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LSky
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Frequent disconnections

This has been going on for about a month and a half, I have spoken with customer support 3 times which led them to them getting me to reset the hub and send me a new ethernet cable. Today I called and the guy basically said he could not help me, pretty bad.

Anyway.. this has led me here in a desperate effort for someone to actually take a look into the issue.

My BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2b208e7d3c5fb0013b7acf38dcc6df4daf...

 

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LSky
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Re: Frequent disconnections

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

133075000010.338256 qam25
22667500001138256 qam17
32747500001038256 qam18
428275000010.638256 qam19
529075000010.638256 qam20
629875000010.638256 qam21
730675000010.638256 qam22
83147500001038256 qam23
932275000010.538256 qam24
103707500001038256 qam26
1137875000010.538256 qam27
123867500009.938256 qam28
133947500001038256 qam29
144027500009.538256 qam30
154107500009.338256 qam31
164187500009.438256 qam32
174267500009.338256 qam33
184347500008.938256 qam34
194427500008.138256 qam35
204507500007.538256 qam36
214587500007.638256 qam37
224667500007.538256 qam38
234747500007.138256 qam39
24482750000738256 qam40



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.91491099
2Locked38.61691184
3Locked38.61481544
4Locked38.91571419
5Locked38.61311470
6Locked38.91371323
7Locked38.91731377
8Locked38.61411496
9Locked38.9961837
10Locked38.91081600
11Locked38.61171515
12Locked38.91171683
13Locked38.61311392
14Locked38.91251470
15Locked38.91471560
16Locked38.61281421
17Locked38.91181449
18Locked38.91281552
19Locked38.91101593
20Locked38.61011426
21Locked38.9961355
22Locked38.91091454
23Locked38.91221430
24Locked38.6882275

 

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Re: Frequent disconnections

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

12580002946.3512064 qam11
23940000047512064 qam4
34620000046.8512064 qam3
43260000045.8512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

18/04/2021 18:27:55noticeLAN login Success;CM-MAC=Hidden;CMTS-MAC=Hidden :bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:25:16Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 18:25:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 17:48:12Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden8:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 17:48:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 17:41:18Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 17:41:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:48:34Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:48:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:48:34Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 15:59:10noticeLAN login Success;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 15:58:40Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 15:52:48Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 15:52:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 15:41:5Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 15:41:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 15:40:55Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 15:40:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 15:40:50Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;

 

Please help,

Thanks

Carl

PS, I have the computer connected straight to the hub via an Ethernet cable, the only other device i have is my phone which is connected via the hubs wifi. When the net goes down it effects both the phone and computer.

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Andrew-G
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Message 4 of 17
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Re: Frequent disconnections

Downstream power is too high on many channels, and the range of power levels too great, which seems a probable cause of the disconnects, high error count and network log of horrors.  I've flagged this for forum staff to comment - they can book a technician for you unless it's an area problem that's already under investigation.

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 5 of 17
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Re: Frequent disconnections

Thank you

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Zak_M
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Message 6 of 17
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Re: Frequent disconnections

Good morning @LSky 

 

Welcome to the forums and thank you for taking the time to post. 

 

Sorry to hear that you have had some issues with your broadband services,  having taken a look over things

 

I can confirm there seems to be an issue with your downstream power levels, I have taken this opportunity to book an engineer to come and review the issues, you are able to find the time and date via your online account. 

 

Kind regards,

Zak_M

LSky
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Message 7 of 17
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Re: Frequent disconnections

The engineer came, nice guy and he reduced the power levels, but unfortunately my connection still keeps dropping:

 

BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f50d2d397c38ba5c494ad574661fe0fad4aa6d16-23-04-2021

 

Network Log

Time Priority Description

23/04/2021 15:03:42noticeLAN login Success;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:27:45Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 14:27:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 13:28:41Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 13:28:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 08:19:44Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 08:19:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:54:45Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:54:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:54:37Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:54:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:52:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:45:51Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:45:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:44:57ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=HiddenCMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:44:25Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:44:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:44:23Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:44:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 07:37:29Warning!RCS Partial Service;CM-MAC=Hidden;CMTS-MAC=Hidden:bb;CM-QOS=1.1;CM-VER=3.0;

 

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LSky
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Message 8 of 17
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Re: Frequent disconnections

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13307500004.338256 qam25
22667500004.537256 qam17
32747500004.437256 qam18
42827500004.537256 qam19
52907500004.537256 qam20
62987500004.537256 qam21
73067500004.538256 qam22
83147500004.338256 qam23
9322750000437256 qam24
103707500004.138256 qam26
113787500004.137256 qam27
123867500003.738256 qam28
133947500003.738256 qam29
144027500003.538256 qam30
154107500003.437256 qam31
16418750000338256 qam32
174267500002.938256 qam33
184347500002.738256 qam34
194427500002.238256 qam35
204507500001.537256 qam36
214587500001.237256 qam37
224667500001.237256 qam38
23474750000137256 qam39
24482750000137256 qam40



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.614939135148
2Locked37.612034025324
3Locked37.611975675461
4Locked37.611381126333
5Locked37.311259526709
6Locked37.612520336412
7Locked38.610798335858
8Locked38.610496855851
9Locked37.310508356165
10Locked38.68473545653
11Locked37.69497036274
12Locked38.99618405636
13Locked38.99701245524
14Locked38.610172305388
15Locked37.611636125088
16Locked38.610128535824
17Locked38.910139965308
18Locked38.610107785018
19Locked38.610660735476
20Locked37.612693335761
21Locked37.312130344989
22Locked37.311482265310
23Locked37.611038865498
24Locked37.611015965420
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LSky
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Re: Frequent disconnections

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

12580000948.3512064 qam11
23260000049.3512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
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Gareth_L
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Message 10 of 17
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Re: Frequent disconnections

Hello LSky

Sorry to hear this is still happening 

Can you please set up a BQM please and let us know how things are over the weekend 

Gareth_L