Intermittent total internet loss - long term issue

[Ruthy60]

Hello, I've been experiencing intermittent total internet loss for a while. It's normally a small duration of a few seconds, which causes problems, but it's been getting worse. I thought it was my network for a long time but I've directly connected a laptop to the hub via ethernet in router mode and it experiences the same losses.

This has continued despite getting a new hub when I recently updated packages. I have been logging the drops, and it will be for a few seconds every few hours. It happens pretty much daily This causes a knock on effect throughout the network though because it is a 100% disconnect. Sometimes there are periods where it will switch on and off rapidly over the space of a few minutes.

Error messages on the router network logs sometimes corresppond to these events directly, sometimes around the same time. I don't know much about the subject, so any help so I don't end up spending 10 hours on the phone would be nice.

Example log of internet loss ( American date format - 12th november )

Spoiler

11/12/2023 12:07:48 PM	Online	14:07:56
11/12/2023 12:07:47 PM	No Internet connection	0:00:01
11/12/2023 12:07:42 PM	Online	0:00:05
11/12/2023 12:07:22 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:20
11/12/2023 12:07:19 PM	Online	0:00:03
11/12/2023 12:04:48 PM	No Internet connection	0:02:31
11/12/2023 12:04:44 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:04
11/12/2023 11:08:37 AM	Online	0:56:07
11/12/2023 11:08:35 AM	No Internet connection. Wi-Fi/Ethernet OK	0:00:02
11/12/2023 11:08:33 AM	Online	0:00:02
11/12/2023 11:08:32 AM	No Internet connection. Wi-Fi/Ethernet OK	0:00:01
11/12/2023 10:42:06 AM	Online	0:26:26
11/12/2023 10:42:05 AM	No Internet connection. Wi-Fi/Ethernet OK	0:00:01

Example errors from HUB network log

Spoiler

12-11-2023 12:06:09	critical	No Ranging Response received - T3 time-out;[removed mac addresses]
12-11-2023 12:06:04	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;[removed mac addresses]

Other examples of are "12-10-2023 01:24:16 critical 16 consecutive T3 timeouts while trying to range on upstream"

I don't know anything about the subject but a lot of the ones about t3 timeouts, sync timing errors, power level exceptions, Dynamic range winow violations, profile changes, happen around the internet drops. Lots of "critical" errors.


These are from today when resetting the router : 

22-11-2023 14:10:58	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;[removed]
22-11-2023 14:10:58	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[removed]
22-11-2023 14:10:58	warning	Dynamic Range Window violation

ThinkBroadband monitor from today

Spoiler

Downstream power 

Spoiler

3.0 Downstream channels

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

1	507000000	4.4	39	QAM 256	13
2	483000000	4	38	QAM 256	10
3	491000000	4.3	38	QAM 256	11
4	499000000	4.5	38	QAM 256	12
5	515000000	4.2	38	QAM 256	14
6	523000000	4.3	39	QAM 256	15
7	531000000	4	38	QAM 256	16
8	539000000	3.7	39	QAM 256	17
9	547000000	4	38	QAM 256	18
10	555000000	4.1	39	QAM 256	19
11	563000000	3.9	39	QAM 256	20
12	571000000	3.9	39	QAM 256	21
13	579000000	4.1	39	QAM 256	22
14	587000000	4.2	39	QAM 256	23
15	595000000	4.1	39	QAM 256	24
16	603000000	4.2	39	QAM 256	25
17	611000000	4.4	39	QAM 256	26
18	619000000	4.4	39	QAM 256	27
19	627000000	4.1	39	QAM 256	28
20	635000000	4.4	39	QAM 256	29
21	643000000	5	39	QAM 256	30
22	651000000	5.2	39	QAM 256	31
23	659000000	5.5	39	QAM 256	32
24	667000000	5.8	39	QAM 256	33
25	675000000	6.4	39	QAM 256	34
26	683000000	6.2	39	QAM 256	35
27	691000000	5.9	39	QAM 256	36
28	699000000	6.3	39	QAM 256	37
29	707000000	6.5	39	QAM 256	38
30	715000000	6.5	40	QAM 256	39
31	723000000	6.4	40	QAM 256	40

