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Internet with Horizon

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Unstable upstream connection - unacceptable for a professional ISP

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 22:13:07 notice Illegal - 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 22:12:28 critical No 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 22:12:23 notice Illegal - 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 22:11:37 critical No 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 22:11:37 notice Illegal - 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 22:11:36 critical No 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 22:11:28 notice Illegal - 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 22:10:54 critical No 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 22:10:53 notice Illegal - 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 22:10:04 notice REGISTRATION 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 22:10:04 critical No 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 22:10:00 notice TLV-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 22:10:00 notice GUI 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 22:09:53 warning MIMO 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 00:02:59 notice Illegal - 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 00:01:20 notice Cable 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 22:04:48 critical No 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 22:04:48 notice Illegal - 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 22:03:44 notice Port 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 22:03:26 critical No 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;
5 REPLIES 5
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Community Manager
4915 1316 381

Re: Unstable upstream connection - unacceptable for a professional ISP

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

 

Greetings

Daniele


Member of @UPC_Team
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Re: Unstable upstream connection - unacceptable for a professional ISP

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

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New Member
1 0 0

Re: Unstable upstream connection - unacceptable for a professional ISP

I got the same issue. Any clue?
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Community Manager
4915 1316 381

Re: Unstable upstream connection - unacceptable for a professional ISP

@Ciaccariello , Welcome to the community!

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

 

Greetings

Daniele


Member of @UPC_Team
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7 4 0

Re: Unstable upstream connection - unacceptable for a professional ISP

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?