Internet keeps dropping

[CptBlack]

Hi

Can anyone help please. My internet since about Saturday has been dropping. I called the helpdesk and they talked me through resetting the router to default but I'm still getting drops. I'm on a HUB5, I've had this over a month.

If anyone could please let me know if these logs show what the problem is?

ownstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	0.1	42	QAM 256	25
2	139000000	1.3	42	QAM 256	1
3	147000000	1.2	42	QAM 256	2
4	155000000	1.2	42	QAM 256	3
5	163000000	1.3	42	QAM 256	4
6	171000000	1.3	42	QAM 256	5
7	179000000	1.5	42	QAM 256	6
8	187000000	1.6	42	QAM 256	7
9	195000000	1.9	42	QAM 256	8
10	203000000	1.8	42	QAM 256	9
11	211000000	1.9	42	QAM 256	10
12	219000000	1.9	42	QAM 256	11
13	227000000	1.7	42	QAM 256	12
14	235000000	1.6	42	QAM 256	13
15	243000000	1.4	42	QAM 256	14
16	251000000	1.1	42	QAM 256	15
17	259000000	0.8	42	QAM 256	16
18	267000000	0.5	42	QAM 256	17
19	275000000	0.3	42	QAM 256	18
20	283000000	0.1	42	QAM 256	19
21	291000000	0.1	42	QAM 256	20
22	299000000	0.1	42	QAM 256	21
23	307000000	0.1	42	QAM 256	22
24	315000000	0	42	QAM 256	23
25	323000000	0	42	QAM 256	24
26	339000000	0.1	42	QAM 256	26
27	347000000	0.2	42	QAM 256	27
28	355000000	0.2	42	QAM 256	28
29	363000000	0.3	42	QAM 256	29
30	371000000	0.3	42	QAM 256	30
31	379000000	0.4	42	QAM 256	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	42	62	9
2	Locked	42	364	57
3	Locked	42	630	184
4	Locked	42	497	90
5	Locked	42	490	101
6	Locked	42	913	235
7	Locked	42	844	237
8	Locked	42	741	196
9	Locked	42	637	169
10	Locked	42	756	193
11	Locked	42	338	81
12	Locked	42	654	181
13	Locked	42	654	172
14	Locked	42	712	218
15	Locked	42	733	198
16	Locked	42	695	184
17	Locked	42	693	202
18	Locked	42	657	215
19	Locked	42	786	214
20	Locked	42	700	231
21	Locked	42	805	229
22	Locked	42	691	232
23	Locked	42	617	211
24	Locked	42	654	240
25	Locked	42	746	230
26	Locked	42	804	147
27	Locked	42	699	206
28	Locked	42	647	248
29	Locked	42	781	263
30	Locked	42	681	219
31	Locked	42	643	245

[CptBlack]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	40	5120	QAM 64	1
2	53700000	40	5120	QAM 64	2
3	46200000	40	5120	QAM 64	3
4	39400000	40	5120	QAM 64	4

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	3.1
Config file	cmreg-vmdg660-bbt057-b.cm

Primary Downstream Service Flow

SFID	122606
Max Traffic Rate	117000047 bps
Max Traffic Burst	42600 bytes
Min Traffic Rate	0 bps

Primary Upstream Service Flow

SFID	122605
Max Traffic Rate	10500047 bps
Max Traffic Burst	16320 bytes
Min Traffic Rate	0 bps
Max Concatenated Burst	16320 bytes
Scheduling Type	Best Effort

Network Log

Time	Priority	Description
17-03-2022 23:36:09	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xxxx;CMTS-MAC=xxxxxx:0c:7e;CM-QOS=1.1;CM-VER=3.1;
17-03-2022 23:33:53	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-
17-03-2022 23:33:48	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
17-03-2022 22:58:00	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 7 10 11 17 18 19 20 22 23 24 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:57:01	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:56:48	notice	REGISTRATION COMPLETE - Waiting for Operational status
16-03-2022 14:56:42	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:56:39	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:56:37	notice	Honoring MDD; IP provisioning mode = IPv4
16-03-2022 14:56:31	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXXX:29;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:56:27	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:56:14	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:56:12	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:56:10	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:56:09	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:55:21	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 10:46:36	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 10:46:25	notice	REGISTRATION COMPLETE - Waiting for Operational status
16-03-2022 10:46:18	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 10:46:15	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 10:46:13	notice	Honoring MDD; IP provisioning mode = IPv4
16-03-2022 10:46:09	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXX:29;CMTS-MAC=XXXXXX;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 10:46:05	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXXX:29;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Travis_M]

Hi @CptBlack

Thanks for posting on our community forum!
 

Sorry to hear about your issue, can you keep us updated with how you're getting on since posting? 

Are you still seeing the broadband dropouts?

Regards

[CptBlack]

Hi Travis

Thanks for getting in touch.

Since this post I've had a couple of dropouts and I started another post, which John has been replying to, he has asked I disconnect my router for 10 minutes, which I'll have to schedule, as it will affect my business. 

Not sure if you want to look at my next post as in it I posted more logs and in that, along with the RS errors, T2 timed out on all 4 channels? I was told this hasn't been seen before?

Thanks

Manish

[Paul_DN]

Hi CptBlack,

Thanks for reaching back out, I was able to have another look at things our end however was unable to find any issues, in order to run further checks you would need to put our Router back in Router mode.

Regards

Paul.

[CptBlack]

Hi Paul

My router is in router mode? I had a HUB5 sent to me a couple of months ago and I've never had it on modem mode since I got it.

Last week (Thursday I think) I had even reset the router to factory default. The only alterations I've made is adding a few ports. 

Thanks

Manish

[Ashleigh_C · Accepted solution]

Thank you for your response @CptBlack

 I have checked the Hub on our side again and it does appear to be all in spec and running as we would expect. 

Are you able to set up a BQM for us? This will monitor the state of your connection and record any network dropouts etc.

Give it 48 hours to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum.

Thank you.

[CptBlack]

Hi Ashleigh

Thanks for getting back to me and checking the router.

Since you could log into the router and it looks fine - I'll close this.

I haven't had any issues since Saturday, I was just waiting to see if there was any problems found with the router.

I'm guessing the problem was fixed on the network?

Thanks

Manish

[Steven_L]

Thanks for coming back to us @CptBlack.

I have checked our system again and its showing no issues with your router from our side.

How has your connection been running over the weekend, any issues at all?

Regards,

Steven_L

[CptBlack]

Hi Steven

Thanks for checking and getting back to me.

It seems stable again and haven't had a drop for about a week, so all good  thanks 🙂

Regards,

Manish