Menu
Reply
Highlighted
  • 15
  • 0
  • 0
Joining in
608 Views
Message 1 of 15
Flag for a moderator

Constant Disconnection Issues

Joining the voice of others having problems with constant disconnections. 

It started off with World of Warcraft (normal, not classic) and both myself and partner would get disconnected, must to her annoyance. It would vary how often it would happen, often it would be 30 minutes apart but sometimes it would only be 5 minutes. It only seemed to be affecting WoW though, nothing else seemed to be disconnecting.

Then I noticed that Battle.net was actually briefly disconnecting and then reconnecting so we would have the same issue on any Blizzard game running on Battle.net because as soon as they disconnect from Battle.net you generally get kicked off.

Then we tried chatting with our friends using my brothers Mumble server which he hosts on a Raspberry Pi and we got disconnected from Mumble at the same time that we get disconnected from WoW (even if your not on WoW as I had given up on WoW but was still on Mumble). Interestingly my brother is also with Virgin Media but not having an issues with connections to WoW.

Today I found a new one and decided to just load up MTG Arena as hadn't played in a while and that too I got brief disconnections from.

Getting really fed up, pay all this money for super fast broadband specifically for gaming as it is a life line to the outside world to me as I am disabled but currently I find myself cut off from this because I get too annoyed that I can't get anything done with all the disconnections.

I saw elsewhere it helped to post the Upstream, downstream and network log from the Hub and also I've got a Think Broadband BQM as well.

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

25800000

4.6

5120

32 qam

12

2

53699932

4.9

5120

64 qam

13

3

32600014

4.6

5120

64 qam

11

4

39399986

4.75

5120

64 qam

10



Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0



0 Kudos
Reply
Highlighted
  • 15
  • 0
  • 0
Joining in
607 Views
Message 2 of 15
Flag for a moderator

Re: Constant Disconnection Issues

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

299000000

-1.5

37

256 qam

21

2

139000000

1.2

37

256 qam

1

3

147000000

0.7

37

256 qam

2

4

155000000

0.5

37

256 qam

3

5

163000000

0.2

37

256 qam

4

6

171000000

0

37

256 qam

5

7

179000000

0

37

256 qam

6

8

187000000

-0.2

37

256 qam

7

9

195000000

-0.5

37

256 qam

8

10

203000000

-0.7

37

256 qam

9

11

211000000

-1

37

256 qam

10

12

219000000

-1

37

256 qam

11

13

227000000

-1.2

37

256 qam

12

14

235000000

-1.2

37

256 qam

13

15

243000000

-1.4

37

256 qam

14

16

251000000

-1.4

37

256 qam

15

17

259000000

-1.4

37

256 qam

16

18

267000000

-1.5

38

256 qam

17

19

275000000

-1.5

38

256 qam

18

20

283000000

-1.7

38

256 qam

19

21

291000000

-1.7

37

256 qam

20

22

307000000

-1.5

38

256 qam

22

23

315000000

-1.7

37

256 qam

23

24

323000000

-1.7

37

256 qam

24



Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.6

499

429

2

Locked

37.6

291

1279

3

Locked

37.3

234

1227

4

Locked

37.3

252

1223

5

Locked

37.6

417

1173

6

Locked

37.3

380

1190

7

Locked

37.6

453

1130

8

Locked

37.6

5033

131056

9

Locked

37.6

571

990

10

Locked

37.6

601

891

11

Locked

37.6

584

845

12

Locked

37.3

611

844

13

Locked

37.6

519

797

14

Locked

37.6

454

763

15

Locked

37.6

495

643

16

Locked

37.6

557

545

17

Locked

37.6

557

419

18

Locked

38.6

625

315

19

Locked

38.6

594

418

20

Locked

38.6

521

595

21

Locked

37.6

458

608

22

Locked

38.6

476

159

23

Locked

37.6

503

63

24

Locked

37.3

537

123

 

