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Internet dropping completely for 30 seconds every 20 minutes

Ethan_Lister
Tuning in

‎24-08-2021 03:59 - edited ‎24-08-2021 04:05

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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23 REPLIES 23

Ethan_Lister
Tuning in
In response to John_GS

on ‎03-09-2021 19:49

Hi John,

I've had my tech visit and they changed some parts out both at the premises and the cabinet. The main difference I've noticed is that my power levels are way down, from 8-10 to 2-5. I'll post router information so if someone could confirm that everything looks good now that would be great thanks.

3.0 Downstream channels

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

122270000003.00000035.779911QAM25612
11390000005.00000035.779911QAM2561
21470000004.80000336.386890QAM2562
31550000004.59999835.779911QAM2563
41630000004.19999735.595078QAM2564
51710000003.79999935.779911QAM2565
61790000003.40000235.779911QAM2566
71870000003.40000235.779911QAM2567
81950000003.29999936.386890QAM2568
92030000003.29999936.386890QAM2569
102110000003.20000136.386890QAM25610
112190000003.09999836.386890QAM25611
132350000003.09999835.779911QAM25613
142430000002.90000236.386890QAM25614
152510000002.79999935.779911QAM25615
162590000002.70000136.609653QAM25616
172670000002.40000236.609653QAM25617
182750000002.50000036.609653QAM25618
192830000002.09999836.386890QAM25619
202910000001.79999936.386890QAM25620
212990000002.09999836.386890QAM25621
223070000002.40000236.386890QAM25622
233150000002.90000236.609653QAM25623
243230000003.00000036.609653QAM25624
253310000003.29999937.355988QAM25625
263390000003.00000037.355988QAM25626
273470000003.40000236.609653QAM25627
283550000003.29999936.609653QAM25628
293630000003.70000137.355988QAM25629
303710000003.50000037.355988QAM25630
313790000003.70000137.636276QAM25631



3.0 Downstream channels

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

12Locked35.77991110
1Locked35.77991120
2Locked36.38689000
3Locked35.77991110
4Locked35.59507880
5Locked35.779911140
6Locked35.77991130
7Locked35.77991100
8Locked36.38689010
9Locked36.38689000
10Locked36.38689000
11Locked36.38689010
13Locked35.77991130
14Locked36.38689000
15Locked35.77991110
16Locked36.60965300
17Locked36.60965300
18Locked36.60965300
19Locked36.38689000
20Locked36.38689010
21Locked36.38689020
22Locked36.38689000
23Locked36.60965300
24Locked36.60965300
25Locked37.35598800
26Locked37.35598800
27Locked36.60965310
28Locked36.60965300
29Locked37.35598800
30Locked37.35598800
31Locked37.63627600



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)
33Locked391.43647220651322
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Ethan_Lister
Tuning in
In response to Ethan_Lister

on ‎03-09-2021 19:49

3.0 Upstream channels

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

13260000045.0205995120 KSym/sec64QAM5
23940000045.0205995120 KSym/sec64QAM4
34620000044.7705995120 KSym/sec64QAM3
42580000045.2705995120 KSym/sec64QAM6



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0010
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Ethan_Lister
Tuning in
In response to Ethan_Lister

on ‎03-09-2021 19:50

Refresh data
General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076-b.cm


Primary Downstream Service Flow
SFID
796324
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow
SFID
796323
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
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Ethan_Lister
Tuning in
In response to Ethan_Lister

on ‎03-09-2021 19:50

Network Log

Time Priority Description

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;
Mon Aug 23 04:32:42 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;
Tue Aug 24 01:27:03 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 24 06:39:53 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;
Tue Aug 24 11:26:05 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 25 00:01:32 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 25 22:56:15 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 26 03:06:49 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;
Sat Aug 28 18:06:27 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 28 21:47:43 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;
Sun Aug 29 01:40:42 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 29 07:12:54 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 Sep 1 13:40:43 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 1 23:29:47 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 Sep 2 10:28:15 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:28:18 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:28:29 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:28:32 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:29:39 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:29:49 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;
Thu Sep 2 10:32:09 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:32:09 20216CM-STATUS message sent. Event Type Code: 21; 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;
Thu Sep 2 10:32:10 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:32:12 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:35:38 20213Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:36:19 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:36:49 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:37:03 20216CM-STATUS message sent. Event Type Code: 16; 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;
Thu Sep 2 10:42:02 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:42:04 20216CM-STATUS message sent. Event Type Code: 2; Chan ID: 12; 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;
Thu Sep 2 10:42:06 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:43:15 20216CM-STATUS message sent. Event Type Code: 16; 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;
Thu Sep 2 10:46:33 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:46:38 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:46:43 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 1; 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;
Thu Sep 2 10:49:50 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:49:54 20216CM-STATUS message sent. Event Type Code: 21; 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;
Thu Sep 2 10:49:54 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:51:25 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:51:28 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;
Thu Sep 2 10:51:29 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 2 10:51:42 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;
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Ethan_Lister
Tuning in
In response to Ethan_Lister

on ‎05-09-2021 13:59

Some ongoing issues still.

 Post maintenance packet loss returns.png

As you can see the smattering of packet loss is still happening, though oddly it seems to only be from mid day until about 7pm. 

Upstream channels sometimes have modulation issues and negotiate at 32QAM instead of 64.

