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Internet keeps dropping out

anthonymc11
Joining in

For months my internet connection keeps dropping, the wifi signal is strong but the underlying connection keeps dropping. This is particularly obvious during teams calls where the wifi is connected but the calls drops.

Here is my router status for analysis, thanks for any help. 
FYI I used to have TV and internet, I now only have internet but any SNR have not been rebalanced.

Downstream bonded channels

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

1235000000838256 qam13
22430000007.838256 qam14
32510000007.540256 qam15
42590000007.838256 qam16
52670000007.838256 qam17
62750000007.540256 qam18
72830000007.438256 qam19
82910000007.538256 qam20
9299000000838256 qam21
103070000008.938256 qam22
113150000009.340256 qam23
123230000009.338256 qam24
133310000009.340256 qam25
143390000009.540256 qam26
153470000009.840256 qam27
163550000009.840256 qam28
173630000009.540256 qam29
183710000009.540256 qam30
193790000009.840256 qam31
203870000009.940256 qam32
213950000001040256 qam33
224030000001040256 qam34
234110000009.638256 qam35
244190000009.140256 qam36

 

Downstream bonded channels

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

1Locked38.6480
2Locked38.9600
3Locked40.3570
4Locked38.9640
5Locked38.9730
6Locked40.3590
7Locked38.9710
8Locked38.9910
9Locked38.9830
10Locked38.6440
11Locked40.3430
12Locked38.9400
13Locked40.3400
14Locked40.3410
15Locked40.3510
16Locked40.3610
17Locked40.3470
18Locked40.3310
19Locked40.3370
20Locked40.3480
21Locked40.9440
22Locked40.3460
23Locked38.9500
24Locked40.3471

Upstream bonded channels

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

14960000042.5512064 qam1
23010009242.8512064 qam4
34310000042.5512064 qam2
42360000042.8512064 qam5
53660008442.8512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00370
2ATDMA00300
3ATDMA00140
4ATDMA00180
5ATDMA00270

 

5 REPLIES 5

anthonymc11
Joining in

Network log:

Network Log
Time Priority Description
22/09/2024 14:11:30 critical No Ranging Response received - T3 time-out;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
22/09/2024 11:05:14 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
19/09/2024 04:46:22 critical No Ranging Response received - T3 time-out;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
18/09/2024 23:05:14 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
15/09/2024 19:01:36 critical No Ranging Response received - T3 time-out;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
15/09/2024 11:05:14 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
15/09/2024 00:07:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
15/09/2024 00:07:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
15/09/2024 00:07:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
15/09/2024 00:04:1 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
15/09/2024 00:04:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
15/09/2024 00:04:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
13/09/2024 08:23:24 critical No Ranging Response received - T3 time-out;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
11/09/2024 23:05:14 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
09/09/2024 21:38:8 critical No Ranging Response received - T3 time-out;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
09/09/2024 12:03:4 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=3.0;
08/09/2024 15:06:58 critical No Ranging Response received - T3 time-out;CM-MAC={MAC REDACTED};CMTS-MAC={MAC REDACTED};CM-QOS=1.1;CM-VER=

jbrennand
Very Insightful Person
Very Insightful Person

Your down power levels are all high - albeit still just in range (-6 to +10 dBmV)  There are too many T3's as well - call it in as a fault and see what they say when they check your connection.

Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT 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.

Zach_R
Forum Team
Forum Team

Hi @anthonymc11,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm very sorry to hear of your recent connection issues. I've just checked over things on our systems and I'm unable to detect any faults currently. Have things improved at all since your posts, or are the issues still present?

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


Yes the issue persists . I was advised by support to change the power supply which had no effect. I now have an engineer booked 

Thanks for coming back to us anthonymc11, glad to hear that you have an engineer visit booked in. If you get the chance, please let us know how the visit goes 👍