Intermittent connection issues and dropouts

[AdamT3]

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

[Adduxi]

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

[AdamT3]

Network Log

Time Priority Description

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

[AdamT3]

3.0 Downstream channels

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

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

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

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

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

0.7

88343669

0

[AdamT3]

3.0 Upstream channels

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

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

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

39.7

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

0

[AdamT3]

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)

[Adduxi]

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. 

[AdamT3]

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

Time Priority Description

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;

[Zach_R]

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,