Broadband Connection dropouts SG1 Area

[tenaka30]

Hi,

I'm getting connection loss 2-3 times an evening on average causing issues playing online games.  The issue has been going on for about 6 weeks.

I run a continuous ping to bbc.co.uk most evenings and can see around 3-6 seconds of no connection out during the time of the issue.

[jbrennand]

See this...

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

[tenaka30]

Thanks for your advice.

Downstream bonded channels

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

1	139000000	4.4	40	256 qam	1
2	147000000	4.5	40	256 qam	2
3	155000000	4.5	40	256 qam	3
4	163000000	4.1	40	256 qam	4
5	171000000	4.3	40	256 qam	5
6	179000000	4.3	40	256 qam	6
7	187000000	4	40	256 qam	7
8	195000000	3.9	40	256 qam	8
9	203000000	3.7	40	256 qam	9
10	211000000	3.4	40	256 qam	10
11	219000000	3	40	256 qam	11
12	227000000	2.4	40	256 qam	12
13	235000000	2.2	40	256 qam	13
14	243000000	2.4	40	256 qam	14
15	251000000	2.5	40	256 qam	15
16	259000000	2.7	40	256 qam	16
17	267000000	3	40	256 qam	17
18	275000000	3.2	40	256 qam	18
19	283000000	3.4	40	256 qam	19
20	291000000	3.4	40	256 qam	20
21	299000000	3.5	40	256 qam	21
22	307000000	3.5	40	256 qam	22
23	315000000	3.7	40	256 qam	23
24	323000000	3.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	8075	3718
2	Locked	40.3	7058	2978
3	Locked	40.3	6980	2623
4	Locked	40.3	6304	2480
5	Locked	40.3	6330	2118
6	Locked	40.3	5033	1846
7	Locked	40.3	4314	2021
8	Locked	40.9	4295	2070
9	Locked	40.9	4711	1910
10	Locked	40.9	4780	2038
11	Locked	40.3	4760	1940
12	Locked	40.3	4677	1819
13	Locked	40.3	4365	1958
14	Locked	40.9	3806	2007
15	Locked	40.9	3561	1748
16	Locked	40.3	3093	1771
17	Locked	40.3	2732	1791
18	Locked	40.3	2312	1553
19	Locked	40.9	2125	1532
20	Locked	40.9	1900	1685
21	Locked	40.3	1778	1469
22	Locked	40.3	1427	1562
23	Locked	40.3	1229	1473
24	Locked	40.3	1149	1612

Upstream bonded channels

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

1

43100000

48.3

5120

64 qam

2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

9

0

Network Log

Time Priority Description

21/07/2023 11:59:4	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 11:27:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 08:50:1	Warning!	RCS Partial Service;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 08:49:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 07:35:29	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 01:34:11	Warning!	RCS Partial Service;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 01:34:11	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 01:34:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 01:16:53	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 00:32:21	Warning!	RCS Partial Service;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 00:32:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 00:32:21	Warning!	RCS Partial Service;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 00:30:51	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 00:26:26	Warning!	RCS Partial Service;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 00:20:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
20/07/2023 23:33:23	Warning!	RCS Partial Service;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
20/07/2023 23:28:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
20/07/2023 22:36:7	Warning!	RCS Partial Service;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
20/07/2023 21:20:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
20/07/2023 21:20:50	Warning!	RCS Partial Service;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

If you really only have one upstream channel (should be 4) then thats a real issue.

Try again after switching Hub off for 5 minutes and restarting.  If still only one channel, report back here and call it in as a faut

[tenaka30]

Power off for 5+ mins resulted in 5 channels;

Upstream bonded channels

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

1	43100000	47.8	5120	64 qam	2
2	49600000	48.3	5120	64 qam	1
3	23600000	47	5120	64 qam	5
4	30100000	47.3	5120	64 qam	4
5	36600000	47.5	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
5	ATDMA	0	0	0	0

I'll see how that performs for a day or two.

Am playing an online game regularly so notice drop outs as disconnections so should tell within that time if things have improved.

Thanks for the advice.

[tenaka30]

I had another period of disconnection early this morning, not long after midnight.

Checking the modem I can see I have dropped to single upstream again;

Upstream bonded channels

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

1

43100000

54.3

5120

64 qam

2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

7

0

During the time between the modem power down for more than 5 mins and then I had zero problems (although occasionally had someone tell me in chat that my voice went robotic at times but that could easily be the Playstation Network).

Edited: Updated image

[tenaka30]

Just had a 2-3 minute outtage during which I could not reach the modem via internal IP at all.  Was mid-game at the time, and then I wasn't....

Network Log

Time Priority Description

25/07/2023 17:04:0	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
25/07/2023 17:03:58	Warning!	RCS Partial Service;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
25/07/2023 17:03:45	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;
25/07/2023 16:38:0	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.0;

[Arissa_H]

Hi Tenaka30 👋🏼.

Thank you for posting. Welcoming you back onto the community forum 😊.

Sorry to see you are having issues with your dropping connection ☹.

So I can get a better understating of this, does the connection drop out only when you are playing games?

How is your connection now?

You can also click this link to see if there are any potential issues in the area that maybe causing the drop out of connection.

Please let us know how you get on.

Thank you. 

[jpeg1]

The connection is reverting to a single upstream channel with an excessive power level. This indicates a fault either in the Hub or in the local cabinet.  This needs a technician visit to find and correct the fault.

This has nothing to do with how the OP is using it. 

[tenaka30]

Hi Arissa,

I would only notice when I am playing games but using the think broadband tool I can see the issue occurs randomly throughout the day and night.

There was an issue around 05:00 this morning for example when I was asleep.  I was at work by 8 when there were other issues.

I started out by checking for issues in my area but each time I have checked there were not.

Thanks for the input jpeg1.