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My internet connection is dropping every 15 mins or so.

For the past week or two my connection has been dropping every 15 mins or so. It's making it a nightmare to get anything done and work, and I can't play any games during my downtime as I get booted off the server mid game constantly. 

Everything was working fine and then all of a sudden this started happening. I didn't change any settings or connect any new devices. The newest thing I have is a couple of years old. 

It's driving me crazy and I'd love to get it fixed. I can't call for help as I am deaf so I'm hoping I can get something sorted here, thanks in advance. 

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Alessandro Volta
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Message 2 of 23
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Re: My internet connection is dropping every 15 mins or so.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Can you post a 'Live Link' to your BQM please.

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Message 3 of 23
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Re: My internet connection is dropping every 15 mins or so.

Check status says "no known issues"

As stated in my original post, I cannot call as I am deaf.

BQM link 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eb26886880608ce574236cc1a30741b19ec6e3c8

I have a Hub 3 (M200 package) 

Downstream bonded channels

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

11390000004.138256 qam1
21470000003.740256 qam2
31550000003.740256 qam3
41630000003.740256 qam4
51710000003.740256 qam5
61790000003.740256 qam6
71870000003.538256 qam7
81950000003.540256 qam8
92030000003.438256 qam9
102110000003.238256 qam10
112190000003.240256 qam11
12227000000340256 qam12
132350000003.238256 qam13
142430000002.738256 qam14
15251000000340256 qam15
162590000002.738256 qam16
172670000002.740256 qam17
182750000002.940256 qam18
192830000002.238256 qam19
202910000002.240256 qam20
212990000002.540256 qam21
22307000000238256 qam22
233150000002.438256 qam23
243230000002.238256 qam24



Downstream bonded channels

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

1Locked38.93930
2Locked40.3600
3Locked40.3390
4Locked40.3380
5Locked40.3310
6Locked40.91470
7Locked38.91520
8Locked40.3840
9Locked38.61360
10Locked38.93550
11Locked40.34590
12Locked40.31330
13Locked38.9310
14Locked38.9570
15Locked40.3430
16Locked38.9460
17Locked40.3570
18Locked40.3510
19Locked38.9790
20Locked40.3580
21Locked40.3570
22Locked38.9880
23Locked38.9720
24Locked38.91120

 

 

Upstream bonded channels

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

1394000004.775512064 qam12
2326000004.625512064 qam13
3462000004.775512064 qam11
4536999574.775512064 qam10

 

Message was too long to post so I'll add the rest in the next one

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Re: My internet connection is dropping every 15 mins or so.

Sorry for the delay, connection dropped again in between posts. 

 

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

19/10/2020 16:02:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 16:02:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 16:02:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 08:48:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 04:02:15noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 04:02:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 03:32:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 03:32:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 09:59:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 15:32:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 15:32:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 19:46:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 16:06:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 16:06:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 11:20:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 06:08:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 05:02:35Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 16:36:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 01:58:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 01:58:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I think I've done all that correctly but I'll re do anything wrong asap.

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Message 5 of 23
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Re: My internet connection is dropping every 15 mins or so.

Also wanted to add - when the connection drops it's on all devices at once. So my laptop, my partners laptop and my PS4 all drop off at the same time. 

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Re: My internet connection is dropping every 15 mins or so.

Which device are you connecting to the Hub ?

How are you connecting that device to the Hub, Wi-Fi or ethernet cable ?

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: My internet connection is dropping every 15 mins or so.

Everything is on wifi except my Phillips hue bridge. I'm not sure I have a cable long enough to connect up my laptop and see if it's happening while cabled but I'll have a look. 

 

Currently just the two laptops are actively using the connection right now. 

 

EDIT: Found a cable and I'm camped out on the floor under the router with my laptop. I'm guessing I just wait and see what happens next time it drops?

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Message 8 of 23
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Re: My internet connection is dropping every 15 mins or so.

Just had another drop - lost connection on every device including the wired ones.

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Re: My internet connection is dropping every 15 mins or so.

Good Morning Rawr,

 

Thanks for your post on our Community Forums.

 

Sorry to see you've been experiencing drops in your broadband services, how are the services looking currently?

 

Have you been advised of any area outages that may have been effecting you? Do you have anymore up to date BQM graphs to share with us?

 

Kindest regards,

 

David_Bn

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Message 10 of 23
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Re: My internet connection is dropping every 15 mins or so.

The drops are still happening on a regular basis. Each time it drops for around 30 seconds to 2 minutes. All devices go down, wired and wireless. And all go down at the exact same moment and come back together. 

My BQM isn't showing anything but here it is. I checked it directly after a drop several times and couldn't see any change on the graph. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eb26886880608ce574236cc1a30741b19ec6e3c8

No known issues in my area on the website and the connection is working perfectly in between the drops. Normal speed etc. It just cuts out completely and comes back by itself soon after. This means constantly being booted out of game servers, streaming services cutting out, and problems with my partner submitting data for work as anything sent right before a drop corrupts and he has to start over again. 

 

It happens pretty much around the clock but it's more frequent around 2-4pm, late at night it can be a couple of hours apart but as common as every 5-10 mins during the worst part of the day.  

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