UPC ConnectBox - spontaneous restarts, unstable Internet, link parameters, bridge/router mode

Name: UPC ConnectBox - spontaneous restarts, unstable Internet, link parameters, bridge/router mode
Uploaded: 2023-05-24T19:09:52+02:00
Description: Hi, I have been fighting UPC with unstable Internet since the beginning of May. The router can restart several times a day - often every hour, but sometimes every few hours but at the same intervals. Regardless of whether it works in Bridge or Router mode. There are slightly better logs on MT...

Question

Hi, I have been fighting UPC with unstable Internet since the beginning of May. The router can restart several times a day - often every hour, but sometimes every few hours but at the same intervals. Regardless of whether it works in Bridge or Router mode. There are slightly better logs on MT...

KOCUREK1970 · Accepted Answer

DOCSIS as a technology has the advantage that the signal depends on the weather, air humidity and temperature. Your signal is almost on the verge of breaking the CB link with CMTS, hence the restarts - it`s not exactly the limit yet, but when the signal breaks down due to weather conditions, the modem has no way to compensate for it. Of course, it is not the case that if the signal breaks, the modem will immediately restart - the modem waits and from time to time asks CMTS like hello, how are you and if there is no connection to CMTS during this period , the modem restarts to search the UD/DS channels again and try to tune in to what is currently available. Now the question is what the error is - there are several possibilities: - damaged modem, - something with the signal itself, - something with a coaxial cable from the locbox to your apartment, - something in the cable installation in your apartment, - damaged splitters that divide the signal into a modem and, for example, a cable decoder... And now the best thing, it is impossible to easily diagnose the problem - because everything that may be at fault should be replaced and monitored to see if there is any improvement. Unfortunately, no service technician has time for observation. If they are going to replace something, don`t count on them replacing it all at once. No one will agree to this, because the culprit may be a piece of crap worth PLN 20, and the cost of replacing everything may be several hundred PLN, so everything will be done in small steps. Call UPC and report the problem, because you can`t do anything about it yourself. And if this does not help, submit a written complaint (if you decide to do so, I will tell you what such a complaint should contain) and send it by REGISTERED LETTER to the UPC address. And my additional questions: - describe how your cable installation was done, - where and how the coaxial cable goes, - are there any splitters and what are their names, - is the signal divided somehow? - did you modify the installation yourself/add something/extend the cables, etc

VooVoo · Accepted Answer

DS signal to improve (up) and check why there are so many errors that the modem is trying to correct Without a technician with a meter who should check it, starting from the premises, ending with the receiver, if necessary.

KOCUREK1970 · Accepted Answer

So the modem used to be there? Who added this next cable there? What software do you have on your modem (firmware)? And here is some additional information - the DOCSIS signal is calibrated/set by the technician, depending on what is currently available. So it is normal that if we add at least 5 m of cable and the signal on the original cable was already bad, then after adding another one it may deteriorate so much that the modem will not synchronize with CMTS at all, or it will work at the limit, balancing, increasing its reception power. /broadcast. And this modem operation will continue until the modem is no longer able to hold the link with CMTS. Exactly. The CB software itself is also somewhat to blame here - earlier versions did not report any errors at all :D The optimal level would be 0 dBmV everywhere, so the modem would have the full balance range in case of any problems and would have power reserve. Because the poorer the signal, the more the modem works with transmit/receive power, but this also causes (the worse signal) the modem reports more errors.

KOCUREK1970 · Accepted Answer

So turn off wifi on CB altogether. It is also worth turning off IPv6 on the CB, as well as WiFree (not to be confused with Wi-Fi). There is no point in calling, because such intervention will do you no good. Only written complaint.

jimasek · Answer

@KOCUREK1970 topic for you. Greetings to my friend @Bródka

Bródka · Answer

Best regards too

KOCUREK1970 · Answer

BNC plug? It should be a compression F plug. Could I ask you to insert a window from the modem router (printscreen)? Upstream - from 40 to 50 dBmV Downstream - from -8 to +10 dBmV SNR Upstream - 21 / 27 dB depending on modulation (QAM16 / QAM64) SNR Downstream - above 31 dB 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

