on 17-03-2024 12:08
Hi,
for the past few months i have been experiencing intermittent issues with my broadband connection, frequent disconnects after large amounts of packet loss, normally the service comes back in 10-30 minutes but this is consistently impacting my work and my free time.
we had an engineer visit to see if they can rectify the problem, he mentioned the signal outside was fine so must have been a fault in the home but due to him seeing very strange information from our hub 4 he decided to replace it and other things (the place where the cable connects to on the wall for example).
he did mention that the way we have our internet setup (an ethernet cable running through 2 rooms into a small managed switch which would split the ethernet connection to 2/3 different devices) could be causing issues so if the issue returns that might be the problem.
after the issue returned i removed the switch and just connected the ethernet cable directly to my computer and again the issue occurred, as i have now removed the device that he suggested might be causing it from the network surely this must be a network fault as he has replaced everything he can at the property.
i have had a thinkbroadband quality monitor running and this is what it looked like today when the issues happened again
https://www.thinkbroadband.com/broadband/monitoring/quality/share/63ae3a88579a1c57d53de707baea7c8a6a0a9412-17-03-2024
on 17-03-2024 12:58
I think the home network was just a red herring. There is clearly a problem with your circuit as seen on the BQM. Post your network log and all the DS and US power levels including the Pre and PostRS errors.
We can comment further, thanks
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on 17-03-2024 13:05
Network Log
17-03-2024 11:58:43 | notice | GUI Login Status - Login Success from LAN interface |
17-03-2024 11:57:31 | notice | GUI Login Status - Login Success from LAN interface |
17-03-2024 11:56:52 | notice | GUI Login Status - Login Success from LAN interface |
17-03-2024 11:50:37 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:50:37 | warning | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:50:34 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
17-03-2024 11:50:28 | warning | Dynamic Range Window violation |
17-03-2024 11:50:28 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:50:28 | warning | REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:50:28 | warning | Dynamic Range Window violation |
17-03-2024 11:50:28 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:50:28 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:50:28 | warning | Dynamic Range Window violation |
17-03-2024 11:50:28 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:50:28 | warning | Dynamic Range Window violation |
17-03-2024 11:50:23 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:50:15 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:50:13 | notice | Honoring MDD; IP provisioning mode = IPv4 |
17-03-2024 11:49:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:49:44 | critical | Cable Modem Reboot because of - Reboot Timezone Change |
17-03-2024 11:49:44 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:46:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:46:28 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 11:46:27 | critical | Cable Modem Reboot because of - pin-reset |
on 17-03-2024 13:05
3.0 Downstream channels
1 | 331000000 | 4.3 | 42 | QAM 256 | 25 |
2 | 139000000 | 4.1 | 42 | QAM 256 | 1 |
3 | 147000000 | 3.1 | 41 | QAM 256 | 2 |
4 | 155000000 | 3.6 | 42 | QAM 256 | 3 |
5 | 163000000 | 4.2 | 42 | QAM 256 | 4 |
6 | 179000000 | 4.2 | 42 | QAM 256 | 6 |
7 | 187000000 | 4.6 | 42 | QAM 256 | 7 |
8 | 195000000 | 4.8 | 42 | QAM 256 | 8 |
9 | 203000000 | 4.7 | 42 | QAM 256 | 9 |
10 | 211000000 | 4.8 | 42 | QAM 256 | 10 |
