Forum Discussion

AdamT3's avatar
AdamT3
Tuning in
11 months ago

Intermittent connection issues and dropouts

Hi,

 

for the past few months i have been experiencing intermittent issues with my broadband connection, frequent disconnects after large amounts of packet loss, normally the service comes back in 10-30 minutes but this is consistently impacting my work and my free time.

we had an engineer visit to see if they can rectify the problem, he mentioned the signal outside was fine so must have been a fault in the home but due to him seeing very strange information from our hub 4 he decided to replace it and other things (the place where the cable connects to on the wall for example).

he did mention that the way we have our internet setup (an ethernet cable running through 2 rooms into a small managed switch which would split the ethernet connection to 2/3 different devices) could be causing issues so if the issue returns that might be the problem. 

after the issue returned i removed the switch and just connected the ethernet cable directly to my computer and again the issue occurred, as i have now removed the device that he suggested might be causing it from the network surely this must be a network fault as he has replaced everything he can at the property.

i have had a thinkbroadband quality monitor running and this is what it looked like today when the issues happened again 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/63ae3a88579a1c57d53de707baea7c8a6a0a9412-17-03-2024

 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    I think the home network was just a red herring.  There is clearly a problem with your circuit as seen on the BQM.  Post your network log and all the DS and US power levels including the Pre and PostRS errors.

    We can comment further, thanks

  • Network Log

    Time Priority Description
    17-03-2024 11:58:43noticeGUI Login Status - Login Success from LAN interface
    17-03-2024 11:57:31noticeGUI Login Status - Login Success from LAN interface
    17-03-2024 11:56:52noticeGUI Login Status - Login Success from LAN interface
    17-03-2024 11:50:37noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:50:37warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:50:34noticeREGISTRATION COMPLETE - Waiting for Operational status
    17-03-2024 11:50:28warningDynamic Range Window violation
    17-03-2024 11:50:28warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:50:28warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:50:28warningDynamic Range Window violation
    17-03-2024 11:50:28warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:50:28warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:50:28warningDynamic Range Window violation
    17-03-2024 11:50:28warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:50:28warningDynamic Range Window violation
    17-03-2024 11:50:23noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:50:15warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:50:13noticeHonoring MDD; IP provisioning mode = IPv4
    17-03-2024 11:49:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:49:44criticalCable Modem Reboot because of - Reboot Timezone Change
    17-03-2024 11:49:44criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:46:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:46:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 11:46:27criticalCable Modem Reboot because of - pin-reset
  • 3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000004.342QAM 25625
    21390000004.142QAM 2561
    31470000003.141QAM 2562
    41550000003.642QAM 2563
    51630000004.242QAM 2564
    61790000004.242QAM 2566
    71870000004.642QAM 2567
    81950000004.842QAM 2568
    92030000004.742QAM 2569
    102110000004.842QAM 25610
    112190000004.542QAM 25611
    122270000004.242QAM 25612
    13235000000442QAM 25613
    142430000003.742QAM 25614
    152510000003.442QAM 25615
    162590000003.642QAM 25616
    172910000004.442QAM 25620
    182990000004.442QAM 25621
    193230000004.442QAM 25624
    203470000004.542QAM 25627
    213550000004.542QAM 25628
    223630000004.442QAM 25629
    233710000004.242QAM 25630
    243790000003.942QAM 25631
    253870000003.542QAM 25632
    263950000003.242QAM 25633
    274030000003.242QAM 25634
    284110000003.142QAM 25635
    294190000003.242QAM 25636
    30427000000342QAM 25637
    314350000003.242QAM 25638
    324430000003.242QAM 25639

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4200
    2Locked4210
    3Locked4100
    4Locked4210
    5Locked4210
    6Locked4220
    7Locked4210
    8Locked4200
    9Locked4200
    10Locked4210
    11Locked4200
    12Locked4220
    13Locked4200
    14Locked4200
    15Locked4220
    16Locked4210
    17Locked4230
    18Locked4210
    19Locked4210
    20Locked4200
    21Locked4210
    22Locked4210
    23Locked4200
    24Locked4200
    25Locked4220
    26Locked4200
    27Locked4200
    28Locked4200
    29Locked4200
    30Locked4200
    31Locked4200
    32Locked4200

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked420.7883436690
     
  • 3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000045.35120QAM 641
    14310000045.55120QAM 642
    23660000044.85120QAM 643
    33010000044.85120QAM 644
    42360000044.55120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0040

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61039.72KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2007400000000
  • yeah i assumed it wasnt my network but the engineer mentioned something about the switch backfeeding the hub which could be causing issues with it, i will reconnect it once ive recieved the new ethernet cable ive ordered (just wanted to rule that out as well)

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Looks like the log and power levels are okay but you’ve done a pinhole reset very recently so nothing to see.  Keep an eye on any T3 errors and PostRS errors rising over the next few days. 

    • AdamT3's avatar
      AdamT3
      Tuning in

      happened again, 

      https://www.thinkbroadband.com/broadband/monitoring/quality/share/63ae3a88579a1c57d53de707baea7c8a6a0a9412-17-03-2024

      theres 1 message in the networking log around the same time 

      Network Log

      Time Priority Description
      17-03-2024 21:45:15warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-03-2024 21:45:15noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-03-2024 21:40:14noticeGUI Login Status - Login Success from LAN interface
      17-03-2024 14:21:50warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

       

      • Zach_R's avatar
        Zach_R
        Forum Team

        Hi AdamT3,

        Thank you for your posts and welcome back to our community forums. We're here to help.

        I'm sorry to hear that you've been experiencing some issues with your connection recently. I've checked over things on our systems and I'm unable to detect any faults there currently that would explain this. Are you seeing any improvement at all today since your posts?

        Thanks,