3.0 Downstream channels

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

1	Locked	39	0	0
2	Locked	38	0	0
3	Locked	38	1	0
4	Locked	38	0	0
5	Locked	38	0	0
6	Locked	39	0	0
7	Locked	38	0	0
8	Locked	39	0	0
9	Locked	38	0	0
10	Locked	39	0	0
11	Locked	39	1	0
12	Locked	39	0	0
13	Locked	39	0	0
14	Locked	39	0	0
15	Locked	39	0	0
16	Locked	39	0	0
17	Locked	39	0	0
18	Locked	39	0	0
19	Locked	39	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	39	0	0
23	Locked	39	0	0
24	Locked	39	0	0
25	Locked	39	0	0
26	Locked	39	0	0
27	Locked	39	0	0
28	Locked	39	0	0
29	Locked	39	0	0
30	Locked	40	0	0
31	Locked	40	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

41

6.7

24896590

0

Upstream power :

Spoiler

3.0 Upstream channels

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

0	49600000	49.8	5120	QAM 64	1
1	43100000	49.8	5120	QAM 64	2
2	36600000	49.3	5120	QAM 64	3
3	30100000	49	5120	QAM 64	4
4	23600000	48.8	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	4	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

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

6

10

43.7

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

[Roger_Gooner]

Can you post the full log.

[Ruthy60]

Sorry for the delayed answer.

I reset the router around 14:00 on  22-11-2023, so that log period of offline is that.

Current network log :

Spoiler

Network Log

Time Priority Description

24-11-2023 11:00:23	notice	GUI Login Status - Login Success from LAN interface
24-11-2023 05:50:55	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;
24-11-2023 05:50:55	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 05:10:29	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;
24-11-2023 05:10:29	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;
24-11-2023 05:00:23	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;
24-11-2023 05:00:23	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 03:29:28	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;
24-11-2023 03:29:28	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;
23-11-2023 22:17:09	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2023 22:17:09	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;
23-11-2023 21:08:33	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;
23-11-2023 21:08:33	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;
23-11-2023 20:56:22	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;
23-11-2023 20:56:22	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-11-2023 20:46:14	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;
23-11-2023 20:46:14	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;
22-11-2023 15:01:10	notice	GUI Login Status - Login Success from LAN interface
22-11-2023 14:37:53	notice	GUI Login Status - Login Success from LAN interface
22-11-2023 14:11:31	notice	GUI Login Status - Login Success from LAN interface
22-11-2023 14:11:07	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;
22-11-2023 14:11:07	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;
22-11-2023 14:11:03	notice	REGISTRATION COMPLETE - Waiting for Operational status
22-11-2023 14:10:58	warning	Dynamic Range Window violation
22-11-2023 14:10:58	warning	Dynamic Range Window violation
22-11-2023 14:10:58	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;
22-11-2023 14:10:58	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;
22-11-2023 14:10:57	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;
22-11-2023 14:10:57	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;
22-11-2023 14:10:57	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;
22-11-2023 14:10:57	warning	Dynamic Range Window violation
22-11-2023 14:10:57	warning	Dynamic Range Window violation
22-11-2023 14:10:52	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;
22-11-2023 14:10:44	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-11-2023 14:10:42	notice	Honoring MDD; IP provisioning mode = IPv4
22-11-2023 14:10:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Also 
Log of connection loss over same period :

Spoiler

Log

Date and time Status Status duration

11/24/2023 11:01:44 AM	Online	See "Online for"
11/24/2023 11:01:43 AM	No Internet connection. Wi-Fi/Ethernet OK	0:00:01
11/24/2023 6:02:55 AM	Online	4:58:48
11/24/2023 6:02:54 AM	No Internet connection. Wi-Fi/Ethernet OK	0:00:01
11/24/2023 6:02:46 AM	Online	0:00:08
11/24/2023 6:02:45 AM	No Internet connection. Wi-Fi/Ethernet OK	0:00:01
11/23/2023 11:06:13 PM	Online	6:56:32
11/23/2023 11:06:11 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:02
11/23/2023 9:22:45 PM	Online	1:43:26
11/23/2023 9:22:43 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:02
11/23/2023 7:24:33 PM	Online	1:58:10
11/23/2023 7:24:33 PM	No Internet connection. Wi-Fi/Ethernet OK	0
11/23/2023 6:10:42 PM	Online	1:13:51
11/23/2023 6:10:42 PM	No Internet connection. Wi-Fi/Ethernet OK	0
11/23/2023 5:46:13 PM	Online	0:24:29
11/23/2023 5:46:10 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:03
11/23/2023 5:40:23 PM	Online	0:05:47
11/23/2023 5:40:22 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:01
11/23/2023 5:40:19 PM	Online	0:00:03
11/23/2023 5:40:18 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:01
11/23/2023 5:00:01 PM	Online	0:40:17
11/23/2023 4:59:58 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:03
11/22/2023 2:11:52 PM	Online	1 day 2:48:06
11/22/2023 2:11:33 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:19
11/22/2023 2:11:29 PM	Online	0:00:04
11/22/2023 2:08:56 PM	No Internet connection	0:02:33
11/22/2023 2:08:30 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:26
11/22/2023 2:00:32 PM	Online	0:07:58
11/22/2023 1:56:43 PM	No Internet connection	0:03:49
11/22/2023 1:56:17 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:26
11/22/2023 3:09:06 AM	Online	10:47:11
11/22/2023 3:09:06 AM	No Internet connection. Wi-Fi/Ethernet OK	0
11/21/2023 11:57:18 PM	Online	3:11:4

