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Internet disconnection

hello, i am frequently experiencing an issue whereby my internet connection cuts out and all connected devices lose their access to the internet. This issue used to happen alot a few months ago but it went away on its own for a few weeks. It has resurfaced a few days ago and it happens at random. Firstly my devices lose connection, then the top light on the router flashes green and the botton horizonal line is solid green. After a few mins all lights are solid green and the bottom one goes white. After a while all lights go away and the issue resolves itself. I have tried contacting customer services but im unable to recreate the issue or be on the phone to them whilst its happening as its random so they were unable to help . Any advice is greatly appreciated.

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Very Insightful Person
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Re: Internet disconnection

Connect to your hub by following this link.

At the login page that comes up you DON'T login, you just click on the link that says "Check router status".  That brings up a window with five tabs.  If you copy and paste (as formatted text, not an image) the contents of the three tabs respectively titled Downstream, Upstream, and Network log into replies here, we can take a look and see if there's anything obviously amiss.

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Re: Internet disconnection

 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1194750000-640256 qam8
2202750000-6.238256 qam9
3210750000-6.938256 qam10
4218750000-6.738256 qam11
5226750000-6.538256 qam12
6234750000-6.540256 qam13
7242750000-6.740256 qam14
8250750000-6.740256 qam15
9258750000-6.540256 qam16
10266750000-6.240256 qam17
11274750000-6.540256 qam18
12282750000-6.240256 qam19
13290750000-640256 qam20
14298750000-5.740256 qam21
15306750000-5.740256 qam22
16314750000-5.540256 qam23
17322750000-5.740256 qam24
18402750000-6.738256 qam25
19410750000-6.440256 qam26
20418750000-6.438256 qam27
21426750000-6.740256 qam28
22434750000-6.738256 qam29
23442750000-6.438256 qam30
24450750000-5.740256 qam31



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.386368
2Locked38.937023
3Locked38.928916
4Locked38.929935
5Locked38.939819
6Locked40.346917
7Locked40.337119
8Locked40.321612
9Locked40.929324
10Locked40.326913
11Locked40.326017
12Locked40.320513
13Locked40.3986
14Locked40.36011
15Locked40.33811
16Locked40.95114
17Locked40.94411
18Locked38.9254
19Locked40.3260
20Locked38.9250
21Locked40.3192
22Locked38.91612
23Locked38.91413
24Locked40.3160

 

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Re: Internet disconnection

 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1537000005.1512064 qam6
2462000005.1512064 qam7
3394000005.1512064 qam8
4603000195.1512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Internet disconnection

 

Time Priority Description

10/07/2020 22:54:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 22:54:20criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 22:54:20ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 22:54:20criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 22:54:20criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 22:52:47criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 22:49:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 22:40:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 22:39:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 22:24:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 22:20:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 21:20:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 21:19:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 20:56:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 20:51:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 16:56:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 16:55:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 16:49:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 16:42:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2020 16:42:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: Internet disconnection

Hi Mohammed468,

 

Thanks for your post and I'm sorry to see you've been experiencing issues with your connection.

 

I can see that you have only 1 upstream channel showing rather than four and in addition five of your downstream channels out of spec.

 

This will require an engineer to come and visit to resolve and I'll drop you a PM to advise you of when I've managed to have this booked in for you

 

Kindest regards,

 

David_Bn

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Re: Internet disconnection

Thank you, do you require any adress details in private messages?

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Alessandro Volta
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Re: Internet disconnection

You'll need to pass security yes.

Is there an issue with giving your address?

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Re: Internet disconnection

Hi Mohammed468.

 

No, I've been able to look up your account, via your Community Forums profile and then found your Media account to book the engineer, which of course includes your address

 

Is the advised time and date suitable for you?

 

Kindest regards,

 

David

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Re: Internet disconnection

Yes the time and date is suitable. Thanks alot. 

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