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freefaller
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Repeated Intermittent Internet Drop-offs

Hi Everyone, 

I'm hoping that someone could please give me some pointers on what could be causing my terrible internet connection. 

My setup is a SH 3 in modem mode, connected to a Asus Mesh Wifi router. 

A few days ago, my internet became really unresponsive, and doing speed tests on a wired ethernet connection would show speeds of 1MB a second download (on a 350MB line). Restarting/rebooting both the SH and wifi router would have no effect. After a few hours, normal internet speeds resumed however now I am getting internet drop outs on a regular basis whether connected to Wifi or Ethernet. 

Running a recurring ping would show intermittent time outs on a regular basis, which occurs on multiple devices. Unfortunately this makes VOIP etc really unreliable, so both myself and my partner have had to resort to using 4g whilst we work from home.  I also disconnected the Asus wifi router and ran the Virgin router on router mode to rule out any issue with the mesh router, to similar effect. 

I spoke to VM and after a number of hours being transferred between different people (and not being called back when the line disconnected ) they've agreed to send out a engineer but they won't be there till Saturday. Having read a number of other customers experiences where the engineer turns up - "fixes it" and then leaves - with the issue reoccurring shortly after, I was hoping to get some insight into what could be causing it so I can at least point them in the right direction. 

I've setup a BDM if that helps to narrow down the problem. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ffa77d57ed3640ffefa8fd124c7485d403d27b7f

Any insight you can provide would be greatly appreciated ! 

 

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Re: Repeated Intermittent Internet Drop-offs

Here's the network logs - 

Downstream bonded channels

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

1259000000-0.737256 qam16
21390000001.937256 qam1
31470000001.937256 qam2
41550000001.738256 qam3
51630000001.737256 qam4
61710000001.737256 qam5
7179000000137256 qam6
81870000000.537256 qam7
91950000000.537256 qam8
102030000000.537256 qam9
112110000000.537256 qam10
122190000000.537256 qam11
132270000000.237256 qam12
14235000000-0.237256 qam13
15243000000-0.937256 qam14
16251000000-0.937256 qam15
17267000000-137256 qam17
18275000000-1.737256 qam18
19283000000-237256 qam19
20291000000-1.537256 qam20
21299000000-0.937256 qam21
22307000000-0.937256 qam22
23315000000-137256 qam23
24323000000-1.537256 qam24



Downstream bonded channels

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

1Locked37.670
2Locked37.6530
3Locked37.6300
4Locked38.6170
5Locked37.6220
6Locked37.6160
7Locked37.3160
8Locked37.690
9Locked37.3150
10Locked37.6190
11Locked37.6190
12Locked37.6220
13Locked37.61211
14Locked37.3210
15Locked37.310
16Locked37.670
17Locked37.32560
18Locked37.380
19Locked37.6130
20Locked37.370
21Locked37.670
22Locked37.680
23Locked37.3270
24Locked37.6170

 

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Re: Repeated Intermittent Internet Drop-offs

Upstream bonded channels

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

15370004641512064 qam2
23940001241512064 qam4
34620004141512064 qam3
46030002641512064 qam1

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

08/02/2021 17:10:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 17:10:11Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 16:43:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 16:41:28Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 09:47:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 01:52:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 01:51:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 01:51:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 16:16:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 00:57:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 00:57:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2021 10:49:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 13:44:57noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 13:44:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 05:27:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 01:44:57noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 01:44:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 00:38:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:44:57noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:44:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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