GIGA - intermittent timeouts and connection loss

mickppla · 2020-02-11T10:31:21+00:00

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mickppla

I’ve been using the UPC cable for a few years now, upgrading to the best possible service whenever something new was made available. With the beginning of 2020, i switched to the GIGA Connect Box to benefit from gigabit download speeds.

Long story short, I’m having lots of intermittent service disruptions, about 2-3 per day and it’s really frustrating to have to reboot the Connect Box each time. The device logs are filled with the following messages:

No Ranging Response received - T3 time-out;CM-MAC=e4:57:40:0e:72:61;CMTS-MAC=00:17:10:95:57:89;CM-QOS=1.1;CM-VER=3.1;

Ranging Request Retries exhausted;CM-MAC=e4:57:40:0e:72:61;CMTS-MAC=00:17:10:95:57:89;CM-QOS=1.1;CM-VER=3.1;

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=e4:57:40:0e:72:61;CMTS-MAC=00:17:10:95:57:89;CM-QOS=1.1;CM-VER=3.1;

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:57:40:0e:72:61;CMTS-MAC=00:17:10:95:57:89;CM-QOS=1.1;CM-VER=3.1;

Having spent ample time with tech support who first advised to first switch the standard coax cable I have been using to a better one, which I did buying a nice 120dbi 5-layer shielded HAMA - not really made a lot of difference being honest.

Finally, through a prolonged call, I’m being told that by using the device in modem mode with my own enterprise grade router and infrastructure at home, I’m actually out of support!

What’s even more frustrating is that the technician doesn’t understand that the logs i pasted above and read out to him (apparently no email address to send those to… really?) come from my own device and not the Connect Box.

I’ve been doing infrastructure security for the past 15 years professionally and have no time to waste on calling UPC for issues that don’t exist - equally, can troubleshoot my own network as I have been doing for a living all my life. I’m now told to change to the router mode (which will disrupt the multiple IPSEC tunnels I use to make a living) just so that I can sit and wait around to finally note the time when the connection drops by hand and call in again.

This is nothing short of ridiculous and a waste of time. Can anyone here help looking at the matter or do I need to change the provider already? It’s not that I’m not tempted as the GIGA connection costs me 79 bucks a month as a reward for being a 4yr+ client where it would have been 30 bucks less if I only subscribed now.

Excellent experience…

mickppla

thanks for taking the time to respond to this thread - i’m actually surprised they offered a downgrade as i asked for that and it didn’t seem like an option at all… might give the customer support one last call but waiting on information from two competitors to know what alternatives i have where i live

looking for the french forum didn’t yield any great results - care to be kind enough and post a link?

vivastar

On the french forum, we have provided all the logs and status on those issues

UPC kinda admitted the problem, but the support ALWAYS blame the user configuration

That gigabox is a true nightmare, a real **bleep**up

They got all the logs and proof but nothing is happening .. and pobably nothing will happen

they only offered us to downgarde to the “old” connect box so figure it out .

Support is useless, they dont even understand the difference between wan and lan

Check the french forum the biggest post, you ll get infos on what they have found out ..

or admitted .. for once ..

Regards

rshaba

I have exactly the same problem, and it is really annoying.

Am working from home and Internet is critical to have all the time.

My GIGA Internet has Download Speed of 87.12Mbps and Upload Speed 18.82Mbps

mickppla

10 weeks later, i have to restart the modem around 4-5 times a day as the connection drops all the time, also, no one from the support team offered any solutions other than that i can terminate the contract and seek an alternative.

I understand that at this stage it’s a plain rant that will not bring any solution but i thought that the community and other users who are in the same situation should know that they’re not alone…

mickppla

Yes, that is all clear but so far, no one looked at or provided any feedback regarding the log extract i pasted into my 1st post - for anyone working in technology, log analysis is the fundament of all troubleshooting.

Ahmet_sunrise

Thank you very much for your feedback. We can see where this is going. We also understand that you do not agree with how the error analysis should be continued. On the other hand, we also have to emphasize that this is a special case that is very complex to analyze, especially because of your own setup. Many users with the same product do not report back such error images.

We are happy to help with the analysis, but this also requires your cooperation. Otherwise alternatives have to be found if you do not agree with the product in this form. You can contact us by private message.

Thank you for your understanding.

Best regards,

Ahmet

mickppla

Hi Ahmet,

Thanks for your prompt response. I looked at the thread but other than the three status updates which I welcome, I don’t see how to take advantage of the information to resolve my issue.

Yes, I understand that the tech support needs my cooperation but if providing meaningful information from the Connect Box’s log file isn’t that, I don’t know what is. Working long hours every day, I also refuse to turn everything upside down just to determine that perhaps my Sonos speakers are causing modem timeouts - or maybe it’s going to be my smart dishwasher next time. I hope you know where I’m getting at.

Best,

Ahmet_sunrise

Hi @mickppla

Welcome in our community.

Thank you for your post. We understand your points. In order to solve or picture the issue, our technical support needs your help. Otherwise they are not able to help you out.

Please also check this thread concerning the Giga Connect Box: https://community.sunrise.ch/t5/Connect-Box/Giga-Connect-Box/m-p/152108/highlight/false#M444

Thank you for your understanding.

Best regards,

Ahmet