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RideTheSkye
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Message 1 of 13
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Frequent internet dropouts and getting disconnected from games

Hi VM.

For the past 24 hours I have been getting frequent periods where my internet stops responding for a few seconds and it is causing videos I am watching to freeze or, more importantly, gets me kicked out of online games I am playing (such as Final Fantasy XIV). During these periods there is no internet activity and trying to refresh a webpage causes an error. These problems were particularly bad last night so I restarted my router to see if it would fix the problems, alas they have continued today. This is affecting all devices in my home regardless if connected via ethernet or wifi.

I have a broadband quality monitor which I always have running here: My BQM 

I will add the information from router over the next few posts.

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RideTheSkye
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Message 2 of 13
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Re: Frequent internet dropouts and getting disconnected from games

Status:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online
 

 

1Locked38.934730802325530
2Locked38.9582753461676
3Locked38.92474245412970
4Locked40.342105961069585
5Locked38.924071223552
6Locked40.33134550848531
7Locked40.31312618250
8Locked40.33850
9Locked40.31160
10Locked40.33580
11Locked40.33380
12Locked40.95370
13Locked40.33490
14Locked40.92540
15Locked40.32750
16Locked40.31620
17Locked40.32250
18Locked40.3610
19Locked40.3170
20Locked40.9330
21Locked40.3180
22Locked40.3110
23Locked40.3270
24Locked40.3270

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1139000000-3.538256 qam1
2147000000-3.538256 qam2
3155000000-2.738256 qam3
4163000000-2.740256 qam4
5171000000-2.438256 qam5
6179000000-2.540256 qam6
7187000000-240256 qam7
8195000000-2.240256 qam8
9203000000-240256 qam9
10211000000-2.240256 qam10
11219000000-240256 qam11
12227000000-2.240256 qam12
13235000000-2.240256 qam13
14243000000-2.540256 qam14
15251000000-2.540256 qam15
16259000000-2.540256 qam16
17267000000-2.440256 qam17
18275000000-240256 qam18
19283000000-1.440256 qam19
20291000000-1.240256 qam20
21299000000-0.440256 qam21
22307000000040256 qam22
233150000000.240256 qam23
243230000000.240256 qam24



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RideTheSkye
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Message 3 of 13
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Re: Frequent internet dropouts and getting disconnected from games

Upstream:

 

Upstream bonded channels

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

14620000051512064 qam3
26030000551512064 qam1
33939994251512064 qam4
45370000051512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0010
3ATDMA0010
4ATDMA0000
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RideTheSkye
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Message 4 of 13
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Re: Frequent internet dropouts and getting disconnected from games

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078-b.cm



Primary Downstream Service Flow

SFID90962
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID90961
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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RideTheSkye
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Message 5 of 13
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Re: Frequent internet dropouts and getting disconnected from games

Network Log

Time Priority Description

09/01/2022 19:29:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 19:28:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 19:28:34Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 18:54:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 14:43:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 14:43:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 14:43:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 12:22:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 09:36:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 03:29:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 03:15:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 02:57:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 02:57:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 02:27:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 02:19:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 01:27:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 01:26:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 01:10:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 01:09:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 01:02:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Kain_W
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Message 6 of 13
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Re: Frequent internet dropouts and getting disconnected from games

Hi RideTheSkye,

Thanks for posting and welcome to the community.

Sorry to see you were facing such issues on Sunday, from looking at your account I can't currently see any readings that could relate to any issues currently.

However I could see on the Sunday that you were experiencing a lot of latency/packet loss, has the situation improved since?

Let us know when you can,

Kain
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RideTheSkye
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Message 7 of 13
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Re: Frequent internet dropouts and getting disconnected from games

Hi VM,

This was seemingly fixed after an engineer visit last month but the problems appear to be starting again. Starting from Friday 4th I have been getting periods where I briefly lose connection to the internet, which coincides with high ping and also packet loss. It can happen at any time during the day but seems especially bad after 10pm. 

 

I have a Broadband Quality Monitor running here and I will attach images of it since last Friday. I will also paste the router information in the following posts.

4th7th5th6th8th

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RideTheSkye
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Message 8 of 13
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Re: Frequent internet dropouts and getting disconnected from games

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1331000000440256 qam25
2203000000240256 qam9
32110000001.940256 qam10
42190000001.940256 qam11
52270000001.940256 qam12
62350000001.940256 qam13
72430000001.540256 qam14
82510000001.540256 qam15
92590000001.540256 qam16
102670000001.740256 qam17
112750000001.740256 qam18
122830000002.240256 qam19
132910000002.540256 qam20
142990000003.440256 qam21
153070000003.740256 qam22
16315000000440256 qam23
17323000000440256 qam24
183390000003.740256 qam26
193470000003.540256 qam27
203550000003.440256 qam28
213630000003.240256 qam29
22371000000340256 qam30
233790000003.240256 qam31
24387000000340256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.91430612494
2Locked40.93038937619
3Locked40.3168421585
4Locked40.35879449379
5Locked40.35842244581
6Locked40.35594648195
7Locked40.35525748964
8Locked40.35370348418
9Locked40.35348849533
10Locked40.34272049125
11Locked40.93494936549
12Locked40.33644326045
13Locked40.33551015655
14Locked40.93323619931
15Locked40.32709513351
16Locked40.32245913193
17Locked40.91743814311
18Locked40.31742113117
19Locked40.91164814476
20Locked40.91163712005
21Locked40.9999513423
22Locked40.9884713871
23Locked40.9588313045
24Locked40.9619112112
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RideTheSkye
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Message 9 of 13
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Re: Frequent internet dropouts and getting disconnected from games

Upstream bonded channels

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

16030000047.5512064 qam1
23940004048512016 qam4
35370000047.8512064 qam2
44620009348.5512016 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0080
2ATDMA00160
3ATDMA0050
4ATDMA00140

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078-b.cm



Primary Downstream Service Flow

SFID91318
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID91317
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

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RideTheSkye
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Message 10 of 13
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Re: Frequent internet dropouts and getting disconnected from games

Network Log

Time Priority Description

05/02/2022 21:11:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2022 15:42:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:15:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:15:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:15:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:15:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:15:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:15:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:15:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:15:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:15:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:05:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:05:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:05:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:05:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:05:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:05:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:05:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 09:05:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 13:45:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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