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Mavo
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Frequent Disconnects

Have been noticing a lot of disconnects over the last week. Service has been great untill the last week (possibly two)

Area 06

 

Network LogDate And Time Error Number Event Description

2018-01-08 11:01:53.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-08 11:01:53.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-08 11:02:33.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-08 11:02:33.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-09 09:35:52.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-09 13:44:21.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-09 13:44:21.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-09 13:44:41.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-09 13:44:41.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-09 13:44:49.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-09 13:45:34.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-09 13:46:06.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-10 06:39:56.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-10 06:40:42.0082000400Received 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;
2018-01-10 12:07:12.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-10 12:07:35.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-10 12:07:35.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-10 12:07:48.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-10 12:07:48.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-10 12:42:14.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)
323000000
Locked
Ranged Upstream Channel(Hz)
31000000
Locked

 

Downstream bonded channelsChannel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID

1323000000-2.438.9256 qam20
2315000000-2.238.9256 qam19
3307000000-240.3256 qam18
4299000000-238.6256 qam17
5291000000-238.9256 qam16
6283000000-1.940.3256 qam15
7275000000-238.9256 qam14
8267000000-1.738.9256 qam13
9259000000-1.738.9256 qam12
10251000000-1.540.3256 qam11
11243000000-1.538.9256 qam10
12235000000-1.538.6256 qam9
13227000000-1.438.9256 qam8
14219000000-1.238.6256 qam7
15211000000-1.238.9256 qam6
16203000000-0.738.9256 qam5
17195000000-0.538.9256 qam4
18187000000-0.438.9256 qam3
19179000000-0.238.9256 qam2
20171000000-0.238.9256 qam1

 

Upstream bonded channelsChannel ID Frequency(Hz) Mode Power(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

231000000ATDMA43.316 qam64000005120
137600000ATDMA43.316 qam64000005120
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Message 2 of 12
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Re: Frequent Disconnects

Sorry to hear about this Mavo,

 

I've located your details and I can see that you've since spoken with the team.

 

I have checked your connection, just to be sure and everything appears to be within range at the moment.

 

Let me know if you're still experiencing trouble with your connection,

 

Nat_J


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Re: Frequent Disconnects

Still facing regular disconnets.

The call to the team was regarding bill issues.

Ran the test on support and it is saying it thinks the equipment is turned off.

What happens is, the internet disconnects then the wifi goes off and wired connection makes no difference. The lights on the hub dont change or flash either.

Always stays solid green for wifi and the white/yellow colour for the power.

I ran a quality check which I'll add to this post once it finally comes back on.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/view/192eff7d424ac09adbbd08e2d099a4721f9...

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Message 4 of 12
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Re: Frequent Disconnects

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Message 5 of 12
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Re: Frequent Disconnects

Here are the bad days I have gotten (With more than 3 spikes of packet loss) from the last week.

Is this normal?

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/c52299c66b9ac67d11b64aa89e9e507c62974648-12-01-2018.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/19ba0dc22640b474e257f233bc434cb44f1c4717-15-01-2018.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/8ee4fd2912f80f14235e7b698e6dcf62f812ace2-16-01-2018.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/bbb362fce44d5a463fdd8d03447ec03851f8a28d-17-01-2018.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/e384768086713c843d8df5f75be34d22f5fab893-19-01-2018.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/8b4126db9995309b408d2915d37bb2300eb2a9cd-20-01-2018.png

 

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Message 6 of 12
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Re: Frequent Disconnects

Problem appears to be getting worse as time goes on.

My Broadband Ping - Test

 

Network LogDate And Time Error Number Event Description

2018-01-21 19:58:50.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 19:58:50.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 19:59:11.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 19:59:11.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 20:01:57.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 20:01:57.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 20:02:17.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 20:02:17.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 22:07:36.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 22:07:37.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 22:08:24.0082000400Received 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;
2018-01-21 22:47:25.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 22:47:31.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 22:48:01.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 22:48:02.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 22:48:46.0082000400Received 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;
2018-01-21 23:16:24.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 23:16:24.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 23:16:44.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-01-21 23:16:44.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channelsChannel ID Frequency(Hz) Mode Power(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

231000000ATDMA43.516 qam64000005120
137600000ATDMA43.516 qam64000005120

 

Downstream bonded channelsChannel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID

1323000000-3.538.9256 qam20
2315000000-3.238.6256 qam19
3307000000-338.6256 qam18
4299000000-338.6256 qam17
5291000000-338.6256 qam16
6283000000-2.738.9256 qam15
7275000000-2.738.9256 qam14
8267000000-2.538.9256 qam13
9259000000-2.538.9256 qam12
10251000000-2.538.9256 qam11
11243000000-2.438.9256 qam10
12235000000-2.538.9256 qam9
13227000000-2.538.9256 qam8
14219000000-2.238.9256 qam7
15211000000-2.238.6256 qam6
16203000000-1.938.6256 qam5
17195000000-1.538.9256 qam4
18187000000-1.438.6256 qam3
19179000000-1.238.9256 qam2
20171000000-1.238.9256 qam1
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Message 7 of 12
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Re: Frequent Disconnects

Hey Mavo,

Thanks for posting Smiley Happy

Really sorry to see the connection problems you're experiencing. It's really odd as when I test your network, everything is normal. Your power and SNR levels are normal, you're not getting any time-outs since your last reboot and the area is currently free of fault. Has this improved at all since your last post?

If not, let us know and we'll dig deeper. 

Take care. 

Heather_J

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Re: Frequent Disconnects

It appeared to sort itself out after the last call to the team where an engineer was arranged. That was due yesterday, As it seemed to be fine for over 24 hours I cancelled the engineer. However during that evening we had multiple drop outs again.

Everything is always testing fine and the test page always tells us our equipment is unplugged during the downtime.

I suspect a hub issue as it completely froze up one day when we called the team and they were unable to connect remotely.
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Message 9 of 12
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Re: Frequent Disconnects

Many thanks for updating the thread and I'm sorry for the continued issues experienced.

 

I've re-checked things from this end for you and everything appears to be within spec.

 

Have things since improved for you at all?

 

Nat_J


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Message 10 of 12
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Re: Frequent Disconnects

Not at all.
Thought we had isolated it to specific device connected however the last 2 days have still been terrible without that device connected.
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