Internet Regularly Dropping Out

[WanderBeyond]

Hi,

We've been having issues with the internet dropping out for quite a while now, but I've recently started working from home I'm struggling to tolerate it. We have the Hub3 and we're on Volt M200. It's not just WiFi either as the wired PS5 also drops for a couple of seconds at least once every time I use it.

I last rebooted the router yesterday afternoon which didn't improve things, and it has been worse than ever this morning.

Does it look like we'll need an engineer from the below? There are no reported local issues.

Live BQM 

 

 

[WanderBeyond]

Not sure if these are of any use but seem to appear a lot on here:

Downstream bonded channels

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

1	331000000	0.2	38	256 qam	25
2	267000000	1.4	38	256 qam	17
3	275000000	1.2	38	256 qam	18
4	283000000	0.7	38	256 qam	19
5	291000000	0.5	38	256 qam	20
6	299000000	0.5	38	256 qam	21
7	307000000	0.2	38	256 qam	22
8	315000000	0.2	38	256 qam	23
9	323000000	0.2	38	256 qam	24
10	339000000	0.2	38	256 qam	26
11	347000000	0.2	38	256 qam	27
12	355000000	0.2	38	256 qam	28
13	363000000	0.5	38	256 qam	29
14	371000000	0.5	38	256 qam	30
15	379000000	0.7	38	256 qam	31
16	387000000	0.7	38	256 qam	32
17	395000000	0.5	38	256 qam	33
18	403000000	0.4	38	256 qam	34
19	411000000	0.7	38	256 qam	35
20	419000000	0.7	38	256 qam	36
21	427000000	0.5	38	256 qam	37
22	435000000	0.2	38	256 qam	38
23	443000000	0.2	38	256 qam	39
24	451000000	0.4	38	256 qam	40

Downstream bonded channels

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

1	Locked	38.6	8	0
2	Locked	38.9	6	0
3	Locked	38.6	6	0
4	Locked	38.6	13	0
5	Locked	38.6	8	0
6	Locked	38.6	17	0
7	Locked	38.6	16	0
8	Locked	38.6	10	0
9	Locked	38.6	8	0
10	Locked	38.6	15	0
11	Locked	38.6	11	0
12	Locked	38.6	8	0
13	Locked	38.6	7	0
14	Locked	38.9	11	0
15	Locked	38.9	7	0
16	Locked	38.9	19	0
17	Locked	38.9	9	0
18	Locked	38.9	11	0
19	Locked	38.9	8	0
20	Locked	38.9	7	0
21	Locked	38.9	12	0
22	Locked	38.6	8	0
23	Locked	38.9	19	0
24	Locked	38.9	1	0

[WanderBeyond]

Upstream bonded channels

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

1	36600000	47	5120	64 qam	3
2	23600000	45	5120	64 qam	5
3	30100000	45.5	5120	64 qam	4
4	43100000	46	5120	64 qam	2
5	49600000	47	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	221	0
5	ATDMA	0	0	0	0

[WanderBeyond]

Network Log

Time Priority Description

25/07/2023 10:08:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2023 10:02:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2023 10:02:5	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2023 09:41:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2023 09:40:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2023 08:46:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2023 08:46:51	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2023 18:11:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2023 18:11:28	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2023 15:09:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2023 15:09:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 13:38:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 12:56:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 12:56:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2023 07:43:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2023 00:56:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2023 00:56:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 09:57:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2023 12:56:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2023 12:56:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[WanderBeyond]

Guess I'll call for an engineer.

[Gareth_L]

Hello WanderBeyond.

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with services.

Looking at the above BQM, it appears that we may have an SNR issue in the area. 
I'd like to take a look into this for you and see what is happening.
If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the  top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Hello WanderBeyond.

Thanks for those details.

I have had a look at your account and service.

We do have a local network issue right now.

It was first raised to us on the 23rd July and is due to be fixed on the 31st July.

The reference number is F010839595,

If the service is still the same on the 1st August, can you please pop back on here and we can chase this up for you.

More often than not the fault is fixed before the estimated fix date.

Sorry for any inconvenience this may be causing you.

Gareth_L 

[WanderBeyond]

Thanks for the update.

It was't too bad yesterday and I got through my Teams interview without issue. Fortunately, I have a fair amount of mobile data thanks to Volt as today looks bad already on the BQM.

[Gareth_L]

Hello WanderBeyond.

Thanks for the update.

Glad you got though the Teams calls safely and the Volt benefits are coming in handy.

How have things been since Friday? 

Gareth_L

[WanderBeyond]

I was on leave last week but we're still having a few broadband issues this morning.

When I go onto the service status it says there are no issues but when I click the still having issues button it says there are issues in the area?