Connection keeps dropping (Bad wall socket connection?)

[lemosilveira]

Hello everyone.

I had a quick search but couldn't find something quite like the issue I've been having.

I've moved house about a month and a half ago, and for the last month or so I've been having issues with my connection. At first it seems like really bad packet loss, to the point I was restarting my router and even after it started I kept getting Access Denied under internet for quite some time. Eventually I started disconnecting the wall socket cable, and plugging it back in (on the wall socket, not the router), which was fixing it after a little while.

Today whilst I was in the middle of an online match, it went down again (cmd pinging google showed about 5 timeouts followed by one 300ms ping, followed by another few/many timeouts), which I then tried to unplug the wall socket cable and plug it back in. It fixed the issue in seconds. However, it keeps on happening.

Anyone know what could be causing this? I'll paste logs from the router as soon as it lets me login. Apparently "I'm already logged in and only one session is allowed" (I'm not).

Thanks in advance

[Ashleigh_C]

Hi there @lemosilveira 

Thank you so much for your post and welcome back to the community forums, it's great to have you here.

I am so sorry that you have faced an issue with your connection. I have taken a look on our side and I can't see any issues with the Hub specs that would cause this. Are you able to access the Hub logs at all or are you still getting the same error message?

[lemosilveira]

Apologies, I thought it was kind of fixed but it isnt. It just started happening less often than before. I still can't login to my router (I will reboot it today whilst I'm at work). In the meantime, i have found the network log without having to login to the router. I will paste it below.

Is there any other info I can provide?
Thanks!

28/08/2024 08:58:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:52:23	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:52:23	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:51:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:38:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:38:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:38:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:38:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:37:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:35:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:35:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 08:29:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2024 06:36:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2024 23:30:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2024 23:30:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2024 23:30:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2024 23:06:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2024 23:06:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2024 23:06:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2024 23:06:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Steven_L]

Thanks for coming back to us lemosilveira and I'm sorry to hear that your issues have since returned. I've been able to look into this on our system and cannot see any issues with your connection or in the local area. How have things been since you last posted, has there been any improvement?

Kind Regards,

Steven_L

[lemosilveira]

Hi again.

Still having that issue. In fact, it happened again a couple of hours ago, where I had to unplug and replug the wall socket. While it doesnt happen that often, when it does its at the worst possible time.

Is there any other troubleshooting I can do on my end?

Thanks

[Martin_N]

Thank you for keeping us updated with this. We can take a further look into this for you. 

I will private message you now to confirm your details. 

^Martin