Intermittent packet drops and poor connectivity

[Dreadnaught72]

I have been having issues for a year on and off with Packets dropping, which causes the internet to disconnect, then reconnect a few minutes later. I've had 2 engineers come out, both of whom have replaced the router or told me it's WIFI related (despite me being connected via cable and not using WIFI)

If I run a continuous Ping to the router and a continuous ping to 192.16.0.1 at the same time I always see the packets drop to 8.8.8.8 but never to the router. It happens on multiple devices in the house always at the same time If I check the router logs (this is a new router replaced by the engineer yesterday) I see things like the following

The No ranging response was the most common one on the old router too, an engineer came out yesterday. they've replaced the router for a second time but as I believe the fault to be with the cabling/something external it's not made any difference

What is the best way for me to get this resolved as every time an engineer comes out they blame it on Poor Wifi or the router and don't seem to want to check the cabling in any form. I do believe it to be a cabling fault as historically the connection has been fine, but since 2020 we've had this issue.

If I am wrong then please let me know, but I don't know how else to fix this as I've ran out of options for troubleshooting...

Thanks

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data as text from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[Dreadnaught72]

Many thanks for the reply, please see below (Hopefully it pastes correctly) 

Hub Status
Cable Modem Status
Item Status Comments
Cable Modem Status
Online
DOCSIS 3.0
Primary downstream channel
Locked
SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
32
4
DOCSIS 3.1 channels
0
0

Network Log

Thu Jan 1 00:01:22 1970 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:41 1970 3 DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:20 1970 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:04:25 1970 3 DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:04:51 1970 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 15 15:31:54 2021 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 15 15:31:59 2021 6 SW Download INIT - Via Config file cmreg-vmdg640-bbt060-b.cm
Tue Jun 15 15:34:51 2021 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 15 15:34:51 2021 4 Disruption during SW download - Power Failure
Tue Jun 15 15:35:17 2021 6 SW Download INIT - Via Config file cmreg-vmdg640-bbt060-b.cm
Tue Jun 15 15:36:33 2021 6 SW download Successful - Via Config file
Tue Jun 15 15:39:05 2021 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 15 15:52:55 2021 5 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;
Tue Jun 15 16:05:16 2021 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 15 16:49:55 2021 5 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;
Tue Jun 15 17:03:29 2021 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 15 17:58:52 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 15 18:59:09 2021 5 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;
Wed Jun 16 04:34:29 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 04:40:28 2021 5 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;
Wed Jun 16 06:39:25 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 06:43:51 2021 5 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;
Wed Jun 16 06:47:20 2021 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 06:49:21 2021 5 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;
Wed Jun 16 07:18:25 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 07:40:02 2021 5 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;
Wed Jun 16 07:56:45 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 07:58:00 2021 5 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;
Wed Jun 16 08:07:11 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 08:11:20 2021 5 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;
Wed Jun 16 08:58:45 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 09:00:17 2021 5 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;
Wed Jun 16 09:29:23 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 09:31:11 2021 5 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;
Wed Jun 16 10:38:58 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 10:41:31 2021 5 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;
Wed Jun 16 10:43:42 2021 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 10:44:33 2021 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 10:44:36 2021 5 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;
Wed Jun 16 10:44:39 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 10:52:26 2021 5 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;
Wed Jun 16 10:56:31 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 16 10:59:51 2021 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;C

[Dreadnaught72]

