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;

[Alex_RM]

Hi jdbann,

I've had a look and it looks like there is still an ongoing SNR area issue.

Fault reference- F009187712 estimated fix date is tomorrow lunchtime.

Alex_Rm

[jdbann]

Thank you Alex! Is there a way I can check the state of the fault myself? Or should I just check back in on Friday?

[Alex_RM]

No worries, 

As this type of issue is intermittent it won't show on the service status page,

Happy to give you updates here however 🙂

Alex_Rm

[jdbann]

Hi!

Can I check if the issue has been resolved?

Thanks!

[jdbann]

Hey hi!

Can anyone confirm if the fault is resolved? We were told that a fault had been fixed in our area but I’m not sure if it’s this one. We’re still seeing the same problems.

Many thanks,

John

[Paul_DN]

Hi jdbann,

Thank you for coming back to us and welcome, I have had a look at things our end and although I can no longer see any area issue it does show a possible connectivity issue your end.

Please can you check all your internal connections are hand tight including where the cable comes in?

Once you have done this could you try a pin rest, 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?

Regards

Paul.

[jdbann]

Hi Paul,

I can confirm that all internal connections are tight - as they were when they were reinstalled by the engineer who visited us two weeks ago.

I tried the pin reset over the weekend when we were requested to in the confirmation that the area issue was resolved and still had the issue. I tried a reset again a couple of days later when the connection cut for the entire morning.

We have proved many times over that this issue is not due to our physical setup - this was confirmed by the engineer who even replaced our Hub during his visit.

[Robert_P]

Thanks for the update jdbann, from looking at the connection I can see issues with your downstream power levels. This is impacting at least half of the channels and will require a technician to come out and take a look.

I'm going to send you a Private Message to get some more details from you and look forward to hearing back from you.

Rob

[Robert_P]

Thanks for confirm the details jdbann, I have arranged the visit which you can view here.

If there are any issues with the appointment please let me know and I can look to reschedule it but any changes may delay the visit.

Let us know how it goes.

Rob

[jdbann]

We need a third visit? Do these power levels just change over time? The engineer confirmed they were in good levels on the old box and when we swapped the box and the line he waited for it to finish cycling and confirmed the levels again - they were all fine.

Will this just continue to happen because it seems like everything that could be done in the flat has been done and the issue has to be with some part of the VM infrastructure in the building.

We cannot provide the engineer with access to anything other than our flat - for the rest they need to make an appointment with the council.

Sorry, I don't mean to be rude about this. I'm just so frustrated with the constant issues and lack of any real explanation. Even when I try to post this message my connection drops. We're almost at two months since I sent the first post, and even then the problem had been going on for a couple of months with no resolution from phone support.