Internet keeps dropping out

[anthonymc11]

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

1	235000000	8	38	256 qam	13
2	243000000	7.8	38	256 qam	14
3	251000000	7.5	40	256 qam	15
4	259000000	7.8	38	256 qam	16
5	267000000	7.8	38	256 qam	17
6	275000000	7.5	40	256 qam	18
7	283000000	7.4	38	256 qam	19
8	291000000	7.5	38	256 qam	20
9	299000000	8	38	256 qam	21
10	307000000	8.9	38	256 qam	22
11	315000000	9.3	40	256 qam	23
12	323000000	9.3	38	256 qam	24
13	331000000	9.3	40	256 qam	25
14	339000000	9.5	40	256 qam	26
15	347000000	9.8	40	256 qam	27
16	355000000	9.8	40	256 qam	28
17	363000000	9.5	40	256 qam	29
18	371000000	9.5	40	256 qam	30
19	379000000	9.8	40	256 qam	31
20	387000000	9.9	40	256 qam	32
21	395000000	10	40	256 qam	33
22	403000000	10	40	256 qam	34
23	411000000	9.6	38	256 qam	35
24	419000000	9.1	40	256 qam	36

Downstream bonded channels

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

1	Locked	38.6	48	0
2	Locked	38.9	60	0
3	Locked	40.3	57	0
4	Locked	38.9	64	0
5	Locked	38.9	73	0
6	Locked	40.3	59	0
7	Locked	38.9	71	0
8	Locked	38.9	91	0
9	Locked	38.9	83	0
10	Locked	38.6	44	0
11	Locked	40.3	43	0
12	Locked	38.9	40	0
13	Locked	40.3	40	0
14	Locked	40.3	41	0
15	Locked	40.3	51	0
16	Locked	40.3	61	0
17	Locked	40.3	47	0
18	Locked	40.3	31	0
19	Locked	40.3	37	0
20	Locked	40.3	48	0
21	Locked	40.9	44	0
22	Locked	40.3	46	0
23	Locked	38.9	50	0
24	Locked	40.3	47	1

Upstream bonded channels

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

1	49600000	42.5	5120	64 qam	1
2	30100092	42.8	5120	64 qam	4
3	43100000	42.5	5120	64 qam	2
4	23600000	42.8	5120	64 qam	5
5	36600084	42.8	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	37	0
2	ATDMA	0	0	30	0
3	ATDMA	0	0	14	0
4	ATDMA	0	0	18	0
5	ATDMA	0	0	27	0

[anthonymc11]

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]

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

[Zach_R]

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,
 

[anthonymc11]

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

[Steven_L]

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 👍