Intermittent Connectivity Issues

[jbtron]

Hi,

I have posted here before and my issue never really got resolved, I have put up with it for a while now and I have got to the point where working from home is becoming a problem that I need resolved.

Intermittently throughout the day, connection will drop for a few seconds, I see packet loss and increased latency on my BQM. I am thinking it might be somewhat localised because when I have these issues the Virgin DownDetector page doesn't have any sort of spikes in complaints.

Anyway, I have rebooted the router and all those things without any success. Here is my BQM.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/afcdeffec2d2a0fb2cf8e3c4730bf22849...

Router is in modem mode and here are the logs;

Item Status Comments

Acquired Downstream Channel (Hz)	555000000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	555000000	2.7	40	256 qam	19
2	411000000	2.2	40	256 qam	1
3	419000000	2.2	40	256 qam	2
4	427000000	2.5	40	256 qam	3
5	435000000	2.5	40	256 qam	4
6	443000000	2.2	40	256 qam	5
7	451000000	2	40	256 qam	6
8	459000000	2	40	256 qam	7
9	467000000	2.4	39	256 qam	8
10	475000000	3	40	256 qam	9
11	483000000	3.5	40	256 qam	10
12	491000000	2.9	40	256 qam	11
13	499000000	1.9	38	256 qam	12
14	507000000	1.5	40	256 qam	13
15	515000000	2	38	256 qam	14
16	523000000	3	38	256 qam	15
17	531000000	3.9	40	256 qam	16
18	539000000	3.7	40	256 qam	17
19	547000000	3	38	256 qam	18
20	563000000	3	40	256 qam	20
21	571000000	3.7	40	256 qam	21
22	579000000	4.4	40	256 qam	22
23	587000000	4	40	256 qam	23
24	595000000	3.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	644781	0
2	Locked	40.9	128742	1
3	Locked	40.9	134264	0
4	Locked	40.3	179469	0
5	Locked	40.9	200044	0
6	Locked	40.9	191732	0
7	Locked	40.3	223814	14
8	Locked	40.3	225581	0
9	Locked	39.3	294269	0
10	Locked	40.3	284552	0
11	Locked	40.3	266222	0
12	Locked	40.3	362252	13
13	Locked	38.9	425806	0
14	Locked	40.9	453253	0
15	Locked	38.9	451511	0
16	Locked	38.9	527999	0
17	Locked	40.3	503467	0
18	Locked	40.3	578861	1
19	Locked	38.9	600187	0
20	Locked	40.3	624384	0
21	Locked	40.3	682841	0
22	Locked	40.9	668548	9
23	Locked	40.3	774939	0
24	Locked	40.3	752573

[jbtron]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	46200000	35	5120	32 qam	3
2	39400000	36	5120	32 qam	4
3	53700000	36.8	5120	32 qam	2
4	60300000	36.8	5120	32 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	7	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	SUBsgvca69834ncxv9873254k

Primary Downstream Service Flow

SFID	2698
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	2697
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

14/09/2022 10:31:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2022 10:12:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2022 10:12:40	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2022 08:16:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 12:35:47	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 12:35:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2022 18:39:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2022 00:35:47	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2022 00:35:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2022 16:06:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2022 12:35:47	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2022 12:35:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2022 22:21:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2022 00:35:47	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2022 00:35:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 22:18:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 12:35:47	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 12:35:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2022 04:54:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2022 19:13:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Matthew_ML · Accepted solution]

Hey jbtron, thank you for reaching out and I am sorry you are having some connection issues.

I have taken a look and I can see there is an SNR outage in your area which will be affecting the whole area.

It can affect the whole connection and it is due to last until 22nd September 2022.

I am sorry about any trouble this may cause. Thanks 

[jbtron]

Thank you for the update, I will keep an eye on it and hopefully see an improvement after 22/09.

[Lee_R]

Thanks for getting back to us @jbtron.

Just a quick update.  The current estimated fix date is still 22nd September, but the estimated time is 1:35pm. Just in case were planning on making checks in the early morning.  Either way however, I recommend contacting ourselves, for an update. Just to check that we're still on schedule.

Regards

Lee_R

[jbtron]

Sure, I wasn’t going to consider anything until the following day anyway but it’s helpful to have a rough time. I’ll check back in late next week to see if the work went ahead as expected.

Out of curiosity, do you know how long this problem has been open?

Regards

[Steven_L]

Thanks for coming back to us @jbtron, I can see that the issues have now been resolved.

I dont have the information to be able to check on the ticket/issue origin date as the fault information is no longer showing on the system as it has cleared.

Regards,

Steven_L

[jbtron]

Thanks for letting me know, I will keep a close eye on it the next few days and let you know how I get on.

[David_Bn]

Good Afternoon @jbtron, hope your keeping well.

I've been able to look into this and it appears the outage has been cleared.

Can you please perform a reboot on the hub and provide us with an update on how the services perform over the next 24 hours?

Kindest regards,

David_Bn

[jbtron]

Thanks for the heads up, I did noticed my net went down for a few hours last night, hopefully this was the fix.

I am not at home today but looking at my BQM things look better. I will give my router a reboot and monitor it over the next few days.

Hopefully I’ll report back with some good news.

Regards