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UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem

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  • #1 19860272
    Herme55
    Level 4  
    Posts: 12
    Rate: 2
    Board Language: polish
    Hello,

    I guess since I moved I have problems with UPC.

    This is manifested by the lack of internet for 1-2 minutes. It's as if he lost the connection and reconnected after a while, when my work requires, above all, the stability of the connection. Live streams.

    I currently have a 150/25 connection (the contract was until November, but the owner did not change anything, so now there is probably a continuation). Their modem is Connect Box (+/- I replaced a year ago because of similar problems).

    I am trying to arrange it with UPC, but it is not easy, because it is hard to find specific solutions. Another spec's visit soon, but maybe you see something in these logs/settings that indicates the essence of the problem?

    Logs from the modem from the last failure (exceptionally longer).
    Code: text Expand Select all Copy to clipboard
    31-01-2022 18:43:12	notice	Illegal - Dropped FORWARD packet: SRC=2a03:2880:f116:0081:face:b00c:0000:38d9 MAC=18:A7:67:B8:19:86;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:40:39	notice	TR069 start;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:40:39	notice	Illegal - Dropped FORWARD packet: SRC=2a02:2638:0001:0000:0000:0000:0000:0013 MAC=18:A7:67:B8:19:86;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:39:56	notice	REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:39:42	notice	TLV-11 - unrecognized OID;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:39:42	notice	Illegal - Dropped FORWARD packet: SRC=192.168.0.73 MAC=7A:7A:FB:76:21:A5;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:39:38	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:39:36	notice	Illegal - Dropped FORWARD packet: SRC=192.168.0.171 MAC=30:9C:23:49:3B:B5;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:39:07	critical	No Ranging Response received - T3 time-out;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:38:53	notice	Illegal - Dropped FORWARD packet: SRC=192.168.0.73 MAC=7A:7A:FB:76:21:A5;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:38:50	notice	TR069 stop ;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:38:22	notice	Illegal - Dropped FORWARD packet: SRC=192.168.0.73 MAC=7A:7A:FB:76:21:A5;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:38:13	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:36:13	critical	No Ranging Response received - T3 time-out;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:36:10	notice	GUI Login Status - Login Sucess from LAN interface; client ip=[192.168.0.171];CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:36:10	critical	No Ranging Response received - T3 time-out;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;

31-01-2022 18:34:53	notice	Illegal - Dropped FORWARD packet: SRC=2a00:1450:401b:0801:0000:0000:0000:200a MAC=18:A7:67:B8:19:86;CM-MAC=68:02:b8:56:55:b2;CMTS-MAC=70:18:a7:67:b8:ee;CM-QOS=1.1;CM-VER=3.0;


    Modem Settings:

    UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem
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  • #2 19860325
    KOCUREK1970
    Network and Internet specialist  
    Posts: 35122
    Help: 3786
    Rate: 5326
    Board Language: polish
    @Herme55
    Can you show the tab from the modem from the signal section but upstream?

    There are problems with T3, it suggests some problem in the return path - either with the modem, or with the wiring in the premises / in the staircase, or with the optical NOD, or even earlier.

    Also try turning off your firewall.
    What firmware version on the modem?
  • #3 19861144
    Herme55
    Level 4  
    Posts: 12
    Rate: 2
    Board Language: polish
    @KOCUREK1970

    I turned off the firewall. I'll see the logs tomorrow, because this happens on average once a day, but not every day.

    Compliance with standards : DOCSIS 3.0
    Hardware version : 5.01
    Firmware version : CH7465LG-NCIP-6.15.31p1-NOSH
    Device operation time : 3 day(s) 22h:47m:30s
    Web access : Allowed

    UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem
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    #4 19861152
    KOCUREK1970
    Network and Internet specialist  
    Posts: 35122
    Help: 3786
    Rate: 5326
    Board Language: polish
    @Herme55
    In the return path (KZ), you have quite high limit attenuation, almost 50dBmV is the working limit of a cable modem.
    The downstream and upstream signals are fine (they are in similar ranges, depending on whether it is DS or US), so this does not indicate the fault of the cabling or the modem, it is simply the signal that needs to be adjusted.
    Obligatory visit of the UPC service technician and he must tune/adjust this signal.


