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;

[jbrennand · Accepted solution]

Can you set up a BQM too...
__________________________

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[CptBlack]

Hi John

sorry for the late reply, I was waiting to see if I had any more issues, and seems like the problems fixed.

Thanks for all your help.

Manish

[Alex_RM]

Great to hear it's been resolved Manish, 

Thanks for letting us know.

Alex_Rm