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simes101
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Intermittent loss of internet

Keep losing internet connectivity for around 20 seconds at a time. Very frustrating when on Teams meetings or when streaming. 

We are on the 350 meg service in LE10. Had engineer visit today, he checked levels and removed a 4dB attenuator from the line into the house, and replaced the Hub3 with another one the same. 

Still getting the same issue, every half hair to an hour, not regular timing, the modern status connected, but can't get a reply to any pings to anywhere outside the house. Internal to the house pings continue ok. 

Using the hub in modem mode, with Netgear mesh router and wi-fi, but switching the hub back to router mode and the issue is the same, except when the connectivity stops, even the router doesn't respond to pings for those few seconds on 192.168.0.1 - using ethernet cable, or WiFi 

It feels like the router/modem is resetting internally each time. BQM shows spikes of latency and packet loss matching the breaks in connectivity. 

Speed is generally ok - varying between 320 and 380mb/s. 

Anyone got anything to suggest? Help! 

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simes101
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Re: Intermittent loss of internet

Just to add more information from the modem:

Downstream bonded channels

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

1331000000640256 qam25
22030000004.138256 qam9
32110000004.438256 qam10
42190000004.638256 qam11
52270000004.938256 qam12
62350000004.938256 qam13
72430000004.840256 qam14
82510000004.640256 qam15
92590000004.940256 qam16
10267000000540256 qam17
112750000004.940256 qam18
12283000000540256 qam19
13291000000540256 qam20
142990000005.538256 qam21
153070000005.940256 qam22
163150000005.940256 qam23
17323000000640256 qam24
183710000006.340256 qam26
193790000006.138256 qam27
20387000000638256 qam28
213950000006.138256 qam29
224030000006.440256 qam30
234110000006.640256 qam31
244190000006.540256 qam32



Downstream bonded channels

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

1Locked40.300
2Locked38.900
3Locked38.960
4Locked38.950
5Locked38.940
6Locked38.950
7Locked40.360
8Locked40.3160
9Locked40.3130
10Locked40.350
11Locked40.350
12Locked40.350
13Locked40.350
14Locked38.950
15Locked40.330
16Locked40.360
17Locked40.360
18Locked40.910
19Locked38.950
20Locked38.650
21Locked38.950
22Locked40.350
23Locked40.350
24Locked40.360

 

Upstream bonded channels

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

13940000049512064 qam2
24620000048.8512064 qam1
32580000048.5512064 qam4
43260000049512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



 

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simes101
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Re: Intermittent loss of internet

Primary Downstream Service Flow

SFID219954
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID219953
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

13/04/2021 20:58:22notice

LAN login Success;CM-MAC=

MAC=

CM-QOS=1.1;CM-VER=3.0;

13/04/2021 14:04:56critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=

-MAC=;CM-QOS=1.1;CM-VER=3.0;

13/04/2021 09:46:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 08:47:10noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 08:18:46noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

(MAC addresses removed)

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simes101
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Re: Intermittent loss of internet

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lotharmat
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Re: Intermittent loss of internet

Thanks for these!

Those figures seem to look pretty ok - the BQM, however says otherwise!

Hopefully VM Staff should pick this up soon and shed some light on it!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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simes101
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Re: Intermittent loss of internet

Thanks lotharmat

I've also been loggging pings all night - and get this (to the local modem from inside the network) (just failures shown)

14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:21Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:22Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 01:31Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 03:27Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:48Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:48Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:48Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:48Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:48Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:48Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:48Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:48Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:49Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:49Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:49Pinging 192.168.100.1 with 32 bytes of data:Request timed out.
14/04/2021 06:49Pinging 192.168.100.1 with 32 bytes of data:Request timed out.