Bródka · Answer

Yes exactly Of course Below is a link directly to the file because the electrode probably compresses these files very strongly and they are not readable I will add that since yesterday evening it has calmed down, but earlier it could be ok for a day and then come back again

Bródka · Answer

As I wrote, the technician replaced the modem and the connector on the staircase where the box used to be - now they are every few floors and he is doing something in the box, I don`t know what, I wasn`t with him. The measurements say they are good.
I haven`t changed anything in the wiring in the apartment, there is no splitter - the TV is broadcast over the Internet
The cable itself goes from the staircase to the hall and the room, maybe 15 meters of cable in total, the cable runs on the wall, everything is visible and it is old because it was installed about 15 years ago. I will add that I noticed a connector behind the furniture - the terminals themselves are made of clamps and are held in place because the previous ones he replaced just had to be pulled and the cable itself came out.

I`ll come back in the evening and check if there were any restarts and let you know

Bródka · Answer

Yesterday at 11 p.m. there was a restart, this morning after 9 a.m. and at 4 p.m. The logs from the modem are only from today - I see restarts on the MT side - over the weekend ConnectBox works in router mode to be sure that my router is not breaking the session as the technician claimed. UPC

Logs from the modem:

21-05-2023 19:53:10	notice	GUI Login Status - Login Sucess from LAN interface; client ip=[192.168.0.94];CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 19:38:24	notice	Illegal - Dropped INPUT packet: SRC=142.250.203.138 MAC=2C:57:41:E7:78:19;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 19:38:14	notice	GUI Login Status - Login Sucess from LAN interface; client ip=[192.168.0.94];CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 19:38:03	notice	GUI Login Status - Login Fail from LAN interface; client ip=[192.168.0.94];CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 19:23:25	warning	[38:43:7D:9B:3A:28][DFS] Radar signal detected, DFS sequence applied, channel changed from 64 to 36
21-05-2023 16:27:58	notice	TR069 start;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 16:27:15	notice	Illegal - Dropped INPUT packet: SRC=78.11.196.202 MAC=2C:57:41:E7:78:19;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 16:26:35	notice	REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 16:26:25	notice	Illegal - Dropped FORWARD packet: SRC=192.168.0.94 MAC=C4:AD:34:BF:37:4C;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 16:26:10	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 01:01:23	notice	Cable Modem Reboot - due to power reset;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 16:15:17	notice	Illegal - Dropped INPUT packet: SRC=216.58.209.14 MAC=2C:57:41:E7:78:19;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 10:09:17	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 10:09:10	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 10:08:10	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 10:07:51	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 10:06:51	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 10:06:31	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 10:05:31	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 10:05:11	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;
21-05-2023 10:04:11	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:43:7d:a2:5d:38;CMTS-MAC=2c:57:41:e7:7a:b3;CM-QOS=1.1;CM-VER=3.0;

KOCUREK1970 wrote:
So the modem used to be there?

It never was, the modem is always in the same place. I didn`t know about the connector, it was given to me by a technician years ago when installing the cable because no one lived there except me and they pulled the cable in my apartment for me during the first installation in the days of analog cable, and I didn`t bother with it myself because I don`t even have the crimping equipment.

KOCUREK1970 wrote:
What software do you have on your modem (firmware)?

Compliance with standards: DOCSIS 3.0
Hardware version: 5.01
Software version: CH7465LG-NCIP-6.15.31p1-NOSH

KOCUREK1970 · Answer

@Bródka The logs contain information that WiFi has detected DFS channels and additionally radars. What channel is your 5GHz WiFi set on in CB?

Bródka · Answer

Yes, I see, smart wifi and automatic channels were set, I changed it to 36 but I don`t use wifi on it, I have mine from Mikrotik, now there are these errors because it works in router mode, and since I live in an apartment block, there are a lot of networks here
So do you think you should call UPC again?

