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Connection Keeps Dropping

Hi

I have been having connection issues with my broadband from the point of instal, I have the 200 package and initially thought it was "settling in" issues; but the connection drop out issues have continued

The broadband will work fine and then suddenly go off by its own accord, sometimes freezing and then sometimes losing connection altogether.

I've read through previous threads on the same topic and have tried rebooting the router but this does not seem to have helped with the issue. The connection is being lost on both wired TV and wireless devices in the home. All the wiring is fine and the connections on all cables are secure and tight. I've pasted below Downstream / Upstream data - if that assists anyone with a technical slant. 

Any guidance appriciated. Many thanks

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000638256 qam25
22030000007.540256 qam9
32110000007.340256 qam10
42190000007.440256 qam11
52270000007.340256 qam12
6235000000740256 qam13
72430000006.940256 qam14
82510000006.840256 qam15
92590000006.540256 qam16
102670000006.540256 qam17
112750000006.140256 qam18
122830000006.340256 qam19
13291000000638256 qam20
14299000000638256 qam21
153070000005.840256 qam22
16315000000638256 qam23
17323000000640256 qam24
183710000005.640256 qam26
19379000000638256 qam27
20387000000638256 qam28
213950000005.940256 qam29
22403000000638256 qam30
23411000000640256 qam31
244190000005.838256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.950
2Locked40.350
3Locked40.350
4Locked40.350
5Locked40.350
6Locked40.350
7Locked40.340
8Locked40.360
9Locked40.900
10Locked40.350
11Locked40.370
12Locked40.360
13Locked38.990
14Locked38.940
15Locked40.940
16Locked38.940
17Locked40.950
18Locked40.950
19Locked38.950
20Locked38.950
21Locked40.350
22Locked38.900
23Locked40.350
24Locked38.960
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000003.043512064 qam6
2394000003.05512064 qam8
3603000003.025512064 qam5
4462000003.05512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Message 2 of 7
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Re: Connection Keeps Dropping

You upstream power levels are low and probably need adjusting by a Tech visit. Try calling in and see what they say about the connection when they look at it.

Also, in the meantime, if you haven’t already, set up a free “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” (as per instructions on the TB website) when you have the first 24h period.

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

--------------------
John
--------------------

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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Message 3 of 7
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Re: Connection Keeps Dropping

Thanks John

I will give them a call this evening. I have been running a monitor for a while now. Link below if it assists

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d0c74350ffb04aec9f22bad4c81824598b1c2287

Again, many thanks, Craig 

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Message 4 of 7
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Re: Connection Keeps Dropping

Yes BQM showing 3 drops last evening (~8pm) which might be caused by the Up power levels. Would be informative to see your Network Logs that cover that period - can you post them up.

--------------------
John
--------------------

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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Message 5 of 7
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Re: Connection Keeps Dropping

John,

Network logs posted below. Thanks again for your advice and any thoughts. I did reboot and also did a factory reset on the router last night in an attempt to resolve the issue

Network Log

Time Priority Description

27/10/2020 18:40:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 23:56:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 20:04:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 20:04:9Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 19:33:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 11:11:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:36:50criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:36:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:36:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:36:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:36:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:36:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 01:14:27ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 22:58:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 18:39:20ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 00:37:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 15:05:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 07:58:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 07:40:58ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 02:31:3ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Message 6 of 7
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Re: Connection Keeps Dropping

Nothing really obvious to me - apart from low Up power - you need VM to look at your connection,

--------------------
John
--------------------

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: Connection Keeps Dropping

Thanks John - I'll give them a shout

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