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nisitale
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Frequent internet drops

Good evening,

Hopefully someone can help me. I am getting daily drop outs of internet service, sometimes 2-3 times a day. Interestingly it happens mostly around the early morning. 

I haven't had any acceptable response from the Support Teams, so I'm wondering if someone could help here. 

All check come back "good" on the equipment and the line, and I'm not quite believing it. The internal network is good, wireless quality is great and client to client communication is excellent on LAN and WLAN. 

I've seen some logs on the Hub that I think are of interest, and they seem to coincide with the drop outs. 

Time Priority Description
02/07/2019 17:16:53 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 18:25:36 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 18:44:24 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 20:14:08 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 06:36:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 06:36:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 06:36:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 06:41:55 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 06:45:58 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 06:46:09 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 06:46:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 09:18:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 09:40:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 10:39:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 10:39:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 19:22:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 19:22:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 19:37:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 19:42:06 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;
03/07/2019 19:42:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

If anyone can help, I would be very grateful.

 

Many thanks. 

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jbrennand
Alessandro Volta
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Re: Frequent internet drops

Post up more data from the Hub. Post all the data in the downstream, upstream, & network logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you..


--------------------
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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nisitale
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Re: Frequent internet drops

Hi,

Thanks for the response. I've pasted the latest info from the router. Service has dropped 3 or four times today!

Hope this helps!

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 307000000 2.5 38 256 qam 22
2 139000000 2.9 37 256 qam 1
3 147000000 3 37 256 qam 2
4 155000000 3.2 38 256 qam 3
5 163000000 3 38 256 qam 4
6 171000000 3 38 256 qam 5
7 179000000 2.7 38 256 qam 6
8 187000000 2.9 38 256 qam 7
9 195000000 2.7 38 256 qam 8
10 203000000 2.5 38 256 qam 9
11 211000000 2.4 38 256 qam 10
12 219000000 2 38 256 qam 11
13 227000000 2 38 256 qam 12
14 235000000 1.9 38 256 qam 13
15 243000000 1.7 38 256 qam 14
16 251000000 1.2 38 256 qam 15
17 259000000 0.5 38 256 qam 16
18 267000000 0.2 38 256 qam 17
19 275000000 0.2 38 256 qam 18
20 283000000 1 38 256 qam 19
21 291000000 1.5 38 256 qam 20
22 299000000 2.2 38 256 qam 21
23 315000000 3 40 256 qam 23
24 323000000 3.2 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 130 25
2 Locked 37.6 6991 1961
3 Locked 37.3 1801 152
4 Locked 38.9 833 80
5 Locked 38.6 717 46
6 Locked 38.6 668 59
7 Locked 38.6 712 55
8 Locked 38.6 784 69
9 Locked 38.6 827 65
10 Locked 38.6 722 67
11 Locked 38.9 659 29
12 Locked 38.6 654 24
13 Locked 38.6 817 2
14 Locked 38.6 850 0
15 Locked 38.9 602 1
16 Locked 38.9 549 2
17 Locked 38.6 598 4
18 Locked 38.9 687 4
19 Locked 38.9 627 7
20 Locked 38.6 463 0
21 Locked 38.9 298 0
22 Locked 38.6 212 0
23 Locked 40.3 120 0
24 Locked 40.3 222 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 4.55 5120 16 qam 4
2 46200000 4.75 5120 16 qam 1
3 39400000 4.75 5120 16 qam 2
4 32600000 4.7 5120 16 qam 3


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

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsl10016u-b.cm


Primary Downstream Service Flow
SFID 163732
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 163731
Max Traffic Rate 6300047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

 

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