Internet keeps disconnecting

[BMWCHUBB]

For a couple of weeks my Internet keeps disconnecting.

3.0 Downstream channels

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

1	339000000	5.5	42	QAM 256	26
2	139000000	5.7	40	QAM 256	1
3	147000000	5.5	40	QAM 256	2
4	155000000	5.3	40	QAM 256	3
5	163000000	5.3	41	QAM 256	4
6	171000000	5.4	41	QAM 256	5
7	179000000	5.3	41	QAM 256	6
8	187000000	5.5	41	QAM 256	7
9	195000000	5.5	41	QAM 256	8
10	203000000	5.5	41	QAM 256	9
11	211000000	5.5	41	QAM 256	10
12	219000000	5.3	41	QAM 256	11
13	227000000	4.8	40	QAM 256	12
14	235000000	5	41	QAM 256	13
15	243000000	4.6	41	QAM 256	14
16	251000000	4.6	41	QAM 256	15
17	259000000	4.5	41	QAM 256	16
18	267000000	4.7	41	QAM 256	17
19	275000000	4.6	41	QAM 256	18
20	283000000	4.7	41	QAM 256	19
21	291000000	4.6	41	QAM 256	20
22	299000000	4.9	41	QAM 256	21
23	307000000	4.8	41	QAM 256	22
24	315000000	5.2	41	QAM 256	23
25	323000000	5.1	41	QAM 256	24
26	331000000	5.1	41	QAM 256	25
27	347000000	5.6	41	QAM 256	27
28	355000000	5.2	41	QAM 256	28
29	363000000	5.3	42	QAM 256	29
30	371000000	5	41	QAM 256	30
31	379000000	5	41	QAM 256	31
32	387000000	4.8	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	42	0	0
2	Locked	40	5	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	41	0	0
6	Locked	41	0	0
7	Locked	41	0	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	41	0	0
12	Locked	41	2	0
13	Locked	40	8	0
14	Locked	41	0	0
15	Locked	41	0	0
16	Locked	41	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	41	0	0
20	Locked	41	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	41	0	0
24	Locked	41	0	0
25	Locked	41	0	0
26	Locked	41	0	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	42	0	0
30	Locked	41	0	0
31	Locked	41	0	0
32	Locked	41	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

43

5.3

6852764

0

upstream

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

0	49600000	46.8	5120	QAM 64	1
1	43100000	46.3	5120	QAM 64	2
2	36600000	46.3	5120	QAM 64	3
3	30100000	46	5120	QAM 64	4
4	23600000	45.8	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

40.7

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

0

Network Log

Time Priority Description

20-02-2024 09:35:07	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:35:07	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;
20-02-2024 09:34:43	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:34:43	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;
20-02-2024 09:34:39	notice	REGISTRATION COMPLETE - Waiting for Operational status
20-02-2024 09:34:33	warning	Dynamic Range Window violation
20-02-2024 09:34:33	warning	Dynamic Range Window violation
20-02-2024 09:34:33	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;
20-02-2024 09:34:33	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:34:33	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;
20-02-2024 09:34:33	warning	Dynamic Range Window violation
20-02-2024 09:34:33	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:34:33	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;
20-02-2024 09:34:33	warning	Dynamic Range Window violation
20-02-2024 09:34:28	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:34:20	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:34:18	notice	Honoring MDD; IP provisioning mode = IPv4
20-02-2024 09:34:02	critical	Cable Modem Reboot because of - HW or Power-On Reset
20-02-2024 09:34:02	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:30:40	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:30:40	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:30:34	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:30:22	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:30:20	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:30:20	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:30:20	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:30:00	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:30:00	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:30:00	critical	16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:29:40	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:29:40	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 09:28:20	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Tudor]

Stats look ok. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Steven_L]

Hey BMWCHUBB,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection at the moment. 

I have looked into your account and cannot see any issues with your connection or in the area, how are things looking at the moment? 

Kind Regards,

Steven_L