Internet Intermittently Cutting Out

[garetht1985]

Having a tricky issue and looking for some help. 

Throughout the day, my internet cuts out for a minute or so before reconnecting. Seems to happen more when I’m using more bandwidth, particularly video conferencing with work. The WiFi signal remains active but I lose all connection. Happens to all devices simultaneously so can’t be the work laptop or anything like that. Happens far less frequently on evenings and weekends so at a loss on what could cause it. 

Issue started maybe 6 weeks ago but has grown more frequent ever since. Starting to impact my home working, particularly as I’m the guy who keeps disappearing from video calls!

Router is a Superhub 3 and it’s a 100mb fibre connection that was flawless up until this issue. 

All suggestions appreciated, cheers 

[Hoogie1]

Hi same issue here for several months. Cutting out very regularly and router restarting. Have a technician coming on Thursday after past two have been cancelled due to faults in the area which were subsequently fixed but didn't fix my issue. 

Following guidance on this website and pasting link to broadband tracking started yesterday. Please can you provide me with any advice or fault identification would be good to get fixed.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/33c8bc39cf84e3b843cc34a6f847e5bfddd07ded-17-08-2021

[Hoogie1]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

[Hoogie1]

Router status

Status

Downstream

Upstream

Configuration

Network Log

Refresh data

Downstream bonded channels

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

1 203000000 5.4 38 256 qam 9

2 211000000 5.4 38 256 qam 10

3 219000000 5.4 38 256 qam 11

4 227000000 5.5 38 256 qam 12

5 235000000 5.5 38 256 qam 13

6 243000000 5.5 38 256 qam 14

7 251000000 5.3 38 256 qam 15

8 259000000 5.4 38 256 qam 16

9 267000000 5 38 256 qam 17

10 275000000 5.3 38 256 qam 18

11 283000000 4.9 38 256 qam 19

12 291000000 5 38 256 qam 20

13 299000000 4.5 38 256 qam 21

14 307000000 4.8 38 256 qam 22

15 315000000 4.5 38 256 qam 23

16 323000000 4.5 38 256 qam 24

17 331000000 4.4 38 256 qam 25

18 339000000 4.6 38 256 qam 26

19 347000000 5 38 256 qam 27

20 355000000 5 38 256 qam 28

21 363000000 4.6 38 256 qam 29

22 371000000 4.5 38 256 qam 30

23 379000000 4.8 38 256 qam 31

24 387000000 4.3 38 256 qam 32

[Hoogie1]

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

1	Locked	38.9	7218	161528
2	Locked	38.6	16183	185589
3	Locked	38.9	6613	164514
4	Locked	38.6	7910	176420
5	Locked	38.9	8536	163647
6	Locked	38.6	8674	166103
7	Locked	38.9	7563	183025
8	Locked	38.6	8423	203184
9	Locked	38.6	10714	193373
10	Locked	38.6	11135	174127
11	Locked	38.6	10821	183395
12	Locked	38.9	7795	161897
13	Locked	38.6	5252	160389
14	Locked	38.6	6963	147085
15	Locked	38.9	7767	164162
16	Locked	38.9	7837	156952
17	Locked	38.9	9828	132795
18	Locked	38.6	13095	143321
19	Locked	38.9	16482	143117
20	Locked	38.9	19332	150810
21	Locked	38.9	20582	154523
22	Locked	38.9	20849	151218
23	Locked	38.9	8263	141059
24	Locked	38.9	24613	183330

[Hoogie1]

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

1 53700000 43 5120 64 qam 2

2 46200000 43 5120 64 qam 3

3 39400000 42.3 5120 64 qam 4

4 60300000 43.3 5120 64 qam 1

[Hoogie1]

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	67	0
2	ATDMA	0	0	71	0
3	ATDMA	0	0	62	0
4	ATDMA	0	0	37	0

[Hoogie1]

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

[Hoogie1]

SFID	244074
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

[Hoogie1]

SFID	244073
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Hoogie1]

Network LogTime Priority Description

17/08/2021 09:28:56	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:28:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:28:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:28:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:28:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:17:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:17:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:17:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:17:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:17:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:00:9	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:00:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:00:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:57:55	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:57:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:57:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:57:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:57:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:55:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:55:13	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;