Internet and TV keep dropping

[Bennyboy2706]

Hi.

We had our services installed in July and was all fine. Since then we have had a mini box installed. In the last couple of months at least twice a day sometimes more, the internet drops and takes everything offline with it including the TV boxes which refuse to do anything that uses the internet and both wont even play recordings. When this happens the router says it has a connection when nothing will load.

Here are 2 pictures of what both tv boxes do when the internet drops.

And when the internet does drop, our phones show the following message.

“The WiFi network (our network name) does not appear to be connected to the internet” and then we get two options given by our iPhones “Use Mobile Data” or “Keep Trying WiFi” 

[Bennyboy2706]

It dropped again around 10:25 this morning, came back just after 10:30

Downstream bonded channels

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

1	202750000	4.3	40	256 qam	9
2	210750000	3.9	40	256 qam	10
3	218750000	3.5	40	256 qam	11
4	226750000	3.2	40	256 qam	12
5	234750000	3.2	40	256 qam	13
6	242750000	3	40	256 qam	14
7	250750000	3.2	40	256 qam	15
8	258750000	3.5	40	256 qam	16
9	266750000	4.1	40	256 qam	17
10	274750000	4.5	40	256 qam	18
11	282750000	4.5	40	256 qam	19
12	290750000	4.5	40	256 qam	20
13	298750000	4.9	40	256 qam	21
14	306750000	4.8	40	256 qam	22
15	314750000	4.9	40	256 qam	23
16	322750000	5	39	256 qam	24
17	330750000	5.3	39	256 qam	25
18	338750000	5.1	39	256 qam	26
19	346750000	4.8	40	256 qam	27
20	354750000	4.5	40	256 qam	28
21	362750000	4.5	40	256 qam	29
22	370750000	4.6	40	256 qam	30
23	378750000	4.6	39	256 qam	31
24	386750000	4.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	585	1375
2	Locked	40.3	377	1403
3	Locked	40.9	1433	488
4	Locked	40.3	827	779
5	Locked	40.3	228	0
6	Locked	40.3	356	0
7	Locked	40.9	850	0
8	Locked	40.3	602	1415
9	Locked	40.3	1037	528
10	Locked	40.3	1270	195
11	Locked	40.3	641	949
12	Locked	40.9	1273	64
13	Locked	40.3	364	1163
14	Locked	40.3	581	0
15	Locked	40.3	268	0
16	Locked	39.3	1054	31
17	Locked	39.8	365	0
18	Locked	39.8	88	0
19	Locked	40.3	114	0
20	Locked	40.3	30	0
21	Locked	40.3	24	0
22	Locked	40.3	21	0
23	Locked	39.8	22	0
24	Locked	40.3	14	0

Upstream bonded channels

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

1	39400000	46.3	5120	64 qam	4
2	60300000	47.3	5120	64 qam	1
3	53700034	47	5120	64 qam	2
4	46199990	46.8	5120	64 qam	3

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	0	0

[Bennyboy2706]

Network Log

Time Priority Description

22/11/2021 11:10:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2021 11:09:41	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2021 10:30:57	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2021 10:30:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2021 16:58:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2021 16:16:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 19:16:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2021 12:45:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2021 16:16:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2021 13:30:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 21:02:0	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 12:54:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 04:16:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 21:23:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 10:09:22	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2021 00:13:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 19:27:59	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 09:59:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 09:41:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 09:34:22	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Lee_R]

Hi Bennyboy2706 thanks for getting back to us.

Sorry that your intermittent connection is ongoing.  I have had a remote look at your service from here again and I feel we need to send a technician.  I am going to send you a quick private message, to confirm your details.

Regards

Lee_R

[Lee_R]

Hi @Bennyboy2706 thanks for confirming your details with me.

I have booked the first available technician to attend your property.  You can view and amend your appointment here.

Regards

Lee

[Bennyboy2706]

Thank you very much. Hopefully it will all be sorted! 🙂

[Lee_R]

You're welcome @Bennyboy2706

Were you able to view the appointment?  

Regards

Lee

[Bennyboy2706]

So the technician came on Wednesday, said the levels were fine, replaced the hub. He said if it still happens after the hub was replaced then it could be a faulty Ethernet cable causing feedback to the hub. I’ve replaced all Ethernet cables with new ones and tonight (Saturday around 21:40) it all went down yet again. I was in the lounge playing on PS5 and my wife was in the bedroom watching recordings. Our iPhones displayed the same error as I posted before, the PS5 kicked me out of the game I was playing and the tv box in the bedroom displayed the following error (but carried on playing the recording it was playing at the time the issue occurred)

 

 

 

[Bennyboy2706]

Since it seems to be linked to when watching recordings in the bedroom (as the mini box talks to the main box through the hub) I’ve disconnected the main box Ethernet cable and linked it to WiFi to see if there is an issue within that.

[Tom_F]

Hi Bennyboy2706, sorry to hear issues are ongoing following the hub replacement. 

It's a strange one because I've taken a closer look from here and everything appears to be fine, all power levels are within spec and there are no signs of SNR or congestion - I appreciate that's not a reflection of your experience though.

To help us try and identify what is causing this can you please post more recent hub/bqm data?

Please let us know if disconnecting the Ethernet cable makes any difference.

Tom 

[Bennyboy2706]

Downstream bonded channels

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

1	330750000	4.5	40	256 qam	25
2	202750000	3.5	40	256 qam	9
3	210750000	3.2	39	256 qam	10
4	218750000	2.7	40	256 qam	11
5	226750000	2.5	40	256 qam	12
6	234750000	2.5	40	256 qam	13
7	242750000	2.5	40	256 qam	14
8	250750000	2.5	40	256 qam	15
9	258750000	2.7	38	256 qam	16
10	266750000	3.5	40	256 qam	17
11	274750000	3.9	40	256 qam	18
12	282750000	4	40	256 qam	19
13	290750000	4	40	256 qam	20
14	298750000	4.3	40	256 qam	21
15	306750000	4.1	40	256 qam	22
16	314750000	4.3	40	256 qam	23
17	322750000	4.5	40	256 qam	24
18	338750000	4.4	40	256 qam	26
19	346750000	4	40	256 qam	27
20	354750000	3.7	40	256 qam	28
21	362750000	3.9	40	256 qam	29
22	370750000	4	40	256 qam	30
23	378750000	4	40	256 qam	31
24	386750000	3.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	82	0
2	Locked	40.3	140	0
3	Locked	39.3	154	0
4	Locked	40.9	96	0
5	Locked	40.3	130	0
6	Locked	40.3	111	0
7	Locked	40.3	100	0
8	Locked	40.9	133	0
9	Locked	38.9	131	0
10	Locked	40.3	115	0
11	Locked	40.9	48	0
12	Locked	40.3	62	0
13	Locked	40.3	110	0
14	Locked	40.3	48	0
15	Locked	40.9	68	0
16	Locked	40.9	82	0
17	Locked	40.3	87	0
18	Locked	40.3	69	0
19	Locked	40.9	71	0
20	Locked	40.3	83	0
21	Locked	40.3	79	0
22	Locked	40.3	97	0
23	Locked	40.3	139	0
24	Locked	40.3	119	0

Upstream bonded channels

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

1	60300258	47	5120	64 qam	1
2	39400000	46	5120	64 qam	4
3	46200005	46.5	5120	64 qam	3
4	53700000	46.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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