Forum Discussion
Intermittent System Outage, Little help from customer support. All out of ideas!
(HT1100) For a few weeks now I have been periodically losing service, and it seems to be becoming more frequent as time goes on. At this point in time I am dropping connection about once every 15 mi...
Hi Matt,
Thank you again for your patience. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Monday, May 1, 2017 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #103748888 if you need to reschedule. Please let us know how the site visit goes.
Grabbed this from the event log in case it could help. This is what is being produced when the connection goes down, and it's pretty well the same every time.
| 04/16/2017 03:08:34 | 23018 | 4 | 1 | PBP connection 3 restarted/down. No peer reply. CBID 2 Idle Timeout |
| 04/16/2017 03:08:39 | 101 | 2 | 1 | System StateCode DOWN | Started at 04/16/2017 03:08:34 | Current State Code is 23.1.4 | SQF=111 Symcod=10 |
| 04/16/2017 03:08:54 | 23018 | 4 | 1 | PBP connection 2 restarted/down. No peer reply. CBID 1 Idle Timeout |
| 04/16/2017 03:08:59 | 23017 | 4 | 1 | PBP connection 1 restarted/down. RST Rxed. CBID 0 Received RST |
| 04/16/2017 03:09:03 | 21102 | 2 | 1 | ASSOC: Terminal Dis-Associated Reason=IPGW 'ALB23HNSIGW63G001Adv' not reachable - missed keep alive messages |
| 04/16/2017 03:09:04 | 23021 | 4 | 1 | PBP Backbone 3 Retry count: 5 |
| 04/16/2017 03:09:09 | 23005 | 4 | 1 | PEP: Backbone 1 deleted. |
| 04/16/2017 03:09:14 | 23005 | 4 | 1 | PEP: Backbone 2 deleted. |
| 04/16/2017 03:09:19 | 21101 | 2 | 1 | ASSOC: Terminal Associated with IPGW ALB23HNSIGW63D002Adv |
| 04/16/2017 03:09:19 | 25103 | 3 | 1 | Config change detected for ipv6_lan_parms[CFM_LAN_TYPE_MEDIA]|lan_info|wan_net_info| |
| 04/16/2017 03:09:19 | 23005 | 4 | 1 | PEP: Backbone 3 deleted. |
| 04/16/2017 03:09:24 | 23005 | 4 | 1 | PEP: Backbone 4 deleted. |
| 04/16/2017 03:09:29 | 23005 | 4 | 1 | PEP: Backbone 5 deleted. |
| 04/16/2017 03:09:34 | 23003 | 4 | 2 | PEP: Parameter update due to Reassociation |
| 04/16/2017 03:09:39 | 23015 | 4 | 1 | PBP connection 3 open/up. |
| 04/16/2017 03:09:40 | 102 | 2 | 1 | System StateCode UP | Recovered at 04/16/2017 03:09:34 | Outage Time 000:00:01:00 | Last State Code was 13.1.1 | SQF=110 Symcod=10 |
| 04/16/2017 03:09:44 | 23015 | 4 | 1 | PBP connection 4 open/up. |
| 04/16/2017 03:09:49 | 23015 | 4 | 1 | PBP connection 2 open/up. |
| 04/16/2017 03:09:54 | 23015 | 4 | 1 | PBP connection 1 open/up. |
| 04/16/2017 03:09:59 | 23015 | 4 | 1 | PBP connection 5 open/up. |
Hi Matt,
Thank you so much for this wealth of information, this certainly helps. The state codes you're listing are the usual codes that come up to indicate the different stages when the system is coming back online. I've run diagnostics to see if I can see why the internet keeps going down and there is something I'd like to investigate further so I can determine the next step. I'll keep you posted once I have any news to share.
Your cooperation, patience, and understanding are much appreciated.
Reading what those codes say I didn't think they would be the answer to the big question, but I usually find it best to give all the information I got.
Thanks for the reply, I'll be checking back to see what you come up with!
Hi Matt,
Thank you again for your patience. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Monday, May 1, 2017 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #103748888 if you need to reschedule. Please let us know how the site visit goes.
Is there any news on this? Over the past couple of days a new symptom has popped up where the LAN light on the modem also goes out, and I cannot access the SCC at that time.
Thanks.
