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RichardF1
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Internet connection dropping multiple times a day

[For Information - Related Device in Post Microsoft due to limited choice - all devices effected]

Internet connection (wired and Wi-Fi) dropping multiple times a day for the past week for all devices (phones, laptops, TV etc.)  Posting network logs if anyone can help - service is becoming unusable.

Connections are all finger tight.

Please help.

Network LogTime Priority Description
01/01/1970 00:01:23ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2019 21:50:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 22:21:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2019 02:59:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:22ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2019 08:29:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2019 13:02:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 05:37:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 12:00:28ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2019 12:32:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:22ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:46Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2019 16:35:28ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2019 16:46:45ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2019 16:46:45noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2019 17:49:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:22ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2019 21:57:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Very Insightful Person
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Message 2 of 12
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Re: Internet connection dropping multiple times a day

Can you post your power levels from your HUB?

 

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RichardF1
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Message 3 of 12
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Re: Internet connection dropping multiple times a day

Thanks for getting back to me. Where would I find the power levels on the hub?
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Very Insightful Person
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Message 4 of 12
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Re: Internet connection dropping multiple times a day

Which HUB do you have?

 

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RichardF1
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Message 5 of 12
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Re: Internet connection dropping multiple times a day

3.0
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jbrennand
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Message 6 of 12
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Re: Internet connection dropping multiple times a day

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom middle - of first page up and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, & network logs Pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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RichardF1
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Message 7 of 12
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Re: Internet connection dropping multiple times a day

OK - will have to do so when I return from work this evening. In the meantime, any indication if this could be fixed through settings or if it is likely to be a hardware issue?
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RichardF1
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Message 8 of 12
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Re: Internet connection dropping multiple times a day

So I called the support number this evening and despite all status and area checks and diagnostic tools being run with no issue I was informed that there is an intermittent issue in my area which may not be resolved until the 4th June! Begs the question, what is the point of having status tools when such a major outage is not reported. In addition I am only being notified because I rang to enquire.

Pretty unimpressed - family have been having to work from local cafes and libraries and son has used all his mobile allowance to complete his homework. Poor service from VM here.

I assume it is pointless posting information you suggested above?
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Message 9 of 12
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Re: Internet connection dropping multiple times a day

May as well chuck them up, could be a line issue in addition to an area issue.

 

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RichardF1
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Message 10 of 12
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Re: Internet connection dropping multiple times a day

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 435000000 6.5 37 256 qam 4
2 411000000 6.9 38 256 qam 1
3 419000000 6.5 38 256 qam 2
4 427000000 6.5 37 256 qam 3
5 443000000 6.5 38 256 qam 5
6 451000000 6.4 37 256 qam 6
7 459000000 6.1 37 256 qam 7
8 467000000 6.4 38 256 qam 8
9 475000000 6.5 38 256 qam 9
10 483000000 6.1 37 256 qam 10
11 491000000 5.6 37 256 qam 11
12 499000000 5.3 37 256 qam 12
13 507000000 5.6 38 256 qam 13
14 515000000 5.9 38 256 qam 14
15 523000000 6 37 256 qam 15
16 531000000 5.5 37 256 qam 16
17 539000000 6 37 256 qam 17
18 547000000 6.5 37 256 qam 18
19 555000000 6.4 37 256 qam 19
20 563000000 6 37 256 qam 20
21 571000000 5.9 37 256 qam 21
22 579000000 6.1 37 256 qam 22
23 587000000 6.3 36 256 qam 23
24 595000000 5.9 36 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 347 0
2 Locked 38.6 253 0
3 Locked 38.6 231 0
4 Locked 37.6 255 0
5 Locked 38.9 315 0
6 Locked 37.6 384 0
7 Locked 37.6 432 27
8 Locked 38.6 471 0
9 Locked 38.9 457 0
10 Locked 37.6 574 0
11 Locked 37.6 569 0
12 Locked 37.6 731 0
13 Locked 38.6 584 0
14 Locked 38.6 561 0
15 Locked 37.6 560 0
16 Locked 37.3 565 0
17 Locked 37.6 602 0
18 Locked 37.6 753 0
19 Locked 37.6 719 0
20 Locked 37.3 798 0
21 Locked 37.3 814 0
22 Locked 37.3 1011 0
23 Locked 36.6 1069 0
24 Locked 36.6 1176 0
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