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connection drops

Hi,

My broadband drops connection everyday, multiple times. It has been like this since it was fitted a month ago, I thought it would get better but it hasn't.

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Message 2 of 16
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Re: connection drops

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
187000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

 

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Message 3 of 16
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Re: connection drops

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 co-ax connections and ensure that they are finger tight.

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

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 can 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 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. 

When the page appears DO NOT LOG IN but 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.

A Guru will be along soon to decipher the info.

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

Mike Robinson
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 4 of 16
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Re: connection drops

Upstream bonded channels

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

1462000005.025512064 qam1
2258000004.95512064 qam4
3326000004.9512064 qam3
4394000004.875512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 5 of 16
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Re: connection drops

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Re: connection drops

Network Log

Time Priority Description

12/08/2020 19:35:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:28:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:19:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:19:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:19:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:18:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:18:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:17:14criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:12:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:11:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:04:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:03:35criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:26:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 16:03:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 13:15:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 13:07:12criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 13:01:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 13:00:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 12:59:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 12:40:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 7 of 16
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Re: connection drops

Downstream bonded channels

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

1187000000838256 qam7
21390000007.538256 qam1
31470000007.338256 qam2
4155000000738256 qam3
51630000007.438256 qam4
61710000007.838256 qam5
71790000007.938256 qam6
81950000007.838256 qam8
92030000007.838256 qam9
102110000007.938256 qam10
112190000007.540256 qam11
122270000007.338256 qam12
132350000006.838256 qam13
142430000005.838256 qam14
152510000006.138256 qam15
16259000000738256 qam16
172670000007.138256 qam17
182750000007.638256 qam18
192830000007.838256 qam19
202910000007.640256 qam20
212990000008.338256 qam21
223070000008.140256 qam22
233150000008.540256 qam23
243230000008.938256 qam24
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Message 8 of 16
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Re: connection drops

Downstream bonded channels

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

1Locked38.98111613
2Locked38.9268136052
3Locked38.619722123
4Locked38.910002137
5Locked38.99801939
6Locked38.98321608
7Locked38.68471591
8Locked38.98721278
9Locked38.67391330
10Locked38.97431199
11Locked40.37031066
12Locked38.97281095
13Locked38.9754947
14Locked38.6820804
15Locked38.9698770
16Locked38.9739668
17Locked38.9674711
18Locked38.9603626
19Locked38.9551801
20Locked40.3596558
21Locked38.9566550
22Locked40.3524558
23Locked40.3492586
24Locked38.9453617
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Message 9 of 16
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Re: connection drops

Hi Adsphil, 

Thank you for your post, I have looked at your account and there is nothing that appears to be wrong, your BQM looks okay too, is it on all your devices? How is your wired connection? 

thanks,

Zoie

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Message 10 of 16
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Re: connection drops

Hi Zoie,

Initially it kept dropping on wired and wireless and was at time unusable. Since I posted it's been great on wireless but I still get drop's if wired but nothing like I was initially, service has been much better.

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