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;

[Hayley_S]

Hello @jdbann,

Yes, we need to send someone out to investigate this further.

I am sorry for the issues recently.

We are limited to what we can see from here, the engineer can test the things we can not see.

Please let us know how it goes.

Thanks,

[jdbann]

Thank you Hayley, I understand.

There was an outage in the area over the weekend and our appointment was postponed. It was fixed within a couple of hours but we've not heard anything about arranging the appointment again. Could you check on that please?

[Travis_M]

Hi @jdbann

Thanks for posting on our community forum.

How is the connection today? Is the issue still ongoing? 

Regards

[jem101]

@jdbann just a thought but do you have any neighbours in the flats who are with VM, that you could ask if they are also experiencing issues?

It has occurred to me that if there is a intermittent bad connection somewhere upstream of your flat then it’s quite possible that you can have any number of engineer visits and they won’t necessarily see any problems. You only need a cracked cable or iffy joint somewhere which moves slightly every time someone walks past and it will give you exactly the problems you are seeing.

[jdbann]

Hey Travis,

It's probably too soon to say for sure but it looks a lot more reliable. Could I ask what has changed? Have any repairs been made? Would be good to understand so we can be clear if anything comes up again in future.

Thanks,

John

[Paulina_Z]

Hi @jdbann,

Thank you for coming back to us about your connection issue. 

How is your connection at the moment? 

The issues you could have been experiencing could have been experienced by some people in your area. Once an outage is recognised, our technicians will come out to the area and resolve the area wide issue. 

Your problems could have stemmed from the area issue, so once that was resolved, so were your connection issues.

Please let us know if you're having any issues with your connection. We're more than happy to help.

Thanks! 🙂

[jdbann]

Thank you Paulina, and everyone else who supported on the thread. It was an incredibly frustrating few months but it really does look like the issue has been resolved and we have decent functioning internet again. I really appreciate everyones' assistance 🥳