Broadband disconnecting

[Stan1231]

Hi all,

I am having an issue with my broadband. Itermittently all devices will be disconnected with no internet and after a short while will reconnect. I have tried using the Hub 3 in both router and modem mode with another router both resulting in the same issue. 

Downstream tab:

I restarted my hub around an hour ago to reset the error counts and seem to be getting a huge number of Pre/Post RS errors on some channels so is this potentially a signalling issue?

Downstream bonded channels

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

1	139000000	0.9	38	256 qam	1
2	147000000	0.9	38	256 qam	2
3	155000000	1.2	38	256 qam	3
4	163000000	1.7	38	256 qam	4
5	171000000	2.2	38	256 qam	5
6	179000000	1.4	38	256 qam	6
7	187000000	1.2	38	256 qam	7
8	195000000	1.5	38	256 qam	8
9	203000000	1.5	40	256 qam	9
10	211000000	2	38	256 qam	10
11	219000000	2.2	40	256 qam	11
12	227000000	2.2	38	256 qam	12
13	235000000	2.2	38	256 qam	13
14	243000000	1.7	38	256 qam	14
15	251000000	1.5	40	256 qam	15
16	259000000	1.9	38	256 qam	16
17	267000000	2.2	38	256 qam	17
18	275000000	1.7	40	256 qam	18
19	283000000	2.2	38	256 qam	19
20	291000000	2.2	38	256 qam	20
21	299000000	2.5	38	256 qam	21
22	307000000	2.5	38	256 qam	22
23	315000000	2.7	38	256 qam	23
24	323000000	1.9	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	131861	1563
2	Locked	38.9	875	1918
3	Locked	38.9	2400	879
4	Locked	38.9	77095	16
5	Locked	38.6	21	12
6	Locked	38.9	20	16
7	Locked	38.6	15	17
8	Locked	38.9	22	16
9	Locked	40.3	20	11
10	Locked	38.6	5	12
11	Locked	40.3	6	11
12	Locked	38.9	7	11
13	Locked	38.9	16	1
14	Locked	38.9	14	5
15	Locked	40.3	5	8
16	Locked	38.9	17	0
17	Locked	38.9	17	0
18	Locked	40.3	4	9
19	Locked	38.9	17	0
20	Locked	38.9	11	0
21	Locked	38.9	18	0
22	Locked	38.9	15	0
23	Locked	38.9	8	0
24	Locked	38.6	10	0

These are thrcurrent network status logs (with MAC addresses redacted): 

30/03/2022 20:29:28	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
30/03/2022 20:15:1	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
30/03/2022 20:09:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
30/03/2022 19:17:32	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
30/03/2022 19:15:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
30/03/2022 04:12:18	Warning!	RCS Partial Service;CM-MAC=4;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
29/03/2022 22:35:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 23:11:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2022 05:56:12	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2022 05:56:12	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/03/2022 05:05:36	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
25/03/2022 22:49:23	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
25/03/2022 21:22:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

[Stan1231]

Upstream Channel:

Upstream bonded channels

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

1	32600000	47	5120	64 qam	5
2	39400000	45	5120	64 qam	4
3	46200000	45.5	5120	64 qam	3
4	53700000	46.8	5120	64 qam	2

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

[Stan1231]

Think broadband Quaility Monitor: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2421479059b58ca369b0e094204f49fad6e48b76

[legacy1]

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@Stan1231 wrote:

I restarted my hub around an hour ago

---

BQM looks good....you say a hour ago when you posted at 22:08 but your BQM does not show this only at past midnight was there a drop...

Are you using HomePlug - Network Via Mains ? is the BQM IP match your IP ?

What Is My IP Address - See Your Public Address - IPv4 & IPv6

[Stan1231]

Thanks for pointing that out. Looks like my public IP has updated at some point since I set the BQM up. Issue has been ongoing a month+ now.

I’ve updated the BQM so will let it run for a while.

[Corey_C]

Thanks for your post and reaching out to the Community Forums, Stan1231,

Sorry to hear that you have been having connections issues with your broadband. I've run some remote diagnostics and our systems show that you are currently being affected by a local area fault for SNR issues ref# F009743503 and we are working to get this sorted as quickly as possible. The current ETA fix time is 07 APR 2022 17:25. Apologies again for the inconvenience.

Cheers,
Corey C

[Stan1231]

Thanks for the response Corey. 

Once the issue has been fixed I’ll keep an eye on it for a few weeks, cheers. 

[Carley_S]

Hi @Stan1231, please keep us updated with how you get on. If you have any further issues or questions, please do not hesitate to get back in touch and we'll investigate further. 
 

[Stan1231]

Hi, 

We still appear to be having issues, looking at the BQM, that I provided above, you can see the huge spikes in latency/packet loss we’re still experiencing.

[Stan1231]

Hi @Carley_S

We still appear to be having issues, looking at the BQM, that I provided above, you can see the huge spikes in latency/packet loss we’re still experiencing. Getting quite fed up with it now, it’s making it extremely difficult to WFH.