Internet frequently drops (1+ times / day)

gollum0000 · 2020-04-04T11:21:01+00:00

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gollum0000

I have a UPC Connect Box and the internet frequently drops. The only way for me to get it back is usually if I restart the modem. I’m not sure if the actual restart fixes it, or if the restart takes long enough that something external to the modem fixes itself. If I wait long enough it will usually come back on its own too. Anywhere from 5-20 minutes. This happens usually once a day and sometimes more than that. I have asked technicians to come take a look, but usually UPC just sends someone and they install a new modem, see the internet is working, and then they leave, but the problem just persists after they leave. It’s also a bit difficult becuase there is a language barrier as I am in Hungary and I don’t speak Hungarian. There are very few devices connected to it, maybe a total of 3, and usually just 1 is communicating with it at a time.

I believe the issue isn’t so much a modem issue as it is the connection in the building. Is it possible there is an issue with electrical box in the building? I’m going quite outside my depth of knowledge here so thats why I came here asking for help. I’ve copied some of the router logs, maybe that will help diagnose the issue. Thanks.

Network log just before internet died.


04-04-2020 12:10:20	critical	No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 12:10:13	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 12:10:13	critical	Ranging Request Retries exhausted;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 12:10:13	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 12:10:13	critical	Ranging Request Retries exhausted;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels (after reset and internet is working)

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	410000000	8	37	256qam	8
2	354000000	10	38	256qam	1
3	362000000	10	37	256qam	2
4	370000000	9	37	256qam	3
5	378000000	9	37	256qam	4
6	386000000	9	37	256qam	5
7	394000000	9	37	256qam	6
8	402000000	8	37	256qam	7
9	418000000	9	37	256qam	9
10	426000000	9	37	256qam	10
11	434000000	9	37	256qam	11
12	442000000	9	37	256qam	12
13	450000000	9	37	256qam	13
14	458000000	9	37	256qam	14
15	466000000	9	37	256qam	15
16	474000000	8	37	256qam	16
17	730000000	11	36	256qam	17
18	738000000	11	36	256qam	18
19	746000000	10	35	256qam	19
20	754000000	10	35	256qam	20
21	762000000	11	35	256qam	21
22	770000000	11	35	256qam	22
23	778000000	10	35	256qam	23
24	786000000	10	35	256qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.636	130762594	30
2	Locked	38.605	127693563	1
3	Locked	37.636	127684137	5
4	Locked	37.636	127695910	7
5	Locked	37.636	127685487	6
6	Locked	37.636	127706737	11
7	Locked	37.636	127694647	9
8	Locked	37.356	127693484	8
9	Locked	37.356	127697156	9
10	Locked	37.356	127695556	18
11	Locked	37.356	127699454	6
12	Locked	37.356	127681560	9
13	Locked	37.356	127702813	12
14	Locked	37.636	127688842	12
15	Locked	37.356	127670678	9808
16	Locked	37.636	127672265	10439
17	Locked	36.387	127702943	19
18	Locked	36.387	127700834	15
19	Locked	35.595	127695526	26
20	Locked	35.780	127703817	27
21	Locked	35.780	127678988	22
22	Locked	35.780	127700866	29
23	Locked	35.780	127692540	16
24	Locked	35.780	127701737	33

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53200000	42	5.120	64qam	10
2	59800000	41	5.120	64qam	11
3	26600000	43	5.120	64qam	12
4	40000000	42	5.120	64qam	8
5	46600000	42	5.120	64qam	9
6	33200000	43	5.120	64qam	7

gollum0000

Just called again. They are sending someone again tomorrow. The ticket number is CC1479468/22020.

Daniele_Sunrise

@gollum0000 ,Please contact our technical support again as discussed with the technician. They will open a ticket for you. Afterwards send us the ticket number so that we can forward your request internally.

Greetings

Daniele

gollum0000

Thanks Daniele,

I called today and they sent a technician the same day. He arrived and did some work, said he did something, and that the internet seemed to be working now. I wasn’t exactly sure what he did since he didn’t speak english. I tried to communicate with him and show him the modem logs and it looked like we were understanidng eachother. He said that what he did may have fixed it, but if it didn’t I should call back.

Later that day, maybe a few hours later, internet died again. Looked at modem logs and its the same issue as before.

Do you have any idea what the problem could be? Is there somoene at UPC who has experienced a problem like this before where the same downstream channels drop power, causing internet to go down, and then it comes back online after 10/15 minutes. What could be causing this?

