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Kagato
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Message 1 of 17
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Constant packet loss and line drops

Hi there

For the past 3 weeks i have had issues with the service dropping at home but as of Monday it started happening every day to the point where i'm now dropping the connection multiple times a day and sometimes for up to an hour at a time.  It was only happening at night originally but its started doing it during the day which is when i am working so its starting to attract the attention of my boss.

Running a constant ping test i can see sets of packet drops happening every couple of minutes, i cant stay conneted to my work's vpn in the best instance, at worst i'm totally offline for an hour at a time.  It eventually settles but then repeats an hour or so later, so even in my private life i cant watch tv, play games, listen to music or anything that requires an internent connection.

I have tried rebooting the router multiple times, did a factory reset, removed everything except from my pc and it is still occuring multiple times a day.  I've just finished a factory restore so it may not show all the data from earlier today.  Is there anything that can be done about this?  When it is working it is running at a good speed but with it being down as much as it is right now that really dosent matter.  At the moment my network log is showing the following:

Network Log

Time Priority Description

01/07/2021 22:07:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 22:07:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 22:07:4criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 22:04:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:47:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:45:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:44:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 21:44:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

My Broadband Ping - home broadband
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lotharmat
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Message 2 of 17
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Re: Constant packet loss and line drops

Lots of T3 timeouts in there!

Can you post up the rest of the logs? Upstream and downstream.



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Hub 3 - Modem Mode - TP-Link Archer C7

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Kagato
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Message 3 of 17
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Re: Constant packet loss and line drops

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000-0.240256 qam25
2235000000-0.440256 qam13
3243000000-0.440256 qam14
4251000000-0.240256 qam15
5259000000-0.440256 qam16
6267000000-0.240256 qam17
7275000000-0.440256 qam18
8283000000-0.240256 qam19
9291000000-0.240256 qam20
10299000000-0.240256 qam21
11307000000-0.240256 qam22
12315000000-0.240256 qam23
13323000000-0.440256 qam24
14339000000-0.540256 qam26
15347000000-0.540256 qam27
16355000000-0.940256 qam28
17363000000-140256 qam29
18371000000-140256 qam30
19379000000-1.240256 qam31
20387000000-140256 qam32
21395000000-1.240256 qam33
22403000000-1.540256 qam34
23411000000-1.738256 qam35
24419000000-240256 qam36


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.32547050927
2Locked40.36229796734
3Locked40.35623193657
4Locked40.94964891174
5Locked40.94682782614
6Locked40.34537380275
7Locked40.94115077321
8Locked40.33780673949
9Locked40.33461969392
10Locked40.33314964091
11Locked40.93041662172
12Locked40.32851655623
13Locked40.32799850803
14Locked40.92431544031
15Locked40.92239242782
16Locked40.92087239591
17Locked40.31972936197
18Locked40.31884833153
19Locked40.31815632033
20Locked40.31672330390
21Locked40.31591226632
22Locked40.31512826229
23Locked38.91450024615
24Locked40.31364924332
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Kagato
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Message 4 of 17
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Re: Constant packet loss and line drops

Upstream bonded channels

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

15370000048.5512064 qam2
23940000047.5512064 qam4
34620000048512064 qam3
46030000049512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0080
3ATDMA0080
4ATDMA0000
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lotharmat
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Message 5 of 17
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Re: Constant packet loss and line drops

Power levels all look within spec!

U/S a little high side

Are there any outages in your area?

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!



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Hub 3 - Modem Mode - TP-Link Archer C7

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Kagato
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Message 6 of 17
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Re: Constant packet loss and line drops

Hi there

I called the number but there are no reported issues in my area, the service status page didn't pick anything up either.

 

My Broadband Ping - home broadband
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lotharmat
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Message 7 of 17
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Re: Constant packet loss and line drops

Hang tight for a forum rep to get to it - they will be able to diagnose and send an engineer if needed!



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Kagato
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Message 8 of 17
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Re: Constant packet loss and line drops

Thanks for trying to help anyway ^_^  The internet was much better last night and i didn't notice any drops but again this morning i've started to get the odd one every now and then and this is how it usually starts right before i get mass packet loss.  Hopefully someone can see something on the router/network that i cant.  It does not appear to be effecting my neighbours so it might be a router issue.

My Broadband Ping - home broadband
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Sofia_B
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Message 9 of 17
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Re: Constant packet loss and line drops

Hi @Kagato

 

Thanks for your post 🙂 

 

I'm sorry to hear you've been experiencing drops in service, I appreciate this is frustrating and we apologise for any inconvenience caused. 

 

I've had a look into your account and I can't see any issues that could be causing the drops on our end. If the issue persists, I'd advise running a Broadband Quality Monitor which you can access here. A BQM will continually monitor the state of your connection and will record any packet loss or network drop outs. It does this 24/7/365 and keeps a visual record of your connection. We'd advise keeping this running for 24-48 hours in order to gather enough data. 

 

Please keep us updated on how the service performs and if you have any issues setting up the BQM just pop another post on this thread and we'll happily assist. 

 

Thanks, 

 

 

Sofia
Forum Team



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Kagato
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Message 10 of 17
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Re: Constant packet loss and line drops

Thank you for coming back to me.  It has once again settled for the time being but i'll keep this ready to go if the connection starts to drop again.

My Broadband Ping - home broadband
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