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Zub
Tuning in
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Internet dropping 6 days in a row, phone help a waste.

Hi,

My internet has been dropping since Friday 31st August, once or twice a day since then. 

I was on phone to tech help 0345 454 1111 (from a mobile) last night at 19:45 for 40minutes (30 of which on hold) that said they 'fixed' the issue.  I came home today 05_09_2018 at approx 21:00 and net is down yet again.

Can I get some real help, and how much did it cost me for useless phone conversation? 

I tried Live chat but at 19:45 it was 'closed'. 

 

Looking forward to a proper fix.

Thanks!

Network Log
Time    Priority    Description
2018-09-05 18:36:08.00    Error    Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 18:36:14.00    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 18:41:31.00    Error    DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 18:41:33.00    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 18:45:40.00    Error    Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 18:45:45.00    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 18:59:45.00    Error    DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 18:59:50.00    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 19:34:56.00    Error    DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 19:34:59.00    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 19:52:22.00    Warning!    Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 19:52:23.00    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 20:18:12.00    Warning!    Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 20:18:12.00    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 20:28:36.00    Warning!    Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 20:28:37.00    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 21:01:28.00    Error    Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 21:01:31.00    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 21:19:50.00    Warning!    Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-09-05 21:19:50.00    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Superuser
Superuser
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Re: Internet dropping 6 days in a row, phone help a waste.

post some more info

log into hub - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labeled - upstream - downstream

a fix? offshore was it - says it all if it was

____________________

Tony
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Forum Team (Retired) Louise_F
Forum Team (Retired)
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Re: Internet dropping 6 days in a row, phone help a waste.

Hi Zub,
Welcome to the Community and thank you for posting.
I'm sorry to hear you're experiencing an issue with your broadband dropping out.
I have located your account using your Forum details and run a full diagnostic check for you and I have detected some issues with the upstream power levels and SNR signals are  not within our required specifications.

I would like to arrange for an engineer to come and take a look at this for you to resolve this issue.
I have sent you a private message. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Hope to hear from you soon.
Take care,
Louise
Forum Support Team


Forum Team

New around here? Find out more about the Community by checking our "Getting started guide"

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