Menu
Reply
Alister1
  • 4
  • 0
  • 1
Tuning in
230 Views
Message 1 of 8
Flag for a moderator

Iinternet connection repeatedly dropping out

I can see numerous other posts on this forum for the exact same issue

For me this started two days ago , Working from home now impossible.

On wifi devices the wifi connection remains but the internet connection is lost after a few minutes.

Affects both ethernet and wifi connections on multiple devices, so not wifi signal strength related

I have tried router restart more than once

I have tried factory reset more than once

I have checked the service status

Please see logs and info  below

 any advice/help gratefully received


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 -1.7 40 256 qam 25
2 203000000 -0.9 40 256 qam 9
3 211000000 -1.2 40 256 qam 10
4 219000000 -1.2 40 256 qam 11
5 227000000 -1.5 40 256 qam 12
6 235000000 -1.5 40 256 qam 13
7 243000000 -1.7 40 256 qam 14
8 251000000 -1.7 40 256 qam 15
9 259000000 -2 40 256 qam 16
10 267000000 -2 40 256 qam 17
11 275000000 -2.2 40 256 qam 18
12 283000000 -2 40 256 qam 19
13 291000000 -2.2 40 256 qam 20
14 299000000 -2 38 256 qam 21
15 307000000 -2 40 256 qam 22
16 315000000 -2 40 256 qam 23
17 323000000 -1.9 40 256 qam 24
18 339000000 -1.5 40 256 qam 26
19 347000000 -1.5 40 256 qam 27
20 355000000 -1.5 40 256 qam 28
21 363000000 -1.7 40 256 qam 29
22 371000000 -1.7 40 256 qam 30
23 379000000 -1.7 40 256 qam 31
24 387000000 -1.5 40 256 qam 32


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

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700034 37.8 5120 64 qam 2
2 39400021 37.8 5120 64 qam 4
3 46200051 37.8 5120 64 qam 3
4 60300058 37.8 5120 64 qam 1


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
22/04/2021 19:52:9 critical Unicast Ranging Received Abort Response - initializing MAC;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:52:9 Error TCS Fail on all Upstream Channels;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:52:5 critical No Ranging Response received - T3 time-out;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:52:1 critical Unicast Ranging Received Abort Response - initializing MAC;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:52:0 critical 16 consecutive T3 timeouts while trying to range on upstream channel 4;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:52:0 critical Ranging Request Retries exhausted;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:51:1 critical No Ranging Response received - T3 time-out;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:37:39 critical Unicast Ranging Received Abort Response - initializing MAC;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:37:39 Error TCS Fail on all Upstream Channels;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:37:38 critical Unicast Ranging Received Abort Response - initializing MAC;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:37:35 critical No Ranging Response received - T3 time-out;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:37:33 critical 16 consecutive T3 timeouts while trying to range on upstream channel 3;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:37:33 critical Ranging Request Retries exhausted;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:36:35 critical No Ranging Response received - T3 time-out;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:27:49 notice LAN login Success;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:24:30 critical No Ranging Response received - T3 time-out;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:23:13 Error TCS Fail on all Upstream Channels;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:23:10 critical Unicast Ranging Received Abort Response - initializing MAC;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:09:36 critical No Ranging Response received - T3 time-out;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 19:08:47 Error TCS Fail on all Upstream Channels;##REDACTED##;CM-QOS=1.1;CM-VER=3.0;

jbrennand
  • 22.38K
  • 2.4K
  • 3.99K
Very Insightful Person
Very Insightful Person
218 Views
Message 2 of 8
Flag for a moderator
Helpful Answer

Re: Iinternet connection repeatedly dropping out

Hub stats are fine - logs are not.

Do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing or punctures with staples/nails etc, check that all looks good with the outside cabling and wall box in the same way.

Then... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

--------------------
John
--------------------

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
lotharmat
  • 838
  • 56
  • 119
Well-informed
181 Views
Message 3 of 8
Flag for a moderator

Re: Iinternet connection repeatedly dropping out

Did you manage to get teh BQM running @Alister1?



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

0 Kudos
Reply
Alister1
  • 4
  • 0
  • 1
Tuning in
172 Views
Message 4 of 8
Flag for a moderator

Re: Iinternet connection repeatedly dropping out

Thanks, I'm hoping i wont need this, 

I have managed to catch two instances of the issues over 24 hours with the Check Service Status in the community pages, which enabled the option to book an engineer visit for tomorrow. 

 

Thanks for your time.

 

0 Kudos
Reply
lotharmat
  • 838
  • 56
  • 119
Well-informed
168 Views
Message 5 of 8
Flag for a moderator

Re: Iinternet connection repeatedly dropping out

Brilliant! - Keeps us posted!

The BQMs can be really useful to have anyway as they are good evidence of issues, should they arise again!

I just keep one running permanently!



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

0 Kudos
Reply
Alister1
  • 4
  • 0
  • 1
Tuning in
124 Views
Message 6 of 8
Flag for a moderator

Re: Iinternet connection repeatedly dropping out

 

 Not sure what that's telling me.... Issues still occurring.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a686b9f7bfdde60170a5087356cd599da1f9a959
0 Kudos
Reply
Alister1
  • 4
  • 0
  • 1
Tuning in
37 Views
Message 7 of 8
Flag for a moderator

Re: Iinternet connection repeatedly dropping out

Magically as of this morning issue has resolved.

So not related to my physical Hub 3, or the internal cabling to the Hub and didn't have any engineer visit.

Logs below show my last encountered issue ( although I was asleep :))

 

Network Log

Time Priority Description
25/04/2021 00:48:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 21:11:5ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 21:11:3criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 21:11:2critical16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 21:11:2criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 21:10:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:56:40ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:56:38criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:56:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:56:22critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:56:22criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:55:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:42:17criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:42:17ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:42:13criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:41:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:27:50criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:27:50ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:27:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 20:26:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply
Molly_G
  • 331
  • 18
  • 39
Forum Team
Forum Team
10 Views
Message 8 of 8
Flag for a moderator

Re: Iinternet connection repeatedly dropping out

Hi @Alister1,

 

Welcome to the forums and many thanks for your posts. Sorry to hear of the continued drop out you've been experiencing. 

I've just taken a quick look into the account using the details you've registered to forums with and can see that further work was needed on the local issue that has been reported.

 

Our engineers are there today and the estimated fix time for this is 3pm this afternoon.

The reference code for this fault is C01196201.

 

Following this time I'd advise rebooting your equipment and monitor the performance to see if you notice any improvement. Please drop back here to let us know how you get on and if you require further assistance. 

 

Many thanks, 

 

Molly_G
Forum Team



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


0 Kudos
Reply