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tripaul
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Internet connection dropping

Hi,

Since yesterday our internet connection has been dropping, with web pages taking ages to open and zoom calls disconnecting or freezing constantly. There are no know service issues for the area and I have tried turning off and turning back on the router.

I'm not sure if my power levels are too high given some comments on other boards but this is my downstream data:

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

11867500007.638256 qam7
2194750000838256 qam8
3202750000838256 qam9
4210750000838256 qam10
5218750000838256 qam11
62267500007.837256 qam12
72347500007.838256 qam13
82427500007.638256 qam14
92507500007.538256 qam15
102587500007.638256 qam16
112667500007.438256 qam17
122747500007.938256 qam18
132827500007.538256 qam19
142907500008.137256 qam20
152987500007.937256 qam21
163067500008.538256 qam22
173147500008.537256 qam23
18322750000938256 qam24
194027500008.938256 qam25
204107500009.537256 qam26
214187500009.138256 qam27
224267500009.538256 qam28
23434750000938256 qam29
244427500009.138256 qam30



Downstream bonded channels

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

1Locked38.610
2Locked38.660
3Locked38.640
4Locked38.660
5Locked38.940
6Locked37.650
7Locked38.650
8Locked38.650
9Locked38.600
10Locked38.660
11Locked38.600
12Locked38.900
13Locked38.600
14Locked37.650
15Locked37.600
16Locked38.600
17Locked38.650
18Locked38.600
19Locked38.650
20Locked37.660
21Locked38.600
22Locked38.650
23Locked38.920
24Locked38.960

 

One the network log I have quite a few Critical, Warning and error messages but none since 2 days ago and the issue only started last night. 

I have also started a BQM but I don't have enough data yet to show anything.

Thanks for your help.

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MikeRobbo
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Re: Internet connection dropping

Can you post the Upstream data and the Network Log please.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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tripaul
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Re: Internet connection dropping

Hi Mike,

Here is the Upstream:

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1326000004.3512064 qam5
2394000004.325512064 qam4
3462000004.35512064 qam3
4537000004.35512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

And the Network log:

11/10/2020 08:08:47criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 00:06:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 02:08:3criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 08:06:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 04:55:15criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 02:06:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 01:35:6criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 01:34:17criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 01:30:17Warning!RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 01:29:46Warning!Lost MDD Timeout;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 01:29:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 01:29:42Warning!RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 01:29:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 19:38:0ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 17:00:21ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 20:02:22criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 15:47:49Warning!RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 15:47:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
23/09/2020 13:58:12Warning!RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;

My chart is also showing dropped packets:

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/afca7996d9bf4e78855e999ba3e2cee8eef2e625-13-10-2020"><img alt="My Broadband Ping - Home Broadband" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/afca7996d9bf4e78855e999ba3e2cee8eef2e625-13-10-2020.png" /></a>

 

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tripaul
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Re: Internet connection dropping

My connection has seemed to get even worse. According to the BQM I am having period of 100% packet loss...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/040a1d12598fa973c734e821693e36c1bf3b030e-14-10-2020

 

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Lee_R
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Re: Internet connection dropping

Hi tripaul, thanks for posting and welcome to our community.

I am really sorry your having ongoing intermittent internet service issues.  I would like to take a closer look at this on your behalf. To enable me to do so, I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards


Lee_R

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