3.0 Upstream channels

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

13260000045.2705995120 KSym/sec64QAM5
23940000045.2705995120 KSym/sec64QAM4
34620000045.0205995120 KSym/sec64QAM3
42580000045.5205995120 KSym/sec32QAM6

 

Lastly, downstream channels seem to have rather a lot of errors building up. 

3.0 Downstream channels

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

12Locked35.77991130
1Locked35.77991100
2Locked35.77991140
3Locked35.779911200
4Locked35.59507840
5Locked35.59507850
6Locked35.59507860
7Locked35.77991120
8Locked35.779911480
9Locked35.77991110
10Locked36.38689000
11Locked35.77991100
13Locked35.77991120
14Locked35.77991110
15Locked35.77991120
16Locked36.38689000
17Locked36.38689000
18Locked36.38689010
19Locked36.38689010
20Locked35.77991100
21Locked36.60965300
22Locked36.60965300
23Locked36.38689000
24Locked36.60965300
25Locked36.60965300
26Locked36.60965300
27Locked36.38689000
28Locked36.38689000
29Locked37.35598800
30Locked37.35598800
31Locked37.63627600
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risc19
Well-informed
In response to Ethan_Lister

on ‎05-09-2021 20:31

Still looks a touch noisy.

It would be nice to have RxMER (dB) above 38 on 3.0 Downstream channels.

Also one of your upstream channels it at 32QAM from 64QAM.

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David_Bn
Forum Team
Forum Team

on ‎08-09-2021 08:32

Thanks for your post on your Community Forums @Ethan_Lister and I'm sorry to hear of the intermittent connection on the services,

 

Can you please advise me if you're still experiencing this fault?

 

Having ran a flow on your account, our system is requesting that you perform a pin hole reset on your Hub 4.  Are you able to do this for me?

 

The hub is currently showing an uptime of 5 days

 

Kindest regards,

David_Bn

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Ethan_Lister
Tuning in
In response to David_Bn

‎20-01-2022 16:44 - edited ‎20-01-2022 16:49

Hi David,

Service has been mostly fine for the last few months since I last visited this thread. Sorry for not replying I must have missed your message.

Recently I've been having problems once again, there was connection downtime in the mornings though this seems to have been resolved after work was performed a few days ago. However, I'm now experiencing constant packet loss throughout the entire day which only started yesterday. Furthermore, the downstream power levels on my router are back to what they were before work was done last September. One upstream channel is also only negotiating at 16QAM currently. I have just performed a pinhole reset earlier today, no change.

Here is today's BQM: 

643527aaad85e236b0d16ef774365cd6de9f28e5-20-01-2022.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/643527aaad85e236b0d16ef774365cd6de9f28e5-20-01-2022

I'll post my router stats below.

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Ethan_Lister
Tuning in
In response to Ethan_Lister

on ‎20-01-2022 16:45

3.0 Downstream channels

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

253310000008.50000040.366287QAM25625
61790000008.19999740.366287QAM2566
71870000008.19999740.366287QAM2567
81950000008.40000240.946209QAM2568
92030000008.30000340.366287QAM2569
102110000008.50000040.946209QAM25610
112190000008.40000240.946209QAM25611
122270000008.30000340.366287QAM25612
132350000008.30000340.366287QAM25613
142430000008.40000240.366287QAM25614
152510000008.09999840.366287QAM25615
162590000008.19999740.366287QAM25616
172670000008.19999740.946209QAM25617
182750000008.30000340.366287QAM25618
192830000008.00000040.366287QAM25619
202910000007.69999740.946209QAM25620
212990000007.80000340.366287QAM25621
223070000008.19999740.946209QAM25622
233150000008.50000040.366287QAM25623
243230000008.30000340.366287QAM25624
263390000008.00000040.946209QAM25626
273470000008.30000340.946209QAM25627
283550000007.90000240.366287QAM25628
293630000008.00000040.366287QAM25629
303710000007.69999740.946209QAM25630
313790000008.00000040.366287QAM25631
323870000007.59999840.946209QAM25632
333950000007.90000240.946209QAM25633
344030000007.80000340.946209QAM25634
354110000007.90000240.366287QAM25635
364190000007.80000340.946209QAM25636



3.0 Downstream channels

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

25Locked40.36628700
6Locked40.36628700
7Locked40.36628700
8Locked40.94620900
9Locked40.36628700
10Locked40.94620900
11Locked40.94620900
12Locked40.36628700
13Locked40.36628700
14Locked40.36628700
15Locked40.36628700
16Locked40.36628700
17Locked40.94620900
18Locked40.36628700
19Locked40.36628700
20Locked40.94620900
21Locked40.36628700
22Locked40.94620900
23Locked40.36628700
24Locked40.36628700
26Locked40.94620900
27Locked40.94620900
28Locked40.36628700
29Locked40.36628700
30Locked40.94620900
31Locked40.36628700
32Locked40.94620900
33Locked40.94620900
34Locked40.94620900
35Locked40.36628700
36Locked40.94620900



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
37964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
37Locked436.620192730
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Ethan_Lister
Tuning in
In response to Ethan_Lister

on ‎20-01-2022 16:45

3.0 Upstream channels

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

12580000043.7705995120 KSym/sec16QAM12
24620000044.0205995120 KSym/sec64QAM9
33940000044.0205995120 KSym/sec64QAM10
43260000044.0205995120 KSym/sec64QAM11



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
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