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

Question

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...

KOCUREK1970 · Accepted Answer

@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

KOCUREK1970 · Accepted Answer

@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.

KOCUREK1970 · Answer

@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?

Herme55 · Answer

@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

Herme55 · Answer

For posterity, I leave screenshots of the return channels in normal and just after the internet went down (and before restarting the entire connection).

KOCUREK1970 · Answer

@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.

Herme55 · Answer

@KOCUREK1970 Tomorrow the technician visits, so I'll let you know what he did there.

Herme55 · Answer

@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?

KOCUREK1970 · Answer

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. 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.

Herme55 · Answer

Today it disconnected for the first time.

KOCUREK1970 · Answer

@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.

Herme55 · Answer

@KOCUREK1970 I will if there is no response. Now the connection crashes every now and then.

KOCUREK1970 · Answer

@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).

Herme55 · Answer

@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.

Herme55 · Answer

@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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