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  • Unstable upstream connection - unacceptable for a professional ISP

    Anglais
UPC
Altri modem

Since many months now we’ve been having unstable connection. I’ve contacted customer support many times and they couldn’t find anything useful and keep telling me to call again if I have issues again.

Unless something changes - meaning unless connection becomes stable again - I’m extremely likely to terminate my contract. This is just unacceptable. For the same/less money I can get a Swisscom connection.

Below is the log from my modem/router: Power cycling the modem didn’t help, as you can see below. The support sent me a new modem a few months ago, and that didn’t help either.
04-09-2019 22:13:07noticeIllegal - Dropped INPUT packet: src=52.212.165.171 MAC=00:17:10:95:59:8D;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:12:28criticalNo Ranging Response received - T3 time-out;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:12:23noticeIllegal - Dropped INPUT packet: src=216.58.215.227 MAC=00:17:10:95:59:8D;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:11:37criticalNo Ranging Response received - T3 time-out;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:11:37noticeIllegal - Dropped INPUT packet: src=1.0.0.1 MAC=00:17:10:95:59:8D;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:11:36criticalNo Ranging Response received - T3 time-out;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:11:28noticeIllegal - Dropped INPUT packet: src=172.217.168.67 MAC=00:17:10:95:59:8D;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:10:54criticalNo Ranging Response received - T3 time-out;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:10:53noticeIllegal - Dropped INPUT packet: src=198.211.120.59 MAC=00:17:10:95:59:8D;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:10:04noticeREGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:10:04criticalNo Ranging Response received - T3 time-out;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:10:00noticeTLV-11 - unrecognized OID;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:10:00noticeGUI Login Status - Login Sucess from LAN interface; client ip=[192.168.0.111];CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:09:53warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:02:59noticeIllegal - Dropped FORWARD packet: src=192.168.0.111 MAC=10:4A:7D:AF:CC:C4;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:01:20noticeCable Modem Reboot - due to power reset;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:04:48criticalNo Ranging Response received - T3 time-out;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:04:48noticeIllegal - Dropped INPUT packet: src=172.217.168.46 MAC=00:17:10:95:59:8D;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:03:44noticePort Scan - UDP: src=192.168.0.8 MAC=10:4A:7D:AF:CC:C4;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
04-09-2019 22:03:26criticalNo Ranging Response received - T3 time-out;CM-MAC=38:43:7d:f8:8d:62;CMTS-MAC=00:17:10:95:59:8d;CM-QOS=1.1;CM-VER=3.0;
Discussions similaires
un an plus tard

@HCH , Welcome to the community!

The fiber optic technology is different from the one used by UPC. So I cannot tell you if it is better with fiber optics.

For processing, please send us your customer number, address and date of birth via private message. We will then check the configuration of your modem.

Greetings
Daniele

  • HCH

    • Message #3
    • Ce message est en Anglais

    @Daniele_Sunrise We face similar issues with our internet. 

    First we were told that our abo package would not be sufficient and we would need to upgrade. Doing that did not help and we still face the losses of connection several times per day that last for a couple of seconds. In addition, the connection seems not to be sufficent to suffiecently reach our bedroom in our small flat (which is not even separated by a wall or door from the living room).

    We noticed that we have a second internet connection possibility in our flat which would also provide fiber glass. Today, we asked how to connect the UPC box to the fiber glass connection as it seems we don’t have the correct ethernet cable, but we could not get clear instructions during the call with the hotline. 

    Can you maybe help us how to proceed? is it an issue that can be fixed at the router? do we need to order a new router? would fiber glas help to get a stable connection?

    Thank you

    Christina

    @MHW15 , Welcome to the community!

    For processing, please send us your customer number, address and date of birth via private message. We will then check the configuration of your modem.

    Greetings
    Daniele

    I have the same problem as described above, several times a week, last one today at 16:28. I had to reboot the connect box.

    As soon as fiber optic cable is available, I will switch to another provider.

    Instead of opening a new topic i decided to continue with this becuase i have similar issues too.

    For the past 4-5 days the internet connection drops randomly by the modem/router. It will not turn off completely but it will drop for 3-4 seconds and then comes back again and because of that for example this happens:

    • if i have an SSH terminal session open (which i usually have a lot cuz of working at home) all the SSH sessions drop,
    • i’d lose my VPN connection to my work network and i have to reconnect again
    • If any of my 3 TV’s are on a popup will show up saying the “Network cable has been disconnected” and then another popup will show up saying its connected after 3-4 seconds
    • The same happens if im playing an online game from my PS4 or PC, i would just drop from the gaming session
    • Wireless devices like mobile phones, iPads or laptops would drop the wireless connectio if they are connected to the UPC router
    • Wireless devices like mobile phones, iPads or laptops would drop the connection even if im connected to my other wireless network at home
    • It would take about 1 minute to be able to connect back to the router settings.

    This is a replacement device that i received around the 10th of March and it was working fine since i got it till now.

    Of course i tried the usual shutdown/restart .. unplugged the cable and plugged it back in..

    Is there anyone else facing this problem?

    Or maybe have a fix?

    @Ciaccariello , Welcome to the community!

    Can you please explain your exact problem, how you connected everything and what you have already done?

    Greetings

    Daniele

    I got the same issue. Any clue?

    The kind of error log looks very similar to mine. How did this case get resolved?

    @tomic , Our technical Support has created a ticket for a technician deployment. A technician will contact you and make an appointment.

    Greetings

    Daniele

    4 ans plus tard