Gaming Lag, disconnects etc. Also video streaming effected

[hcet79]

First off our issue has been going on a long while. Had a new router but that didn't seem to fix the issues. The problems occur both via WiFi and wired connections - at any time of day, even 3 in the morning! The main issue is servery laggy gaming and buffering video streams. 

Router stats below:

Downstream bonded channels

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

1	202750000	7.4	40	256 qa	9
2	138750000	7.1	38	256 qa	1
3	146750000	7.3	40	256 qa	2
4	154750000	7.3	38	256 qa	3
5	162750000	7.3	40	256 qa	4
6	170750000	7.1	40	256 qa	5
7	178750000	7.1	40	256 qa	6
8	186750000	7.4	40	256 qa	7
9	194750000	7.3	40	256 qa	8
10	210750000	7.6	40	256 qa	10
11	218750000	7.8	40	256 qa	11
12	226750000	8	40	256 qa	12
13	234750000	8	40	256 qa	13
14	242750000	7.8	40	256 qa	14
15	250750000	8	40	256 qa	15
16	258750000	8.1	40	256 qa	16
17	266750000	8.1	40	256 qa	17
18	274750000	8	40	256 qa	18
19	282750000	8	40	256 qa	19
20	290750000	8.1	40	256 qa	20
21	298750000	8.5	40	256 qa	21
22	306750000	8.5	40	256 qa	22
23	314750000	8.3	40	256 qa	23
24	322750000	8.1	40	256 qa	24

Downstream bonded channels

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

1	Locked	40.3	41	542
2	Locked	38.9	34	527
3	Locked	40.3	22	1475
4	Locked	38.9	21	1673
5	Locked	40.3	43	1578
6	Locked	40.3	34	1621
7	Locked	40.3	53	1411
8	Locked	40.3	42	1521
9	Locked	40.3	53	1504
10	Locked	40.3	35	1523
11	Locked	40.3	24	1613
12	Locked	40.3	22	1602
13	Locked	40.3	20	1578
14	Locked	40.3	20	1531
15	Locked	40.3	18	1546
16	Locked	40.3	25	1539
17	Locked	40.3	23	1554
18	Locked	40.3	22	1440
19	Locked	40.3	28	1476
20	Locked	40.3	22	1572
21	Locked	40.3	41	1510
22	Locked	40.9	33	1537
23	Locked	40.3	40	1465
24	Locked	40.3	44	1534

  Network Log

Time Priority Description

17/10/2021 11:35:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 05:35:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2021 00:05:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2021 19:58:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2021 07:27:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2021 07:27:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 23:14:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 23:14:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 18:00:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 18:00:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 13:27:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 13:27:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 07:10:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 07:10:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 01:18:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 01:18:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 23:33:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 23:33:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 22:47:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 20:22:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Any help would be appreciated as we are at the end of our patience!

[Andrew-G]

Can you post the Upstream data, that you'll find in the same place as the Network log and Downstream that you've already posted?

[Paulina_Z · Accepted solution]

Hi @hcet79,

Welcome back to our Community Forums. Thank you for your post, and I'm sorry to hear that you're experiencing so many ongoing issues with your connection! I'm happy to look into this for you and help.

I was able to locate your account and after running some checks, I can see that you've got some ongoing downstream power level issues! This could be responsible for impacting your connection. However, as we're unable to resolve this issue remotely, I'll be more than happy to send out a technician to your property to look into this further.

Before I can arrange the appointment, I will send you a Private Message for you to confirm some details. Please keep an eye out for a purple envelope at the top right corner.

I will be in touch soon.

Thank you! 🙂

[hcet79]

Thanks for the reply. Hope this helps.

Upstream bonded channels

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

1	32599980	39.8	5120	64 qam	5
2	53700000	40	5120	64 qam	2
3	39400000	40.3	5120	64 qam	4
4	46200000	40.3	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[hcet79]

Thank you, PM sent.

[Paulina_Z]

Hi @hcet79,

Thank you for coming back to me with your details via Private Message. I have been able to book in an appointment for you for the soonest available date and confirmed the details via PM.

Please keep us updated on how your appointment goes and if you need any further help or assistance going forward. We're more than happy to help. 🙂

Thank you,

[hcet79]

We had an engineer come out who replaced some cable and removed a splitter we didnt need. All seemed to be well for a week or so which was great but then some thing is happening! 

Some log info below if its any help?

Downstream bonded channels

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

1	202750000	4.5	40	256 qam	9
2	210750000	4.9	40	256 qam	10
3	218750000	5	40	256 qam	11
4	226750000	5.1	38	256 qam	12
5	234750000	5.4	40	256 qam	13
6	242750000	5	40	256 qam	14
7	250750000	5.5	40	256 qam	15
8	258750000	5.5	40	256 qam	16
9	266750000	5.8	40	256 qam	17
10	274750000	5.1	40	256 qam	18
11	282750000	5.5	40	256 qam	19
12	290750000	5.6	40	256 qam	20
13	298750000	6	40	256 qam	21
14	306750000	6.3	40	256 qam	22
15	314750000	6	40	256 qam	23
16	322750000	6.1	40	256 qam	24
17	330750000	5.5	40	256 qam	25
18	370750000	5.9	40	256 qam	26
19	378750000	6.5	40	256 qam	27
20	386750000	5.9	40	256 qam	28
21	394750000	6.3	40	256 qam	29
22	402750000	6.5	40	256 qam	30
23	410750000	6.5	40	256 qam	31
24	418750000	6.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	138	152
2	Locked	40.3	144	128
3	Locked	40.9	244	129
4	Locked	38.9	219	123
5	Locked	40.9	82	138
6	Locked	40.3	79	119
7	Locked	40.3	81	193
8	Locked	40.3	75	249
9	Locked	40.3	77	151
10	Locked	40.9	73	171
11	Locked	40.3	71	239
12	Locked	40.3	65	322
13	Locked	40.3	82	166
14	Locked	40.3	75	122
15	Locked	40.9	76	169
16	Locked	40.3	60	113
17	Locked	40.3	75	145
18	Locked	40.9	85	79
19	Locked	40.9	69	94
20	Locked	40.3	91	77
21	Locked	40.3	59	116
22	Locked	40.3	103	59
23	Locked	40.3	102	51
24	Locked	40.3	125	42

[Martin_N]

Hi hcet79,

Thank you for your post. I'm very sorry to hear about the issue you're having.

I have been able to locate your account and checked your levels and everything looks to be okay. 

Can you confirm if you're continuing to have issues with your service?

^Martin