Internet keeps dropping out - brown box outside property is damaged

[sevraj]

Morning,

Over the past few weeks I've had an issue with the connection that keeps dropping, high latency and I've tried everything from resetting Xbox, PC, Phone, Tablet, Router, everything with not much luck. I've checked all the cables and found that the brown box outside the property is damaged. Could this be the issue? This slow/start stop connection is annoying during meetings and when kids try and play online. 

Who do I need to get in touch with to have a look?

[sevraj]

Refresh data

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

[sevraj]

Refresh data

Downstream bonded channels

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

1	331000000	-5.9	37	256 qam	25
2	203000000	-3.9	37	256 qam	9
3	211000000	-4.4	37	256 qam	10
4	219000000	-4.7	37	256 qam	11
5	227000000	-4.9	37	256 qam	12
6	235000000	-4.9	37	256 qam	13
7	243000000	-4.9	37	256 qam	14
8	251000000	-4.7	38	256 qam	15
9	259000000	-5.2	37	256 qam	16
10	267000000	-5.2	37	256 qam	17
11	275000000	-5.2	37	256 qam	18
12	283000000	-5	38	256 qam	19
13	291000000	-5.2	37	256 qam	20
14	299000000	-5.5	37	256 qam	21
15	307000000	-5.4	37	256 qam	22
16	315000000	-5.4	37	256 qam	23
17	323000000	-5.5	37	256 qam	24
18	339000000	-5.7	37	256 qam	26
19	347000000	-5.9	38	256 qam	27
20	355000000	-6.4	37	256 qam	28
21	363000000	-6.4	37	256 qam	29
22	371000000	-6.2	38	256 qam	30
23	379000000	-6.2	37	256 qam	31
24	387000000	-6.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	10	0
2	Locked	37.3	7	0
3	Locked	37.6	0	0
4	Locked	37.3	7	0
5	Locked	37.6	6	0
6	Locked	37.6	5	0
7	Locked	37.6	4	0
8	Locked	38.6	5	0
9	Locked	37.6	0	0
10	Locked	37.6	6	0
11	Locked	37.6	5	0
12	Locked	38.6	5	0
13	Locked	37.6	6	0
14	Locked	37.3	4	0
15	Locked	37.3	17	0
16	Locked	37.6	19	0
17	Locked	37.6	5	0
18	Locked	37.6	3	0
19	Locked	38.6	5	0
20	Locked	37.6	3	0
21	Locked	37.3	4	0
22	Locked	38.6	0	0
23	Locked	37.3	4	0
24	Locked	38.6	0	0

[sevraj]

Upstream bonded channels

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

1	60300000	44.5	5120	32 qam	1
2	39400000	44	5120	32 qam	4
3	46200000	44.5	5120	32 qam	3
4	53700000	45	5120	32 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[sevraj]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	kfoA,.iyewrkldJKDHSUBsgvca698

Primary Downstream Service Flow

SFID	6049
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	6047
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[sevraj]

Network Log

Time Priority Description

18/12/2021 23:44:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 23:38:8	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 23:25:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 22:04:53	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 22:04:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2021 21:35:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 21:51:53	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 21:51:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2021 19:06:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 09:51:52	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 09:51:52	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 14:37:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 21:51:52	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 21:51:52	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2021 18:24:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2021 09:51:52	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2021 09:51:52	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 11:13:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 21:51:51	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ashleigh_C]

Hi there @sevraj

Thank you so much for your post and welcome back to the community forums!

I'm so sorry to hear that you are having this issue with your connection! 

I have taken a look into your account and I can see that there are a few issues showing on your account that mean a tech will be needed, also if there is work need at the cabinet in the street then the tech will be able to identify and arrange this. 

I will send you a PM now so we can arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

Thank you.