Menu
Reply
thetarn
  • 6
  • 0
  • 0
Tuning in
477 Views
Message 1 of 11
Flag for a moderator

Constant connection loss

Almost daily our internet drops for a minimum of 15 minutes or so (often multiple times a day). When it does resume all WiFi connected clients have to be physically disconnected and reconnected.

Most recently, whenever the weather is particularly rainy we lose connection with the message that network access is "blocked" and on another screen it says "access denied".

We called the support line and they said this was an issue with the coax (I specifically asked them to check the account status and they said there were no issues with the account nor with connectivity in the general area).

A technician was dispatched who, upon his arrival, kept harping on about WiFi signal and WiFi boosters and the like, despite my interjections regarding the "blocked" issue (and the fact that even Ethernet devices are affected!) - which he just laughed about and said the support people did not know what they were talking about. He did, however, re-crimp coax connectors and replace the splitter outside the house in the shoddy box on the side of the wall. When he was done, the hub refused to reconnect, so he hard-reset it and finally did a test with his network testing tool. Apparently all was well according to that.

Less than two weeks later it has been steadily raining again and, lo and behold!, the same issue is occurring. 

I have been monitoring from my PC, connected via ethernet for the past hour or so.

In the past hour the connection has dropped three times. The hub drops multiple Ethernet packets and finally resumes service after a few minutes. When the connection is down, the network status is listed as "blocked", although at times it goes down before the status changes, if I am even able to access the hub's web interface during that time.

Currently doing a speed test, I get maximum ~5mbps, with various test sites (speedtest.net and others). Latency is around 10-20ms, jitter around 2-3ms. 

The logs are sparse, seemingly only updating every few hours, but I have attached all the bits I can.

Firstly, I ran a continuous ping from my PC to the hub

Ping statistics for 192.168.0.1:
Packets: Sent = 5328, Received = 4788, Lost = 540 (10% loss),
Approximate round trip times in milli-seconds:
Minimum = 2ms, Maximum = 298ms, Average = 11ms

While the issue is occurring it seems to drop every 5 out of 10 packets, however this does not reflect above as the connection has been up again for some time now. 

Capture.PNG

0 Kudos
Reply
thetarn
  • 6
  • 0
  • 0
Tuning in
475 Views
Message 2 of 11
Flag for a moderator

Re: Constant connection loss

Below some info from the hub itself (note that I have obscured those mac addresses, whether necessary or not I do not know). The connection has dropped three times 15:56:57 however the logs do not reflect this fully it seems.

Network Log

Time

Priority

Description

27/06/2020 16:06:10

critical

No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 16:05:11

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:59:48

critical

No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:56:57

Warning!

RCS Partial Service;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:56:49

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:44:19

Warning!

RCS Partial Service;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:40:2

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:38:53

critical

No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:36:52

Warning!

RCS Partial Service;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:32:16

critical

No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:31:20

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:25:57

critical

No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:25:42

Warning!

RCS Partial Service;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:25:42

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:15:33

Warning!

RCS Partial Service;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:15:7

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:11:21

Warning!

RCS Partial Service;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:08:33

notice

LAN login Success;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2020 15:08:26

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:05:c2:**:**:**;CMTS-MAC=00:01:5c:**:**:**;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-rtsl10016u-b.cm

 

Primary Downstream Service Flow

SFID

63482

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

63481

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

138750000

-3.9

37

256 qam

1

2

146750000

-3.4

37

256 qam

2

3

154750000

-4

37

256 qam

3

4

162750000

-3.5

37

256 qam

4

5

170750000

-2.5

37

256 qam

5

6

178750000

-4.2

37

256 qam

6

7

186750000

-2

37

256 qam

7

8

194750000

-2.9

37

256 qam

8

9

202750000

-4

37

256 qam

9

10

210750000

-1.5

38

256 qam

10

11

218750000

-4

37

256 qam

11

12

226750000

-3.7

37

256 qam

12

13

234750000

-2

38

256 qam

13

14

242750000

-4.5

37

256 qam

14

15

250750000

-3

37

256 qam

15

16

258750000

-2.9

37

256 qam

16

17

266750000

-3.4

38

256 qam

17

18

274750000

-2.7

37

256 qam

18

19

282750000

-1.5

38

256 qam

19

20

290750000

-3.2

38

256 qam

20

21

298750000

-1

38

256 qam

21

22

306750000

-1.9

38

256 qam

22

23

314750000

-1.5

38

256 qam

23

24

322750000

-1

37

256 qam

24

 Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

5027

6273

2

Locked

38.6

3610

0

3

Locked

38.6

7938

743

4

Locked

38.6

6179

4271

5

Locked

38.6

30

0

6

Locked

38.6

9566

2199

7

Locked

38.6

7347

33

8

Locked

38.9

16

0

9

Locked

38.6

0

0

10

Locked

38.6

6

0

11

Locked

38.6

5

0

12

Locked

38.9

0

0

13

Locked

38.6

5

0

14

Locked

38.6

1

0

15

Locked

38.6

0

0

16

Locked

38.6

6

0

17

Locked

38.6

5

0

18

Locked

38.6

0

0

19

Locked

38.6

4

0

20

Locked

38.6

1

0

21

Locked

38.6

6

0

22

Locked

38.6

5

0

23

Locked

38.6

5

0

24

Locked

38.6

0

0

 Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

4.95

5120

64 qam

1

2

53700000

5.025

5120

64 qam

2

3

46200000

5.075

5120

64 qam

3

4

39400000

5.05

5120

64 qam

4

 

