Internet Dropouts

[delaneya]

Good morning, Hope someone can help as I keep getting drop outs all morning making working from home impossible.
I seem to be getting a lot of these timeout error below. Dont know if its releatred.

Time Priority Description
12/07/2021 14:51:34 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:51:34 Warning! TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:51:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:51:14 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:49:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:49:54 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:48:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:48:34 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:47:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:47:15 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:45:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:45:55 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:44:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:44:35 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:43:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:43:15 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:41:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:41:55 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:40:50 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;
12/07/2021 14:40:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 251000000 4.6 37 256 qam 15
2 203000000 5.5 37 256 qam 9
3 211000000 5.5 37 256 qam 10
4 219000000 5.5 37 256 qam 11
5 227000000 5.1 37 256 qam 12
6 235000000 5 37 256 qam 13
7 243000000 5 37 256 qam 14
8 259000000 4.6 37 256 qam 16
9 267000000 4.8 38 256 qam 17
10 275000000 4.6 37 256 qam 18
11 283000000 4.9 37 256 qam 19
12 291000000 5.4 38 256 qam 20
13 299000000 5.8 38 256 qam 21
14 307000000 5.6 38 256 qam 22
15 315000000 5.8 38 256 qam 23
16 323000000 5.5 38 256 qam 24
17 331000000 5.5 38 256 qam 25
18 339000000 5.5 38 256 qam 26
19 347000000 5.4 38 256 qam 27
20 355000000 4.9 38 256 qam 28
21 363000000 5 38 256 qam 29
22 371000000 4.6 37 256 qam 30
23 379000000 4.5 37 256 qam 31
24 387000000 4.4 37 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 0 0
2 Locked 37.6 5 0
3 Locked 37.3 5 0
4 Locked 37.6 6 0
5 Locked 37.6 8 0
6 Locked 37.6 4 0
7 Locked 37.6 5 0
8 Locked 37.6 0 0
9 Locked 38.6 6 0
10 Locked 37.6 0 0
11 Locked 37.6 0 0
12 Locked 38.6 6 0
13 Locked 38.6 6 0
14 Locked 38.6 6 0
15 Locked 38.6 4 0
16 Locked 38.6 5 0
17 Locked 38.6 0 0
18 Locked 38.6 0 0
19 Locked 38.6 0 0
20 Locked 38.6 5 0
21 Locked 38.6 5 0
22 Locked 37.6 6 0
23 Locked 37.3 5 0
24 Locked 37.6 0 0

[lotharmat]

Please can you post the upstream too?

[delaneya]

Sorry about that. Totally forgot.

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 45.5 5120 32 qam 3
2 25800000 44.5 5120 32 qam 4
3 39400000 46 5120 32 qam 2
4 46200000 46 5120 32 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0
2 ATDMA 0 0 27 8
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

[lotharmat · Accepted solution]

Upstream is all out of spec! - I would postulate that this needs VM to book a technician!

You've got 2 options:

1: Wait for forum staff to pick it up - could be a day or so
2: Call it in on 150 or 0345 454 1111 as a fault
It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!

[delaneya]

Thanks. your a life saver.

Quick question. What would make all this be out of spec and what should it look like?

[delaneya]

tried phoning and got a automated message to say they know about the issue. Funny thing is there service status page says they are no issues. If that was up to date, it would have saved a day of stress.

Thanks for the help. 🙂

[lotharmat]

As to what could cause it - COuld be any number of reasons really:

1. Exposed cables
2. Water ingress
3. Failing equipment in the Cabinet
4. Customers replacing co-ax with poorly shielded alternatives

Did the automated message say when the fix time was?

[delaneya]

Nope just that it was a complex issue. I guess its water. We have a open cabinet near by and it rained cats and dogs last night.

[jbrennand]

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

[Paulina_Z]

Hi @delaneya,

Welcome to our Community Forums. Thank you for your post and I'm sorry to hear that you're experiencing some issues with your connection.

I was able to locate your online account and can see that there is currently an SNR (Signal to Noise Ratio) outage active in your area.

This outage is estimated to be resolved on 14/07/21 at 18:00. 

Please keep an eye on your connection and reboot your equipment after this time.

Let us know how you're getting on.

Thanks,