Here are the upstream and downstream logs

Downstream
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
2 147000000 5.599998 38.983261 QAM256 2
1 139000000 6.300003 37.355988 QAM256 1
3 155000000 5.699997 38.605377 QAM256 3
4 163000000 6.000000 38.605377 QAM256 4
5 171000000 5.099998 38.983261 QAM256 5
6 179000000 5.800003 38.605377 QAM256 6
7 187000000 4.800003 38.605377 QAM256 7
8 195000000 5.000000 38.605377 QAM256 8
9 203000000 5.099998 38.605377 QAM256 9
10 211000000 4.699997 38.605377 QAM256 10
11 219000000 4.099998 37.355988 QAM256 11
12 227000000 3.000000 37.636276 QAM256 12
13 235000000 3.900002 38.605377 QAM256 13
14 243000000 2.000000 38.605377 QAM256 14
15 251000000 3.599998 38.983261 QAM256 15
16 259000000 2.500000 38.605377 QAM256 16
17 267000000 4.099998 38.983261 QAM256 17
18 275000000 2.500000 38.605377 QAM256 18
19 283000000 3.599998 38.983261 QAM256 19
20 291000000 2.700001 38.983261 QAM256 20
21 299000000 2.900002 38.983261 QAM256 21
22 307000000 2.400002 38.983261 QAM256 22
23 315000000 3.299999 38.983261 QAM256 23
24 323000000 1.799999 38.605377 QAM256 24
25 331000000 3.700001 38.605377 QAM256 25
26 371000000 1.599998 38.605377 QAM256 26
27 379000000 0.900002 38.605377 QAM256 27
28 387000000 1.599998 38.605377 QAM256 28
29 395000000 0.700001 38.605377 QAM256 29
30 403000000 0.099998 38.605377 QAM256 30
31 411000000 0.799999 37.636276 QAM256 31
32 419000000 2.099998 38.605377 QAM256 32

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
2 Locked 38.983261 0 0
1 Locked 37.355988 0 0
3 Locked 38.605377 2 0
4 Locked 38.605377 0 0
5 Locked 38.983261 0 0
6 Locked 38.605377 0 0
7 Locked 38.605377 0 0
8 Locked 38.605377 0 0
9 Locked 38.605377 0 0
10 Locked 38.605377 0 0
11 Locked 37.355988 6 0
12 Locked 37.636276 0 0
13 Locked 38.605377 0 0
14 Locked 38.605377 0 0
15 Locked 38.983261 0 0
16 Locked 38.605377 0 0
17 Locked 38.983261 3 0
18 Locked 38.605377 0 0
19 Locked 38.983261 0 0
20 Locked 38.983261 0 0
21 Locked 38.983261 0 0
22 Locked 38.983261 0 0
23 Locked 38.983261 0 0
24 Locked 38.605377 0 0
25 Locked 38.605377 0 0
26 Locked 38.605377 0 0
27 Locked 38.605377 0 0
28 Locked 38.605377 0 0
29 Locked 38.605377 0 0
30 Locked 38.605377 0 0
31 Locked 37.636276 0 0
32 Locked 38.605377 0 0

Upstream

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 42.500000 5120 KSym/sec 64QAM 10
2 39400000 43.000000 5120 KSym/sec 64QAM 4
3 46200000 42.250000 5120 KSym/sec 64QAM 3
4 32600000 44.250000 5120 KSym/sec 64QAM 5

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 21 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0

[lotharmat · Accepted solution]

There are quite a few T3 timeouts and the log looks horrid - VM definitely need to take a look at this as your power levels look fine!

although the 'spread of them' 0.09 --> 6.3 could be problematic!

Hang tight for a VM forum rep!

[Dreadnaught72]

Thanks really do appreciate the help 🙂 I work helpdesk so have limited knowledge of basic IT stuff but this is a bit beyond my realm!

I've set up the Quality Monitor, how long would you advise I leave it to gather data, it's currently blank but I suspect thats because I just set it up

[lotharmat]

It would take a good few hours to show anything meaningful - But when they see the log they should be able to action something before seeing the BQM! (I've not seen some of those messages in the log before so something looks clearly wrong!)

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW

[Dreadnaught72]

Fantastic thanks, Hopefully one of the reps will see it and respond.

[Dreadnaught72]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/47f74fdc60fad26cc7ed446b49040aacf67d46e3

link to live graph 

[Sasha_W]

Hi @Dreadnaught72, 

Welcome to the forum page and thanks for posting this on here. 

Sorry to hear you're having some issues with your intermittent connection but we can certainly look into this for you. 

I will pop you over a PM so we can take a closer look into this, please look out for the purple envelope at the top right hand corner of your screen as this will take you to PM's. 

Thanks