Constant disconnections / reboots

[gerryb]

Since the weekend my connection to the internet from the Hub 3 has disconnected multiple times although when fully rebooted the internal wi-fi network is available, I can connect to the router but internet access is denied. The internet has been to all intents and purpose unavailbe since Sat apart from very brief periods where it magically connects for a few minutes and up to a couple of hours since last night,

Got an engineer booked but cannot come until Friday pm. I've recorded the latest config stats  on the router which has stayed connected for several hours. There appears to be a lot of error but tbh they mean nothing to me. I've also started a monitor which I've seen [posted here.

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	-1.5	38	256 qam	25
2	203000000	-0.2	37	256 qam	9
3	211000000	-0.2	37	256 qam	10
4	219000000	-0.4	38	256 qam	11
5	227000000	-0.5	38	256 qam	12
6	235000000	-0.5	38	256 qam	13
7	243000000	-0.7	38	256 qam	14
8	251000000	-0.9	38	256 qam	15
9	259000000	-1	38	256 qam	16
10	267000000	-1.2	38	256 qam	17
11	275000000	-1.7	38	256 qam	18
12	283000000	-2	38	256 qam	19
13	291000000	-2	38	256 qam	20
14	299000000	-1.7	38	256 qam	21
15	307000000	-1.5	38	256 qam	22
16	315000000	-1.5	38	256 qam	23
17	323000000	-1.5	38	256 qam	24
18	371000000	-1.7	38	256 qam	26
19	379000000	-1.7	38	256 qam	27
20	387000000	-1.5	38	256 qam	28
21	395000000	-1.5	38	256 qam	29
22	403000000	-1.4	38	256 qam	30
23	411000000	-1.2	38	256 qam	31
24	419000000	-1.5	38	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	267995	8667
2	Locked	37.3	299653	28943
3	Locked	37.6	293536	21774
4	Locked	38.6	290145	21149
5	Locked	38.6	291863	27601
6	Locked	38.6	291077	26618
7	Locked	38.6	282344	16395
8	Locked	38.6	278001	15335
9	Locked	38.6	282266	16637
10	Locked	38.9	294382	23528
11	Locked	38.6	298503	23088
12	Locked	38.6	290885	18254
13	Locked	38.6	292966	20129
14	Locked	38.6	295903	24450
15	Locked	38.6	288529	19839
16	Locked	38.6	277504	12024
17	Locked	38.9	279681	12028
18	Locked	38.9	258327	6262
19	Locked	38.6	260330	6437
20	Locked	38.6	248532	4638
21	Locked	38.9	229810	3319
22	Locked	38.9	217416	2494
23	Locked	38.9	210513	2240

28/07/2021 05:08:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 04:22:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 03:39:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 03:38:33	critical	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;
28/07/2021 03:32:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 03:22:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 03:20:59	critical	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;
28/07/2021 03:16:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 03:16:35	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 03:16:35	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 03:15:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 23:31:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 19:54:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-

[gerryb]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8afe7ef60ac0b27e45a8c6744b97d67487...

[Molly_G]

Hey @gerryb,

Thanks for your post - I'm so sorry to hear of the connection issues you've been having. Thanks a lot for providing your BQM too.

I'm glad you've managed to get an appointment for today, please keep us posted following this. If you do experience any issues following the visit, feel free to drop back here and we'd be very happy to assist you further.

Kind regards,

[gerryb · Accepted solution]

Engineer came and found the issue was at the local cabinet providing my feed. It had apparently undergone some sort of maintenance (cleaning he suggested) and my connection had been incorrectly connected resulting in only 2 of the upstream channels being bonded and very low power levels. He reconnected it to where and it all looks fine. Zero errors and completely different power levels.

Why this took 5 whole days to check/resolve he was baffled, suggesting that engineer visits should take 24hrs.

[Kath_F]

Hi gerryb, 

Thanks for coming back to us and updating us on how things have gone with the engineer. 

We're really glad things have been resolved for you. 

With engineer visits, we try and get one out to you as soon as possible however if there is no availability then there may be a few days wait I'm afraid. 

If you have any further issues, pop back and let us know.

Have a great weekend.

Thanks,