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TQ53
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Daily disconnects at random times.

Had Virgin for ~4 years. It looks like an old Telewest/NTL connection into the house. But hey, if its not broken then don't mess with it right!?

I have started to have issues this month with the internet disconnecting, this seems to affect wireless as well as Ethernet devices. Disconnects only last a short while and it almost always reconnects straight away, but its very frustrating for work/streaming/gaming.

Restarted the super hub 3.0 but it doesn't seem to solved the issue, perhaps improved but not resolved completely. The problem seems to be worse when streaming off youtube etc on a computer. 

I've signed up for the BQM to log and see if it can help track things down.

Heres my information from the hub if thats any help...

Thanks in advance.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
387000000
Locked
Ranged Upstream Channel (Hz)
39400004
Locked
Provisioning State
Online

 

Downstream bonded channels

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

138700000011.538256 qam32
22030000001238256 qam9
321100000011.638256 qam10
421900000011.638256 qam11
522700000011.538256 qam12
623500000011.538256 qam13
724300000011.538256 qam14
825100000011.538256 qam15
925900000011.538256 qam16
1026700000011.538256 qam17
1127500000011.438256 qam18
1228300000011.438256 qam19
1329100000011.338256 qam20
1429900000011.838256 qam21
1530700000011.938256 qam22
1631500000011.838256 qam23
1732300000011.638256 qam24
1833100000011.538256 qam25
1933900000011.438256 qam26
2034700000011.138256 qam27
2135500000011.438256 qam28
2236300000011.938256 qam29
2337100000011.938256 qam30
2437900000011.638256 qam31



Downstream bonded channels

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

1Locked38.9270
2Locked38.9350
3Locked38.9300
4Locked38.9170
5Locked38.6240
6Locked38.6200
7Locked38.6280
8Locked38.6210
9Locked38.9210
10Locked38.9220
11Locked38.6280
12Locked38.6320
13Locked38.6200
14Locked38.6180
15Locked38.9130
16Locked38.6350
17Locked38.9410
18Locked38.6240
19Locked38.6280
20Locked38.6340
21Locked38.6390
22Locked38.9360
23Locked38.9180
24Locked38.6200

 

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TQ53
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Re: Daily disconnects at random times.

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400004 43.5 5120 64 qam 4
2 46199988 45 5120 64 qam 3
3 53700019 45 5120 64 qam 2
4 60299988 45 5120 64 qam 1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 2 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 3 0
4 ATDMA 0 0 1 0


General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
fg87dsfd;kfoA,.iyewrkldJKDHSU



Primary Downstream Service Flow
SFID 300
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0



Primary Upstream Service Flow
SFID 299
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort


Network Log
Time Priority Description
20/09/2020 12:52:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2020 00:43:10 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2020 13:32:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 20:39:58 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 20:39:58 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 20:57:3 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 00:38:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 05:59:52 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 05:59:52 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 23:16:21 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 18:13:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 03:05:57 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 00:25:37 notice SW download Successful - Via NMS
02/09/2020 00:23:54 notice SW Download INIT - Via NMS
01/09/2020 01:53:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 01:52:6 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 01:50:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 01:33:39 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;
01/09/2020 01:33:4 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 01:32:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Steven_L
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Re: Daily disconnects at random times.

Hey TQ53,

 

I have checked your account and can see that you have an issue with your downstream power levels that need an engineer to resolve the problem.

 

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Order tracking.

 

Regards

Steven_L

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TQ53
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Re: Daily disconnects at random times.

Wow great! Fingers crossed they are able to resolve. Thanks for arranging. 

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Paul_DN
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Re: Daily disconnects at random times.

Hi TQ53,

 

Thank you for coming back to us, how have thing been has the technician resolved your issue for you now ?

 

Resolved 

 

Paul.

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TQ53
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Re: Daily disconnects at random times.

Hi Paul,

It seems to be improved thanks. Still monitoring and seeing how it goes.

I am seeing some occasional high latency and packet loss on the BQM. Not sure if anything to worry about. I did have latency issues last Thursday.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1c320a674f254bf24cfba285f87b8117748406e0-04-10-2020 
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Katie_WT
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Re: Daily disconnects at random times.

Glad that things seem to have improved since your posts @TQ53

 

If you're still having issues, please do pop back with updates and we can go from there and see what else we can do to assist  you. 

 

Cheers

Katie - Forum Team


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


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