52 GMT07/04/2017 19:32:52 GMTError (4)67070100DBC-ACK not received
07/04/2017 19:32:50 GMT07/04/2017 19:32:50 GMTWarning (5)85010200TCS Partial Service
07/04/2017 19:32:35 GMT07/04/2017 19:32:35 GMTError (4)68010302DHCP WAN IP -
07/04/2017 19:32:04 GMT07/04/2017 19:32:04 GMTError (4)68000407TOD established
07/04/2017 19:31:53 GMT07/04/2017 19:31:53 GMTNotice (6)84000510Downstream Locked Successfully
07/04/2017 19:31:08 GMT07/04/2017 19:31:08 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:30:08 GMT07/04/2017 19:30:08 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:29:08 GMT07/04/2017 19:29:08 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:28:08 GMT07/04/2017 19:28:08 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/04/2017 19:27:08 GMT07/04/2017 19:27:08 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
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Message 9 of 11
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Re: Internet dropping out

Morning inkyhand,

I appreciate the reply and the network log you posted.

As I am unable to find any issues on the network that would cause these time-outs, I would like to arrange for an engineer appointment to check this over. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

Hope to hear from you soon

Sam


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Message 10 of 11
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Re: Internet dropping out

Hi Sam,

To be honest I haven't had much success with the engineers, and only had a visit the other week, they only seem to look at signal levels.

Would it be worth trying another Super hub?.

Had a look at the log and now starting to get T3 timouts, but it seems to be running ok at the moment (touch wood).

Regards

Adam

Network Log

First TimeLast TimePriorityError NumberDescription
10/04/2017 11:54:22 GMT10/04/2017 11:54:22 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
10/04/2017 09:43:36 GMT10/04/2017 09:43:36 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/04/2017 09:43:36 GMT10/04/2017 09:43:36 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/04/2017 09:43:34 GMT10/04/2017 09:43:34 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/04/2017 09:43:34 GMT10/04/2017 09:43:34 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/04/2017 09:43:32 GMT10/04/2017 09:43:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/04/2017 09:43:30 GMT10/04/2017 09:43:30 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/04/2017 09:43:28 GMT10/04/2017 09:43:28 GMTCritical (3)82000200No Ranging Response received - T3 time-out
09/04/2017 20:21:58 GMT09/04/2017 20:21:58 GMTError (4)68000411TOD error 4961 msec
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