Broadband disconnect issue

[neilrmason]

Hi

Over the past few weeks I have noticed at certain times in the day my broadband drops and becomes very unresponsive. For the last few days this has been around 12 o'clock.

I have performed a factory reset, which appeared to help a bit, but upon reading the forum it would appear my issues might be worth further investigation. I Have run a Broadband Quality monitor for today which supports the issues I have experienced. I would say that I was not at home today when it happened.

I will try to post the hub connection data as well

 Thanks for any thoughts guidance next steps in advance

Neil

[neilrmason]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 411000000 7.5 37 256 qam 33
2 235000000 7.5 40 256 qam 13
3 243000000 7.5 40 256 qam 14
4 251000000 7.4 40 256 qam 15
5 259000000 7.4 40 256 qam 16
6 267000000 7.4 40 256 qam 17
7 275000000 7.4 40 256 qam 18
8 283000000 7.5 40 256 qam 19
9 291000000 7.9 40 256 qam 20
10 299000000 8 38 256 qam 21
11 307000000 7.9 40 256 qam 22
12 315000000 7.8 40 256 qam 23
13 323000000 7.6 38 256 qam 24
14 347000000 7.9 40 256 qam 25
15 355000000 7.8 40 256 qam 26
16 363000000 7.6 38 256 qam 27
17 371000000 7.5 38 256 qam 28
18 379000000 7.4 38 256 qam 29
19 387000000 7.3 38 256 qam 30
20 395000000 7.4 38 256 qam 31
21 403000000 7.4 38 256 qam 32
22 419000000 7.4 38 256 qam 34
23 427000000 7.4 40 256 qam 35
24 435000000 7 40 256 qam 36

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 6339 302884
2 Locked 40.3 541 0
3 Locked 40.3 787 0
4 Locked 40.3 1003 0
5 Locked 40.3 1254 0
6 Locked 40.3 1457 0
7 Locked 40.3 1820 0
8 Locked 40.3 1727 0
9 Locked 40.3 1662 0
10 Locked 38.9 2026 0
11 Locked 40.3 1991 0
12 Locked 40.3 2324 0
13 Locked 38.6 2960 0
14 Locked 40.3 2723 0
15 Locked 40.9 2610 0
16 Locked 38.9 3788 0
17 Locked 38.9 4726 0
18 Locked 38.6 5509 0
19 Locked 38.6 6121 0
20 Locked 38.6 5834 0
21 Locked 38.6 5378 0
22 Locked 38.6 5354 0
23 Locked 40.3 3688 0
24 Locked 40.9 3898 0

[neilrmason]

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 37.5 5120 64 qam 3
2 25800000 37 5120 64 qam 6
3 32600000 37.5 5120 64 qam 5
4 39400000 37.5 5120 64 qam 4

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 5 0
3 ATDMA 0 0 3 0
4 ATDMA 0 0 3 0

[neilrmason]

Network Log
Time Priority Description
08/09/2021 15:31:33 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 11:59:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 11:37:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 23:12:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 17:49:17 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 16:35:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 15:26:42 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 11:37:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 12:32:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 12:31:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 12:31:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 11:37:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 20:03:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:37:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 03:21:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 00:31:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 00:31:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 13:37:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 12:31:1 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 12:31:1 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Mmmmm. Only thing odd is the high RS error counts on Down channel one and some Up T3 errors.

Post up the Network logs as well

Can you start from a blank sheet like this and see what it looks like afterwards

----------------------------

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3's have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones in channel1) and several T3's you have a problem (noise) that only a Tech visit will sort.

[neilrmason]

Thanks John

Appreciate the rapid response.

I think the network logs should be there

I will follow your guidance and get back to you.....

Neil

[jbrennand]

Yep separate post - leapfrogged it 🙂

They arent great with lots of T3's showing. Lets see if they still occur after doing the checks

[neilrmason]

Updated post checks and switching router on / off. 

