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Shakil12
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Message 1 of 11
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Hourly packet loss - Disconnects frequently

3 weeks ago

Hi,

Been having an issue with my internet for months now. Rang a few times and had an engineer around a few months ago but this issue never went away and only seems to be getting worse. I used to have days or a week without the issue but this has been getting worse and worse. Currently I disconnect hourly. This time changes daily, today for example it is exactly at 46 mins past the hour, every hour without fail. This is making gaming/streaming absolutely nightmarish. Working from home is embarrassing disconnecting from meetings constantly.

I use the tool to request an engineer and every day this week its said "Please come back in 24 hours", I do and it repeats the previous message in an endless loop. I'm at my wits end with this. Its a nightmare.

Some some very similar posts, such as This post  so I'm hoping its something an engineer can fix like a local issue. If it helps I am in Wolverhampton.

------------------------------------------------------------

Saw a post with a request for some information so I will try to post what I have here.

3.0 Downstream channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

5

171000000

6.8

39

QAM256

5

1

139000000

7.5

39

QAM256

1

2

147000000

7.2

39

QAM256

2

3

155000000

7.3

39

QAM256

3

4

163000000

7

39

QAM256

4

6

179000000

6.6

39

QAM256

6

7

187000000

6.6

39

QAM256

7

8

195000000

6.6

39

QAM256

8

9

203000000

6.6

39

QAM256

9

10

211000000

6.6

39

QAM256

10

11

219000000

6.8

39

QAM256

11

12

227000000

6.8

39

QAM256

12

13

235000000

6.9

39

QAM256

13

14

243000000

7.1

38.6

QAM256

14

15

251000000

7.2

39

QAM256

15

16

259000000

7.3

38.6

QAM256

16

17

267000000

6.8

39

QAM256

17

18

275000000

6.4

39

QAM256

18

19

283000000

6

39

QAM256

19

20

291000000

6.3

39

QAM256

20

21

299000000

6.8

38.6

QAM256

21

22

307000000

7.3

39

QAM256

22

23

315000000

8.4

39

QAM256

23

24

323000000

8.2

38.6

QAM256

24

25

331000000

8.1

38.6

QAM256

25

26

339000000

8.4

39

QAM256

26

27

347000000

9.5

39

QAM256

27

28

355000000

10

39

QAM256

28

29

363000000

9.6

39

QAM256

29

30

371000000

9.7

39

QAM256

30

31

379000000

9.6

40.4

QAM256

31

 

 

 

3.0 Upstream channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

43100000

47.3

5120 KSym/sec

QAM64

2

2

23600000

44.8

5120 KSym/sec

QAM64

5

3

30100000

44.8

5120 KSym/sec

QAM64

4

4

36600000

47.8

5120 KSym/sec

QAM64

3

5

49600000

47.3

5120 KSym/sec

QAM64

1

 

3.0 Upstream 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

5

ATDMA

0

0

0

0

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Shakil12
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Message 2 of 11
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Re: Hourly packet loss - Disconnects frequently

3 weeks ago

3.0 Downstream channels

Channel

Lock Status

RxMER (dB)

Pre RS Errors

Post RS Errors

5

Locked

38.983261

0

0

1

Locked

38.983261

0

0

2

Locked

38.983261

0

0

3

Locked

38.983261

0

0

4

Locked

38.983261

0

0

6

Locked

38.983261

0

0

7

Locked

38.983261

0

0

8

Locked

38.983261

0

0

9

Locked

38.983261

0

0

10

Locked

38.983261

0

0

11

Locked

38.983261

0

0

12

Locked

38.983261

0

0

13

Locked

38.983261

0

0

14

Locked

38.605377

0

0

15

Locked

38.983261

0

0

16

Locked

38.605377

0

0

17

Locked

38.983261

0

0

18

Locked

38.983261

0

0

19

Locked

38.983261

0

0

20

Locked

38.983261

0

0

21

Locked

38.605377

0

0

22

Locked

38.983261

0

0

23

Locked

38.983261

0

0

24

Locked

38.605377

0

0

25

Locked

38.605377

0

0

26

Locked

38.983261

0

0

27

Locked

38.983261

0

0

28

Locked

38.983261

0

0

29

Locked

38.983261

0

0

30

Locked

38.983261

0

0

31

Locked

40.366287

0

0

 

