Intermittent Connection Problems (again)

[eggfish]

Hi

I have a data only 200 connection, which has been fine until about a week ago when I started noticing intermittent drops in the connection. I still have a(n unused) splitter on the incoming cable because I used to have a Tivo. Having just logged into the box to look at the logs I see a number of criticals:

04/07/2022 23:33:21	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:33:20	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:32:1	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:32:0	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:26:21	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:26:21	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:14:22	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:14:22	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:10:23	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:10:23	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:07:43	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 23:07:43	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 22:07:27	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 22:07:26	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 22:07:7	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 22:07:6	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 22:06:47	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 22:06:46	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

I've also taken screenshots of ds/us/status:

Status

Downstream

Upstream

Config

I wondered if anyone could help me pick apart these logs to determine a possible cause?

Many thanks

[eggfish]

Today's Hub data as requested:

Log data:

Time Priority Description

17/07/2022 09:51:21	notice	LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
17/07/2022 08:56:27	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
17/07/2022 08:56:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
17/07/2022 08:33:21	notice	LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
17/07/2022 06:33:36	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 19:27:38	notice	LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:33:21	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:33:21	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:32:15	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:32:14	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:29:7	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:29:7	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:28:33	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:28:33	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:28:13	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:28:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:27:54	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:27:54	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:25:2	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 02:25:2	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Downstream:

Upstream:

I have set up a BQM and will post when there is data of interest.

Many thanks.

[Ilyas_Y]

Thanks for reaching out to us @eggfish. I'm sorry to hear that the issue is still on-going.

I've had a look on the system and cannot see issues appearing after multiple checks.
May I ask where you're experiencing these drops?

Are they on a wired / wireless connection? Let us know.

Kind regards.

[eggfish]

Hello Ilyas

Thanks for contacting. These drops are on a wired connection to the router via a tp-link gigabit switch box. When I reposted there were a flurry of new T3 timeouts on various channels, since then I have seen a couple.

[Natalie_L]

Thank you for getting back to us. 

We have ran checks again on our live system and can confirm no issues have been detected. 

Are you able to remove the third party equipment and run the service directly from the Hub to see if this still occurs?

[eggfish]

I am not entirely unconvinced that my tp-link router is involved in this issue at all, but happy to be proven wrong. One of your colleagues previously asked me to take it out and enable router mode on the VM hub, which I did. It's difficult to tell though because the issue is intermittent, so you don't know if you are just in a "good patch".

My upstream channels have all dropped to 32qam and the power has dropped to ~40dBmV:

Here is the output from the BQM that your colleague asked me to set up:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ee0238a51922ef9fe06ceb28f93245f60e23579b

Can I get an engineer round (again) to inspect the equipment? I had an important work call this morning that was ruined by dropped connection.

[eggfish]

Additionally the handy "check you connection" on the VM website gives me this:

 

[Chris_W1]

HI eggfish, thanks for the message. I can see that you are PMing Natalie and she will be in touch as soon as she can. ^Chris.