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dylanuk1
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Message 1 of 18
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Consistent Disconnections

Every day or two pretty much my internet goes down.

The logs on the router show this: How do I fix this?

 

2018-05-04 15:55:41.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-04 15:55:41.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-04 15:55:42.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-04 15:59:41.0082000400Received 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;
2018-05-04 16:00:18.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-06 12:21:17.0082000400Received 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;
2018-05-06 12:22:11.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-08 14:41:59.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-08 14:41:59.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-08 14:45:58.0082000400Received 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;
2018-05-08 16:17:08.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-10 18:35:52.0082000400Received 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;
2018-05-11 02:21:46.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 23:10:48.0082000400Received 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;
2018-05-12 23:11:19.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-14 20:48:46.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-14 20:48:46.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-14 20:48:46.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-14 20:52:46.0082000400Received 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;
2018-05-14 20:53:22.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tudor
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Message 2 of 18
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Re: Consistent Disconnections

Go into your hub again and post the up/down stream stats. 


There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal
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dylanuk1
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Message 3 of 18
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Re: Consistent Disconnections

Sure - here it is (thanks for getting back to me):

Downstream bonded channelsChannel Frequency(Hz)Power(dBmV)SNR(dB)ModulationChannel ID
1298750000040.9256 qam21
2322750000040.3256 qam24
3314750000040.9256 qam23
4306750000040.3256 qam22
52907500000.440.3256 qam20
62827500000.440.9256 qam19
7274750000040.3256 qam18
82667500000.240.3256 qam17
92587500000.540.3256 qam16
102507500000.540.3256 qam15
112427500000.240.3256 qam14
122347500000.240.3256 qam13
132267500000.740.3256 qam12
142187500000.940.3256 qam11
152107500001.240.3256 qam10
162027500001.540.9256 qam9
17194750000240.9256 qam8
181867500002.440.3256 qam7
191787500002.540.9256 qam6
201707500002.740.9256 qam5
211627500002.940.9256 qam4
22154750000340.3256 qam3
231467500003.240.9256 qam2
24138750000340.9256 qam1
Upstream bonded channelsFrequency(Hz)ModePower(dBmV)ModulationChannel Bandwidth(Hz)Symbol Rate (ksps)
5460300000ATDMA4716 qam64000005120
5353700000ATDMA4716 qam64000005120
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dylanuk1
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Message 4 of 18
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Re: Consistent Disconnections

Hi Tudor - do you have any advice for what to do?

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griffin
Alessandro Volta
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Message 5 of 18
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Re: Consistent Disconnections

Your logs in your first post are clearly showing the connection dropping between the Hub and VM's servers, it does look like an upstream problem, with the accompanying T3 errors.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

Your power levels and downstream SNR are fine BTW.

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dylanuk1
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Message 6 of 18
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Re: Consistent Disconnections

great - I will in the first case try and wait for them to look here (as I have all the logs already!).

Thanks for your help!

 

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Forum Team (Retired) Rebecca_G
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Message 7 of 18
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Re: Consistent Disconnections

Hey dylanuk1,

Thanks for getting in touch and Welcome to the Community! Smiley Very Happy 

I'm sorry to hear you've been having trouble with your Broadband connection recently. 

I've taken a look at your account and can see that we have an open SNR fault ticket in your area (Ref:F006230406) and the review date is currently set for 5pm today.

Let us know if you're still having trouble this evening and we can take another look. 

Take care 

Rebecca 


Forum Team

New around here? Find out more about the Community by checking our "Getting started guide"

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dylanuk1
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Message 8 of 18
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Re: Consistent Disconnections

Hi Rebecca_G

I was away and then there were some more service issues with our connection. That has now been fixed - but I am still seeing this issue approximately once per day:

2018-06-01 10:02:02.00 82000400 Received 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;
2018-06-01 10:02:55.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-03 09:07:53.00 82000400 Received 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;
2018-06-03 09:08:49.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


Is there something you can do about this?
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Forum Team (Retired) Emma_E
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Message 9 of 18
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Re: Consistent Disconnections

Hi dylanuk1, 

 

Thanks for getting back in touch, things seem to be ok from this side. 

 

Fault ref F006230406 has now been resolved. 

 

How are things looking for you now? If you are still having trouble let us know and we will be happy to take a look for you. 

 

All the best

 

Emma


New around here? To find out more about the Community check out our Getting Started guide


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dylanuk1
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Message 10 of 18
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Re: Consistent Disconnections

Hi,

 

It is still happening every couple of days Smiley Sad

Could you take a look?

latest logs:

2018-06-14 14:51:00.00 82000400 Received 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;
2018-06-14 14:51:52.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-16 12:42:35.00 82000400 Received 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;
2018-06-16 12:43:18.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-17 14:11:54.00 82000300 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-17 14:11:54.00 82000600 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-17 14:11:54.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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