Keep Loosing Internet Connection

[stantheman]

Hi,

VIP+ customer who previously using a VMNG300 modem + DLINK 615 router...absolutely faultless.

Anyhow the modem failed and i had to accept a SUPERHUB. The thing is despite all the firmware updates my connection is constantly lost everyday without fail sometimes many many times, when working it is great but the contant drop outs are wearing me down. Should have complained a long time ago but kept putting it off.

Connected directly to my 1st computer, wireless to 2nd computer and mobile phones x 2. Flood & Firewall de-selected

Can someone please help

Startup Procedure Procedure Status Comment Acquire Downstream Channel 298750000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK   Security Enabled BPI+

Downstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked Locked QAM256 82 55616000 Kbits/sec 298750000 Hz 0.0 dBmV 42.1 dB Hybrid Locked QAM256 81 55616000 Kbits/sec 290750000 Hz 0.5 dBmV 42.4 dB Hybrid Locked QAM256 85 55616000 Kbits/sec 306750000 Hz -0.4 dBmV 41.5 dB Hybrid Locked QAM256 86 55616000 Kbits/sec 314750000 Hz 0.2 dBmV 42.4 dB Hybrid Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

Upstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power Locked ATDMA 2 10240 Kbits/sec 35800000 Hz 41.5 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Primary Downstream Service Flow Downstream(0) SFID 4326 Max Traffic Rate 53000000 bps Max Traffic Burst 3044 bytes Mix Traffic Rate 0 bps Primary Upstream Service Flow Upstream(0) SFID 4325 Max Traffic Rate 5140000 bps Max Traffic Burst 1600 bytes Mix Traffic Rate 0 bps Max Concatenated Burst 1522 bytes Scheduling Type Best Effort

Current System Time:Sun Feb 05 14:17:01 2012

Time	Priority	Description
Sun Feb 05 14:21:26 2012	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Sun Feb 05 14:21:23 2012	Critical (3)	DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Sun Feb 05 14:21:17 2012	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Sun Feb 05 14:20:57 2012	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Sun Feb 05 14:20:37 2012	Critical (3)	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;
Sun Feb 05 13:55:00 2012	Critical (3)	DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Sun Feb 05 13:54:54 2012	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Sun Feb 05 13:54:50 2012	Warning (5)	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Sun Feb 05 13:54:50 2012	Warning (5)	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Sun Feb 05 13:54:43 2012	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Sat Feb 04 07:08:47 2012	Critical (3)	TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Thu Feb 02 08:48:58 2012	Critical (3)	SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Wed Feb 01 12:17:39 2012	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Sat Jan 28 12:18:22 2012	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 26 07:51:28 2012	Critical (3)	DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jan 17 09:22:25 2012	Critical (3)	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tue Nov 08 16:19:48 2011	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 07 19:28:32 2011	Critical (3)	DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 07 19:28:08 2011	Critical (3)	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;
Mon Oct 24 20:15:01 2011	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Sat Oct 22 13:03:11 2011	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Mon Oct 03 14:03:35 2011	Critical (3)	SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Sun Aug 28 15:30:50 2011	Critical (3)	TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Wed Aug 24 10:31:42 2011	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Sat Jul 30 22:18:11 2011	Critical (3)	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 17 14:04:44 2011	Critical (3)	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Time Not Established	Critical (3)	DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

[Benjamin_T]

Hi stantheman,

I've checked your connection and can see that the UBR which handles your connection is experiencing very high utilisation at peak times. I have raised this to our Network teams to investigate best methods to alleviate the load. As soon as we have some more information on this issue, we'll let you know.

[stantheman]

Thank you Benjamin, i await your feedback & am hoping for a sucessful resolution

[stantheman]

Could i have an update on this please i think i have waited long enough. My service is still as it was...very flakey & slow & i am on a premium service or at least paying for one.

Thanks

[Jen_A]

Hi stantheman,

I have sent you a PM regarding this.

And my apologies for stating in the message that you have a power level issue, in fact, there are a very high number of power adjustments.

Once you respond to the PM we shall be able to progress this.

[stantheman]

Thanks Jen PM sent

[stantheman]

Well i was told i needed an engineer to visit. This was promptly arranged....great!!!

So what happened with my visit, the guy who came (very polite & friendly) tested everything and said there was nothing wrong with my power levels etc and he suspected it was over utilisation in my area.

He said that the upgrades to the infrastructure that was rolling out for the double your speed increases would solve the issue and were not to far away from being implemented around here.

However he did some more investigation and told me i had interference on the line and it was this that was causing my contant dropouts. He said it would likely take 2 weeks to fix and he would call me back with a fault reference number. He called a week later 20th April to ask if my problems were solved yet. I said they were not and he said he would call me back in a week, but didn't give me a fault number. He has not been in touch since  and i am still having the same old problems.

Could someone please give me a heads up on this:

what is my fault reference number?

how is it being progressed and when is it likely to be resolved?

and why have i been forgotten, this is over 3 weeks since my visit?

[Lindsey_P]

Hi Stantheman,

Sorry that you've been experiencing problems and I apologise for the lack of communication you've experienced. I've checked the network segment that you're connected to and cannot find any issues over the past few days.

Can you please confirm whether or not you're experiencing difficulty with your connection?

[stantheman]

Hi,

Yes i am things are still as they were reported earlier, constant drop outs and times when very slow. I should now have a job number for the fault as detected by your engineer.

He was very clear thast there was no problem at my home and the fault lies elsewhere.

You say you see no issue but it has dropped out several times today?

[Dai_T]

Hi stantheman, 

I have sent you a Private Message. We'll be happy to progress things for you once we have received your reply.