Internet keeps dropping out

[alijohnson447]

My internet keeps dropping out for about the last month or two. It will cut out several times a day and everything will cut out whether through wi-fi or wired to the router. To resolve it I have to either reset the router or wait several minutes for it to pick up again. This is very frustrating as both my wife and me are currently working from home. I thought it might have been my old router as we had the super hub 2 so we received a free upgrade to the hub 3. This seemed to resolve the issue for about a week or two but now we are back to having the regular outages. 

I have seen similar queries saying to post the downstream info, upstream info and the network log so I will post those in following messages. I appreciate any advice or recommendations.

[alijohnson447]

Downstream data:

Downstream bonded channels

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

1	171000000	18	37	256 qam	5
2	139000000	17.9	37	256 qam	1
3	147000000	18	37	256 qam	2
4	155000000	18.4	37	256 qam	3
5	163000000	18.3	37	256 qam	4
6	179000000	17.9	37	256 qam	6
7	187000000	17.9	37	256 qam	7
8	195000000	17.6	37	256 qam	8
9	203000000	17.5	37	256 qam	9
10	211000000	17.4	37	256 qam	10
11	219000000	17	37	256 qam	11
12	227000000	17.1	37	256 qam	12
13	235000000	17.5	37	256 qam	13
14	243000000	17.5	37	256 qam	14
15	251000000	17.4	37	256 qam	15
16	259000000	17	37	256 qam	16
17	267000000	17.1	37	256 qam	17
18	275000000	17.4	37	256 qam	18
19	283000000	17.5	37	256 qam	19
20	291000000	18	37	256 qam	20
21	299000000	18.3	37	256 qam	21
22	307000000	18.8	37	256 qam	22
23	315000000	18.9	37	256 qam	23
24	323000000	18.8	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	132	0
2	Locked	37.3	205	0
3	Locked	37.6	145	0
4	Locked	37.3	160	0
5	Locked	37.6	144	0
6	Locked	37.6	129	0
7	Locked	37.6	141	13
8	Locked	37.6	123	0
9	Locked	37.6	125	0
10	Locked	37.6	148	0
11	Locked	37.6	171	0
12	Locked	37.6	166	0
13	Locked	37.6	147	0
14	Locked	37.3	162	2
15	Locked	37.3	158	0
16	Locked	37.6	189	0
17	Locked	37.6	241	0
18	Locked	37.3	230	1
19	Locked	37.6	174	0
20	Locked	37.3	146	3
21	Locked	37.3	228	12
22	Locked	37.6	132	0
23	Locked	37.3	151	0
24	Locked	37.3	132	0

[alijohnson447]

Upstream:

Upstream bonded channels

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

1	46200000	36.5	5120	64 qam	1
2	25800000	35.3	5120	64 qam	4
3	32600000	35.8	5120	64 qam	3
4	39400000	35	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	5	0

[alijohnson447]

Network Log:

Network Log

Time Priority Description

26/07/2021 17:22:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 11:49:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 06:32:54	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 06:32:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 01:19:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 18:32:54	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 18:32:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 11:47:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 11:44:10	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 11:42:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 11:42:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 03:06:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 01:18:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 01:18:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 16:28:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 16:28:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 13:18:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 13:18:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2021 15:07:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2021 10:18:36	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

All your Down power levels are way to high. The normal range is -6dBmv to +10dBmV.

You will need a Tech visit to bring them into range. Try calling it in and ask them to look at them and they should book one - or a VM person will respond on here in a day or so and take a look

[Martin_N]

Hi alijohnson447,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the broadband issue you've been having. 

I have been able to locate your account and can see you have a reported area fault. 

The area fault is an SNR (Sound to Noise Ratio) issue. The fault reference ticket is: F009152659.

The current estimated fix date is: 06 SEP 2021 09:00

^Martin

[alijohnson447]

Good Afternoon Martin

Do you have any further update on this fault as we are still suffering from intermittent internet and it is nearly 3 weeks after you said this would be resolved?

Kind regards

Alistair

[Zak_M]

Good afternoon @alijohnson447. 

Thank you for coming back to us. Unfortunately the SNR issue is still present & is now due to be resolved on the 04/10/21. 

SNR issues are notoriously difficult to diagnose, because of this they do take some time to get resolved.

Kind regards,

Zak_M

[alijohnson447]

Good Morning

Do you have any further updates on this as the internet is getting worse if anything? I have been cut off 5 times this morning already so the internet is barely useable. If this is not resolved soon then I will have to look at moving providers as it's unacceptable that this is taking so long to resolve.

Kind regards

Alistair

[John_GS]

Hi alijohnson447

Thanks for coming back to us. 

I am sorry it's not sorted. Upon checking the ticket, the estimated fix date is the 5th November.

Best,