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Ruthy60's avatar
Ruthy60
Joining in
2 years ago

Intermittent total internet loss - long term issue

Hello, I've been experiencing intermittent total internet loss for a while. It's normally a small duration of a few seconds, which causes problems, but it's been getting worse. I thought it was my network for a long time but I've directly connected a laptop to the hub via ethernet in router mode and it experiences the same losses.

This has continued despite getting a new hub when I recently updated packages. I have been logging the drops, and it will be for a few seconds every few hours. It happens pretty much daily This causes a knock on effect throughout the network though because it is a 100% disconnect. Sometimes there are periods where it will switch on and off rapidly over the space of a few minutes.

Error messages on the router network logs sometimes corresppond to these events directly, sometimes around the same time. I don't know much about the subject, so any help so I don't end up spending 10 hours on the phone would be nice.

 

Example log of internet loss ( American date format - 12th november )

Spoiler
11/12/2023 12:07:48 PMOnline14:07:56
11/12/2023 12:07:47 PMNo Internet connection0:00:01
11/12/2023 12:07:42 PMOnline0:00:05
11/12/2023 12:07:22 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:20
11/12/2023 12:07:19 PMOnline0:00:03
11/12/2023 12:04:48 PMNo Internet connection0:02:31
11/12/2023 12:04:44 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:04
11/12/2023 11:08:37 AMOnline0:56:07
11/12/2023 11:08:35 AMNo Internet connection. Wi-Fi/Ethernet OK0:00:02
11/12/2023 11:08:33 AMOnline0:00:02
11/12/2023 11:08:32 AMNo Internet connection. Wi-Fi/Ethernet OK0:00:01
11/12/2023 10:42:06 AMOnline0:26:26
11/12/2023 10:42:05 AMNo Internet connection. Wi-Fi/Ethernet OK0:00:01

Example errors from HUB network log

Spoiler
12-11-2023 12:06:09criticalNo Ranging Response received - T3 time-out;[removed mac addresses]
12-11-2023 12:06:04criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;[removed mac addresses]


Other examples of are "12-10-2023 01:24:16 critical 16 consecutive T3 timeouts while trying to range on upstream"

I don't know anything about the subject but a lot of the ones about t3 timeouts, sync timing errors, power level exceptions, Dynamic range winow violations, profile changes, happen around the internet drops. Lots of "critical" errors.


These are from today when resetting the router : 
22-11-2023 14:10:58warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;[removed]
22-11-2023 14:10:58warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[removed]
22-11-2023 14:10:58warningDynamic Range Window violation

ThinkBroadband monitor from today

Spoiler

Downstream power 

Spoiler

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
15070000004.439QAM 25613
2483000000438QAM 25610
34910000004.338QAM 25611
44990000004.538QAM 25612
55150000004.238QAM 25614
65230000004.339QAM 25615
7531000000438QAM 25616
85390000003.739QAM 25617
9547000000438QAM 25618
105550000004.139QAM 25619
115630000003.939QAM 25620
125710000003.939QAM 25621
135790000004.139QAM 25622
145870000004.239QAM 25623
155950000004.139QAM 25624
166030000004.239QAM 25625
176110000004.439QAM 25626
186190000004.439QAM 25627
196270000004.139QAM 25628
206350000004.439QAM 25629
21643000000539QAM 25630
226510000005.239QAM 25631
236590000005.539QAM 25632
246670000005.839QAM 25633
256750000006.439QAM 25634
266830000006.239QAM 25635
276910000005.939QAM 25636
286990000006.339QAM 25637
297070000006.539QAM 25638
307150000006.540QAM 25639
317230000006.440QAM 25640

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked3900
2Locked3800
3Locked3810
4Locked3800
5Locked3800
6Locked3900
7Locked3800
8Locked3900
9Locked3800
10Locked3900
11Locked3910
12Locked3900
13Locked3900
14Locked3900
15Locked3900
16Locked3900
17Locked3900
18Locked3900
19Locked3900
20Locked3900
21Locked3900
22Locked3900
23Locked3900
24Locked3900
25Locked3900
26Locked3900
27Locked3900
28Locked3900
29Locked3900
30Locked4000
31Locked4000

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)
159Locked416.7248965900

Upstream power :

Spoiler

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000049.85120QAM 641
14310000049.85120QAM 642
23660000049.35120QAM 643
330100000495120QAM 644
42360000048.85120QAM 645

3.0 Upstream channels

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61043.72KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2007400000000

 

 

9 Replies

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    • Ruthy60's avatar
      Ruthy60
      Joining in
      2 years ago

      Sorry for the delayed answer.

      I reset the router around 14:00 on  22-11-2023, so that log period of offline is that.

