Internet cuts out every 15-20 minutes for 20 seconds

[jdbann]

Our internet connection seems to cut out every 15-20 minutes for around 20 seconds before restoring. I use the Hub 3.0 as a modem, with a separate router, so the Wi-Fi stays connected.

Any advice or support would be greatly appreciated as I can't get through a meeting without this cutting out in a very embarrassing way.

I have seen similar issues where people have requested the details of the upstream, downstream and network logs so I've included them here:

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53700005	49	5120	64 qam	6
2	39400034	48.5	5120	64 qam	8
3	60300273	51	5120	64 qam	5
4	46200009	48	5120	64 qam	7

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

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	243000000	1.5	40	256 qam	14
2	139000000	7	40	256 qam	1
3	147000000	6.5	40	256 qam	2
4	155000000	5.3	40	256 qam	3
5	163000000	4.8	40	256 qam	4
6	171000000	5.1	40	256 qam	5
7	179000000	5.5	40	256 qam	6
8	187000000	4.1	40	256 qam	7
9	195000000	3.9	40	256 qam	8
10	203000000	3.7	40	256 qam	9
11	211000000	2.9	40	256 qam	10
12	219000000	3	32	256 qam	11
13	227000000	2.7	32	256 qam	12
14	235000000	2.7	40	256 qam	13
15	251000000	1.9	40	256 qam	15
16	259000000	1.5	40	256 qam	16
17	267000000	2	40	256 qam	17
18	275000000	1.2	40	256 qam	18
19	283000000	0.9	40	256 qam	19
20	291000000	1.9	40	256 qam	20
21	299000000	2.4	40	256 qam	21
22	307000000	2.2	40	256 qam	22
23	315000000	1.7	40	256 qam	23
24	323000000	1.5	40	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	692	346
2	Locked	40.9	29	3414
3	Locked	40.3	37	3429
4	Locked	40.3	168	3356
5	Locked	40.3	243	2577
6	Locked	40.9	51	3434
7	Locked	40.9	59	3381
8	Locked	40.9	47	3498
9	Locked	40.9	460	2986
10	Locked	40.3	437	1700
11	Locked	40.9	1518	1314
12	Locked	32.5	2541756	4658
13	Locked	32.6	120933	4582
14	Locked	40.9	1996	1726
15	Locked	40.9	2785	1808
16	Locked	40.3	1275	8653
17	Locked	40.3	1637	547
18	Locked	40.9	1405	1530
19	Locked	40.9	1420	360
20	Locked	40.3	1564	415
21	Locked	40.3	51	4015
22	Locked	40.9	96	4331
23	Locked	40.3	75	3970
24	Locked	40.9	289	4095

Network Log

Time	Priority	Description
21/06/2021 19:38:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:05:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:05:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:05:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:05:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 15:05:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 02:10:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 11:51:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 11:51:35	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:36:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:31:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:21:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:20:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:20:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:20:18	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:20:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:20:4	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:19:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:19:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Lee_R]

You're welcome @jdbann

I am assuming you've managed to view the appointment?

Regards

Lee

[jdbann]

Yes, thank you. Appointment all confirmed.

[Lee_R]

That's great @jdbann 

Remember if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand.

Regards

Lee_R

[jdbann]

I'm sorry to say this Lee but the problem seems to be back!

[Paul_DN]

Hi jdbann,

Thank you for reaching back out to us, we are sorry to see you are having issues again with your connection, I have had a look our end and cannot see any issues showing,  

I can see there are many devices connected via WIFI however it may be the case some of them are older devices which may not be connected, can you try a pin reset on the Router just to rule out a software issue and to clear any unused devices from the list, first check all the internal connections are hand tight then push a pin/ paper clip in the back of the Router where it says reset, push in until you feel it press then hold in for a timed 1 Minute, do not reboot during or after and allow 15 Minutes to settle afterwards?

Kind regards

Paul.

[jdbann]

Hi Paul,

I gave that a go around 11am as you suggested and already we've had a couple of these blips again.

Thanks,

John

[Laurie_C]

Hi John,

Thanks for confirming those details. I'm going to book a technician appointment so that we can look into this issue for you. I'll just need to confirm a few details via Private Message, please look out for a purple envelope in the top right corner of your screen.

Kind regards,

Laurie

[jdbann]

Hi Laurie (and everyone else on the forum team)

Thank you for setting up a visit from an engineer. They came on Friday and were incredibly helpful. They swapped out our Hub, found noise on the line so attached us to a different unused cable outside the building and should have left notes asking for a new cable to be installed.

It's now Sunday though and the service hasn't been much better:

On Friday afternoon I was seeing cut-outs again. I updated the monitor to the new IP around 2pm on Saturday and as you can see it was patchy, but then Sunday morning has been painful.

Is this likely to be an issue with the connection to the building? Is there anything extra you can do to help?

[Laurie_C]

Hi jdbann,

Thanks for getting back in touch, I'm glad that your engineer appointment went well, although it is obviously very disappointing that you are still having some issues.

I can see that there is an issue that has been reported on your account under the reference F009187712. This fault currently has an estimated resolution date of the 3rd of August 2021 at 16:05. Could you continue to monitor your connection after this date, and let us know if you are still having problems?

Kind regards,

Laurie

[jdbann]

Thanks for the info about the fault - not sure if that was an outside thing or just the details from the visit? News to me either way!

If that was all resolved by 16:05 on the 3rd then I'm sorry to say that we're still seeing these frequent bouts of packet loss...