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Intermittent connection issues and dropouts

AdamT3
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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

 

8 REPLIES 8

Adduxi
Very Insightful Person
Very Insightful Person

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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AdamT3
Tuning in

Network Log

Time Priority Description
17-03-2024 11:58:43noticeGUI Login Status - Login Success from LAN interface
17-03-2024 11:57:31noticeGUI Login Status - Login Success from LAN interface
17-03-2024 11:56:52noticeGUI Login Status - Login Success from LAN interface
17-03-2024 11:50:37noticeUS 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 11:50:37warningDBC-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 11:50:34noticeREGISTRATION COMPLETE - Waiting for Operational status
17-03-2024 11:50:28warningDynamic Range Window violation
17-03-2024 11:50:28warningRNG-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 11:50:28warningREG-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 11:50:28warningDynamic Range Window violation
17-03-2024 11:50:28warningRNG-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 11:50:28warningRNG-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 11:50:28warningDynamic Range Window violation
17-03-2024 11:50:28warningRNG-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 11:50:28warningDynamic Range Window violation
17-03-2024 11:50:23noticeDS 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 11:50:15warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-03-2024 11:50:13noticeHonoring MDD; IP provisioning mode = IPv4
17-03-2024 11:49:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-03-2024 11:49:44criticalCable Modem Reboot because of - Reboot Timezone Change
17-03-2024 11:49:44criticalSYNC 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 11:46:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-03-2024 11:46:28criticalSYNC 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 11:46:27criticalCable Modem Reboot because of - pin-reset

AdamT3
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3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000004.342QAM 25625
21390000004.142QAM 2561
31470000003.141QAM 2562
41550000003.642QAM 2563
51630000004.242QAM 2564
61790000004.242QAM 2566
71870000004.642QAM 2567
81950000004.842QAM 2568
92030000004.742QAM 2569
102110000004.842QAM 25610
112190000004.542QAM 25611
122270000004.242QAM 25612
13235000000442QAM 25613
142430000003.742QAM 25614
152510000003.442QAM 25615
162590000003.642QAM 25616
172910000004.442QAM 25620
182990000004.442QAM 25621
193230000004.442QAM 25624
203470000004.542QAM 25627
213550000004.542QAM 25628
223630000004.442QAM 25629
233710000004.242QAM 25630
243790000003.942QAM 25631
253870000003.542QAM 25632
263950000003.242QAM 25633
274030000003.242QAM 25634
284110000003.142QAM 25635
294190000003.242QAM 25636
30427000000342QAM 25637
314350000003.242QAM 25638
324430000003.242QAM 25639

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4200
2Locked4210
3Locked4100
4Locked4210
5Locked4210
6Locked4220
7Locked4210
8Locked4200
9Locked4200
10Locked4210
11Locked4200
12Locked4220
13Locked4200
14Locked4200
15Locked4220
16Locked4210
17Locked4230
18Locked4210
19Locked4210
20Locked4200
21Locked4210
22Locked4210
23Locked4200
24Locked4200
25Locked4220
26Locked4200
27Locked4200
28Locked4200
29Locked4200
30Locked4200
31Locked4200
32Locked4200

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked420.7883436690
 

AdamT3
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3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000045.35120QAM 641
14310000045.55120QAM 642
23660000044.85120QAM 643
33010000044.85120QAM 644
42360000044.55120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0040

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61039.72KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2007400000000

AdamT3
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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
Very Insightful Person
Very Insightful Person

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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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 21:45:15warningDBC-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 21:45:15noticeUS 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 21:40:14noticeGUI Login Status - Login Success from LAN interface
17-03-2024 14:21:50warningDBC-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;

 

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,
 


Zach - Forum Team
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