Will continue to monitor 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 411000000 7.5 38 256 qam 33
2 235000000 7.5 40 256 qam 13
3 243000000 7.5 40 256 qam 14
4 251000000 7.5 40 256 qam 15
5 259000000 7.5 40 256 qam 16
6 267000000 7.5 40 256 qam 17
7 275000000 7.5 40 256 qam 18
8 283000000 7.6 40 256 qam 19
9 291000000 8 40 256 qam 20
10 299000000 8.1 40 256 qam 21
11 307000000 8 40 256 qam 22
12 315000000 7.9 40 256 qam 23
13 323000000 7.6 40 256 qam 24
14 347000000 8 40 256 qam 25
15 355000000 8 40 256 qam 26
16 363000000 7.8 40 256 qam 27
17 371000000 7.5 38 256 qam 28
18 379000000 7.5 38 256 qam 29
19 387000000 7.5 38 256 qam 30
20 395000000 7.5 38 256 qam 31
21 403000000 7.5 38 256 qam 32
22 419000000 7.5 38 256 qam 34
23 427000000 7.5 40 256 qam 35
24 435000000 7.1 40 256 qam 36

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 7 0
2 Locked 40.3 5 0
3 Locked 40.9 6 0
4 Locked 40.9 5 0
5 Locked 40.3 2 0
6 Locked 40.3 6 0
7 Locked 40.3 6 0
8 Locked 40.9 5 0
9 Locked 40.3 4 0
10 Locked 40.3 6 0
11 Locked 40.3 5 0
12 Locked 40.3 4 0
13 Locked 40.3 5 0
14 Locked 40.9 6 0
15 Locked 40.3 5 0
16 Locked 40.9 6 0
17 Locked 38.9 7 0
18 Locked 38.9 4 0
19 Locked 38.6 7 0
20 Locked 38.6 4 0
21 Locked 38.6 5 0
22 Locked 38.6 8 0
23 Locked 40.3 5 0
24 Locked 40.9 7 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46199996 37.5 5120 64 qam 3
2 25799986 37.5 5120 64 qam 6
3 32599961 37.5 5120 64 qam 5
4 39399979 37.5 5120 64 qam 4

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

Network Log
Time Priority Description
08/09/2021 15:31:33 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 11:59:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 11:37:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 23:12:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 17:49:17 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 16:35:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 15:26:42 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 11:37:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 12:32:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 12:31:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 12:31:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 11:37:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 20:03:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:37:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 03:21:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 00:31:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 00:31:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 13:37:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 12:31:1 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 12:31:1 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

You can always get a few Pre RS errors, but yours look too high for the time period. Please post another set of stats in a couple of hours.

[neilrmason]

hi Tudor

stats as of 21:38 today 🙂

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 411000000 7.8 37 256 qam 33
2 235000000 7.8 40 256 qam 13
3 243000000 7.8 40 256 qam 14
4 251000000 7.6 40 256 qam 15
5 259000000 7.6 40 256 qam 16
6 267000000 7.6 40 256 qam 17
7 275000000 7.6 40 256 qam 18
8 283000000 7.9 40 256 qam 19
9 291000000 8 40 256 qam 20
10 299000000 8.4 40 256 qam 21
11 307000000 8.1 40 256 qam 22
12 315000000 8.1 40 256 qam 23
13 323000000 8 40 256 qam 24
14 347000000 8.1 40 256 qam 25
15 355000000 8.1 40 256 qam 26
16 363000000 8 40 256 qam 27
17 371000000 7.8 38 256 qam 28
18 379000000 7.8 38 256 qam 29
19 387000000 7.6 38 256 qam 30
20 395000000 7.8 38 256 qam 31
21 403000000 7.8 38 256 qam 32
22 419000000 7.6 38 256 qam 34
23 427000000 7.6 40 256 qam 35
24 435000000 7.4 40 256 qam 36

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 21 0
2 Locked 40.3 8 0
3 Locked 40.3 9 0
4 Locked 40.3 11 0
5 Locked 40.9 9 0
6 Locked 40.3 8 0
7 Locked 40.3 9 0
8 Locked 40.3 12 0
9 Locked 40.3 11 0
10 Locked 40.3 15 0
11 Locked 40.3 7 0
12 Locked 40.9 6 0
13 Locked 40.3 14 0
14 Locked 40.9 11 0
15 Locked 40.3 16 0
16 Locked 40.3 11 0
17 Locked 38.9 30 0
18 Locked 38.9 17 0
19 Locked 38.9 17 0
20 Locked 38.6 17 0
21 Locked 38.6 16 0
22 Locked 38.6 19 0
23 Locked 40.3 12 0
24 Locked 40.9 25 0

Upstream bonded channels

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

1	46199996	37.5	5120	64 qam	3
2	25799986	37.5	5120	64 qam	6
3	32599961	37.5	5120	64 qam	5
4	39399979	37.5	5120	64 qam	4

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

Nothing new on the Network log