      Current network log :

      Spoiler

      Network Log

      Time Priority Description
      24-11-2023 11:00:23noticeGUI Login Status - Login Success from LAN interface
      24-11-2023 05:50:55warningDBC-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;
      24-11-2023 05:50:55noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      24-11-2023 05:10:29noticeUS 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;
      24-11-2023 05:10:29warningDBC-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;
      24-11-2023 05:00:23warningDBC-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;
      24-11-2023 05:00:23noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      24-11-2023 03:29:28warningDBC-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;
      24-11-2023 03:29:28noticeUS 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;
      23-11-2023 22:17:09noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-11-2023 22:17:09warningDBC-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;
      23-11-2023 21:08:33warningDBC-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;
      23-11-2023 21:08:33noticeUS 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;
      23-11-2023 20:56:22warningDBC-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;
      23-11-2023 20:56:22noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-11-2023 20:46:14noticeUS 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;
      23-11-2023 20:46:14warningDBC-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;
      22-11-2023 15:01:10noticeGUI Login Status - Login Success from LAN interface
      22-11-2023 14:37:53noticeGUI Login Status - Login Success from LAN interface
      22-11-2023 14:11:31noticeGUI Login Status - Login Success from LAN interface
      22-11-2023 14:11:07warningDBC-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;
      22-11-2023 14:11:07noticeUS 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;
      22-11-2023 14:11:03noticeREGISTRATION COMPLETE - Waiting for Operational status
      22-11-2023 14:10:58warningDynamic Range Window violation
      22-11-2023 14:10:58warningDynamic Range Window violation
      22-11-2023 14:10:58warningRNG-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;
      22-11-2023 14:10:58warningRNG-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;
      22-11-2023 14:10:57warningRNG-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;
      22-11-2023 14:10:57warningREG-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;
      22-11-2023 14:10:57warningRNG-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;
      22-11-2023 14:10:57warningDynamic Range Window violation
      22-11-2023 14:10:57warningDynamic Range Window violation
      22-11-2023 14:10:52noticeDS 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;
      22-11-2023 14:10:44warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-11-2023 14:10:42noticeHonoring MDD; IP provisioning mode = IPv4
      22-11-2023 14:10:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

      Also 
      Log of connection loss over same period :

      Spoiler

      Log

      Date and time Status Status duration
      11/24/2023 11:01:44 AMOnlineSee "Online for"
      11/24/2023 11:01:43 AMNo Internet connection. Wi-Fi/Ethernet OK0:00:01
      11/24/2023 6:02:55 AMOnline4:58:48
      11/24/2023 6:02:54 AMNo Internet connection. Wi-Fi/Ethernet OK0:00:01
      11/24/2023 6:02:46 AMOnline0:00:08
      11/24/2023 6:02:45 AMNo Internet connection. Wi-Fi/Ethernet OK0:00:01
      11/23/2023 11:06:13 PMOnline6:56:32
      11/23/2023 11:06:11 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:02
      11/23/2023 9:22:45 PMOnline1:43:26
      11/23/2023 9:22:43 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:02
      11/23/2023 7:24:33 PMOnline1:58:10
      11/23/2023 7:24:33 PMNo Internet connection. Wi-Fi/Ethernet OK0
      11/23/2023 6:10:42 PMOnline1:13:51
      11/23/2023 6:10:42 PMNo Internet connection. Wi-Fi/Ethernet OK0
      11/23/2023 5:46:13 PMOnline0:24:29
      11/23/2023 5:46:10 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:03
      11/23/2023 5:40:23 PMOnline0:05:47
      11/23/2023 5:40:22 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:01
      11/23/2023 5:40:19 PMOnline0:00:03
      11/23/2023 5:40:18 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:01
      11/23/2023 5:00:01 PMOnline0:40:17
      11/23/2023 4:59:58 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:03
      11/22/2023 2:11:52 PMOnline1 day 2:48:06
      11/22/2023 2:11:33 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:19
      11/22/2023 2:11:29 PMOnline0:00:04
      11/22/2023 2:08:56 PMNo Internet connection0:02:33
      11/22/2023 2:08:30 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:26
      11/22/2023 2:00:32 PMOnline0:07:58
      11/22/2023 1:56:43 PMNo Internet connection0:03:49
      11/22/2023 1:56:17 PMNo Internet connection. Wi-Fi/Ethernet OK0:00:26
      11/22/2023 3:09:06 AMOnline10:47:11
      11/22/2023 3:09:06 AMNo Internet connection. Wi-Fi/Ethernet OK0
      11/21/2023 11:57:18 PMOnline3:11:4

        

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        2 years ago

        Hi Ruthy 👋 Welcome to the community! Thank you for posting. 

        Sorry to hear about these issues with an intermittent connection. 

        Looking at things for you, the hub is showing 8 disconnections in the past month, but none in the past week -including any since your post. The last disconnection registering on the hub is from 12.11.23. 

        Are these issues that are you experiencing happening at the moment?

        There are also no issues for concern happening in the local area that would be affecting your connection in this way. 

        If you can let us know about the following it may help us identify the cause of the issue so we can offer further support;

        Are you seeing any change on the lights of the hub when this is happening? 

        Does it happen across multiple devices at the same time?

        Do you have any 3rd party equipment connected?

        Are you connecting via any VPN?

        Let us know! Thanks for your patience in the meantime! 🌞

         

         

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    In most cases the "DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value" warning is harmless. However, if the discrepancy is too large it can cause the cable modem to lose connection to the CCAP, possibly resulting in slow internet speeds, intermittent outages or complete loss of internet service.

    On your network: I don't like two DHCP routers for residential use, so put your hub into modem mode and connect everything to your switch.