Broadband dropping

[CptBlack]

Hi

my broadband keeps dropping out about once every couple of days. I've tried resetting my router to default and made sure everything is connected. I can see lots of errors in pre and post RS? The helpdesk keep telling me it's because there are 12 devices connected to the router and that's what's causing my outage, even though most of them are smart plugs and a roomba which don't really use the broadband?

Thanks

Downstream bonded channels

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

1	331000000	0.3	42	QAM 256	25
2	139000000	1	42	QAM 256	1
3	147000000	1	42	QAM 256	2
4	155000000	1	42	QAM 256	3
5	163000000	1	42	QAM 256	4
6	171000000	1.1	42	QAM 256	5
7	179000000	1.2	42	QAM 256	6
8	187000000	1.3	42	QAM 256	7
9	195000000	1.6	42	QAM 256	8
10	203000000	1.6	42	QAM 256	9
11	211000000	1.7	42	QAM 256	10
12	219000000	1.6	42	QAM 256	11
13	227000000	1.4	42	QAM 256	12
14	235000000	1.3	42	QAM 256	13
15	243000000	1.1	42	QAM 256	14
16	251000000	0.8	42	QAM 256	15
17	259000000	0.5	42	QAM 256	16
18	267000000	0.3	42	QAM 256	17
19	275000000	0	42	QAM 256	18
20	283000000	0.1	42	QAM 256	19
21	291000000	0.1	42	QAM 256	20
22	299000000	0.1	42	QAM 256	21
23	307000000	0.1	42	QAM 256	22
24	315000000	0.2	42	QAM 256	23
25	323000000	0.2	42	QAM 256	24
26	339000000	0.1	42	QAM 256	26
27	347000000	0.1	42	QAM 256	27
28	355000000	0.1	42	QAM 256	28
29	363000000	0	42	QAM 256	29
30	371000000	0.1	42	QAM 256	30
31	379000000	0.1	42	QAM 256	31

Downstream bonded channels

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

1	Locked	42	599	194
2	Locked	42	364	57
3	Locked	42	1144	342
4	Locked	42	858	174
5	Locked	42	1007	258
6	Locked	42	2063	455
7	Locked	42	1570	365
8	Locked	42	1043	289
9	Locked	42	1268	332
10	Locked	42	1523	334
11	Locked	42	459	131
12	Locked	42	1047	283
13	Locked	42	1178	308
14	Locked	42	1286	367
15	Locked	42	1504	331
16	Locked	42	1095	300
17	Locked	42	1483	424
18	Locked	42	1010	345
19	Locked	42	1149	356
20	Locked	42	1355	406
21	Locked	42	1591	380
22	Locked	42	1377	338
23	Locked	42	773	242
24	Locked	42	1366	354
25	Locked	42	1099	328
26	Locked	42	1299	232
27	Locked	42	1603	390
28	Locked	42	968	328
29	Locked	42	927	290
30	Locked	42	841	241
31	Locked	42	778	280

19-03-2022 01:49:43	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:49:22	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 22 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:49:20	warning	MDD message timeout;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:48:40	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:48:16	notice	REGISTRATION COMPLETE - Waiting for Operational status
19-03-2022 01:48:09	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:48:04	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:48:02	notice	Honoring MDD; IP provisioning mode = IPv4
19-03-2022 01:47:55	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:47:51	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:47:44	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:47:43	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:47:43	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:47:43	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:47:42	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:47:31	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:47:29	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:46:59	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 21 22 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:46:59	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:46:45	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:46:44	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-
19-03-2022 01:46:43	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:46:42	warning	MDD message timeout;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:46:40	warning	MDD message timeout;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:46:40	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:46:38	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 01:44:45	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19-03-2022 00:43:26	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
17-03-2022 23:36:09	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
17-03-2022 23:33:53	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-
17-03-2022 23:33:48	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
17-03-2022 22:58:00	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 7 10 11 17 18 19 20 22 23 24 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

[CptBlack]

Upstream bonded channels

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

1	60300000	40.3	5120	QAM 64	1
2	53700000	40.3	5120	QAM 64	2
3	46200000	40.3	5120	QAM 64	3
4	39400000	40.5	5120	QAM 64	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	1	0	0
2	ATDMA	0	1	0	0
3	ATDMA	0	1	0	0
4	ATDMA	0	1	0	0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

cmreg-vmdg660-bbt057-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

123264

117000047 bps

42600 bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

123263

10500047 bps

16320 bytes

0 bps

16320 bytes

Best Effort

[jbrennand]

Stats may be ok but need a reset as below. Logs are weird - someone else needs to comment. You havent actually said, but are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

Try this....
___________

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 errors 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 and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[CptBlack]

Hi  John

Thanks for the reply.

This problem started about a week ago. When it happens the whole internet goes - both wifi and cable.

In the log when it shows "DHCP WARNING - Non-critical field invalid in response" I'm guessing that means it loses it's IP?

With Reboots, over the last week, I've done a couple of soft reboots, then what you suggested, though I waited about 30 seconds only(please let me know if I should wait longer), and most recently I pressed the reset button on the router.

Each time everything's fine and I've seen 2 or 3 errors appear, if that, until I get an outage for about 2 minutes, at a random time, and the errors are filled. Once it's back up the errors don't really increase until the next outage. I start losing money if my internet goes down so keep an eye on it when it plays up 🙂

Also I just remembered the first time I checked the online status (about a week ago) it said there was an issue in my area and it would be fixed within 24 hours. After that the online status has always shown everything's good. 

Thanks

M

[Tudor]

You also have T2 errors on all upstream channels. This is something I have never seen before.

[CptBlack]

 Not sure if this helps but...

The cabling was laid in my street about year and a half ago. I got my broadband about a year ago, and it kept playing up, it took me a while to reporting it and about 6 months ago I was told the "signal was to high" coming in from the exchange. BT owned the exchange and it took about a month to get it fixed. The box outside my house, the router and the cabling were all replace as they seemed like they'd got damaged (The box outside my house was red hot).

Maybe the original issue wasn't completely fixed and it's taken this long to damage the equipment again?

[jbrennand]

Got nothing to do with BT or Openreach. VM's cabling/exchanges/street cabs etc., are completely separate.

[CptBlack]

O right, that's what I was told? He did show me the overheated part, that was still warm?

Is there anything I can do or would I need a engineer visit?

Thanks

Manish

[jbrennand]

Post up the RS/T errors tables again after doing what I suggested

[CptBlack]

Hi John

Thanks for getting back to me.

I'll have to schedule a 10 minute downtime as it will affect my business, I'll post the results here hopefully later today or tomorrow.

Though with the 3 or 4 times I've done soft and hard reboots the errors have cleared until the next time there's an outage.

Thanks

Manish