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Promeneur

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21 Messages

dim. 16 août 2020 12:36

Line goes down frequently

Sorry, I have to do this in English, you can respond in French, but writing French takes me too much time....

Since we changed pack to Solo Max we experience a lot of disconnects. Every couple of days, I need to reset the modem to regain access again.

These are the log entries since august 1st:

 Sun Aug 02 07:57:55 2020   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/... 
 Mon Aug 03 03:29:34 2020   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MA... 
 Mon Aug 03 03:30:07 2020   Critical (3)  Received Response to Broadcast Maintenance Request, But no U... 
 Tue Aug 04 10:43:40 2020   Critical (3)  Started Unicast Maintenance Ranging - No Response received -... 
 Thu Aug 06 19:20:01 2020   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/... 
 Sun Aug 09 07:41:22 2020   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/... 
 Tue Aug 11 20:51:40 2020   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/... 
 Tue Aug 11 20:51:41 2020   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC ... 
 Time Not Established  Notice (6)  Honoring MDD; IP provisioning mode = IPv4 
 Sat Aug 15 09:00:39 2020   Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MA... 
 Sun Aug 16 07:33:08 2020   Error (4)  DHCP REBIND WARNING - Field invalid in response ;CM-MAC=fc:5... 

 

And the latest connection status information:

Status

Connection  :  This page displays information on the status of the cable modem's HFC and IP network connectivity.



 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+

Downstream Channel
ChannelLock StatusModulationChannel IDSymbol RateFrequencyPowerSNR
1 QAM256 6952000 -3.4 dBmV39.5 dB
2 QAM256 6952000 -3.6 dBmV39.5 dB
3 QAM256 6952000 -3.2 dBmV39.6 dB
4 QAM256 6952000 -3.0 dBmV39.7 dB
5 QAM256 6952000 -2.9 dBmV39.6 dB
6 QAM256 6952000 -2.8 dBmV39.7 dB
7 QAM256 6952000 -2.7 dBmV39.7 dB
8 QAM256 6952000 -2.7 dBmV39.6 dB
9 QAM256 6952000 -2.5 dBmV39.0 dB
10 QAM256 6952000 -2.4 dBmV39.7 dB
11 QAM256 6952000 -2.4 dBmV39.7 dB
12 QAM256 6952000 -2.3 dBmV39.8 dB
13 QAM256 6952000 -2.2 dBmV39.4 dB
14 QAM256 6952000 -2.3 dBmV39.7 dB
15 QAM256 6952000 -2.3 dBmV39.7 dB
16 QAM256 6952000 -2.4 dBmV39.7 dB

Upstream Channel
ChannelLock StatusModulationChannel IDSymbol RateFrequencyPower
1 QAM32 5120 Ksym/sec 42.8 dBmV
2 QAM32 5120 Ksym/sec 44.3 dBmV
3 QAM32 5120 Ksym/sec 45.8 dBmV
4 QAM32 5120 Ksym/sec 42.8 dBmV

CM IP AddressDurationExpires
---.---.---.---D: -- H: -- M: -- S: ----- --- -- --:--:-- ----

 


Current System Time: Sun Aug 16 13:36:01 2020

 

Please help!

 

 

Regards,

 

Ruud

Je viens des Pays-Bas, alors je parle Francais avec des soucis :)

Réponses

Official Solution

Cedric

Officiel VOO

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684 Messages

il y a 2 mois

Hello @Bimmer ,

 

Thank you, I now have access to your customer file.

 

After analysis, it turns out that our technical teams have opened 2 technical files in your area. I don't have a resolution date for the first problem yet but the second intervention should end today around noon. 

 

These interventions concern signal quality problems, so it does not come from you, rest assured. 

 

Thank you for your patience. Our teams are doing their best. 

Promeneur

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21 Messages

Thanks for the answer Cedric, 

I'll come back here when I experience difficulties again. 

Everything seems to be ok at the moment..

 

 

Je viens des Pays-Bas, alors je parle Francais avec des soucis :)

Promeneur

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21 Messages

Hi Cedric,

 

Since last friday I had to reset the modem every morning, to have internet access. 

I also saw this in my log, is that you?

Tue Aug 25 09:03:40 2020    Critical (3)   Telnet user logged in from IP address 10.9.125.227. 
 Tue Aug 25 09:03:54 2020    Critical (3)   Telnet user logged out. 
 Tue Aug 25 09:03:55 2020    Critical (3)   Unauthorized telnet access attempt from 10.9.125.227 - IP ad... 

 

Thanks for your answer!

 

Ruud

Je viens des Pays-Bas, alors je parle Francais avec des soucis :)
Cedric

Officiel VOO

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684 Messages

Hello @Bimmer ,

 

I connected to the modem to analyze the situation. However, the intervention detailed earlier is still in progress with no known end date. 

Promeneur

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21 Messages

Hi Cedric,

 

Thought it was you, but just wanted to be sure...

 

Hope it will get better soon.

 

Regards,

 

Ruud

Je viens des Pays-Bas, alors je parle Francais avec des soucis :)

Promeneur

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21 Messages

il y a 2 mois

bump

Je viens des Pays-Bas, alors je parle Francais avec des soucis :)
roylion15

Top Expert

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18.8K Messages

il y a 2 mois

Hello

Your signal levels are good and correct at the time you took them.

It' s possible that the "disturbances" are due to a maintenance or work on the line also.

 

Only officials can see the connection history to analyze the situation. Wait for an answer.

Have a nice day.

@Lionel S 

 

(Modifié)

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Promeneur

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21 Messages

Merci Roylion15!

Je viens des Pays-Bas, alors je parle Francais avec des soucis :)
Cedric

Officiel VOO

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684 Messages

il y a 2 mois

Hello @Bimmer ,

 

Could ou add your customer number in your settings please ? I'll check it.

Promeneur

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21 Messages

Hi Cedric,

 

Sorry, I thought I allready added that. I checked and now it is there.

 

Je viens des Pays-Bas, alors je parle Francais avec des soucis :)