Ongoing Broadband Dropouts

[Mbarnett87]

For the past 6 months, on a daily basis my broadband connection drops to pre-broadband speeds or dial-up speeds and on occasion dropsout completely.

The equipment is in the open (not in a cupboard) and gets extremely hot. 

I check the service status for my area and it's always green with no issues. 

I've tried to look at the cable, but in a block of flats there are so many and they look okay and not damaged. 

Other residents in my building suffer with the same problem. 

What can I do? 

What should I do? 

Thank you. 

[Mbarnett87]

Network Log

Time Priority Description

12/07/2021 12:38:23 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2021 11:46:46 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2021 10:54:58 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2021 10:10:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2021 09:49:7 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 09:46:9 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2021 09:46:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2021 09:46:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2021 09:46:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/07/2021 09:46:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/07/2021 00:32:10 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/07/2021 00:32:8 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/07/2021 13:55:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/07/2021 05:02:10 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2021 21:59:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/07/2021 17:02:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/06/2021 08:15:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/06/2021 05:02:8 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2021 21:40:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/06/2021 17:02:7 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

If there are only 9 downstream channels that'll likely be your problem!

You have 2 options:

1: Wait on here for a forum rep (can be a day or so)
2: Call it in as a fault on 150 of 0345 454 1111
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!

They will then book a technician for you to take a look!

[Mbarnett87]

Brilliant, thank you for your help. 

[lotharmat]

Any time!

[Zak_M]

Good morning @Mbarnett87 

Welcome to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had these issues.

Are you able to let me know,  did you manage to speak with the technical support team via team?  If not I can take a further look into this for you. 

Kind regards,

Zak_M

[Mbarnett87]

Hi Zak_M,

I've not had chance to speak to the technical support team with regards to the ongoing issues.

Thanks

Mark 

[Travis_M]

Hi @Mbarnett87

Thanks for posting!

I'm going to private message you now to collect a few more details around this, please keep an eye on your inbox.

Regards

[Mbarnett87]

Brilliant, thank you.