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jeremyrh
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Internet keeps dropping, needs many router restarts!

Hi!

Over the last couple of days my internet has been dropping frequently requiring restarting the router. Sometimes this works and sometimes it doesn't.  Often I restart many times before the problem is resolved. This has happened before occasionally but now it's very frequent.  I don't see an alert about problems in my area - I don't know if it's a problem with my 5 year old router?

What can I do?

Thanks for your help!!

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lotharmat
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Re: Internet keeps dropping, needs many router restarts!

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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jeremyrh
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Re: Internet keeps dropping, needs many router restarts!

Following is the data from Router Status - mostly seems to say "dead" 🙂

If this is not the data needed, or too much (!!) please let me know!!

Software Version V2.01.15
Hardware Version 1.03
CA Key Installed
 
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 235000000 Locked
Ranged Upstream Channel (Hz) 60300000 Success
Provisioning State OK Operational
 
Downstream
  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) N/A N/A N/A N/A N/A N/A 251000000 N/A
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Unlocked Unlocked Unlocked Unlocked Unlocked Unlocked Locked Unlocked
Channel ID N/A N/A N/A N/A N/A N/A 15 N/A
Modulation Unknown Unknown Unknown Unknown Unknown Unknown 256QAM Unknown
Symbol Rate (Msym/sec) N/A N/A N/A N/A N/A N/A 6.952000 N/A
Interleave Depth N/A N/A N/A N/A N/A N/A I=128
J=1 N/A
Power Level (dBmV) N/A N/A N/A N/A N/A N/A 0.00 N/A
RxMER (dB) N/A N/A N/A N/A N/A N/A -0.00 N/A
Pre RS Errors N/A N/A N/A N/A N/A N/A N/A
Post RS Errors N/A N/A N/A N/A N/A N/A N/A
 
 
 
Upstream
  US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 9 12 11 10
Frequency (Hz) 60300000 39400000 46200000 53700000
Ranging Status Success Success Success Success
Modulation 32QAM 64QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 52.21 52.21 50.71 51.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 1
T4 Timeouts 0 0 0 0
 
 
Upstream Burst
  Req
(1) Init Maint
(3) Per Maint
(4) Adv Short
(9) Adv Long
(10) Adv UGS
(11)
Modulation Type 16QAM QPSK 16QAM 64QAM 64QAM 16QAM
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 36 384 384 64 64 64
Preamble Value Offset 396 6 6 396 396 396
FEC Error Correction (T) 0 5 5 7 14 5
FEC Codeword Information Bytes (K) 16 34 34 88 220 86
Maximum Burst Size 0 0 0 3 0 55
Guard Time Size 22 48 48 22 22 22
Last Codeword Length Fixed Fixed Fixed Shortened Shortened Shortened
Scrambler On/Off ON ON ON ON ON ON
 
 
General Configuration
Network Access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode
Config File
Primary Downstream Service Flow
SFID 9483
Max Traffic Rate 230000061 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps
Primary Upstream Service Flow
SFID 9530
Max Traffic Rate 22000061 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 42600 bytes
Scheduling Type Best Effort
 
 
 