    Downstream:
    -7 dBmV to +7 dBmV - optimal signal
    -8 dBmV to -10 dBmV or +8 dBmV to +10 dBmV - good signal
    -11 dBmV to -15 dBmV or +11 dBmV to +15 dBmV - bad signal
    -15 dBmV and below or +15 dBmV and above - very bad signal

    Upstream:
    +35 dBmV to +49 dBmV - optimal signal

    SNR (Signal to Noise Ratio):
    256 QAM > 33 dB - optimal signal
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  • #5 19862255
    Herme55
    Level 4  
    Posts: 12
    Rate: 2
    Board Language: polish
    For posterity, I leave screenshots of the return channels in normal and just after the internet went down (and before restarting the entire connection).


    UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem
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  • #6 19862297
    KOCUREK1970
    Network and Internet specialist  
    Posts: 35122
    Help: 3786
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    Board Language: polish
    @Herme55
    As the modemorouter got an arrow, it even lost 1 DS channel (there should be at least 4 DS channels, and in the second photo there are only 3 DS channels), and the number of T3 errors even shot up.
    Clearly a signal for regulation, because something is happening in the return channel.
  • #7 19863884
    Herme55
    Level 4  
    Posts: 12
    Rate: 2
    Board Language: polish
    @KOCUREK1970

    Tomorrow the technician visits, so I'll let you know what he did there.
  • #8 19865419
    Herme55
    Level 4  
    Posts: 12
    Rate: 2
    Board Language: polish
    @KOCUREK1970

    I had an appointment, it lasted 5 minutes. Without watching logs or screenshots from the router. The router's power supply has been replaced and they are to monitor the connection for the next week.

    EDIT:

    Strange thing. I didn't monitor it all the time, but did the signals change to correct after the visit?

    UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem
  • #9 19866311
    KOCUREK1970
    Network and Internet specialist  
    Posts: 35122
    Help: 3786
    Rate: 5326
    Board Language: polish
    Herme55 wrote:
    The router's power supply has been replaced

    Herme55 wrote:
    Strange thing. I didn't monitor it all the time, but did the signals change to correct after the visit?

    The attenuation of the signal has decreased, so there are no more T3 errors, because the modem does not lose connection with CMTS.
    It is difficult to assess the connection.
    Herme55 wrote:
    I had an appointment, it lasted 5 minutes. Without watching logs or screenshots from the router.

    He checked, he checked earlier on the portal for installers.
    On the order, he has the customer number, he has login data to the modem.
  • #10 19868380
    Herme55
    Level 4  
    Posts: 12
    Rate: 2
    Board Language: polish
    Today it disconnected for the first time.

    UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem
  • #11 19868531
    KOCUREK1970
    Network and Internet specialist  
    Posts: 35122
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    Board Language: polish
    @Herme55
    So something bad is happening, as if outside the modem - only a technician will check this too.
    Keep reporting the problem, until successful, or send a written complaint.
  • #12 19868547
    Herme55
    Level 4  
    Posts: 12
    Rate: 2
    Board Language: polish
    @KOCUREK1970

    I will if there is no response. Now the connection crashes every now and then.

    UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem
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  • #13 19868568
    KOCUREK1970
    Network and Internet specialist  
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    Board Language: polish
    @Herme55
    Some things need to be verified.

    When there is a problem, we run 3 separate cmd windows and in each window one task, then Enter:
    ping -t 8.8.8.8
    ping -t google.com
    ping -t 192.168.0.1 (this is the IP of our router/modem/antenna, operator's router/modem/antenna - it may be different, we need to check what our router has and enter the correct one, if there are several modems/routers, we ping each).
    The test should show what is wrong:
    - the first test is the DNS test,
    - the second test is the service test, i.e. whether the internet itself is working,
    - third test. this is a test to see if our router is responding.
    Please do some tests and post the results here.