Bródka · Answer

Done I turned it off for good morning I will do the same - as you wrote earlier, please tell me what and how to write to them

KOCUREK1970 · Answer

Complaint about telecommunications services: Complaint in writing, including all evidence of problems. In the complaint, describe exactly what we are demanding, how much money should be given as compensation from the date of the complaint until the defect is permanently removed, and how much money should be given for the subscription when the service did not work properly. The rate for compensation and reduced wages is 1/30 for each day of the problem, calculated separately. The abo relief and compensation are then calculated jointly as 2/30. Indicate that the response must also be in writing. The response should be provided within 30 days from the date of submission. The deadline of 30 days for the operator`s response to a complaint is counted from the day following the date of submission of the complaint. If the complaint is not considered within this period, it is presumed that it has been accepted (Article 106(2) of the Telecommunications Law). If the response to a complaint is negative or unsatisfactory, the subscriber may apply to the Office of Electronic Communications for intervention or to conduct out-of-court proceedings to resolve consumer disputes (ADR proceedings). A Consumer Ombudsman may also be helpful.

WojtasJD · Answer

Specialists - I have this Compal, I run the speedtest.net test and during this time I unplug the F plug for a moment, the speed test is obviously an error and the turtle starts blinking its LEDs and after a few minutes there is access to the network again.

According to what you write, should it be restarted or not?

KOCUREK1970 wrote:
So turn off wifi on CB altogether.

It is also worth turning off IPv6 on the CB, as well as WiFree (not to be confused with Wi-Fi).

Maybe you should pet it and cover it with foil, because some fly will land on it and it will reboot?

A few years ago I had such an interesting problem that on another computer, after running Linux and then the browser and starting to browse the Internet, Compal restarted. Under W7 - this never happened.
After some time the problem disappeared, I had suspicions about r8169 (the kernel module that deals with the Ethernet card).

And now this thread...

After some digging, I came up with:
https://superuser.com/questions/1462424/router-restarts-after-big-git-push-or-big-file-upload
https://hitco.at/blog/magenta-connect-box-rebootet (here the man did a great analysis, translate the page and repeat the steps)

It says that the problem was solved by the version:
CH7465LG-NCIP-6.15.32p2TM-GA-NOSH

We have:
CH7465LG-NCIP-6.15.31p1-NOSH (https://forum.mediaswiat.pl/viewtopic.php?t=9310&postdays=0&postorder=asc&start=2055)

Today I tested a bit - it is possible to disable this modem-router to restart it, supposedly because of:
Cable Modem Reboot - due to power reset;CM-MAC=ac:22:05:**:**:**;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1; CM-VER=3.0;

Everything is shown in the video (a bit long but that`s because of the turtle`s restart time) - a computer with openSUSE 15.4 + KDE Plasma 5.24.4 connected via Ethernet to CM, on the left side of the emulator. kitty terminal in which I run the translated script from https://hitco.at/blog/magenta-connect-box-rebootet compal...7z Download (599 bytes)Points: 0.5 for user

On the right, a window with emulation. terminal and working: ping 8.8.8.8
Sometimes it is enough to alternate the script and speedtest, in this case CM crashed after running two scripts in parallel.

[2023-05-24 15-57-23.mp4 - 15.8 MiB]

KOCUREK1970 · Answer

There should already be a version: CH7465LG-NCIP-6.15.32p3-NOSH And don`t rely on information from the Internet. Please remember that this is a modem router from 2015, it had and still has its hardware problems - there are no new ones, everything has been refurbished. Perhaps, but this does not apply to Poland! The version mentioned above should solve this problem.

Bródka · Answer

Finally, the technician came for the third time, replaced the connector which was about 4 meters from the router, replaced the connect box again and the problem with disconnecting the connection disappeared. Thank you all for your help. Regards

[Solved] UPC ConnectBox - spontaneous restarts, unstable Internet, link parameters, bridge/router mode

Post #1

Post #2

Post #3

Post #4

Post #5

Post #6

Post #7

Post #8

Post #9

Post #10

Post #11

Post #12

Post #13

Post #14

Post #15

Post #16

Post #17

Post #18

Topic summary