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Ethan_Lister
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Message 1 of 24
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Internet dropping completely for 30 seconds every 20 minutes

This started at just before 10PM on the 23rd. I have BQM set up constantly so you can see the moment when the packet loss starts. The large spike around 2:30am is me restarting the router. Never seen this before.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8cb2e3a15ff33a9ba0bb7f02dfe1d67d702f5645-24-08-2021

 

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Ethan_Lister
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Message 2 of 24
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Re: Internet dropping for 30 seconds every 20 minutes

3.0 Downstream channels

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

81950000008.40000236.609653QAM2568
113900000010.00000036.386890QAM2561
21470000009.80000336.386890QAM2562
31550000009.50000035.779911QAM2563
41630000009.19999735.779911QAM2564
51710000008.80000335.779911QAM2565
61790000008.40000235.779911QAM2566
71870000008.40000235.595078QAM2567
92030000008.30000336.609653QAM2569
102110000008.09999836.609653QAM25610
112190000008.19999736.386890QAM25611
122270000008.09999835.779911QAM25612
132350000008.09999835.595078QAM25613
142430000008.00000036.386890QAM25614
152510000007.90000235.779911QAM25615
162590000007.80000336.386890QAM25616
172670000007.50000036.386890QAM25617
182750000007.59999836.609653QAM25618
192830000007.00000036.386890QAM25619
202910000006.80000336.386890QAM25620
212990000007.00000036.386890QAM25621
223070000007.30000336.609653QAM25622
233150000007.80000336.609653QAM25623
243230000008.00000037.355988QAM25624
253310000007.90000237.355988QAM25625
263390000008.09999836.609653QAM25626
273470000008.00000036.609653QAM25627
283550000008.30000336.609653QAM25628
293630000008.59999837.355988QAM25629
303710000008.69999737.355988QAM25630
313790000008.40000237.636276QAM25631



3.0 Downstream channels

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

8Locked36.60965340
1Locked36.38689030
2Locked36.38689040
3Locked35.77991150
4Locked35.77991120
5Locked35.77991150
6Locked35.77991130
7Locked35.59507820
9Locked36.60965330
10Locked36.60965320
11Locked36.38689010
12Locked35.77991160
13Locked35.59507810
14Locked36.38689000
15Locked35.77991100
16Locked36.38689030
17Locked36.38689020
18Locked36.60965320
19Locked36.38689000
20Locked36.38689020
21Locked36.38689010
22Locked36.60965310
23Locked36.60965320
24Locked37.35598810
25Locked37.35598810
26Locked36.60965320
27Locked36.60965310
28Locked36.60965320
29Locked37.35598820
30Locked37.35598810
31Locked37.63627610



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1880QAM4096759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked406.954689000

 

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Ethan_Lister
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Message 3 of 24
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Re: Internet dropping for 30 seconds every 20 minutes

3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000043.0205995120 KSym/sec64QAM4
24620000042.7705995120 KSym/sec64QAM3
32580000043.2705995120 KSym/sec64QAM6
43260000043.0205995120 KSym/sec64QAM5



3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

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Ethan_Lister
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Message 4 of 24
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Re: Internet dropping for 30 seconds every 20 minutes

Network Log

Time Priority Description

Thu Jul 29 09:10:08 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:10:08 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:10:13 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:10:23 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:10:23 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:10:23 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:10:37 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:10:37 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:10:52 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:11:23 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:11:23 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:12:15 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 09:12:19 20213Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 29 21:28:41 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:20 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 30 00:17:57 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 30 05:07:55 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 30 07:33:43 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 30 15:00:27 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 06:02:38 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 09:01:31 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 20:54:33 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 3 00:58:24 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 4 03:25:05 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 4 03:47:23 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 4 23:24:38 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 5 03:47:24 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 15:25:05 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 21:55:39 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 11 03:25:05 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 11 07:02:01 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 14 15:25:05 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 15 03:47:21 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 18 03:25:05 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 18 04:14:37 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 21 15:21:55 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 21 15:25:05 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 21 20:52:11 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 22 01:24:27 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 22 01:24:30 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 22 01:24:32 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 22 01:29:16 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 22 01:29:18 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 22 01:29:20 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 22 01:29:39 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 22 06:59:21 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 22 07:40:49 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 22 20:35:32 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Andrew-G
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Message 5 of 24
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Re: Internet dropping for 30 seconds every 20 minutes

