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wiredwrong8
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Still having random disconnections and very flaky service on broadband

Hiya

I had posted a while a go, but nobody helped. I see others are helped with the same issues, so I'm posting again with updated info and hoping I can be helped in the same way.

Modem Log

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)203000000211000000219000000227000000235000000243000000251000000259000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID910111213141516
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)7.637.567.487.778.308.108.388.76
RxMER (dB)37.6437.3637.3637.3637.9437.9437.9437.94
Pre RS Errors362427628691054331396326419
Post RS Errors435339315337316377318399

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID48N/AN/A47
Frequency (Hz)53700000N/AN/A45800000
Ranging StatusSuccessN/AN/ASuccess
Modulation16QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)46.25N/AN/A45.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1000
T4 Timeouts0000

Network Log

First TimeLast TimePriorityError NumberDescription
30/01/2017 12:11:11 GMT30/01/2017 12:11:11 GMTError (4)68010302DHCP WAN IP - x.x.x.x
30/01/2017 12:10:09 GMT30/01/2017 12:10:09 GMTError (4)68000407TOD established
30/01/2017 12:10:01 GMT30/01/2017 12:10:01 GMTCritical (3)82000200No Ranging Response received - T3 time-out
30/01/2017 12:09:56 GMT30/01/2017 12:09:56 GMTNotice (6)84000510Downstream Locked Successfully
30/01/2017 12:09:47 GMT30/01/2017 12:09:47 GMTError (4)84000600RCS Primary DS Failure
30/01/2017 12:09:46 GMT30/01/2017 12:09:46 GMTCritical (3)84000400SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
30/01/2017 12:09:43 GMT30/01/2017 12:09:43 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
30/01/2017 08:11:50 GMT30/01/2017 08:11:50 GMTError (4)68000407TOD established
30/01/2017 08:11:40 GMT30/01/2017 08:11:40 GMTNotice (6)84000510Downstream Locked Successfully
30/01/2017 08:11:25 GMT30/01/2017 08:11:25 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
30/01/2017 08:11:05 GMT30/01/2017 08:11:05 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
30/01/2017 08:11:03 GMT30/01/2017 08:11:03 GMTWarning (5)84020200Lost MDD Timeout
30/01/2017 08:11:03 GMT30/01/2017 08:11:03 GMTWarning (5)84020200Lost MDD Timeout
30/01/2017 08:11:03 GMT30/01/2017 08:11:03 GMTWarning (5)84020200Lost MDD Timeout
30/01/2017 08:11:03 GMT30/01/2017 08:11:03 GMTWarning (5)84020200Lost MDD Timeout
30/01/2017 08:11:03 GMT30/01/2017 08:11:03 GMTWarning (5)84020200Lost MDD Timeout
30/01/2017 08:11:02 GMT30/01/2017 08:11:02 GMTWarning (5)84020200Lost MDD Timeout
30/01/2017 08:11:02 GMT30/01/2017 08:11:02 GMTWarning (5)84020200Lost MDD Timeout
30/01/2017 08:11:02 GMT30/01/2017 08:11:02 GMTWarning (5)84020200Lost MDD Timeout

 

Tracert Test

Tracing route to star-mini.c10r.facebook.com [157.240.1.35]
over a maximum of 30 hops:

1 2 ms 1 ms 30 ms routerlogin.net [192.168.0.1]
2 * * * Request timed out.
3 33 ms 101 ms 101 ms aztw-core-2b-xe-113-0.network.virginmedia.net [62.252.231.209]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 102 ms 101 ms 204 ms nrth-bb-1c-ae0-0.network.virginmedia.net [62.254.42.134]
8 26 ms 19 ms 18 ms tcl3-ic-3-ae0-0.network.virginmedia.net [62.255.64.238]
9 17 ms 18 ms 19 ms m413-mp2.cvx3-a.ltn.dial.ntli.net [213.104.85.157]
10 20 ms 21 ms 34 ms po111.asw02.lhr6.tfbnw.net [157.240.33.122]
11 23 ms 22 ms 22 ms po241.psw01.lhr6.tfbnw.net [157.240.40.123]
12 18 ms 18 ms 30 ms 173.252.67.13
13 64 ms 101 ms 101 ms edge-star-mini-shv-01-lht6.facebook.com [157.240.1.35]

Trace complete.

