Broadband disconnect issue

[neilrmason]

Hi

Over the past few weeks I have noticed at certain times in the day my broadband drops and becomes very unresponsive. For the last few days this has been around 12 o'clock.

I have performed a factory reset, which appeared to help a bit, but upon reading the forum it would appear my issues might be worth further investigation. I Have run a Broadband Quality monitor for today which supports the issues I have experienced. I would say that I was not at home today when it happened.

I will try to post the hub connection data as well

 Thanks for any thoughts guidance next steps in advance

Neil

[jbrennand]

OK so far - but lets see again tomorrow

[neilrmason]

Morning All,

this mornings data

Downstream bonded channels

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

1	411000000	8	37	256 qam	33
2	235000000	8	40	256 qam	13
3	243000000	8	40	256 qam	14
4	251000000	8	40	256 qam	15
5	259000000	8	40	256 qam	16
6	267000000	8	40	256 qam	17
7	275000000	8	40	256 qam	18
8	283000000	8.1	40	256 qam	19
9	291000000	8.4	40	256 qam	20
10	299000000	8.5	40	256 qam	21
11	307000000	8.5	40	256 qam	22
12	315000000	8.4	40	256 qam	23
13	323000000	8.1	38	256 qam	24
14	347000000	8.4	40	256 qam	25
15	355000000	8.4	40	256 qam	26
16	363000000	8.3	38	256 qam	27
17	371000000	8	38	256 qam	28
18	379000000	8	38	256 qam	29
19	387000000	7.9	38	256 qam	30
20	395000000	8	38	256 qam	31
21	403000000	8	38	256 qam	32
22	419000000	8	38	256 qam	34
23	427000000	8	40	256 qam	35
24	435000000	7.6	40	256 qam	36

Downstream bonded channels

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

1	Locked	37.6	161	0
2	Locked	40.3	17	0
3	Locked	40.3	24	0
4	Locked	40.3	38	0
5	Locked	40.3	45	0
6	Locked	40.3	38	0
7	Locked	40.3	40	0
8	Locked	40.3	46	0
9	Locked	40.3	50	0
10	Locked	40.3	61	0
11	Locked	40.9	43	0
12	Locked	40.3	59	0
13	Locked	38.9	81	0
14	Locked	40.3	76	0
15	Locked	40.9	86	0
16	Locked	38.9	105	0
17	Locked	38.6	133	0
18	Locked	38.6	143	0
19	Locked	38.6	184	0
20	Locked	38.6	139	0
21	Locked	38.6	151	0
22	Locked	38.6	148	0
23	Locked	40.9	90	0
24	Locked	40.3	109	0

Upstream bonded channels

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

1	46199996	37.5	5120	64 qam	3
2	25799986	37.5	5120	64 qam	6
3	32599961	37.5	5120	64 qam	5
4	39399979	37.5	5120	64 qam	4

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

No new notes on the network log

[lotharmat]

All looks tickety-boo with those stats!

[neilrmason]

So we had the normal lunchtime issues again.

Statistics and Quality monitor chart attached in a couple of messages

Downstream bonded channels

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

1	411000000	8	37	256 qam	33
2	235000000	8	40	256 qam	13
3	243000000	8	40	256 qam	14
4	251000000	8	40	256 qam	15
5	259000000	8	40	256 qam	16
6	267000000	8	40	256 qam	17
7	275000000	8	40	256 qam	18
8	283000000	8.1	40	256 qam	19
9	291000000	8.5	40	256 qam	20
10	299000000	8.6	40	256 qam	21
11	307000000	8.5	40	256 qam	22
12	315000000	8.4	40	256 qam	23
13	323000000	8.1	38	256 qam	24
14	347000000	8.5	40	256 qam	25
15	355000000	8.4	40	256 qam	26
16	363000000	8.3	38	256 qam	27
17	371000000	8	38	256 qam	28
18	379000000	8	38	256 qam	29
19	387000000	7.9	38	256 qam	30
20	395000000	8	38	256 qam	31
21	403000000	8	38	256 qam	32
22	419000000	8	38	256 qam	34
23	427000000	8	40	256 qam	35
24	435000000	7.6	40	256 qam	36

Downstream bonded channels

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

1	Locked	37.6	289	10675
2	Locked	40.3	25	0
3	Locked	40.9	28	0
4	Locked	40.3	51	0
5	Locked	40.3	57	0
6	Locked	40.3	56	0
7	Locked	40.3	58	0
8	Locked	40.3	66	0
9	Locked	40.3	65	0
10	Locked	40.3	78	0
11	Locked	40.3	65	0
12	Locked	40.3	84	0
13	Locked	38.9	110	0
14	Locked	40.3	98	0
15	Locked	40.9	109	0
16	Locked	38.9	140	0
17	Locked	38.6	168	0
18	Locked	38.6	201	0
19	Locked	38.6	241	0
20	Locked	38.6	191	0
21	Locked	38.6	196	0
22	Locked	38.6	192	0
23	Locked	40.3	119	0
24	Locked	40.9	153	0

Upstream bonded channels

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

1	46199996	37.5	5120	64 qam	3
2	25800000	37.5	5120	64 qam	6
3	32599961	37.5	5120	64 qam	5
4	39399979	37.5	5120	64 qam	4

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

[neilrmason]

Network Log

Time Priority Description

09/09/2021 12:36:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:37:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 15:31:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 11:59:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 11:37:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 23:12:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 17:49:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 16:35:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 15:26:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 11:37:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 12:32:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 12:31:2	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 12:31:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 11:37:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 20:03:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:37:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 03:21:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 00:31:2	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 00:31:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 13:37:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Is there anything further that can be done?

[lotharmat · Accepted solution]

411MHz (one of your channels) is in the Frequency band assigned to Emergency services.

Looks like you may have noise ingress from that!

[neilrmason]

Eeeek, that doesn't sound great. I assume the radio network?

Would the ingress be somewhere from the street into the house or after the cables enter the house. We are some distance from the roads (closest road would be something like 80m). We will have quite a long run from the Virgin Street box but not sure where else I might be able to investigate.

Neil 

[lotharmat]

It could be anywhere! from the cab to your house! - Usually the shielding works well but occasionally it breaks and you get noise ingress!

[neilrmason]

Further checking the broadband quality report indicated I had a couple more outages yesterday evening and this morning, 

I guess what I am reading is that there is nothing that can be practically done to stop this happening and I have to live with it? 

[lotharmat]

Hang tight for VM forum staff - they'll be able to see more stats than we can (I believe) and be better placed to take this further!