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danw3108
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Frequent connection dropouts (and getting worse)

Hi,

For the last couple of weeks we’ve been seeing frequent drop-outs on our Virgin Media broadband connection (Hub 3.0). The frequency and duration of the drop-outs varies greatly, however does seem to be increasing in severity as time passes, with the connection being down several times an hour, and in some cases down for two or more hours at a time.

Snapshot of today’s broadband monitor: (Live Graph available here)

3d7323859d7a7c12f76897f2d13f80835ab15c50-08-07-2019.pngThinkbroadband.com Quality Monitor - 8th July 2019 @ 16:45

The degradation over time can be seen in the following SLA report from a NewRelic Synthetics monitor which I run against a home server on this connection:

Screenshot 2019-07-08 at 17.06.19.pngNewRelic Synthetics Monitor - SLA Report from 24th June 2019 until 8th July 2019As shown, uptime has now decreased past 87.92% this week to date (it’s only Monday!), being 92.646% last week and 99.243% the week prior. For reference, this is based on probes in four regions testing once every five minutes, so some shorter outages of five minutes or less are not accounted for here.

The Hub 3.0 (along with most devices on the network) are always on and rarely moved or power-cycled at all. At this point in time the outages are beginning to become particularly frustrating, and are wreaking havoc with the many IoT devices in the house, many of which have routines based on external web-hooks thus requiring an active (and stable) internet connection. 

Any advice would be appreciated, I’ll follow up this post with power figures for reference. Likewise if someone from VM sees this and could check upstream noise etc. from the CMTS end that would be great.

Thanks! 
 - Dan

Danw3108 - Full-Stack Code Monkey & Binary Plumber - On Twitter & Instagram as @Danw33
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Re: Frequent connection dropouts (and getting worse)

Router Status on 4th July 2019 at 21:41 (during a longer-than-usual outage):

Spoiler

Status

Cable Modem Status

 

 

Item

Status

Comments

Acquired Downstream Channel (Hz)

187000000

Locked

Ranged Upstream Channel (Hz)

60300000

Locked

Provisioning State

Offline

 

 

Downstream Bonded Channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

187000000

3.7

38

256 qam

7

2

195000000

3.5

40

256 qam

8

3

203000000

3.4

40

256 qam

9

4

211000000

3.2

38

256 qam

10

5

219000000

3

40

256 qam

11

6

227000000

2.9

40

256 qam

12

7

235000000

3

40

256 qam

13

8

243000000

2.9

38

256 qam

14

9

251000000

2.5

38

256 qam

15

10

259000000

2

38

256 qam

16

11

267000000

2

38

256 qam

17

12

275000000

2.2

38

256 qam

18

13

283000000

2.9

40

256 qam

19

14

291000000

3.5

40

256 qam

20

15

299000000

3.9

40

256 qam

21

16

307000000

3.7

40

256 qam

22

17

315000000

3.5

40

256 qam

23

18

323000000

3.4

40

256 qam

24

19

363000000

4.8

40

256 qam

25

20

371000000

5.1

40

256 qam

26

21

379000000

5.4

40

256 qam

27

22

387000000

5.1

40

256 qam

28

23

395000000

4.9

40

256 qam

29

24

403000000

4.8

40

256 qam

30

 

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

0

0

2

Locked

38.9

5

0

3

Locked

40.3

5

0

4

Locked

40.9

5

0

5

Locked

38.9

5

0

6

Locked

40.3

5

0

7

Locked

40.3

0

0

8

Locked

40.3

5

0

9

Locked

38.9

0

0

10

Locked

38.9

0

0

11

Locked

38.9

0

0

12

Locked

38.9

0

0

13

Locked

38.9

0

0

14

Locked

40.9

0

0

15

Locked

40.9

5

0

16

Locked

40.3

5

0

17

Locked

40.3

6

0

18

Locked

40.3

0

0

19

Locked

40.3

5

0

20

Locked

40.3

0

0

21

Locked

40.9

6

0

22

Locked

40.3

5

0

23

Locked

40.9

6

0

24

Locked

40.3

0

0

 

Upstream Bonded Channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

5.2

5120

64 qam

6


Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

 

Configuration - General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-rtsxl20016u-b.cm

 

Configuration - Primary Downstream Service Flow

SFID

221798

Max Traffic Rate

230000061

Max Traffic Burst

42600

Min Traffic Rate

0

 

Configuration - Primary Upstream Service Flow

SFID

221797

Max Traffic Rate

22000061

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

Network Log

Time

Priority

Description

05/06/2019 08:45:6

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/06/2019 12:36:44

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/06/2019 12:36:44

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/06/2019 12:36:44

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/06/2019 12:36:44

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/06/2019 12:36:50

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/06/2019 12:38:59

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;

05/06/2019 12:44:31

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/06/2019 07:30:46

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/06/2019 13:26:38

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2019 07:55:55

Error

Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2019 07:56:29

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2019 08:22:39

Error

Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2019 08:23:13

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/06/2019 15:13:24

Error

DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/06/2019 15:13:57

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/07/2019 20:25:5

Error

Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/07/2019 20:25:38

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/07/2019 20:32:52

notice

TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/07/2019 20:33:28

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Note the provisioning state shows as blocked there - the UI showed “Network Access: Blocked” at that time:Screenshot_2019-07-04_at_21_32_40_redacted.pngHub 3.0 Device Info - 4th July 2019 at 21:32

I’ll follow up with today’s router status / power levels (4 days after the above), keep hitting the character limit… Smiley Embarassed

Danw3108 - Full-Stack Code Monkey & Binary Plumber - On Twitter & Instagram as @Danw33
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Re: Frequent connection dropouts (and getting worse)

Reserved - Will be updated with today’s current Router Status / Power Levels shortly

Danw3108 - Full-Stack Code Monkey & Binary Plumber - On Twitter & Instagram as @Danw33
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Re: Frequent connection dropouts (and getting worse)

Router Status on 8th July 2019 at 20:05

Screenshot 2019-07-08 at 20.05.21.pngRouter Status: Overview - 8th July 2019

 

Screenshot 2019-07-08 at 20.05.48.pngRouter Status: Configuration - 8th July 2019

 

Screenshot 2019-07-08 at 20.05.41.pngRouter Status: Upstream - 8th July 2019

 

Screenshot 2019-07-08 at 20.05.34.pngRouter Status: Downstream (2/2) - 8th July 2019

 

Screenshot 2019-07-08 at 20.05.28.pngRouter Status: Downstream (1/2) - 8th July 2019

 

Network Log:

Time	Priority	Description
21/06/2019 15:13:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 20:25:5	Error	Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 20:25:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 20:32:52	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 20:33:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:15:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:15:23	critical	SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:15:24	Error	RCS Primary DS Failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:15:27	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:15:35	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;
04/07/2019 21:18:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:29:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:29:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:29:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:29:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:29:36	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:31:56	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;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2019 18:26:29	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2019 18:27:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Danw3108 - Full-Stack Code Monkey & Binary Plumber - On Twitter & Instagram as @Danw33
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Tudor
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Re: Frequent connection dropouts (and getting worse)

Your upstream power levels are too high. Call customer services and report the problem. 


Tudor
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 c1a2a285948293859940d9a49385a2
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Re: Frequent connection dropouts (and getting worse)

Hi danw3108,

 

Thank you for your post. I'm sorry to hear this. 

 

I will private message you to look into this further.

 

^Martin