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Superkopite
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Internet dropping out

Hi There,

For the past ~3 years I have been experiencing similar issues to those reported here; ~30sec dropouts 20+ times a day. It is really disruptive, especially when on video call etc

These are all of the details that I have seen others asked for;

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
323000000
Locked
Ranged Upstream Channel (Hz)
39400273
Locked
Provisioning State
Online

  Downstream bonded channels

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

13230000002.238256 qam24
22030000000.538256 qam9
32110000000.737256 qam10
42190000000.538256 qam11
5227000000-0.238256 qam12
6235000000-0.738256 qam13
72430000000.238256 qam14
82510000000.538256 qam15
9259000000-0.538256 qam16
10267000000-0.738256 qam17
11275000000-0.738256 qam18
12283000000-0.538256 qam19
13291000000138256 qam20
142990000002.238256 qam21
153070000001.738256 qam22
163150000001.438256 qam23
173310000002.538256 qam25
183390000002.538256 qam26
193470000002.738256 qam27
203550000002.438256 qam28
213630000002.238256 qam29
223710000003.438256 qam30
233790000004.638256 qam31
243870000003.738256 qam32



Downstream bonded channels

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

1Locked38.692559218
2Locked38.63094021100
3Locked37.619388418015
4Locked38.68861421360
5Locked38.6281116389
6Locked38.91951111910
7Locked38.9213587661
8Locked38.9421397428
9Locked38.94052810897
10Locked38.91582114712
11Locked38.61332515368
12Locked38.61955914888
13Locked38.61422810199
14Locked38.689268918
15Locked38.6667910350
16Locked38.696749724
17Locked38.975169838
18Locked38.6796612478
19Locked38.6753013784
20Locked38.9620313640
21Locked38.671838149
22Locked38.6823415783
23Locked38.9673514434
24Locked38.952086691

  Upstream bonded channels

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

13940027349.5512064 qam4
26030016150.5512064 qam1
34620027849.3512064 qam3
45370000049.8512064 qam2

  Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0060
3ATDMA0040
4ATDMA0060

 

 

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Superkopite
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Re: Internet dropping out

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt041-b.cm



Primary Downstream Service Flow

SFID271558
Max Traffic Rate115100000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID271557
Max Traffic Rate10500059
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling Type

BestEffort

 

Network Log

Time Priority Description

16/01/2021 13:17:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 19:43:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 21:50:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 00:09:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 14:48:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 14:46:25Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 14:43:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 14:43:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 14:43:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 14:43:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 14:43:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 14:43:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 13:28:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 12:56:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 09:50:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 12:53:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 21:50:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 10:24:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 09:50:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 15:48:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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jbrennand
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Message 3 of 8
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Re: Internet dropping out

Are you disruptions happening on devices connected on ethernet cable at the same time as on wifi connected ones? If ethernet connection are ok then its probably just a wifi issue - if they aren't its likely to be a network connection/Hub issue

A couple of worrying things in the stats - the RS error counts and the T3 upstream timeouts. Can you follow the protocol below and see what happens after the errors have reset - also do set up the BQM

_______________________________________________________________________-

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax 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, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Superkopite
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Re: Internet dropping out

Thanks John,

I have done all of that and the errors have returned to 0 or near 0. I will monitor and set up the BQM as suggested, thank you!
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Superkopite
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Re: Internet dropping out

Hi all,

My issue has recently returned, with vengeance.

Since last Thursday, I get 30s dropouts every 10 mins or so

This is monitor result

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/007a91159eaeb4863387bc143e6e71f190f79e43-08-02-2021][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/007a91159eaeb4863387bc143e6e71f190f79e43-08-02-2021.png[/img][/url]

Downstream bonded channels

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

1Locked38.9905016849
2Locked38.613252753
3Locked38.6139518819
4Locked38.9889716849
5Locked38.699159
6Locked37.91160514607
7Locked38.6181182126
8Locked38.9130
9Locked38.650
10Locked37.600
11Locked38.660
12Locked38.640
13Locked38.900
14Locked38.640
15Locked38.950
16Locked38.640
17Locked38.600
18Locked38.640
19Locked38.600
20Locked38.650
21Locked38.960
22Locked38.660
23Locked38.900
24Locked38.650

 

I have tried restarting the Hub, it made no difference. I have tried unplugging my addon routers and mesh system, and again, it makes no difference.

Any ideas?

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Superkopite
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Message 6 of 8
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Re: Internet dropping out

Damn, the errors are getting worst by the hour

Downstream bonded channels

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

1Locked37.67032121047923
2Locked38.684768634606
3Locked38.6991610716225
4Locked38.97790351213411
5Locked38.9615817107
6Locked38.99064171147276
7Locked38.91380769179948
8Locked38.6420
9Locked38.690
10Locked37.6280
11Locked38.680
12Locked38.640
13Locked38.900
14Locked38.950
15Locked38.950
16Locked38.650
17Locked38.600
18Locked38.670
19Locked38.600
20Locked38.950
21Locked38.660
22Locked38.670
23Locked38.600
24Locked38.960

 

Any ideas greatly appreciated! 

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Message 7 of 8
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Re: Internet dropping out

Downstream bonded channels

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

1Locked38.910392821527971
2Locked38.6123315147133
3Locked38.61472181941143
4Locked38.611396891685351
5Locked38.6844821198
6Locked38.913397701601215
7Locked38.61981540239863
8Locked38.6510
9Locked38.6120
10Locked37.6350
11Locked38.690
12Locked38.940
13Locked38.900
14Locked38.950
15Locked38.650
16Locked38.950
17Locked38.610
18Locked38.670
19Locked38.600
20Locked38.650
21Locked38.960
22Locked38.670
23Locked38.900
24Locked38.660

 

Network Log

Time Priority Description

08/02/2021 12:05:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:02:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:01:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:00:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:56:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:53:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:47:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:44:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:32:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:25:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:20:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:16:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:15:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:10:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:10:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:09:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:08:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:08:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:03:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 10:57:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Superkopite
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Message 8 of 8
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Re: Internet dropping out

An updated BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a4b7178403854198fc6b31e2168efdab10e2c3ab  

 

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