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Broadband Connection is Dropping Constantly

My broadband connection is dropping out for roughly 10 seconds, sometimes up to 10 times in a hour. This is happening daily.

Broadband Quality Monitor Here 

 

(edit: updated BQM link)

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Re: Broadband Connection is Dropping Constantly

Downstream bonded channels

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

11390000007.936256 qam1
21470000007.536256 qam2
31550000007.437256 qam3
41630000007.337256 qam4
51710000007.437256 qam5
61790000006.937256 qam6
71870000006.937256 qam7
81950000006.437256 qam8
92030000005.637256 qam9
102110000005.437256 qam10
112190000004.537256 qam11
122270000003.935256 qam12
132350000003.236256 qam13
142430000003.436256 qam14
15251000000336256 qam15
162590000003.536256 qam16
172670000003.236256 qam17
182750000003.537256 qam18
192830000003.536256 qam19
20291000000437256 qam20
212990000004.137256 qam21
223070000004.337256 qam22
233150000004.537256 qam23
24323000000437256 qam24



Downstream bonded channels

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

1Locked36.32400
2Locked36.63090
3Locked37.31594332
4Locked37.3830
5Locked37.3780
6Locked37.3540
7Locked37.310992454743
8Locked37.61070
9Locked37.6950
10Locked37.62613659
11Locked37.313033
12Locked35.719780
13Locked36.36640
14Locked36.34880
15Locked36.63920
16Locked36.35260
17Locked36.33720
18Locked37.31100
19Locked36.61420
20Locked37.31730
21Locked37.32040
22Locked37.31460
23Locked37.6430
24Locked37.6620



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Re: Broadband Connection is Dropping Constantly

 

Upstream bonded channels

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

14620000041.5512064 qam3
23940000741.5512064 qam4
35369998342512064 qam2
46029999843.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0020
3ATDMA0020
4ATDMA0020

 

Network Log

Time Priority Description

21/10/2020 06:59:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 02:34:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 21:27:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 19:59:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 06:48:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 00:52:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 23:56:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 23:56:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 12:39:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 11:53:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 08:23:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 07:51:56noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 07:51:56ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 17:10:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 16:58:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 11:59:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
   
   
   
   
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Re: Broadband Connection is Dropping Constantly

You haven't said, is it dropping at the same time as the wifi on computer/laptop connected directly to the Hub by ethernet cable? If you dont know can you check.

that said the RS errors are concerning. To check can you switch the Hub off and unplug from the mains for 5 minutes and then restart. Look straight back in and check that the RS error counts have all reset to 0. Then keep checking them every hour or two to see if they start building up again quickly - they shouldn't.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Broadband Connection is Dropping Constantly

Hi John, thanks for your reply.

Somehow, I seem to suddenly have an engineer appointment booked in next week, so hopefully they can resolve the issue.

Just for info, I'm pretty sure all of my devices (wired or wireless) drop the connection at the same time, but it's hard to check every device as it happens for such a short time.
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Re: Broadband Connection is Dropping Constantly

Check the RS error counts - if they are increasing (particularly PostRS ones) its usually indicative of noise getting in somewhere. Discuss that with the Tech when they visit and find out what they are doing to try and rectify it. If can be quite tricky to identify and fix.

One quick thing to try if you haven't , do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Can often see these issues when a co-ax connection works loose

Also check that the internal wiring is ok with no kinking or chaffing and check that all looks good with the outside cabling and wall box.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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