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arysiso
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Intermittent Internet Connection

Hi , My internet connection drops on a daily basis 5 to 6 times a day. After restart is working for a bit and after drops again (wired and wireless). My daughter has her gcse now and she need Internet connection more than never. This is a situation which started approx a month ago. If im doing a test says that the everything is working properly. What should i do ?
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griffin
Alessandro Volta
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Message 2 of 8
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Re: Intermittent Internet Connection

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.0.1
Don't log in, click the Router Status button
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting, but do obscure personal information like your WAN IP address.

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arysiso
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Message 3 of 8
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Re: Intermittent Internet Connection

Network LogTime Priority Description
22/05/2019 07:56:22Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:12:34Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:12:34Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:28Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:49:22criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:49:22criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:49:22ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:49:22criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:49:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:50:27criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:50:27criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:50:27ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:50:27criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:53:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:53:16Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:53:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:55:49Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 08:55:49Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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arysiso
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Message 4 of 8
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Re: Intermittent Internet Connection

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1298750000-12.535256 qam21
2138750000-10.736256 qam1
3146750000-1136256 qam2
4154750000-10.736256 qam3
5162750000-10.537256 qam4
6170750000-10.237256 qam5
7178750000-1037256 qam6
8186750000-1037256 qam7
9194750000-1037256 qam8
10202750000-1037256 qam9
11210750000-10.237256 qam10
12218750000-10.237256 qam11
13226750000-10.437256 qam12
14234750000-10.537256 qam13
15242750000-10.537256 qam14
16250750000-10.537256 qam15
17258750000-1136256 qam16
18266750000-11.436256 qam17
19274750000-11.736256 qam18
20282750000-12.436256 qam19
21290750000-12.536256 qam20
22306750000-13.535256 qam22
23314750000-13.735256 qam23
24322750000-13.735256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked35.5730
2Locked37.3780
3Locked37.360
4Locked37.3240
5Locked37.670
6Locked37.360
7Locked37.650
8Locked37.360
9Locked37.6200
10Locked37.370
11Locked37.350
12Locked37.340
13Locked37.370
14Locked37.350
15Locked36.660
16Locked36.6100
17Locked36.650
18Locked36.680
19Locked36.6150
20Locked35.730
21Locked35.7240
22Locked34.93740
23Locked353560
24Locked34.66110
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arysiso
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Message 5 of 8
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Re: Intermittent Internet Connection

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1326000005.2512016 qam27
2257999705.2512016 qam28


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
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griffin
Alessandro Volta
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Message 6 of 8
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Re: Intermittent Internet Connection

That connection is borked, downstream too low, upstream too high and the Hub is struggling to communicate with the CMTS.

You could try checking the coax from the Hub to the cable entry point for obvious signs of damage and all connectors are hand tight.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

 

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arysiso
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Message 7 of 8
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Re: Intermittent Internet Connection

Thank you for your response. Checked the cable, seems okay. Do you think i should change the cable ?

I will try to call again but the waiting time is endless. 

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jbrennand
Alessandro Volta
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Message 8 of 8
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Re: Intermittent Internet Connection

No its a VM specific cable. Bite the bullet and call it in - settle down with a cuppa and a biscuit with the phone on speakerphone. Calling early is best.

--------------------
John
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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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.