0 Kudos
Reply
Highlighted
  • 15
  • 0
  • 0
Joining in
606 Views
Message 3 of 15
Flag for a moderator

Re: Constant Disconnection Issues

Network Log

Time

Priority

Description

15/01/2020 19:25:54

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/01/2020 19:41:53

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/01/2020 18:41:5

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/01/2020 18:52:39

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/01/2020 10:31:15

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/01/2020 10:49:17

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2020 05:16:49

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2020 07:47:6

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2020 10:52:37

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2020 11:07:48

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2020 13:17:23

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2020 14:40:38

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2020 11:23:37

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2020 17:07:33

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2020 17:25:3

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2020 17:46:29

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/01/2020 10:59:23

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/01/2020 11:42:10

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/01/2020 11:59:28

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/01/2020 12:17:5

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply
Highlighted
  • 15
  • 0
  • 0
Joining in
518 Views
Message 4 of 15
Flag for a moderator

Re: Constant Disconnection Issues

Should I be having that many Post RS Errors? Especially channel 9. Its worse today at 166689 with the other channels still as bad as in the post I put up. The internet has been generally awful today. Slow, websites taking ages to load and often just unusable so much that I'm turning my WiFi off on my phone!

0 Kudos
Reply
Highlighted
  • 2.73K
  • 163
  • 348
Trouble shooter
496 Views
Message 5 of 15
Flag for a moderator

Re: Constant Disconnection Issues

It may be a good idea to carry out a factory reset on the Hub …

With the Hub Powered on use a paperclip or similar do a pinhole reset.

Depress the pinhole switch for a timed 60 seconds then release.

DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Once a steady white and no other lights are illuminated check again.

*********************************************************************************************************************************************

Mike Robinson


Ex UK Armed Forces
Computer Based Training and Learning Designer for many of the world's Military Arms.
0 Kudos
Reply
Highlighted
  • 15
  • 0
  • 0
Joining in
480 Views
Message 6 of 15
Flag for a moderator

Re: Constant Disconnection Issues

Thanks for that suggestion. Did the reset on the hub and the Post RS Errors has dropped to a normal level. Unfortunately this has done nothing to fixing the disconnect issue. Its completely unusable at the moment. The disconnects at best are happening every 5 to 20 minutes, at worse every 1 to 5 minutes (like at the moment). Its getting really annoying.

0 Kudos
Reply
Highlighted
  • 2.73K
  • 163
  • 348
Trouble shooter
475 Views
Message 7 of 15
Flag for a moderator

Re: Constant Disconnection Issues

Maybe time to set up a BQM at thinkbroadband.com - this will give you an insight into what is happening with the signal coming into the property, it will take a few hours to get any kind of trend showing.

*********************************************************************************************************************************************

Mike Robinson


Ex UK Armed Forces
Computer Based Training and Learning Designer for many of the world's Military Arms.
0 Kudos
Reply
Highlighted
  • 15
  • 0
  • 0
Joining in
471 Views
Message 8 of 15
Flag for a moderator

Re: Constant Disconnection Issues

I have one but it appears I forgot to post it in my original post.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cdd5d633babdf7d3732e895a413a999c185e6daa

The dropped packets would be when I did the factor reset on the Hub. Its been running for a couple of days now and I've not had many big spikes but plenty of small spikes but I think that could but put down to the other error issue that the reset solved but who knows. 

0 Kudos
Reply
Highlighted
  • 15
  • 0
  • 0
Joining in
392 Views
Message 9 of 15
Flag for a moderator

Re: Constant Disconnection Issues

So the Think Broadband BQM isn’t really showing many issues but WoW is still unplayable, Mumble is unusable and it just seems that a lot of things that used to run smoothly now lag. Tried playing Dauntless and that suffer from massive lag spikes when it never used to before I started having issues with WoW, although could be unrelated. Really though me and my partner want to be playing WoW but we can’t. I’m even considering getting a VPN to see if that will sort it but I don’t see why should have to pay more when I’m already paying a lot for Broadband. 

0 Kudos
Reply
Highlighted
  • 15
  • 0
  • 0
Joining in
354 Views
Message 10 of 15
Flag for a moderator

Re: Constant Disconnection Issues

Any chance of getting someone from VM to respond? Still getting disconnected and now getting packet losses at non peak times.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b07877a7e722740942f99ae60a10ce7081177f17-27-01-2020

Modem Downstream all looks okay although the modulation on one of the Upstream Channels looks a little low, don't know if that going to affect things.

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1462000174.875512064 qam9
2258000004.575512032 qam12
3326000004.675512064 qam11
4394000194.725512064 qam10

 

0 Kudos
Reply