    It would be best to hit the moment where it breaks on one host and we verify it with the others (time interval).
  • #14 19873191
    Herme55
    Level 4  
    Posts: 12
    Rate: 2
    Board Language: polish
    @KOCUREK1970

    I let it go from 18 to catch a breakdown because I was leaving, but just a moment ago there were problems. It's so light, because it didn't reset the connection completely, but only "silted" the internet for a while.


    UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem

    UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem
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    #15 19873234
    KOCUREK1970
    Network and Internet specialist  
    Posts: 35122
    Help: 3786
    Rate: 5326
    Board Language: polish
    @Herme55
    So it breaks off on the modem (since you lose connection with the modem, it means that the modem leaves CMTS, other services continue to fall into oblivion).
    Try a few more such tests, submit a written complaint, attaching printouts / scans of measurements.

    The fitter should start by replacing the modem (don't count on a new one) and checking the entire cable installation in your apartment (maybe some splitter is defective somewhere. Or some F plug is loose and needs to get a new one), if that doesn't help, replace the cable going to the apartment from the Locbox to the corridor - that's what the technician will do.
    If this does not help, the technician should report it to the line service and they should check the connection of the Locbox in the corridor with the optical NOD in the box where your block belongs, the line technician should also check the port on the splitter in the Locbox because it may be defective.
  • #16 19873354
    Herme55
    Level 4  
    Posts: 12
    Rate: 2
    Board Language: polish
    @KOCUREK1970

    To tell the truth, at this stage, if something at UPC is not done efficiently (by the end of the month), I will be forced to go to Orange. I currently have a month's notice period, so I have this option.

    In February, I will be able to withstand it, because I will be working away from home, but in March I will need an extremely stable connection. One such reboot per day is a disaster for me when it comes to several hours of live video streaming. :(

    I'm adding a screenshot from the ~6h ping summary as part of the archive. :)

    UPC Internet Connection Issues: Lost Connection & Router Reboot with Connect Box Modem
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Topic summary

✨ The discussion revolves around intermittent internet connection issues experienced by a user with UPC after moving to a new location. The user reports losing internet connectivity for 1-2 minutes, which disrupts work, particularly live streaming. The modem in use is a Connect Box, which was replaced a year ago due to similar problems. Responses from other users suggest checking the modem's signal levels, particularly upstream T3 errors, and recommend a technician visit to adjust the signal. After a technician's visit, the power supply was replaced, and initial improvements were noted, but connection issues persisted. Users advised running ping tests to diagnose the problem further and suggested potential issues with the cable installation or modem itself. The user expressed frustration and mentioned considering switching to another provider if the issues are not resolved.
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FAQ

TL;DR: On UPC Connect Box dropouts, upstream near 50 dBmV destabilizes service; "almost 50 dBmV is the working limit." Capture T3/T4 errors, run three pings, and push UPC to regulate signal and check return‑path cabling. [Elektroda, KOCUREK1970, post #19861152]

Why it matters: For UPC Connect Box users—especially live streamers—this FAQ shows how to read signals, isolate faults, and get the fix.

Quick Facts

How do I fix UPC Connect Box internet drops that last 1–2 minutes?

Treat it as a return‑path impairment. Ask UPC to regulate upstream levels and check the node. The symptom set includes T3 spikes and even a lost downstream channel. Gather logs and screenshots right after a drop. Escalate for a technician visit focused on the upstream path and plant. This is not a Wi‑Fi problem. It requires alignment and possible hardware or splitter corrections in the path. Keep a record of each incident for support. [Elektroda, KOCUREK1970, post #19862297]

What do T3 and T4 timeouts in the Connect Box logs mean?

They indicate the modem is losing maintenance communication with the CMTS, usually on the return path. T3 shows missed ranging responses. T4 shows prolonged loss of maintenance opportunities. Both cause short dropouts and re‑registration. The fix involves upstream signal regulation and cabling checks, not DNS or Wi‑Fi tweaks. Capture these events from the log to guide the technician. "T3 suggests some problem in the return path." [Elektroda, KOCUREK1970, post #19860325]

What upstream, downstream, and SNR values should I aim for?

