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MarfAR
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Continuous Packet loss and disconnects again

Hi,

I'm starting to get constant disconnects throughout the day and its really bad since I'm wfh. It's a problem I had around the same time last year which was fixed by sending out a new router. Does it look like a router issue again? All the connections are securely fit into the hub 3. 


network monitoring 12-04-21.PNG

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lotharmat
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Re: Continuous Packet loss and disconnects again

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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MarfAR
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Re: Continuous Packet loss and disconnects again

Hi, Thanks for the fast response, I've pasted the router status below. I have setup the monitor too, I added a screenshot for one I set up a couple days ago but I'm not sure if its shown in the post to you yet. 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
234750000
Locked
Ranged Upstream Channel (Hz)
25800126
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1234750000-538256 qam13
2138750000-4.238256 qam1
3146750000-4.438256 qam2
4154750000-4.938256 qam3
5162750000-4.938256 qam4
6170750000-4.538256 qam5
7178750000-4.738256 qam6
8186750000-4.738256 qam7
9194750000-4.538256 qam8
10202750000-4.738256 qam9
11210750000-4.738256 qam10
12218750000-4.738256 qam11
13226750000-4.938256 qam12
14242750000-5.238256 qam14
15250750000-5.238256 qam15
16258750000-5.238256 qam16
17266750000-538256 qam17
18274750000-538256 qam18
19282750000-538256 qam19
20290750000-4.938256 qam20
21298750000-4.938256 qam21
22306750000-538256 qam22
23314750000-538256 qam23
24322750000-5.238256 qam24



Downstream bonded channels

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

1Locked38.9294811023
2Locked38.9358394242
3Locked38.650554551
4Locked38.647235053
5Locked38.945585714
6Locked38.943156047
7Locked38.641216603
8Locked38.639567247
9Locked38.637418363
10Locked38.635668464
11Locked38.634989490
12Locked38.931189559
13Locked38.9312710189
14Locked38.9299311590
15Locked38.6281612984
16Locked38.6295813163
17Locked38.6272115202
18Locked38.9279715443
19Locked38.9265417266
20Locked38.9278018085
21Locked38.6269017974
22Locked38.9265618855
23Locked38.6254720120
24Locked38.6249221206

 

Upstream bonded channels

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

12580012651512064 qam4
24620000051512064 qam1
33940000051512064 qam2
43260000051512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078-b.cm



Primary Downstream Service Flow

SFID19752
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID19751
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

13/04/2021 09:30:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 09:23:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 09:23:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 09:16:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 08:48:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 07:52:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 07:52:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 07:52:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 07:52:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 07:52:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 02:20:26criticalReceived 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;
13/04/2021 02:17:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 22:36:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:49:36criticalReceived 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;
12/04/2021 12:47:34Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:47:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:47:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:47:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:47:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 12:47:27criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 4 of 13
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Helpful Answer

Re: Continuous Packet loss and disconnects again

Power levels for Upstream look high and loads of PostRS errors..

Looks like Noise ingress into the circuit!

VM Staff should be along soon to advise! Looks likely to be a problem between hub and street cab!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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MarfAR
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Re: Continuous Packet loss and disconnects again

Thanks for the help, I marked your reply as a helpful answer but I'm worried that the VM staff won't have a look thinking its been solved already. How do I get someone to look at the issue?

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lotharmat
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Message 6 of 13
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Re: Continuous Packet loss and disconnects again

They will! - It can take a bit of time though!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Robert_P
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Message 7 of 13
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Re: Continuous Packet loss and disconnects again

Hello MafAR

 

Sorry to hear of the broadband connection issues experienced, we appreciate you taking the time to raise this via the forums.

 

From looking into your account and connection we can confirm that there is currently and area issue with SNR (noise) this is raised under reference F008925405 and has an estimated fix time of the 16th April at 10am. 

 

Apologies for the inconvenience caused.

 

Rob

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MarfAR
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Message 8 of 13
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Re: Continuous Packet loss and disconnects again

Hi Rob,

I wanted to wait a bit after the estimated fix time to see if I still have drops and it's still happening. Is there somewhere I can keep track of the issue in my area? Thanks

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d65a55248ebb44f4e4f34a6875323caa1f2a33c8-17-04-2021

 

Network Log

Time Priority Description

17/04/2021 08:03:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 07:31:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 07:26:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 02:33:31criticalReceived 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;
17/04/2021 01:51:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 01:11:56criticalReceived 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;

 

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Ashleigh_C
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Re: Continuous Packet loss and disconnects again

Hi @MarfAR

 

I am so sorry to let you know but there is another outage reported today at 8.26am and due to be fixed this evening at 6pm. 

 

I understand how frustrating this must be given you have waited for the previous outage to be fixed, but could you perform a pin hole reset after 6pm this evening and let us know how things are looking in the morning? 

 

To perform a pin hole reset please hold pen, paperclip etc into the 'reset' hole in the back of the Hub and keep it there for 60 seconds. This will return the Hub to its original settings. Thank you very much and I am so sorry again for the inconvenience. 

Ash_C
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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MarfAR
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Message 10 of 13
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Re: Continuous Packet loss and disconnects again

Hi @,

I reset my router as you suggested but I'm still getting drops like before.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f11a2e0fd52a63646460a4c4f473378bd6f3de15-18-04-2021

 

Network Log

Time Priority Description

18/04/2021 09:45:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 09:45:12Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 08:50:57criticalReceived 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;
18/04/2021 08:45:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 08:39:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 08:25:17criticalReceived 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;
18/04/2021 07:12:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 06:56:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 06:32:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 04:39:58criticalReceived 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;
18/04/2021 04:36:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 04:35:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 03:11:53criticalReceived 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;
18/04/2021 03:07:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 03:07:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 03:07:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 03:07:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 03:07:17criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 03:06:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 03:05:27Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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