Tracing route to www.google.com [216.58.210.36]
over a maximum of 30 hops:

1 * * * Request timed out.
2 * * * Request timed out.
3 19 ms 12 ms 11 ms aztw-core-2b-xe-113-0.network.virginmedia.net [62.252.231.209]
4 * * * Request timed out.
5 * * * Request timed out.
6 25 ms 23 ms 16 ms eislou2-ic-3-ae0-0.network.virginmedia.net [94.174.238.226]
7 15 ms 18 ms 27 ms m426-mp2.cvx3-a.ltn.dial.ntli.net [213.104.85.170]
8 16 ms 15 ms 17 ms 108.170.246.161
9 23 ms 25 ms 21 ms 108.170.232.105
10 88 ms 101 ms 101 ms lhr25s11-in-f4.1e100.net [216.58.210.36]

Trace complete.

Thinkbroadband Graph

bce0a765e6099f8006bc74b692847087-30-01-2017.png

Hope someone can help and many thanks.

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wiredwrong8
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Re: Still having random disconnections and very flaky service on broadband

Hiya.

Still hoping for a some help. Still having the same issues. Posting tracert logs...

Tracing route to star-mini.c10r.facebook.com [157.240.1.35]
over a maximum of 30 hops:

1 6 ms 3 ms 1 ms routerlogin.net [192.168.0.1]
2 * * * Request timed out.
3 13 ms 12 ms 14 ms aztw-core-2b-xe-113-0.network.virginmedia.net [62.252.231.209]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 16 ms 31 ms 15 ms nrth-bb-1c-ae0-0.network.virginmedia.net [62.254.42.134]
8 19 ms 18 ms 18 ms tcl3-ic-3-ae0-0.network.virginmedia.net [62.255.64.238]
9 20 ms 23 ms 19 ms m413-mp2.cvx3-a.ltn.dial.ntli.net [213.104.85.157]
10 18 ms 22 ms 39 ms po111.asw02.lhr6.tfbnw.net [157.240.33.122]
11 21 ms 41 ms 21 ms po241.psw01.lhr6.tfbnw.net [157.240.40.123]
12 22 ms 22 ms 21 ms 173.252.67.13
13 25 ms 22 ms 24 ms edge-star-mini-shv-01-lht6.facebook.com [157.240.1.35]

Trace complete.

Tracing route to www.google.co.uk [216.58.204.35]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms routerlogin.net [192.168.0.1]
2 * * * Request timed out.
3 18 ms 15 ms 12 ms aztw-core-2b-xe-113-0.network.virginmedia.net [62.252.231.209]
4 * * * Request timed out.
5 * * * Request timed out.
6 20 ms 26 ms 19 ms eislou2-ic-3-ae0-0.network.virginmedia.net [94.174.238.226]
7 17 ms 27 ms 30 ms m426-mp2.cvx3-a.ltn.dial.ntli.net [213.104.85.170]
8 18 ms 18 ms 19 ms 108.170.246.161
9 28 ms 37 ms 23 ms 108.170.238.119
10 19 ms 18 ms 18 ms lhr25s12-in-f3.1e100.net [216.58.204.35]

Trace complete.

Many thanks.

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wiredwrong8
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Re: Still having random disconnections and very flaky service on broadband

Anyone from the tech support team able to help, please?

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Re: Still having random disconnections and very flaky service on broadband

Hi wiredwrong8

Apologies for the late reply here. I'm sorry to hear of the slow/intermittent connection you have been experiencing. Thanks for posting your BQM graph and other info. I've run some checks on your connection and there are issues showing with your downstream power levels. We'll need an engineer to resolve this so I'll send you a PM to get a visit booked in.

Speak soon,

Ty


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