5th technician booked in 3 months, green flashing lights on router

[anscotland]

Hi all

I am a very disappointed customer as I have just booked the 5th technician to come over and fix my broadband issue since June. It's always the same problem, internet randomly stops working and lights flashing green on router, resetting and restarting does not help. The previous technicians have replaced all cables and splitters outside and inside, plus routers multiple times. The last technician at the end of July went to the street cupboard 'the pit' and I believe he connected us to a different port, although I can explain it correctly. I have logged complaints but they don't help as each time the technicians leave the house the issue seems to be fixed from their side. One of them actually said the whole installation should be dug up and laid down again.

We have lived in this address for over a year, we never had issues at our previous address. It seems to me like the issue is the original installation as since it was done in June 2022, we had a summer of issues  which returned this summer. 

Can anyone suggest anything else? The cherry on top is I work from home. I have tried all other avenues, see below the log from my router today:

Cable Modem Status

Item Status Comments
Acquired Downstream Channel (Hz)
195000000
Ranging
Ranged Upstream Channel (Hz)
Update in progress
undefined
Provisioning State
Offline

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 419000000 -5.2 38 256 qam 36


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 6 0

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


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts


Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file


Primary Downstream Service Flow
SFID
Max Traffic Rate
Max Traffic Burst
Min Traffic Rate


Primary Upstream Service Flow
SFID
Max Traffic Rate
Max Traffic Burst
Min Traffic Rate
Max Concatenated Burst
Scheduling Type


Welcome back!
Sign in to view or modify your Hub 3.0 settings.
Password


Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Network Log
Time Priority Description
01/01/1970 02:02:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:02:57 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:02:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:02:7 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:01:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:01:22 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:59:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:59:34 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:58:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:58:36 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:57:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:57:26 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:56:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:56:31 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS

Thank you

[anscotland]

Update: Broadband started working again after 9 hours of the router seeming updating. However Post RS Errors are worrying see below, we had issues with noise preciously which technicians advised were cleaned from the line:

Downstream bonded channels

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

1 227000000 -4.9 38 256 qam 12

2 139000000 -6.2 38 256 qam 1

3 147000000 -6.4 38 256 qam 2

4 155000000 -6 38 256 qam 3

5 163000000 -6 38 256 qam 4

6 171000000 -5.5 38 256 qam 5

7 179000000 -5.4 38 256 qam 6

8 187000000 -4.9 38 256 qam 7

9 195000000 -5 38 256 qam 8

10 203000000 -4.9 38 256 qam 9

11 211000000 -4.9 38 256 qam 10

12 219000000 -4.7 38 256 qam 11

13 235000000 -4.7 38 256 qam 13

14 243000000 -4.2 38 256 qam 14

15 251000000 -4.5 38 256 qam 15

16 259000000 -4 38 256 qam 16

17 267000000 -4 38 256 qam 17

18 275000000 -4.2 38 256 qam 18

19 283000000 -4.4 38 256 qam 19

20 291000000 -4.2 38 256 qam 20

21 299000000 -3.9 38 256 qam 21

22 307000000 -3.7 38 256 qam 22

23 315000000 -3.5 38 256 qam 23

24 323000000 -3 38 256 qam 24

Downstream bonded channels

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

1 Locked 38.6 416 12234

2 Locked 38.6 805 16251

3 Locked 38.6 609 16538

4 Locked 38.9 506 17471

5 Locked 38.6 479 14682

6 Locked 38.6 407 14037

7 Locked 38.6 363 11961

8 Locked 38.6 440 14902

9 Locked 38.9 413 12797

10 Locked 38.9 402 12733

11 Locked 38.9 438 13832

12 Locked 38.9 400 14318

13 Locked 38.6 398 13244

14 Locked 38.6 417 12971

15 Locked 38.9 398 12329

16 Locked 38.9 371 10402

17 Locked 38.9 374 11206

18 Locked 38.9 407 14071

19 Locked 38.6 401 10798

20 Locked 38.6 343 14196

21 Locked 38.6 368 12869

22 Locked 38.9 394 9803

23 Locked 38.9 482 8280

24 Locked 38.9 581 7193

[xicomen]

Setup a think broadband monitor 

[John_GS]

Hi @anscotland 

Thanks for posting and welcome to the community.

Sorry to hear of any broadband issues. I've not been able to locate you from the Forum details provided, I'll send you a PM now to assist further.

Best wishes.