The absolute regularity of the packet loss indicates a component cycling issue, and that's most likely on something like a line amplifier between you and the CMTS, although it could also be the hub or CMTS themselves.  The relatively weak downstream SNR (still nominally within tolerance) despite high power levels would again suggest to my untutored thinking that it's an amp fault.  The good news is this is probably an area level fault, and they are usually fixed quickly, the bad news is that it may not yet be recognised, and that that VM sometimes struggle with any problems beyond simple noise or power faults.

You can try phoning it in (so long as you dial your expectations to "dismal" and then take them down a further three notches), you can wait it out and hope that the fault is recognised through other routes or other customer complaints and fixed without you doing anything, or wait for the forum staff to pick this up and advise.

You can try calling VM's fault status line, or the automated web diagnostics, and these may give more information, but equally they may not provide any useful information - the words erratic, incomplete and unreliable all apply.

Ethan_Lister
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Message 6 of 24
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Re: Internet dropping for 30 seconds every 20 minutes

Thanks for the reply. I'll probably wait until a rep on the forum gets back to me. In my experience, they tend to actually get stuff done and no more time wasted on my end. As you said I hope its fixed quickly but who knows. I did run the online diagnostics and the first time it identified a fault but suggested it was my own equipment, though I doubt it.

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Ethan_Lister
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Message 7 of 24
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Re: Internet dropping for 30 seconds every 20 minutes

Update. 

The issue has evolved a bit, generally for the better but there are still issues.

 This is what the initial problem looked like. As you can see, this stopped at about 6:40am on the 25th.This is what the initial problem looked like. As you can see, this stopped at about 6:40am on the 25th.Now, I have more common, inconsistent minor packet loess throughout the day.Now, I have more common, inconsistent minor packet loess throughout the day.

 

Neither of these issues have ever happened before as I check my BQM multiple times a week.

 

I see this, incredibly vague, message when running online service status checker. Probably no help at all for diagnosis.I see this, incredibly vague, message when running online service status checker. Probably no help at all for diagnosis.

 

Furthermore, one of my upstream channels is now negotiating at only 32QAM as of right now.

3.0 Upstream channels

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

13940000043.0205995120 KSym/sec64QAM4
24620000043.0205995120 KSym/sec64QAM3
32580000043.5205995120 KSym/sec32QAM6
43260000043.2705995120 KSym/sec64QAM5

 

As a result my upload speed is now between 20mbps and 30mbps, whereas it is almost always as advertised at around 45-50mbps, unless I check at very high usage times.

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Laurie_C
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Message 8 of 24
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Re: Internet dropping for 30 seconds every 20 minutes

Hi Ethan_Lister,

 

Thanks for getting back in touch. I am sorry that you've had this ongoing issue with your connection.

 

I've been able to locate your account using your Forum Details, and I can see that there are some issues with your connection. I'd like to book a technican appointment for you, I'll just need to confirm a few details via Private Message. Please look out for a purple envelope in the top right corner of your screen.

 

Kind regards,

Laurie

Laurie_C
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Ethan_Lister
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Message 9 of 24
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Re: Internet dropping for 30 seconds every 20 minutes

Hi Laurie,

Thanks for getting in touch. The problems I was experiencing have been resolved, I don't know if something was done on your end but it went away after 3-4 days. Could you tell me what issues you've found from your testing? If there's still underlying issues which need resolving and could cause problems later then I'm happy to have a technician have a look, I'd just like to confirm whether its necessary. 

 

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John_GS
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Message 10 of 24
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Re: Internet dropping for 30 seconds every 20 minutes

Hi @Ethan_Lister

 

Thanks for coming back to us.

 

Upon checking, all your downstream levels bar 2 are out of spec. This will need a tech. If you can reply to my colleagues PM that he's sent, we can get this booked in 🙂

 

Kind regards,

John_GS
Forum Team


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