Menu
Reply
MaxiSniper
  • 41
  • 0
  • 2
Tuning in
152 Views
Message 1 of 7
Flag for a moderator

Internet dropouts

Good evening all,

I'm hoping you might be able to help. I've been experiencing some issues with our internet for the past month, which has gotten considerably worse the past 2 days.

I am experiencing frequent short internet dropouts, which last between 15 secs to 1 minute. The WIFI stays connected, but the internet completely drops out. This has happened across several of my devices so far.

I am currently on the VM 100Mb package and haven't experienced anything quite as bad as this yet.

I have a seperate TP link router, which we use for WIFI. Our Superhub 3.0 stays in modem mode.

I have included below a few bits of useful information in the following posts that might help rule out the usual sources:

I have checked the power levels and SNR against the guide on this forum and they seem to be within tolerance levels. I have tried several power cycles and factory resets, to no avail.

If anyone has any further suggestions, please feel free to fire away!

Thanks,

James.

0 Kudos
Reply
MaxiSniper
  • 41
  • 0
  • 2
Tuning in
150 Views
Message 2 of 7
Flag for a moderator

Re: Internet dropouts

My router status pages:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
138750000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online
 

 

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

11387500004.137256 qam1
21467500003.737256 qam2
31547500003.537256 qam3
41627500003.537256 qam4
51707500003.437256 qam5
61787500003.237256 qam6
71867500003.237256 qam7
81947500003.537256 qam8
92027500003.537256 qam9
102107500003.537256 qam10
112187500003.537256 qam11
122267500003.737256 qam12
132347500003.537256 qam13
142427500003.537256 qam14
15250750000437256 qam15
16258750000537256 qam16
172667500005.537256 qam17
182747500005.438256 qam18
192827500005.338256 qam19
202907500005.438256 qam20
212987500005.437256 qam21
223067500005.538256 qam22
233147500005.438256 qam23
243227500005.538256 qam24



Downstream bonded channels

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

1Locked37.6200
2Locked37.390
3Locked37.650
4Locked37.350
5Locked37.360
6Locked37.360
7Locked37.350
8Locked37.350
9Locked37.380
10Locked37.640
11Locked37.6160
12Locked37.680
13Locked37.6120
14Locked37.650
15Locked37.640
16Locked37.660
17Locked37.680
18Locked38.6170
19Locked38.660
20Locked38.650
21Locked37.650
22Locked38.6180
23Locked38.660
24Locked38.640

 

Upstream bonded channels

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

16030000042.5512064 qam1
24620000042.3512064 qam3
33940000042512064 qam4
45370000042.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

0 Kudos
Reply
MaxiSniper
  • 41
  • 0
  • 2
Tuning in
149 Views
Message 3 of 7
Flag for a moderator

Re: Internet dropouts

Network Log

Time Priority Description

16/02/2021 19:09:47noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:32:32noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:31:24Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 09:23:57criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 09:24:14Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 09:24:6Warning!Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 08:53:49Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 08:53:35criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 08:52:50Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 01:44:9criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:46:50Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:37:46criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:25:53Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:14:56criticalNo Ranging Response received - T3 time-out;CM-MAC=:f3;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:14:0Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:06:29criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=:d0;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:06:29Warning!RCS Partial Service;CM-MAC=:f3;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 10:55:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 09:21:25Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

Please note: I have removed the MAC address

0 Kudos
Reply
MaxiSniper
  • 41
  • 0
  • 2
Tuning in
147 Views
Message 4 of 7
Flag for a moderator

Re: Internet dropouts

My Broadband Ping - VM Checker

Please note: The red bars are from the resets.

Think Broadband Graph 

0 Kudos
Reply
tehwolf
  • 1.65K
  • 270
  • 408
Superfast
141 Views
Message 5 of 7
Flag for a moderator

Re: Internet dropouts

well, everything looks to be broadly in spec - the worrying detail is the number of RCS partial service messages you seem to be getting - though I couldn't speculate as to why they are there - that'll need others with more knowledge than me about those errors.. the BQM is a bit of a mess - are you experiencing total dropouts that line up (time-wise) with the red blocks on the graph?

0 Kudos
Reply
Grumpster
  • 15
  • 0
  • 1
Tuning in
117 Views
Message 6 of 7
Flag for a moderator

Re: Internet dropouts

Hi Sniper

Somethings wrong there !!

Upstream bonded shows ONE T3 timeout. yet the network log clearly shows SEVEN T3 timeouts, unless my basic maths is wrong ??

I started monitoring the same nightmare for my daughter on 26th December, and sadly, she's now getting T6 timeouts !!!

Good luck

0 Kudos
Reply
MaxiSniper
  • 41
  • 0
  • 2
Tuning in
14 Views
Message 7 of 7
Flag for a moderator

Re: Internet dropouts

I've had several phone calls to the 'technical team' and there sending me a new superhub 😆.

I did try on several occassions to say this won't help, but hey ho.

The RCS partial service and T3 timeouts have gotten signifcantly worse as well...

0 Kudos
Reply