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Area 20 disconnects

I have been WFH the past few weeks and throughout the day I am getting disconnections frequently. I would not normal notice it but with WFH it's become apparent something's not quite right with my setup. I've done the norm, reboots of the router, tightened the connections etc.. but I am still getting the disconnects. 

In the router status, I noted a load of "No Ranging Response received" errors, these tally with the drop outs.

Is there anything more I can check or is it time for a engineer ?

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Alessandro Volta
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Re: Area 20 disconnects

Is it happening on both wifi and ethernet cable connected devices?

Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and it will record any network dropouts. It does it 24/7/365 and it keeps a visual record of any/all/times of your network disconnections - on each day. It is useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM. Make sure you uncheck the “ignore ping from WAN side” box in the settings.

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

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Area 20 disconnects

 

Thanks for the reply. I'd forgotten I'd setup a BQM a while back.. I just logged back in and picked up my monitored connection.. it doesn't make for happy reading, (I tried to attach a screen capture of the graph).. #failed.

All the errors across the last week are corresponding with the drop outs...

 

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Alessandro Volta
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Re: Area 20 disconnects

It should be easy to post it up. I save the screen shots to my desktop and then in "Reply" the photos icon allows you to select and add them.
Or post up somewhere else and post a link.

Then, check all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing.  Also check that all looks good with the outside cabling and wall box. 

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return.   On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or the text at bottom-middle of first page up (Hub3) and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, &  network logs pages.  Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you.


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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Area 20 disconnects

Here we go ; We have a Hub 3.0 -

 

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
53699969
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 -3.2 38 256 qam 25
2 194750000 -0.5 38 256 qam 8
3 202750000 -1 38 256 qam 9
4 210750000 -0.9 38 256 qam 10
5 218750000 -1 38 256 qam 11
6 226750000 -1.2 38 256 qam 12
7 234750000 -1.2 38 256 qam 13
8 242750000 -1 38 256 qam 14
9 250750000 -1.4 38 256 qam 15
10 258750000 -1.7 38 256 qam 16
11 266750000 -1.2 38 256 qam 17
12 274750000 -1.7 38 256 qam 18
13 282750000 -1.2 38 256 qam 19
14 290750000 -1 38 256 qam 20
15 298750000 -0.9 38 256 qam 21
16 306750000 -1.4 38 256 qam 22
17 314750000 -1 38 256 qam 23
18 322750000 -1 38 256 qam 24
19 410750000 -2.9 38 256 qam 26
20 418750000 -2.5 38 256 qam 27
21 426750000 -2.4 38 256 qam 28
22 434750000 -2.9 38 256 qam 29
23 442750000 -2 38 256 qam 30
24 450750000 -2.4 38 256 qam 31


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 6 0
2 Locked 38.6 5 0
3 Locked 38.6 6 0
4 Locked 38.6 5 0
5 Locked 38.6 8 0
6 Locked 38.6 8 0
7 Locked 38.6 10 0
8 Locked 38.9 5 0
9 Locked 38.6 6 0
10 Locked 38.6 1 0
11 Locked 38.6 5 0
12 Locked 38.9 1 0
13 Locked 38.6 5 0
14 Locked 38.6 6 0
15 Locked 38.9 6 0
16 Locked 38.6 5 0
17 Locked 38.9 4 0
18 Locked 38.9 0 0
19 Locked 38.6 9 0
20 Locked 38.9 4 0
21 Locked 38.9 5 0
22 Locked 38.6 1 0
23 Locked 38.6 0 0
24 Locked 38.6 1 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53699969 4.7 5120 64 qam 5
2 25800000 4.55 5120 32 qam 4
3 32600056 4.55 5120 64 qam 3
4 39399959 4.55 5120 64 qam 2


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

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
,.iyewrkldJKDHSUBsgvca69834ncx


Primary Downstream Service Flow
SFID 24147
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 25043
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Network Log
Time Priority Description
04/11/2019 12:28:16 Warning! Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/11/2019 12:28:16 Warning! TCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/11/2019 12:28:46 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/11/2019 12:44:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/11/2019 12:44:50 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 12:15:26 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 13:51:17 critical Ranging Request Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 13:51:17 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 13:51:18 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 13:53:17 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 13:59:23 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 14:01:39 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 14:25:49 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 14:31:45 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 14:41:55 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 14:42:15 critical Ranging Request Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 14:42:15 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 14:42:15 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 14:44:15 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
05/11/2019 14:44:59 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

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Re: Area 20 disconnects

All stats are fine, there is one upstream on 32 QAM, but I believe VM will class this as ok. From the log I suspect there is a noise problem in your tea or on your circuit. Wait for a VM staff member to get to your post or phone customer services to see if it’s a known problem. 


Tudor
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Re: Area 20 disconnects

Sorry to hear that you've been having issues with your broadband services.

 

I would like to take a further look into your account but to clear account security, I would need to send you over a private message and them I can look into this for you.

 

Regards

Steven_L

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