on 21-06-2021 19:51
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; |
on 24-06-2021 12:04
on 24-06-2021 12:13
Yes, thank you. Appointment all confirmed.
on 24-06-2021 12:17
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
on 27-07-2021 09:07
on 27-07-2021 09:28
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.
on 27-07-2021 12:54
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
on 27-07-2021 15:50
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
on 01-08-2021 09:33
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?
on 01-08-2021 11:24
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
on 04-08-2021 07:55