 

 

 

 

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Shakil12
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Message 3 of 11
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Re: Hourly packet loss - Disconnects frequently

3 weeks ago

Network Log

Time

Priority

Description

Mon 27/02/2023
21:18:29

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
21:18:29

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
20:46:14

6

US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
20:30:56

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
19:13:45

6

US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
18:53:22

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
18:25:13

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
18:11:50

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
17:23:28

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
17:23:04

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
08:00:35

6

US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
07:43:01

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
06:26:52

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
05:56:39

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
05:43:02

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
05:41:19

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
05:30:39

6

US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
05:20:53

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
02:40:32

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
02:40:32

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
02:40:15

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
02:40:15

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
02:32:48

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
02:32:47

4

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
02:17:13

6

US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
01:52:39

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
01:46:22

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
01:46:21

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
01:41:09

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 27/02/2023
01:17:28

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
22:29:23

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
22:29:23

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
22:28:59

6

US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
22:28:58

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
18:41:55

6

US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
18:10:53

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
17:39:26

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
17:39:26

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
17:19:26

6

US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
17:19:26

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
17:11:16

6

US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
17:03:38

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
16:09:32

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
16:09:32

5

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
08:31:44

6

US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
07:58:41

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
07:43:10

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
07:33:19

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
05:44:16

6

US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 26/02/2023
05:20:53

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c238e3c553a74ef36f075fd6998412203...

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Shakil12
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Message 4 of 11
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Re: Hourly packet loss - Disconnects frequently

3 weeks ago

Let me know if I have missed anything. Thanks in advance for the support.

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Shakil12
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Message 5 of 11
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Re: Hourly packet loss - Disconnects frequently

3 weeks ago

I've booked an engineer for next Tuesday but if is there someone that could look at the data above and see if there is anything for me to do?

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Shakil12
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Message 6 of 11
Flag for a moderator

Re: Hourly packet loss - Disconnects frequently

3 weeks ago

 
https://www.thinkbroadband.com/broadband/monitoring/quality/share/333b398720e467dca4c5e45b817d3069e2...

Todays graph. DC's every 30 mins 

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Shakil12
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Message 7 of 11
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Re: Hourly packet loss - Disconnects frequently

2 weeks ago

Anyone able to look at this?

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Zoie_P
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Message 8 of 11
Flag for a moderator

Re: Hourly packet loss - Disconnects frequently

2 weeks ago

Thank you for your post @Shakil12,

I am sorry you are experiencing disconnections. I can see from our systems you have an engineer booked.

Keep us posted on this and I hope all goes well.

Zoie

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Shakil12
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Message 9 of 11
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Re: Hourly packet loss - Disconnects frequently

Thursday

Hi,

 

So engineer came around and found no issue with the cables and set up in the house. Said its possible a issue with "nodes" or something similar but stated that there was nothing I could do about it myself....which is problematic. I'm paying a lot of money a month to have internet that cuts out every hour. Not really getting the service I'm paying for or anything close. Any suggestion on how to escalate this further instead of requesting a third engineer to tell me "can't see the problem"?

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Paul_DN
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Message 10 of 11
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Re: Hourly packet loss - Disconnects frequently

yesterday - last edited yesterday

Hi Shakil12,

Thank you for reaching back out, I was able to locate you on our system with the details we have for you and can see everything is within spec, after further checks our end no issues found, it does look like a possible WiFi issue, I can see you already have our Pods, you can find further support around these here.

Regards

Paul.   

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