I’m not really sure how many more times I can call UPC to come in and not fix it. They’ve probably sent 7 technicians at this point.

Daniele_Sunrise

@gollum0000 , Welcome to the Community!

Please contact our telephone support again. They will open a ticket and let the specialists analyze your logs.

Greetings
Daniele

gollum0000

Today I’ve lost internet about 3 times so far. And each time I look at the logs and the downstream channels and the same thing is happening. Channels 1-16 downstream drop in power while channels 17-24 stay the same. Happens each time the internet dies.

After recording the downstream while internet is dead, and while internet is working, the values are usually:

Dead Internet

Channels 1-16: 4 or 5 dBmV

Channels 17-24: 9 or 10 dBmV

Working Internet

Channels 1-16: 8/9/10 dBmV

Channels 17-24: 9/10/11

gollum0000

Happened again just now (few hours after my initial post). Here are the stats. Whats interesting is the downstream channel power here (internet not working) is very different from what I posted for downstream in the previous post (when the internet is working)

Router Status:

Network Log

| Time | Priority | Description |
| — | — | — |


04-04-2020 15:29:05	notice	Illegal - Dropped FORWARD packet: src=2a00:1450:400c:0c0a:0000:0000:0000:006d MAC=01:5C:7F:A6:45:86;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 15:25:16	notice	GUI Login Status - Login Sucess from LAN interface; client ip=[192.168.0.17];CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 15:24:52	notice	Illegal - Dropped FORWARD packet: src=192.168.0.17 MAC=78:4F:43:59:89:39;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 15:24:07	information	Authorized;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 15:24:06	notice	REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 15:24:06	critical	No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 15:24:04	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 15:23:58	notice	TLV-11 - unrecognized OID;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;
04-04-2020 15:23:53	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=34:2c:c4:6d:fb:c9;CMTS-MAC=00:01:5c:7f:a6:61;CM-QOS=1.1;CM-VER=3.0;


Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	410000000	4	37	256qam	8
2	354000000	5	37	256qam	1
3	362000000	5	37	256qam	2
4	370000000	4	37	256qam	3
5	378000000	5	37	256qam	4
6	386000000	5	37	256qam	5
7	394000000	4	37	256qam	6
8	402000000	4	36	256qam	7
9	418000000	4	37	256qam	9
10	426000000	5	37	256qam	10
11	434000000	5	37	256qam	11
12	442000000	5	37	256qam	12
13	450000000	6	37	256qam	13
14	458000000	4	37	256qam	14
15	466000000	6	37	256qam	15
16	474000000	5	36	256qam	16
17	730000000	9	36	256qam	17
18	738000000	10	36	256qam	18
19	746000000	8	35	256qam	19
20	754000000	10	36	256qam	20
21	762000000	9	35	256qam	21
22	770000000	10	35	256qam	22
23	778000000	8	35	256qam	23
24	786000000	9	36	256qam	24
Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.356	376349634	135
2	Locked	37.356	373280644	54
3	Locked	37.636	373270900	75
4	Locked	37.636	373282661	83
5	Locked	37.356	373271840	61
6	Locked	37.636	373293105	62
7	Locked	37.356	373281010	73
8	Locked	36.61	373279889	57
9	Locked	37.636	373283753	69
10	Locked	37.356	373282603	67
11	Locked	37.356	373286517	49
12	Locked	37.636	373268675	69
13	Locked	37.356	373290315	47
14	Locked	37.356	373276472	100
15	Locked	37.356	373245384	25907
16	Locked	36.61	373253415	20114
17	Locked	36.387	373293768	43
18	Locked	36.387	373291905	41
19	Locked	35.78	373286156	72
20	Locked	36.387	373294509	101
21	Locked	35.595	373271841	98
22	Locked	35.595	373290968	98
23	Locked	35.78	373282657	82
24	Locked	36.387	373290207	93


Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53200000	41	5.12	64qam	10
2	46600000	41	5.12	64qam	9
3	33200000	42	5.12	64qam	7
4	26600000	42	5.12	64qam	12
5	40000000	42	5.12	64qam	8
6	59800000	41	5.12	64qam	11
Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	2	0	0	3	0
2	2	0	0	0	0
3	2	0	0	1	0
4	2	0	0	0	0
5	2	0	0	2	0
6	2	0	0	1	0