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Message 11 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Your BQM links dont work - on the site it tells you how to do it with no personal info.
It ought to be obvious to the tech what to look for. Bad connection, damaged cabling somewhere. A VM tech here may be able to suggest something more specific.

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 12 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Hi John,

Guess let's see how they get on today then... fingers crossed!

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/a8ef155aa5930d8227149010167b7a9dfccb284c]My Broadband Ping[/url]
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Message 13 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Currently - whilst working:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
379000000
Locked
Ranged Upstream Channel (Hz)
39400078
Locked
Provisioning State
Online

 

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

1379000000-1531256 qam29
2235000000-14.931256 qam13
3243000000-15.930256 qam14
4251000000-14.931256 qam15
5259000000-1531256 qam16
6267000000-15.230256 qam17
7275000000-14.431256 qam18
8283000000-1531256 qam19
9291000000-13.732256 qam20
10299000000-14.531256 qam21
11307000000-14.231256 qam22
12315000000-14.231256 qam23
13323000000-14.231256 qam24
14347000000-13.531256 qam25
15355000000-14.531256 qam26
16363000000-14.431256 qam27
17371000000-1431256 qam28
18387000000-14.231256 qam30
19395000000-15.730256 qam31
20403000000-15.230256 qam32
21411000000-14.930256 qam33
22419000000-15.430256 qam34
23427000000-14.831256 qam35
24435000000-16.230256 qam36



Downstream bonded channels

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

1Locked311104683912467
2Locked31.4601457217354
3Locked30.52019193626303
4Locked31.189555527990
5Locked31.178555496455
6Locked30.81203021820584
7Locked31.6298131923298
8Locked31.3602998820350
9Locked32.59960117029
10Locked31.646177829008
11Locked31.642974637013
12Locked31.638130676782
13Locked31.636912684662
14Locked31.920945594953
15Locked31.641844687271
16Locked31.635695124043
17Locked31.636976993451
18Locked31.4539634814362
19Locked30.32166651124592
20Locked30.81119009617328
21Locked30.8124666518190
22Locked30.6159706577840
23Locked31.3681010316014
24Locked30.22607634621449

 

Upstream bonded channels

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

1394000785.7512064 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000




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Message 14 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
sfd;kfoA,.iyewrkldJKDHSUBsgvca6983



Primary Downstream Service Flow

SFID25442

 

Network Log

Time Priority Description

16/04/2020 01:02:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:44:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:44:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:43:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:43:35criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:42:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:42:37criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:41:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:41:15criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:39:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:39:31criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:37:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:37:47criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:36:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:36:24criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:35:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:35:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:35:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:35:20criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 00:34:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 15 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Just show them the awful BQM and the terrible PostRS error numbers and appalling downstream power levels and the only one upstream channel with a power level off scale - and ask them (nicely) to explain why this is happening, how the connection can be fixed and say you will post back the explanation here for comments. Make sure you test the connection and look at the power levels before you sign any "satisfied customer" paperwork before they leave.

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 16 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Thanks John, as per my understanding, the below is the range deemed as acceptable...

Downstream:  -6 dBmV to +10 dBmV

SNR:  Should be greater than 34.5dB

Upstream:  +31 to +51 dBmV

Some Pre-RS errors are to be expected but there should be no Post-RS errors on a healthy connection.

So clearly my connection is way off! Let's see how they get on today, fingers crossed they can sort it this time around!

P.S - To date have never been given anything to sign lol, they just do an assessment/try a fix and leave...

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Message 17 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

report back - try tea and biscuits !

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 18 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Thanks John - appreciate your help and looks like the issue has been resolved finally! (Temporarily)...

1. So.... there is a cable running under my front garden between the connector and the house, and it seems as though that cable is damaged, which the engineer who came today was able to diagnose fairly swiftly - he seemed a lot more experienced.

2. He's run a new cable for the time being to temporarily fix the issue, however he was not able to bury the cable, so it's passing on top of the front garden and can be seen, therefore he's asked his manager to book someone in to bury the cable next, i am to receive a call in order to get a confirmation of the date this will happen.

Anywho, got 4 upstream channels locked, and all the PostRS errors, SNR levels and powers appear to be within perfect range now, finally! 

Thanks a lot everyone, will keep you posted on once it gets buried, but ultimately for those that want a summary, it was the wiring outside which was knackered...

(Special thanks to John)

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Message 19 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

I'm glad to hear this has been sorted for you. 

 

^Martin

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Message 20 of 22
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Re: Internet keeps cutting off - working for about an hour in a entire day

Good result - glad we persevered at it - and hope its a permanent fix - sounds like it ought to be - fingers crossed 🙂

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.