Network Log
First Time Last Time Priority Error Number Description
09/04/2021 11:20:22 GMT 09/04/2021 11:20:22 GMT Warning (5) 84020200 Lost MDD Timeout
09/04/2021 11:20:13 GMT 09/04/2021 11:20:13 GMT Warning (5) 84020200 Lost MDD Timeout
09/04/2021 11:20:10 GMT 09/04/2021 11:20:10 GMT Warning (5) 84020200 Lost MDD Timeout
09/04/2021 11:20:10 GMT 09/04/2021 11:20:10 GMT Warning (5) 84020200 Lost MDD Timeout
09/04/2021 11:20:09 GMT 09/04/2021 11:20:09 GMT Warning (5) 84020200 Lost MDD Timeout
09/04/2021 11:20:08 GMT 09/04/2021 11:20:08 GMT Warning (5) 84020200 Lost MDD Timeout
09/04/2021 11:20:08 GMT 09/04/2021 11:20:08 GMT Warning (5) 84020200 Lost MDD Timeout
09/04/2021 11:20:07 GMT 09/04/2021 11:20:07 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
09/04/2021 11:20:02 GMT 09/04/2021 11:20:02 GMT Warning (5) 84020200 Lost MDD Timeout
09/04/2021 11:20:02 GMT 09/04/2021 11:20:02 GMT Warning (5) 84020200 Lost MDD Timeout
09/04/2021 11:20:01 GMT 09/04/2021 11:20:01 GMT Warning (5) 84020200 Lost MDD Timeout
09/04/2021 11:18:55 GMT 09/04/2021 11:18:55 GMT Error (4) 68010302 DHCP WAN IP - 86.18.34.239
09/04/2021 11:17:53 GMT 09/04/2021 11:17:53 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
09/04/2021 11:15:40 GMT 09/04/2021 11:15:40 GMT Error (4) 68010302 DHCP WAN IP - 86.18.34.239
09/04/2021 11:14:50 GMT 09/04/2021 11:14:50 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
Time Not Established Time Not Established Error (4) 68000409 TOD not Established
Time Not Established Time Not Established Error (4) 68000409 TOD not Established
Time Not Established Time Not Established Error (4) 68000409 TOD not Established
 
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jeremyrh
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Re: Internet keeps dropping, needs many router restarts!

Well, no internet all afternoon.  Keep re-booting.  Lights come on. I try to connect. Lights go off.

How do I arrange for someone to fix this problem?

Thanks!!

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Adduxi
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Re: Internet keeps dropping, needs many router restarts!


@jeremyrh wrote:

Well, no internet all afternoon.  Keep re-booting.  Lights come on. I try to connect. Lights go off.

How do I arrange for someone to fix this problem?

Thanks!!


Your upstream power is too high and you only have one downstream channel.  You will need an engineer to sort this out.

Either ring at 08:00 for the least queues, or wait here for an Mod to pick this up, but could be a few days wait.

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jeremyrh
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Re: Internet keeps dropping, needs many router restarts!

Thanks for your help.  Now I rebooted for the hundredth time and managed to connect.

Checking router status I see:

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)235000000203000000211000000219000000227000000243000000251000000259000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID139101112141516
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-3.59-4.04-4.15-4.00-3.73-3.51-3.52-3.21
RxMER (dB)36.6135.7835.9736.1736.6136.1736.1736.61
Pre RS Errors59020704183853981065974393
Post RS Errors290293305293322957868

288

 

 

 

 

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID11141312
Frequency (Hz)46200000258000003260000039400000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)51.0049.5051.0051.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

which I am guessing means I now have 8 downstream channels.  I have no idea what this means (hahaha!!) so hence why it changed!

 

 

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Adduxi
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Re: Internet keeps dropping, needs many router restarts!

Your US is still too high. You need an engineer to sort this out. 

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Robert_P
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Re: Internet keeps dropping, needs many router restarts!

Hello jeremyrh

 

Thanks for posting the additional information in relation to your connection issues, we appreciate you taking the time to raise this via the forums.

 

I've had a look at your account and connection and can see there is currently an SNR issue reported for the area. This has been raised under F008926776 with an estimated fix date of the 15th April at 12.20pm, this is an estimated fix time and can be subject to change but the team will be working hard to fully resolve this as quickly as possible.

 

Whilst this is in place we aren't able to arrange any technician visit's but once this is cleared we can take a closer look and arrange a visit if still required.

 

Rob

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jeremyrh
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Re: Internet keeps dropping, needs many router restarts!

Hi Rob

Many thanks for looking into my issue. I will wait for a few days to see if there is an improvement - I have been able to connect over the weekend and just encountered some small problems this morning.

regards

Jeremy

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Robert_P
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Re: Internet keeps dropping, needs many router restarts!

Thanks for the update Jeremy, monitor till a day after the issue is estimated to be fixed and let us know if you're still having issues but glad to hear it has improved slightly since your original post 🙂

 

Rob

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