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markp2gill
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Frequent broadband drops

Good evening

Tearing my hair out as I have been getting 3-4 daily drops per day.

I have done the router reboot and factory reset but it still persists.

Broadband monitor and Hub logs follow:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b8173f58de380054b5b33350f4b40096f3...

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 -0.9 38 256 qam 21
2 139000000 0.2 39 256 qam 1
3 147000000 0 40 256 qam 2
4 155000000 0 40 256 qam 3
5 163000000 0 40 256 qam 4
6 171000000 0.2 40 256 qam 5
7 179000000 0 40 256 qam 6
8 187000000 -0.2 40 256 qam 7
9 195000000 -0.2 40 256 qam 8
10 203000000 -0.4 40 256 qam 9
11 211000000 -0.5 40 256 qam 10
12 219000000 -0.5 40 256 qam 11
13 227000000 -0.7 38 256 qam 12
14 235000000 -1.2 38 256 qam 13
15 243000000 -1.7 38 256 qam 14
16 251000000 -1.7 40 256 qam 15
17 259000000 -1.5 38 256 qam 16
18 267000000 -1.5 38 256 qam 17
19 275000000 -1.2 38 256 qam 18
20 283000000 -1 40 256 qam 19
21 291000000 -1 38 256 qam 20
22 307000000 -0.9 38 256 qam 22
23 315000000 -0.9 40 256 qam 23
24 323000000 -0.7 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 6 14
2 Locked 39.8 2048 0
3 Locked 40.3 30 0
4 Locked 40.3 21 0
5 Locked 40.3 17 0
6 Locked 40.3 21 0
7 Locked 40.3 18 0
8 Locked 40.3 11 0
9 Locked 40.3 14 0
10 Locked 40.3 22 0
11 Locked 40.3 7 0
12 Locked 40.9 4 0
13 Locked 38.9 5 0
14 Locked 38.9 8 0
15 Locked 38.9 7 0
16 Locked 40.3 1 0
17 Locked 38.9 8 0
18 Locked 38.9 5 0
19 Locked 38.9 5 0
20 Locked 40.3 6 0
21 Locked 38.9 6 0
22 Locked 38.9 6 0
23 Locked 40.3 5 0
24 Locked 40.3 6 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 46.5 5120 64 qam 6
2 46200000 47.5 5120 64 qam 3
3 39400000 47 5120 64 qam 4
4 32600000 46.8 5120 64 qam 5


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Network Log
Time Priority Description
04/05/2021 15:30:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 15:29:41 critical Received 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;
04/05/2021 15:25:47 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 15:25:47 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 15:25:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 14:38:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 14:24:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 14:23:58 critical Received 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;
04/05/2021 14:20:10 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 14:20:10 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 11:42:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 11:41:34 critical Received 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;
04/05/2021 11:37:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 11:36:46 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 11:36:46 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 04:39:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 04:38:17 critical Received 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;
03/05/2021 21:34:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 13:18:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 13:16:52 critical Received 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;

 

Regards
Mark
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armraz
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Message 2 of 8
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Re: Frequent broadband drops

Consider yourself lucky. Mine drops every 5 minutes for 2 to 3 minutes...... Terrible service. 

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xxb1126
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Re: Frequent broadband drops

@armraz, same here. Since last Monday or Tuesday internet keep dropping off every few minutes, every few minutes my upload speed going from 36mbps to 0.01mbps then no connection for short while. 

Just like today I only have 1 hour normal service since I got up at 6am this morning. This is very annoying as I have a family member working from home which need stable connection for online meetings.

I strongly believe VM have issue with their backhaul network but I don't think they will admit that.

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markp2gill
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Message 4 of 8
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Re: Frequent broadband drops

I realise that this may be a common problem but are VM doing anything about it? If we don’t raise the issue they will assume all is well, as the status indicator shows.

The last 24 hours have been especially bad.

Regards
Mark
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Zak_M
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Message 5 of 8
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Re: Frequent broadband drops

Good evening @markp2gill 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you are experiencing some issues with your broadband. 

 

Are you able to let me know, do the drop outs happen on both a wired and wireless connection? 

 

Kind regards,

Zak_M

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markp2gill
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Re: Frequent broadband drops

Yes it affects both wired and wireless. The router flashes green. It coincides with the red lines on the broadband monitor that is linked in my first post.

Regards
Mark
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billal-mahmood1
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Message 7 of 8
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Re: Frequent broadband drops

I am having the same issue with the same logs too and can also confirm that it is both LAN and WAN connections. 

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Zak_M
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Re: Frequent broadband drops

Thank you for coming back to me. 

 

I am going to pop you over a PM so that I can get some account information and take a look at the network etc. 

 

You can find this via the purple envelope on the top right of the screen. 

 

Kind regards,

Zak_M

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