[Molly_T]

Hi Ruthy 👋 Welcome to the community! Thank you for posting. 

Sorry to hear about these issues with an intermittent connection. 

Looking at things for you, the hub is showing 8 disconnections in the past month, but none in the past week -including any since your post. The last disconnection registering on the hub is from 12.11.23. 

Are these issues that are you experiencing happening at the moment?

There are also no issues for concern happening in the local area that would be affecting your connection in this way. 

If you can let us know about the following it may help us identify the cause of the issue so we can offer further support;

Are you seeing any change on the lights of the hub when this is happening? 

Does it happen across multiple devices at the same time?

Do you have any 3rd party equipment connected?

Are you connecting via any VPN?

Let us know! Thanks for your patience in the meantime! 🌞

[Ruthy60]

Hello,
Thank you for taking the time to look into this and giving me that information.

Are these issues that are you experiencing happening at the moment?
The issue is still happening after the 12th. On the 14th of November it was lost for 5 minutes at 00:38 according to my log. Also every pretty much every day since the 12th it has gone down between 0 and 10 times a day for a few seconds. So yes it's a bit puzzling, is the hub meant to log every disconnect?

Are you seeing any change on the lights of the hub when this is happening?
I've never checked, I will try to but the intermittent nature at random times makes it quite hard.

Do you have any 3rd party equipment connected?

I have attached a diagram above. I take 3rd party equipment to mean another router? Yes, I have the hub in normal mode right now with wireless disabled. This is connected to a synology router which handles the wireless, and then the rest of the network.

Does it happen across multiple devices at the same time?
All devices on the network lose connection at the same time. The router loses connection, and as such everything connected to it does too.
The laptop or any devices connected to the hub directly also lose connection at the same time.
The hub directly connected devices get internet back quicker than the router, but only by a second or two.

Are you connecting via any VPN?
No, not for the network as a whole. I believe one PC connects via a VPN to a workplace internet but the issues happen on everything. 

Thank you for your help.

[Roger_Gooner]

In most cases the "DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value" warning is harmless. However, if the discrepancy is too large it can cause the cable modem to lose connection to the CCAP, possibly resulting in slow internet speeds, intermittent outages or complete loss of internet service.

On your network: I don't like two DHCP routers for residential use, so put your hub into modem mode and connect everything to your switch.

[Tom_W1]

Hi @Ruthy60 thanks a lot for your reply.

So as Molly has mentioned, we can't see any disconnections in the time you've stated there are any, so this may be a fault influenced by the third party network you have running alongside this.

Can you please try to remove the second router and run your Hub normally, using the Hub's WiFi instead? Please let us know how you get on.

Many thanks

[Ruthy60]

Ok thank you for that information, I will try and do that with the confirmation the hub isn't registering disconnects.
I will remove the other router for a period to see if it continues, and if not I'll go around and remove the network devices one by one etc. Maybe I'll be back in a few weeks xD
Thank you again for the quick replies.


Also thank you Roger_Gooner for the information, I'll keep an eye out. And modem mode still had the same issues I believe, but I'll go back and confirm during re-testing.

[Ayisha_B]

Thanks @Ruthy60 

Let us know how you get on!

[legacy1]

Your BQM is just the Sample you need to set it up.

Broadband Quality Monitor | thinkbroadband

and use hub in modem mode