Targets: Downstream −7 to +7 dBmV; Upstream +35 to +49 dBmV; 256‑QAM SNR above 33 dB. Levels outside these ranges increase error rates and timeouts. Watch upstream especially during issues. Expert note: "almost 50 dBmV is the working limit of a cable modem." If you see upstream pushing that boundary, ask for signal regulation. Keep screenshots over time to show drift. [Elektroda, KOCUREK1970, post #19861152]

Why did my modem drop a downstream channel during the outage?

Impairment degraded bonding, so one downstream channel disappeared. Expect at least four DS channels; three indicates trouble. The same window showed T3 spikes, confirming a plant or return‑path issue. This behavior points to signal misalignment rather than a local PC or Wi‑Fi fault. Request technician signal tuning and verification of cabling and splitters feeding your modem. [Elektroda, KOCUREK1970, post #19862297]

What should the UPC technician check or replace first?

Ask for a methodical path: replace the modem if needed, inspect every splitter and F‑connector, and verify in‑apartment coax. If unresolved, replace the Locbox‑to‑apartment drop. Then escalate to line service to check the Locbox port and optical node. Edge case: a defective splitter or loose F‑plug can cause return‑path noise and T3/T4 storms. [Elektroda, KOCUREK1970, post #19873234]

Should I disable the Connect Box firewall when diagnosing drops?

Yes, temporarily. It removes a local variable while you capture logs and pings during a fault. Re‑enable it after testing. Disabling the firewall will not fix a return‑path or plant issue, but it clarifies that the root cause is outside your LAN. Note the firmware version and uptime for support. [Elektroda, KOCUREK1970, post #19860325]

How can I collect convincing evidence before filing a complaint?

Keep event logs showing T3/T4, note timestamps, and capture signal pages before and after a drop. Add continuous ping outputs. Then submit a written complaint with screenshots and measurements. Request technician work on upstream regulation and cabling. Evidence of repeated outages accelerates escalation to line service. [Elektroda, KOCUREK1970, post #19873234]

How do I run the three‑ping test to isolate the fault?

Run three terminals simultaneously:
  1. ping -t 8.8.8.8 (tests raw reachability)
  2. ping -t google.com (tests DNS + reachability)
  3. ping -t 192.168.0.1 (tests modem/router response) If 3 fails, the modem path is at fault. If 1 and 2 fail but 3 is fine, the WAN is down. If only 2 fails, it’s DNS. Save outputs around the drop to show UPC. [Elektroda, KOCUREK1970, post #19868568]

The tech swapped the power supply and signals improved. Does that make sense?

Lower attenuation reduces T3 events because the modem maintains CMTS lock more easily. After the visit, attenuation decreased, and T3 stopped for a time. Technicians also verify your modem’s view from their installer portal, not just your screenshots. Continued issues mean more plant or cabling work is needed. [Elektroda, KOCUREK1970, post #19866311]

Are TR‑069 start/stop and 'Illegal - Dropped FORWARD packet' entries my problem?

Those entries are incidental to management and filtering. The actionable indicators are T3/T4 spikes and loss of a downstream channel. That pairing shows a signal and return‑path fault, not a firewall‑log issue. Focus your case on those impairments and ask for upstream regulation. [Elektroda, KOCUREK1970, post #19862297]

What if drops persist several times a day after a visit?

Report every incident and include logs. Ask for escalation to line service for node and Locbox checks. Submit a written complaint to formalize the case. Persistence is key when the root cause lies outside your apartment. Keep technician notes and ticket numbers. [Elektroda, KOCUREK1970, post #19868531]

Why does the internet stall without a full reboot of the modem?

The modem can lose CMTS lock briefly, then re‑range and re‑register without rebooting. Your logs show registration messages around faults. That behavior creates a short "silted" period where traffic is impaired. Capture those timestamps and the event log for support. [Elektroda, Herme55, post #19860272]

When should I consider changing provider for reliability?

If UPC does not resolve the fault within your timeline and you rely on stable uplink, consider switching. One user planned to move to Orange after the notice period due to repeated daily resets impacting live streaming. Prioritize stability for critical work. [Elektroda, Herme55, post #19873354]
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