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ConnorM1991
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Losing connection to xbox s

Hi,

I have a wired connection to my xbox series s with the 350mpbs package. Since about a couple of weeks ago it keeps randomly disconnecting me from the internet and then connects me again 20 seconds later. I've tested the xbox through my mobile hotspot and it works fine so i'm assuming an issue with the internet.

Please can someone help?!

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Adduxi
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Re: Losing connection to xbox s

Do any other devices drop connection?   Post your power levels and network log from the Hub and setup a BQM to monitor your incoming circuit  www.thinkbroadband.com/ping

Once done we can comment .

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Kath_F
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Re: Losing connection to xbox s

Hi ConnorM1991, 

Thanks for your post and a big welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having an issue with disconnections on your Xbox. 

Taking a look at the Hub, the downstream power levels are too high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 


I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.


Thanks,

Kath_F
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Kath_F
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Re: Losing connection to xbox s

Hi ConnorM1991, 

Thanks for coming back to me via private message with your information. 

I've gone to book the engineer but it looks as though you've already called in and arranged this with the team. 

Please let us know how the visit goes and if you need further help, you know where we are 🙂 

Thanks, 

Kath_F
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ConnorM1991
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Re: Losing connection to xbox s

Hi,

This has started happening again. Veru frustrating. I've copied all my network logs if someone is able to advise on a fix for this?

 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000009.540256 qam25
22030000007.340256 qam9
3211000000738256 qam10
42190000006.838256 qam11
52270000006.438256 qam12
62350000005.838256 qam13
7243000000638256 qam14
82510000006.540256 qam15
92590000006.840256 qam16
102670000006.538256 qam17
112750000006.538256 qam18
122830000006.838256 qam19
13291000000740256 qam20
142990000007.838256 qam21
153070000008.538256 qam22
163150000009.140256 qam23
173230000009.540256 qam24
183390000009.540256 qam26
193470000009.540256 qam27
20355000000940256 qam28
213630000008.540256 qam29
223710000008.438256 qam30
233790000008.438256 qam31
243870000008.138256 qam32


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.310
2Locked40.380
3Locked38.950
4Locked38.950
5Locked38.660
6Locked38.900
7Locked38.950
8Locked40.390
9Locked40.360
10Locked38.950
11Locked38.650
12Locked38.960
13Locked40.380
14Locked38.650
15Locked38.960
16Locked40.3190
17Locked40.330
18Locked40.350
19Locked40.980
20Locked40.350
21Locked40.3210
22Locked38.970
23Locked38.940
24Locked38.980
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ConnorM1991
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Re: Losing connection to xbox s

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940001743.3512064 qam2
22579999343.3512064 qam4
33260002643.3512064 qam3
44619998343.3512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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ConnorM1991
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Re: Losing connection to xbox s

Network Log

Time Priority Description
17/03/2022 18:56:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 15:08:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 19:17:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 05:02:27noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 05:02:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2022 10:43:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2022 17:02:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2022 17:02:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 08:21:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 05:02:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 05:02:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2022 23:33:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2022 17:02:27noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2022 17:02:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 06:50:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 05:02:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 05:02:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 15:18:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2022 17:02:27noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Adduxi
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Re: Losing connection to xbox s

The stats all look fine, so can't see any issues there.  Are you still using a direct wired connection to the Hub?

Setup a BQM here www.thinkbroadband.com/ping  and post the shared graph when done. 

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

 

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Kath_F
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Re: Losing connection to xbox s

Hi ConnorM1991, 

Thanks for coming back to us in the Community to update us on things. 

Looking at our systems, I can see that you cancelled the engineer visit. Whilst the issue may be intermittent, as there is a prolonged power level issue, it's worth having the visit so we can correct these levels. 

If you would like me to re-book the visit back in, just reply here and I can book a new appointment for you. 

Thanks, 

Kath_F
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