Broadband cutting out - BQM posted.

[NK212]

Hello all,

I am repeatedly suffering from broadband cut-outs of the service.  This can be anything from 2 seconds to 2 mins.  I have reset all equipment and this seems to improve things for about 24hrs, then it returns.  This is a broadband issue, not WiFi as I am not using the hub for WiFi.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c70493c327b368e8fadf2361322f30b017... 

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

1	138750000	0.5	37	256 qam	1
2	146750000	0	37	256 qam	2
3	154750000	0	36	256 qam	3
4	162750000	0	35	256 qam	4
5	170750000	-0.2	37	256 qam	5
6	178750000	-0.7	37	256 qam	6
7	186750000	-0.7	37	256 qam	7
8	194750000	-0.7	37	256 qam	8
9	202750000	-0.9	37	256 qam	9
10	210750000	-1.5	37	256 qam	10
11	218750000	-1.4	37	256 qam	11
12	226750000	-1.4	37	256 qam	12
13	234750000	-1.5	37	256 qam	13
14	242750000	-1.7	37	256 qam	14
15	250750000	-0.9	37	256 qam	15
16	258750000	-0.7	37	256 qam	16
17	266750000	-1.5	37	256 qam	17
18	274750000	-0.5	37	256 qam	18
19	282750000	0	38	256 qam	19
20	290750000	-0.9	37	256 qam	20
21	298750000	0.2	38	256 qam	21
22	306750000	0	37	256 qam	22
23	314750000	-0.2	37	256 qam	23
24	322750000	0	37	256 qam	24

Downstream bonded channels

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

1	Locked	37	18430476	10245010
2	Locked	37.6	7026697	2229546
3	Locked	36.6	13433521	4490707
4	Locked	35.9	19912100	11264763
5	Locked	37.3	2546230	1300265
6	Locked	37	15660733	5861547
7	Locked	37.3	9757955	1750598
8	Locked	37.3	860217	62314
9	Locked	37.6	707675	52353
10	Locked	37.6	546602	19405
11	Locked	37.3	436928	8352
12	Locked	37.6	575287	37417
13	Locked	37.6	568339	35968
14	Locked	37.6	325209	5830
15	Locked	37.6	158315	2988
16	Locked	37.6	228505	10237
17	Locked	37.6	507960	63338
18	Locked	37.6	356058	26029
19	Locked	38.6	85589	3321
20	Locked	37.9	80405	1441
21	Locked	38.6	204590	12907
22	Locked	37.6	141412	9243
23	Locked	37.3	35434	1044
24	Locked	37.3	46870	1185

[NK212]

Upstream bonded channels

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

1	60300195	41.8	5120	16 qam	1
2	39399932	41.5	5120	16 qam	4
3	46200228	41.8	5120	16 qam	3
4	53700572	41.8	5120	16 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	280	0
2	ATDMA	0	0	107	0
3	ATDMA	0	0	93	0
4	ATDMA	0	0	154	0

Network Log

Time Priority Description

13/09/2022 13:20:26	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 13:20:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 13:20:14	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 13:20:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 13:20:6	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 13:16:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 13:13:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 13:04:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 13:02:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 13:02:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 13:01:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 12:34:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 12:33:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 12:05:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 12:05:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 12:03:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 12:03:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 11:50:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 11:50:21	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2022 11:50:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Looks bad - but can you start from a clean sheet and do this
__________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Up qam's should also be at 64. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[NK212]

Thanks John.  Your first paragraph is exactly what I did previously and the issue resolved for a day or so before returning.  However, I did not check the settings so I will try that again and see if I can log the errors reappearing.  Thanks

[Matthew_ML]

Hey NK212, thank you for reaching out and I am sorry to see you are having some issues with your connection. 

Has the advice you have been given helped at all, or is the connection still cutting out?

Please do let me know. Thanks 

[NK212]

Hello Matt,

I have followed advice above and still having issues - currently monitoring when PostRS errors return as suggested.

Please see below BQM - router was reset this morning at 9am which is the red block there.

[Ilyas_Y]

Hi there @NK212, thanks for reaching out to us.

I'm sorry to hear about the cutting broadband.
I have checked the system and I can see that there is an outage in the area caused by an SNR fault - Signal to Noise Ratio, i.e. a faulty cable on the network.
The estimated repair time for this area fault is scheduled for the 22nd September by around midday.
We apologise for any inconvenience caused. We'll check back after that date to see how the BQM and broadband quality is.

Kind regards.