11 | 219000000 | 4.5 | 42 | QAM 256 | 11 |
12 | 227000000 | 4.2 | 42 | QAM 256 | 12 |
13 | 235000000 | 4 | 42 | QAM 256 | 13 |
14 | 243000000 | 3.7 | 42 | QAM 256 | 14 |
15 | 251000000 | 3.4 | 42 | QAM 256 | 15 |
16 | 259000000 | 3.6 | 42 | QAM 256 | 16 |
17 | 291000000 | 4.4 | 42 | QAM 256 | 20 |
18 | 299000000 | 4.4 | 42 | QAM 256 | 21 |
19 | 323000000 | 4.4 | 42 | QAM 256 | 24 |
20 | 347000000 | 4.5 | 42 | QAM 256 | 27 |
21 | 355000000 | 4.5 | 42 | QAM 256 | 28 |
22 | 363000000 | 4.4 | 42 | QAM 256 | 29 |
23 | 371000000 | 4.2 | 42 | QAM 256 | 30 |
24 | 379000000 | 3.9 | 42 | QAM 256 | 31 |
25 | 387000000 | 3.5 | 42 | QAM 256 | 32 |
26 | 395000000 | 3.2 | 42 | QAM 256 | 33 |
27 | 403000000 | 3.2 | 42 | QAM 256 | 34 |
28 | 411000000 | 3.1 | 42 | QAM 256 | 35 |
29 | 419000000 | 3.2 | 42 | QAM 256 | 36 |
30 | 427000000 | 3 | 42 | QAM 256 | 37 |
31 | 435000000 | 3.2 | 42 | QAM 256 | 38 |
32 | 443000000 | 3.2 | 42 | QAM 256 | 39 |
3.0 Downstream channels
1 | Locked | 42 | 0 | 0 |
2 | Locked | 42 | 1 | 0 |
3 | Locked | 41 | 0 | 0 |
4 | Locked | 42 | 1 | 0 |
5 | Locked | 42 | 1 | 0 |
6 | Locked | 42 | 2 | 0 |
7 | Locked | 42 | 1 | 0 |
8 | Locked | 42 | 0 | 0 |
9 | Locked | 42 | 0 | 0 |
10 | Locked | 42 | 1 | 0 |
11 | Locked | 42 | 0 | 0 |
12 | Locked | 42 | 2 | 0 |
13 | Locked | 42 | 0 | 0 |
14 | Locked | 42 | 0 | 0 |
15 | Locked | 42 | 2 | 0 |
16 | Locked | 42 | 1 | 0 |
17 | Locked | 42 | 3 | 0 |
18 | Locked | 42 | 1 | 0 |
19 | Locked | 42 | 1 | 0 |
20 | Locked | 42 | 0 | 0 |
21 | Locked | 42 | 1 | 0 |
22 | Locked | 42 | 1 | 0 |
23 | Locked | 42 | 0 | 0 |
24 | Locked | 42 | 0 | 0 |
25 | Locked | 42 | 2 | 0 |
26 | Locked | 42 | 0 | 0 |
27 | Locked | 42 | 0 | 0 |
28 | Locked | 42 | 0 | 0 |
29 | Locked | 42 | 0 | 0 |
30 | Locked | 42 | 0 | 0 |
31 | Locked | 42 | 0 | 0 |
32 | Locked | 42 | 0 | 0 |
3.1 Downstream channels
159 | 94 | 4K | 1840 | QAM 4096 | 1108 |
3.1 Downstream channels
159 | Locked | 42 | 0.7 | 88343669 | 0 |
on 17-03-2024 13:06
3.0 Upstream channels
0 | 49600000 | 45.3 | 5120 | QAM 64 | 1 |
1 | 43100000 | 45.5 | 5120 | QAM 64 | 2 |
2 | 36600000 | 44.8 | 5120 | QAM 64 | 3 |
3 | 30100000 | 44.8 | 5120 | QAM 64 | 4 |
4 | 23600000 | 44.5 | 5120 | QAM 64 | 5 |
3.0 Upstream channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 4 | 0 |
3.1 Upstream channels
6 | 10 | 39.7 | 2K | QAM 256 |
3.1 Upstream channels
6 | OFDMA | 200 | 74000000 | 0 | 0 |
on 17-03-2024 13:07
yeah i assumed it wasnt my network but the engineer mentioned something about the switch backfeeding the hub which could be causing issues with it, i will reconnect it once ive recieved the new ethernet cable ive ordered (just wanted to rule that out as well)
on 17-03-2024 14:31
Looks like the log and power levels are okay but you’ve done a pinhole reset very recently so nothing to see. Keep an eye on any T3 errors and PostRS errors rising over the next few days.
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on 17-03-2024 21:49
happened again,
https://www.thinkbroadband.com/broadband/monitoring/quality/share/63ae3a88579a1c57d53de707baea7c8a6a0a9412-17-03-2024
theres 1 message in the networking log around the same time
Network Log
17-03-2024 21:45:15 | warning | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 21:45:15 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
17-03-2024 21:40:14 | notice | GUI Login Status - Login Success from LAN interface |
17-03-2024 14:21:50 | warning | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 20-03-2024 10:46
Hi @AdamT3,
Thank you for your posts and welcome back to our community forums. We're here to help.
I'm sorry to hear that you've been experiencing some issues with your connection recently. I've checked over things on our systems and I'm unable to detect any faults there currently that would explain this. Are you seeing any improvement at all today since your posts?
Thanks,