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Intermittent Connection across multiple devices.

Hi.

I've been trying to get through to VM on the phone, but I get put on hold for ~45 minutes and then the call hangs up. Tried this multiple times now

My connection has been dropping out intermittantly on both the 2.4GHz and the 5Ghz bands on multiple devices (iPhones, iPad, Windows Laptop). I have used CommView to find the ideal channels to use and have also tried with the hub on Auto to allow it to do its own thing with no luck. The issue persists through reboots and resets and has been going on for weeks. It looks like many others on here are experiencing the issue as well so maybe this is something on VM's end? There seems to be a lot of Pre/Post RS errors in the log as well. Anyone got any ideas?

I've also noticed that this issue is particularly bad during the evening/night, but that may just be because I am using the network more (and therefore notice it more).

Network logs below:

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Re: Intermittent Connection across multiple devices.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1298750000-3.438256 qam21
2138750000-3.238256 qam1
3146750000-3.540256 qam2
4154750000-3.740256 qam3
5162750000-3.940256 qam4
6170750000-3.940256 qam5
7178750000-3.940256 qam6
8186750000-3.938256 qam7
9194750000-3.940256 qam8
10202750000-440256 qam9
11210750000-4.239256 qam10
12218750000-440256 qam11
13226750000-440256 qam12
14234750000-4.240256 qam13
15242750000-4.440256 qam14
16250750000-4.440256 qam15
17258750000-4.240256 qam16
18266750000-4.238256 qam17
19274750000-440256 qam18
20282750000-3.940256 qam19
21290750000-3.540256 qam20
22306750000-3.240256 qam22
23314750000-340256 qam23
24322750000-2.740256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.9320
2Locked38.9200
3Locked40.3300
4Locked40.9140
5Locked40.3410
6Locked40.32090
7Locked40.3280
8Locked38.9300
9Locked40.3280
10Locked40.3230
11Locked39.3230
12Locked40.3190
13Locked40.3170
14Locked40.3220
15Locked40.3300
16Locked40.3170
17Locked40.3260
18Locked38.9250
19Locked40.3150
20Locked40.3200
21Locked40.3260
22Locked40.3340
23Locked40.3410
24Locked40.3260

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000004.675512064 qam2
2603000004.725512064 qam1
3462000004.625512064 qam3
4394000004.6512064 qam4


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 
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Re: Intermittent Connection across multiple devices.

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Primary Downstream Service Flow
SFID239234
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow
SFID239233
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network LogTime Priority Description
23/08/2020 17:11:8noticeLAN 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;
01/01/1970 00:01:32criticalNo 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;
23/08/2020 16:45:58noticeLAN 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;
23/08/2020 00:05:0criticalNo 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;
22/08/2020 00:00:9noticeLAN 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;
21/08/2020 15:50:11ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/08/2020 00:05:8ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 20:13:51criticalNo 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;
20/08/2020 08:20:7ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 12:29:21criticalNo 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;
17/08/2020 13:21:57noticeLAN 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;
13/08/2020 22:22:38ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 12:31:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 09:59:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 09:59:2Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 09:59:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 09:59:1Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 09:49:12criticalNo 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;
13/08/2020 09:24:49Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 09:24:27Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
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Re: Intermittent Connection across multiple devices.

Hi TomBayne,

 

Thanks for your post and welcome to the community.

 

I'm sorry you've been having some problems with your broadband intermittently dropping out. 

 

I've had a look at your services and everything looks great from here, all your power levels are within specification and there are no signal issues. 

 

I know it's been a while since you've posted, so I wanted to check if you've since any improvement since then?

 

Are you noticing a drop in connection when connected via ethernet cable?

 

Let me know.

 

Thanks

 

Melissa

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