 

 

And this to Google:

14/04/2021 00:03Pinging google.co.uk [172.217.169.35] with 32 bytes of data:Request timed out.
14/04/2021 00:11Pinging google.co.uk [216.58.212.195] with 32 bytes of data:Request timed out.
14/04/2021 00:11Pinging google.co.uk [216.58.212.195] with 32 bytes of data:Request timed out.
14/04/2021 01:31Pinging google.co.uk [142.250.187.227] with 32 bytes of data:Request timed out.
14/04/2021 01:31Pinging google.co.uk [142.250.187.227] with 32 bytes of data:Request timed out.
14/04/2021 01:59Pinging google.co.uk [142.250.187.227] with 32 bytes of data:Request timed out.
14/04/2021 03:27Pinging google.co.uk [142.250.187.227] with 32 bytes of data:Request timed out.
14/04/2021 03:27Pinging google.co.uk [142.250.187.227] with 32 bytes of data:Request timed out.
14/04/2021 04:37Pinging google.co.uk [142.250.187.227] with 32 bytes of data:Request timed out.
14/04/2021 05:27Pinging google.co.uk [172.217.169.35] with 32 bytes of data:Request timed out.
14/04/2021 08:01Pinging google.co.uk [172.217.169.35] with 32 bytes of data:Request timed out.

 

Same monitoring by pinging machines inside my network showed no errors (for example to 192.168.0.250 which is my DNS server)

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lotharmat
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Message 7 of 19
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Re: Intermittent loss of internet

Thanks for this.

Hopefully VM staff should be along to have a look and hopefully get this sorted out!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

simes101
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Message 8 of 19
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Re: Intermittent loss of internet

Don't know if anyone is reading this from VM - but getting more and more errors showing now the router has not been rebooted for a few hours...

 

Downstream bonded channels

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

1Locked40.91400
2Locked38.91261323621
3Locked38.6247523596
4Locked38.91035910546
5Locked38.982319620
6Locked40.356222939
7Locked40.323151076
8Locked40.3731139
9Locked40.35174
10Locked40.33780
11Locked40.32950
12Locked40.32460
13Locked40.32270
14Locked38.62180
15Locked40.32070
16Locked40.31670
17Locked40.31590
18Locked40.91400
19Locked40.31580
20Locked40.91400
21Locked38.91360
22Locked38.91300
23Locked38.61440
24Locked40.31450
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simes101
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Re: Intermittent loss of internet

 

Thanks lotharmat

Rang them (VM) again this morning to be told I have to wait 7 days for it to "settle down" after the engineer visit yesterday. Might just be easier to cancel and go elsewhere.

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N585
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Intermittent loss of internet (Bedford)

Intermittent loss of internet service. This is disrupting my work day (of course, working from home).

I have a similar looking issue, Bedford area 24. Connection on the hub 3.0 looks good, self test suggests interference. Have double checked power and external interface cable secure.

Symptoms: Service is fine, download 108MB/s, upload 10mb/s. Hub router Network Log shows a repeating pattern

13/04/2021 10:10Warning!RCS Partial Service
13/04/2021 10:10criticalNo Ranging Response received - T3 time-out
13/04/2021 10:09Warning!RCS Partial Service
13/04/2021 10:09criticalSYNC Timing Synchronization failure - Loss of Sync

 

14/04/2021 11:25Warning!RCS Partial Service
14/04/2021 11:23criticalSYNC Timing Synchronization failure - Loss of Sync
14/04/2021 11:20Warning!RCS Partial Service
14/04/2021 11:20criticalNo Ranging Response received - T3 time-out

 

When I look at the Downstream Service log, I can see the power levels for channels vary.

Downstream bonded channels   
14/04/2021     
ChannelFrequency (Hz) Power (dBmV) SNR (dB)ModulationChannel ID
1283000000                   2.7038256 qam19
2203000000                   4.3038256 qam9
3211000000                   4.1038256 qam10
4219000000                   3.9038256 qam11
5227000000                   3.7037256 qam12
6235000000                   3.4038256 qam13
7243000000                   3.2038256 qam14
8251000000                   2.9038256 qam15
9259000000                   2.9037256 qam16
10267000000                   2.7038256 qam17
11275000000                   2.9038256 qam18
12291000000                   2.7038256 qam20
13299000000                   2.9037256 qam21
14307000000                   2.7038256 qam22
15315000000                   2.5038256 qam23
16323000000                   2.2038256 qam24
17331000000                   2.2038256 qam25
18371000000                   1.7038256 qam26
19379000000                   2.0038256 qam27
20387000000                   2.0038256 qam28
21395000000                   2.2038256 qam29
22403000000                   2.0038256 qam30
23411000000                   2.0038256 qam31
24419000000                   1.9038256 qam32

 

This is disrupting my working day,

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