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

0 Kudos
Reply
thetarn
  • 6
  • 0
  • 0
Tuning in
474 Views
Message 3 of 11
Flag for a moderator

Re: Constant connection loss

On average I only received around 10mbps when testing before the technician arrived. He managed to get over 50mbps testing from his tablet connected to the hub. I was surprised. Since then the speed was much better. But I don't really care about the speed so much as a consistently connected service.

I protested to both the telephone support person and the attending technician that I believe the issue must be upstream or related to the hub unit itself and was shot down both times. First, by telephone support, that the coax must be faulty and then by the technician that we needed more wifi boosters despite the majority of our devices being hardwired. 

Could someone please let me know if I am missing something here? Or how I can speak to someone who is willing to actually consider that there might be an issue - and investigate rather than being blase about it or trying to sell me more equipment?

FWIW the hub unit is approximately 3-4 years old according to my landlord. This too was intimated to the technician. I asked whether these get periodically replaced and he responded - "only if they stop working".

Fully power cycling the hub takes about 20-25 minutes for it to become active again and for one to be able to login. I don't know if it just goes AWOL when the connection drops or is just frozen altogether. 

0 Kudos
Reply
Corey_C
  • 2.73K
  • 152
  • 221
Forum Team
Forum Team
420 Views
Message 4 of 11
Flag for a moderator

Re: Constant connection loss

Hi thetarn,

 

Thanks for your post and welcome to the community forums. Sorry to hear that you're having connection issues. I'll send a PM shortly.

 

Cheers,

Corey C

0 Kudos
Reply
Corey_C
  • 2.73K
  • 152
  • 221
Forum Team
Forum Team
396 Views
Message 5 of 11
Flag for a moderator

Re: Constant connection loss

Hi thetarn,

 

I've got a tech visit booked for you on Thursday, 2-JUL, 12-4. You can view or reschedule this from your online account with this link

 

Thanks,
Corey C

thetarn
  • 6
  • 0
  • 0
Tuning in
392 Views
Message 6 of 11
Flag for a moderator

Re: Constant connection loss

Thanks Corey! I will update this post accordingly once the technician has attended.
0 Kudos
Reply
thetarn
  • 6
  • 0
  • 0
Tuning in
364 Views
Message 7 of 11
Flag for a moderator

Re: Constant connection loss

Hi Corey,

Alex (20894) attended and all is now well so far.

He was extremely helpful, listened to my concerns and investigated further and replaced the hub after watching the logs and running some tests.

He called us shortly after leaving; to relay the fact that there was also an issue in the our area affecting 27 other customers - which the network team picked up. All in all very happy with the service now.

 

Thank you for your assistance in this regard.

0 Kudos
Reply
Melissa_F
  • 2.72K
  • 158
  • 215
Moderator
Moderator
343 Views
Message 8 of 11
Flag for a moderator

Re: Constant connection loss

That's great 🙂

 

Thank you for letting us know.

 

If you need anything further, you know where to find us.

 

Thanks

 

Melissa

0 Kudos
Reply
thetarn
  • 6
  • 0
  • 0
Tuning in
266 Views
Message 9 of 11
Flag for a moderator

Re: Constant connection loss

Hi Melissa and Corey,

The connection has been _mostly_ stable. It only goes down about twice a week now rather than daily. Especially still while it is raining.

Tonight I have < 1mbps connection speed using speedtest.net and I can barely browse sites or use any kind of internet services.

I have tried calling for support (3 times now after struggling with the robotic voice) but apparently your support lines are closed out of business hours?

Apologies if my tone seems confrontational but this service is just shocking. And what's really annoying is it always seems to go down when I really just want to kick back after a long day at work.

All other devices are shut down bar my landlord's cellphone and mine as well as the PC I am testing from, which is connected using an Ethernet cable. Have restarted the hub both by power cycling for 20 seconds and rebooting from the admin menu. No joy.

Please can someone address the issue that was picked up in the street? Clearly the infrastructure in this area is not doing well.

Many Thanks

Tarn

0 Kudos
Reply
Zoie_P
  • 2.16K
  • 99
  • 170
Forum Team
Forum Team
246 Views
Message 10 of 11
Flag for a moderator

Re: Constant connection loss

Hi thetarn, 

thanks for your reply, I have had a look remotely and there is an issue I would like to book you an engineer to come and take a look for you. I will pop you a message so keep an eye out for the purple envelope 🙂

thanks,

Zoie

0 Kudos
Reply