Loss of Internet in Cardiff

[BALW]

Evening,

We've been suffering constant internet outages in the CF5 postcode area of Cardiff since the 31st October - when there was a solar flare that knocked out (temporarily) all electronic devices and lights across the area.

Our Hub 3 is in modem mode, running wifi network via a Tenda Nova mesh hub network. No issues until that Sunday, now the internet continually drops for 1-2 minutes throughout the day (15-20 times a day). 

We had an engineer out who replaced the Hub as well as the cable access point in the wall, but that has not resolved the issue. Honestly at a bit of a loss now as to what we can do, another technician coming on Friday but I strongly suspect the issue is not with our equipment (given it's all been replaced) and the WiFi network itself is fine, just the internet that is dropping out.

Any advice or help appreciated.

[jbrennand]

Have you checked first for “known network faults” that might still be outstanding

As well as trying the “check service,” Area status webpage" (link at top right of this forum)...

.....also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[BALW]

Hi John, 

Thanks, the service status says no issue as does the phone line when I called (during an outage) earlier today, so sadly no obvious issues to pursue from that end.

[jbrennand]

What are the various Hub lights showing/doing when this happens?

And lets look at the connection data - can you do this.
__________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up dont login just click on the “router status” icon/text at bottom-middle of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

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

[BALW]

Ok thanks John - it was in Modem mode (so Mauve) but have switched back to Router now via Factory Reset and removed the Tenda mesh network - issue still persists and has become more frequent if anything. Light remains white in Router mode during the issues.

Details below for the Downstream/Upstream, Network logs separate

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	4	37	256 qam	1
2	147000000	3.9	37	256 qam	2
3	155000000	4	38	256 qam	3
4	163000000	4.5	38	256 qam	4
5	171000000	4.9	38	256 qam	5
6	179000000	4.9	38	256 qam	6
7	187000000	5	38	256 qam	7
8	195000000	5	38	256 qam	8
9	203000000	4.9	38	256 qam	9
10	211000000	4.8	38	256 qam	10
11	219000000	4.6	38	256 qam	11
12	227000000	4.8	38	256 qam	12
13	235000000	4.8	38	256 qam	13
14	243000000	4.8	38	256 qam	14
15	251000000	4.5	38	256 qam	15
16	259000000	4.9	38	256 qam	16
17	267000000	4.8	38	256 qam	17
18	275000000	5	38	256 qam	18
19	283000000	4.8	38	256 qam	19
20	291000000	4.8	38	256 qam	20
21	299000000	4.5	38	256 qam	21
22	307000000	4.1	38	256 qam	22
23	315000000	4.3	38	256 qam	23
24	323000000	4.5	38	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.6	182471	197093
2	Locked	37.6	82227	35555
3	Locked	38.6	145991	37503
4	Locked	38.6	167850	74216
5	Locked	38.6	39005	16730
6	Locked	38.6	34984	15416
7	Locked	38.9	33763	14843
8	Locked	38.9	33043	13841
9	Locked	38.6	31468	12922
10	Locked	38.9	31488	12628
11	Locked	38.9	30480	12360
12	Locked	38.9	29363	12182
13	Locked	38.9	28283	11632
14	Locked	38.6	27732	10560
15	Locked	38.9	27353	10040
16	Locked	38.9	27588	9666
17	Locked	38.6	27913	9941
18	Locked	38.6	27513	9542
19	Locked	38.6	26612	8686
20	Locked	38.9	25901	8052
21	Locked	38.6	25480	7744
22	Locked	38.9	25448	7346
23	Locked	38.9	26029	7567
24	Locked	38.9	25965	7362

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	47	5120	64 qam	3
2	53699981	51	5120	64 qam	2
3	39400024	51	5120	64 qam	4
4	32600000	51	5120	64 qam	5

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	13	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	34	0

[BALW]

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/1e... 

Broadband link

[BALW]

ime Priority Description

09/11/2021 19:42:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:41:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:41:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:41:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:41:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:41:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:41:8	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:41:8	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:40:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:40:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:40:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:39:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:38:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:38:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:38:31	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:38:31	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:37:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:37:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:37:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 19:36:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[BALW]

Sorry, realised clicking "Helpful Answer" marked as solved - which it isn't - so removed again now >_<

[BALW]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1e6e38740c94b84d7dd91091241fdc310e... 

Re-did the monitoring link, the 2nd one down looked like HTML embed...

[jbrennand]

Looks bad - I will ask VM to come here and comment