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Internet dropping every few hours, lost packages, intermittent connection (few years already)

marcin523
Tuning in

Dear Community,

I would like to say thank you to anyone involved, and a big thank you for your time spent. I appreciate any work on this, especially since the issue began impacting me more when I started working from home occasionally. Also, online gaming become very frustrating.

Problem:

Internet dropping, lost packages, intermittent connection (a few years already)

More info:

It is happening on all devices, x2 wired PCs, and x2 laptops on wifi, and mobile phones. I have called Viring Media about it and they came and replaced my old hub with version 5 but still the same.
I have been with Viring Media for the past 5 years and I noticed the issue about 3 years ago. The internet will work fine for a few hours straight until it starts to drop. The lost connection is intermittent, it will work for 1 minute just to stop for 20-30 seconds and again and gain from at least 10-15 minutes and then back to working again for another few hours.

I am attaching some data that I have seen was useful on other similar threads. 

When I experience the issues I see this when pinging bbc. The Windows tray icon will show no internet.

CMD PING TO BBCCMD PING TO BBC

These were taken from the HUB when the internet was working fine, I can try to capture when this is happening if needed.

30 1Downstream.png

30 2Downstream.png

30 1Downstream2.png

30 2Downstream2.png

 

Downstream 3.1Downstream 3.1

UpstreamUpstream

Netwroking Log1.png

Netwroking Log2.png

Netwroking Log3.png

Netwroking Log4.png

Does anyone see something wrong here?

Many thanks for all your help.

Cheer Mart.

9 REPLIES 9

jbrennand
Very Insightful Person
Very Insightful Person

Firstly - can you clear the errors and start from a clean sheet - by doing the below.  Your images are blocked - I assume because they are network log screenshots showing MAC addresses.

____________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64

Repost logs but DON’T include personal data or MAC addresses - blank them out -  or - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Great thank you, I shall do it this afternoon.

Client62
Hero

We have to be very careful reading the results of ping against public websites (or public DNS), the website may be a server farm where not all servers are configured to respond to pings from the public internet.

It is unusual to see the DOCSIS 3.0 power levels range from -0.4 to 3.7 dBmV  they are all in the preferred range & SNR is very good, but on one connection the power figures are usually all much closer.

Zoie_P
Forum Team (Retired)
Forum Team (Retired)

Hi @marcin523,
Thank you so much for your post and welcome to our forums 🙌
I am sorry that you have been having some issues with dropouts, I have had a look and can see there are some issues in your downstream which require a tech, I can get this booked in for you and will pop you over a PM. So keep an eye out for the little envelope 👀📩
Thank you @jbrennand and @Client62 for your help and advice!
Zoie

marcin523
Tuning in

Hello again after some time, sorry I was sick.

Anyway, my network logs after reset:

Network Log

Time Priority Description
28-02-2024 14:22:06
notice GUI Login Status - Login Success from LAN interface
28-02-2024 09:33:54
error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=-------;CMTS-MAC=----------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 05:41:25
notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 05:41:25
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 04:37:01
notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 04:37:01
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 04:31:14
warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 03:30:26
notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 03:30:26
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 02:22:40
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 02:22:40
notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 01:39:29
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 01:39:29
notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 01:04:04
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 01:04:04 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 00:49:18
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
27-02-2024 00:49:18
notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 23:44:19
notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 23:44:19
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 23:08:22
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 23:08:22
notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 22:07:06 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 22:07:06
notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 19:56:43
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 19:56:43
notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 19:28:56
notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 19:26:41
notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 19:25:40
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 19:25:40
notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 19:23:44
warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 19:23:44
notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 19:00:30
warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=--------------------;CMTS-MAC=--------------------;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 19:00:19



marcin523
Tuning in

New.PNG

marcin523
Tuning in

New2.PNG

Hi Zoie, 

I have just messaged you.

Zoie_P
Forum Team (Retired)
Forum Team (Retired)

Thank you for messaging with me @marcin523, I am glad I could get this booked in for you. Please keep us posted with how your visit goes!
Zoie