Connection keeps dropping

[Sebsebseb]

Good day,

We had VM for a while now but last few months it keeps annoying me. So the situation is that the Internet just going for 30-60 seconds and then coming back. It is no a Wi-Fi and router (Hub 5) still shows white, steady light. 
Every time I do testes on VM website, it comes back hat i need to reboot the router, as there is nothing wrong. 

We had VM technician coming few times, replacing socket, cable in house (from the socket to the router), replacing router itself. I then just gave up and got 5G as a backup....

Could someone have a quick look at the below logs and let me know if there is anything 'obvious'? I just do not want another technical coming and saying 'nothing is wrong', etc.. 

Thank you in advance

Network Log

Time	Priority	Description
28-05-2024 16:11:40	notice	GUI Login Status - Login Success from LAN interface
28-05-2024 16:10:12	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:34:54	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:29:51	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:19:59	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:14:56	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:02:51	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:02:51	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:02:51	warning	Dynamic Range Window violation
28-05-2024 14:02:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:02:50	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:02:49	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:02:49	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:01:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:01:43	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:01:05	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 14:01:03	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:59:54	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:57:57	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=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:56:01	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:56:00	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:04:23	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:01:53	warning	Dynamic Range Window violation
28-05-2024 13:01:53	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:01:52	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:01:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:01:50	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:01:41	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:01:41	error	DBC-ACK not received;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:01:38	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:00:09	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 13:00:01	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 12:56:39	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=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
27-05-2024 11:11:43	notice	GUI Login Status - Login Success from LAN interfa

[Client62]

The log tab is a lot less enlightening that one might wish.   Could you share the information from the Upstream and the Downstream tabs so we get to see any issues in the signal power levels / errors  / modulation modes.

[Sebsebseb]

Thank you for the reply. 

3.0 Downstream channels

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

1	331000000	6.5	41	QAM 256	25
2	147000000	5.8	40	QAM 256	2
3	155000000	6.2	40	QAM 256	3
4	163000000	6.3	41	QAM 256	4
5	171000000	6.5	41	QAM 256	5
6	179000000	6.9	41	QAM 256	6
7	187000000	7.2	41	QAM 256	7
8	195000000	7.4	41	QAM 256	8
9	203000000	7.6	41	QAM 256	9
10	211000000	7.9	41	QAM 256	10
11	219000000	7.5	41	QAM 256	11
12	227000000	7.2	41	QAM 256	12
13	235000000	6.9	41	QAM 256	13
14	243000000	6.9	41	QAM 256	14
15	251000000	6.6	41	QAM 256	15
16	259000000	6.4	41	QAM 256	16
17	267000000	6.4	41	QAM 256	17
18	275000000	6.3	41	QAM 256	18
19	283000000	6.3	41	QAM 256	19
20	291000000	6.5	41	QAM 256	20
21	299000000	6.6	41	QAM 256	21
22	307000000	6.4	41	QAM 256	22
23	315000000	6.3	41	QAM 256	23
24	323000000	6.3	41	QAM 256	24
25	339000000	6.4	41	QAM 256	26
26	347000000	6.6	42	QAM 256	27
27	355000000	6.8	42	QAM 256	28
28	363000000	6.8	42	QAM 256	29
29	371000000	6.8	42	QAM 256	30
30	379000000	6.9	42	QAM 256	31
31	387000000	7	42	QAM 256	32

3.0 Downstream channels

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

1	Locked	41	15030	7360
2	Locked	40	55055	4721
3	Locked	40	75232	17398
4	Locked	41	89922	18841
5	Locked	41	170115	32456
6	Locked	41	149061	27806
7	Locked	41	59018	9879
8	Locked	41	18710	7553
9	Locked	41	13568	4667
10	Locked	41	7891	4383
11	Locked	41	5440	3331
12	Locked	41	5577	3371
13	Locked	41	12721	4170
14	Locked	41	12136	4155
15	Locked	41	20984	4926
16	Locked	41	19762	4631
17	Locked	41	10305	4662
18	Locked	41	18970	5893
19	Locked	41	13854	7769
20	Locked	41	19517	6963
21	Locked	41	19783	7541
22	Locked	41	18847	7812
23	Locked	41	15892	6109
24	Locked	41	14220	5940
25	Locked	41	12908	6177
26	Locked	42	12459	6713
27	Locked	42	11758	6587
28	Locked	42	11185	6111
29	Locked	42	9924	5560
30	Locked	42	9932	6217
31	Locked	42	8364	5714

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

42

6.1

803862190

31543

[Sebsebseb]

3.0 Upstream channels

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

0	49600000	46.8	5120	QAM 64	1
1	43100000	46.3	5120	QAM 64	2
2	36600000	46.5	5120	QAM 64	3
3	30100000	46	5120	QAM 64	4
4	23600000	45.8	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	3	0
1	ATDMA	0	0	30	0
2	ATDMA	0	0	138	0
3	ATDMA	0	0	39	0
4	ATDMA	0	0	154	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

42.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

74000000

1

0

[Client62 · Accepted solution]

The Post Rs aka Uncorrectable errors across all Downstream channels and Upstream T3 Timeouts would be my concern ... especially if the numbers are still rising.

3.0 Downstream channels

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

1	Locked	41	15030	7360
2	Locked	40	55055	4721
3	Locked	40	75232	17398
4	Locked	41	89922	18841
5	Locked	41	170115	32456
6	Locked	41	149061	27806
7	Locked	41	59018	9879
8	Locked	41	18710	7553
9	Locked	41	13568	4667

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

42

6.1

803862190

31543

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	3	0
1	ATDMA	0	0	30	0
2	ATDMA	0	0	138	0
3	ATDMA	0	0	39	0
4	ATDMA	0	0	154	0

[Zach_R]

Hi @Sebsebseb,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm sorry to hear you've been experiencing some connection issues recently. I've checked over things on our systems and I can't detect any faults currently that would explain these issues you've been facing. Are your service issues ongoing today, or have things improved since your posts?

Thanks,
 

[Sebsebseb]

Hi Zach_R

The issue has been ongoing for months now (since last engineers visit) and is still affecting the service. 

[Matthew_ML]

Sorry to hear this, let me send you a DM and we can take a look.

[Matthew_ML]

Glad we've managed to get the ball rolling on this for you 🙂 

[Sebsebseb]

So we had engineer coming yesterday (thanks Matt). He checked all connection and signal, etc. Said nothing wrong and it must be a router. New router fitted, but after few hours connection was playing up again. Today, we are back in square one with internet connection dropping every 30 minutes or so. 

New graph shows lost packages at the same rate as before replacement router

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9ed7fec8f3f46fc6b71dba4dd8450bc42b83797d