Repeated drop outs every 8am-10am weekdays

[Huntsekker]

Hi,

I am getting repeated drop outs of connection, lasting just a few seconds, but enough to drop calls and applications from whatever I am doing. happening 4-5 times in that 8-9am slot, sometimes continues all morning, often stops after an hour or so.

CS tweaked the gain on the line a few weeks ago, and it helped for a week or two, but now I am back to suffering once again.

Never any discernible server status issues when it happens each day.

Is it overloading of the circuit around here? Anything that can be done as it is causing a lot of frustration?

Thanks in advance for help!

[lotharmat]

Have you checked 0800 561 0061 for known faults?

If so - Post up your hub stats - Let's see if we can spot anything!

[Huntsekker]

Hi and thanks for your help!

Yes, no known faults at the time of the drop outs, which are daily now, from 7-8am (worst time) through into the late morning sometimes.

Here are some logs:

Time Priority Description
23/07/2021 07:26:21 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 07:26:8 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 05:53:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 00:55:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 00:55:59 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 00:53:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 00:53:11 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 00:53:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 07:55:10 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 21:46:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 19:55:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 05:21:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 19:55:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 20:08:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 07:55:8 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 22:21:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 19:55:7 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 17:57:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 07:55:7 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:14:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow
SFID 41736
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 41735
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 45 5120 64 qam 2
2 25800000 45 5120 64 qam 4
3 32599985 45 5120 64 qam 3
4 46200000 45.5 5120 64 qam 1

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 1 0
4 ATDMA 0 0 1 0

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 7.4 37 256 qam 9
2 139000000 8.5 37 256 qam 1
3 147000000 8.4 37 256 qam 2
4 155000000 8.4 37 256 qam 3
5 163000000 8.3 37 256 qam 4
6 171000000 8.3 37 256 qam 5
7 179000000 8 37 256 qam 6
8 187000000 8 37 256 qam 7
9 195000000 7.6 37 256 qam 8
10 211000000 7 37 256 qam 10
11 219000000 6.8 37 256 qam 11
12 227000000 6.5 37 256 qam 12
13 235000000 6.5 37 256 qam 13
14 243000000 6.1 37 256 qam 14
15 251000000 6.3 37 256 qam 15
16 259000000 6.3 37 256 qam 16
17 267000000 6.5 37 256 qam 17
18 275000000 6.6 37 256 qam 18
19 283000000 7 37 256 qam 19
20 291000000 7.1 37 256 qam 20
21 299000000 7.8 37 256 qam 21
22 307000000 7.8 37 256 qam 22
23 315000000 7.9 38 256 qam 23
24 323000000 8.3 37 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 47 732
2 Locked 37.6 60 957
3 Locked 37.3 71 746
4 Locked 37.6 71 754
5 Locked 37.6 318 923
6 Locked 37.6 85 7349
7 Locked 37.6 69 6913
8 Locked 37.3 54 944
9 Locked 37.3 56 741
10 Locked 37.6 86 6837
11 Locked 37.6 87 853
12 Locked 37.6 100 874
13 Locked 37.6 109 7605
14 Locked 37.6 98 847
15 Locked 37.3 113 1026
16 Locked 37.6 81 5972
17 Locked 37.6 83 1257
18 Locked 37.3 97 8466
19 Locked 37.3 89 1267
20 Locked 37.6 61 960
21 Locked 37.6 72 1167
22 Locked 37.3 88 7533
23 Locked 38.6 78 8531
24 Locked 37.6 89 6968

[lotharmat]

Hmm - you have more PostRS errors than Pre - Can you reboot your Hub?

Turn it off - unplug it leave for 5 mins

Switch it back on

Repost up your stats!

[Martin_N]

Hi Huntsekker,

Thank you for your post. We're sorry to hear about the broadband issue you've been having. 

I have been able to locate your account and can see you have completed the reboot as requested. 

Please do provide your new stats when possible. 

^Martin

[Huntsekker]

Here you go:

Network Log
Time Priority Description
23/07/2021 07:26:21 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 07:26:8 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 05:53:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 00:55:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 00:55:59 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 00:53:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 00:53:11 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 00:53:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 07:55:10 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 21:46:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 19:55:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 05:21:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 19:55:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 20:08:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 07:55:8 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 22:21:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 19:55:7 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 17:57:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 07:55:7 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:14:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow
SFID 42076
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 42075
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 45 5120 64 qam 2
2 25800000 45 5120 64 qam 4
3 32600000 45 5120 64 qam 3
4 46200000 45.5 5120 64 qam 1

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

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 7.8 37 256 qam 9
2 139000000 9 37 256 qam 1
3 147000000 8.9 37 256 qam 2
4 155000000 8.8 37 256 qam 3
5 163000000 8.6 37 256 qam 4
6 171000000 8.6 37 256 qam 5
7 179000000 8.5 37 256 qam 6
8 187000000 8.5 37 256 qam 7
9 195000000 8 38 256 qam 8
10 211000000 7.3 37 256 qam 10
11 219000000 7.1 38 256 qam 11
12 227000000 7 37 256 qam 12
13 235000000 6.8 37 256 qam 13
14 243000000 6.3 37 256 qam 14
15 251000000 6.1 37 256 qam 15
16 259000000 6.5 37 256 qam 16
17 267000000 7 37 256 qam 17
18 275000000 7.1 37 256 qam 18
19 283000000 7.5 37 256 qam 19
20 291000000 7.6 37 256 qam 20
21 299000000 8.3 37 256 qam 21
22 307000000 8.1 37 256 qam 22
23 315000000 8.4 38 256 qam 23
24 323000000 8.6 37 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 6 0
2 Locked 37.6 6 0
3 Locked 37.6 5 0
4 Locked 37.3 6 0
5 Locked 37.6 0 0
6 Locked 37.6 4 0
7 Locked 37.6 0 0
8 Locked 37.6 5 0
9 Locked 38.6 4 0
10 Locked 37.6 5 0
11 Locked 38.6 5 0
12 Locked 37.6 5 0
13 Locked 37.6 4 0
14 Locked 37.6 0 0
15 Locked 37.6 7 0
16 Locked 37.6 6 0
17 Locked 37.3 0 0
18 Locked 37.6 4 0
19 Locked 37.6 6 0
20 Locked 37.6 4 0
21 Locked 37.3 5 0
22 Locked 37.6 4 0
23 Locked 38.6 6 0
24 Locked 37.6 5 0

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

[Martin_N]

Thank you for that information Huntsekker. 

With the information you have provided and the information I can see on our side it does look like a technician visit is required. 

What I will do is private message you to get some details for this. 

^Martin