on 09-07-2021 00:24
Hi Guys,
For the last 4-5 weeks we have been having issues with intermittent broadband drops throughout the day - mostly between 10am and 6-7pm. For the most part, it's rock-solid during the evenings and the night. Sometimes it drops for 10-15mins other times it's a few hours. The 'Check service status' shows no faults in the area.
I run the hub in modem mode connected to an ASUS AC68. When the connection drops we get flashing green arrows on the modem.
It's very frustrating as my partner is working from home and cannot rely on the connection for zoom calls etc and has to resort to constantly hotspoting her phone.
I have set up the BQM a couple of days ago so hopefully, you can see what I'm talking about:
Also here's all my hub data:
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 306750000 | Locked |
Ranged Upstream Channel (Hz) | 60300029 | Locked |
Provisioning State | Online |
1 | 306750000 | -1.9 | 37 | 256 qam | 22 |
2 | 202750000 | -4 | 35 | 256 qam | 9 |
3 | 210750000 | -3.9 | 35 | 256 qam | 10 |
4 | 218750000 | -3.5 | 35 | 256 qam | 11 |
5 | 226750000 | -3.5 | 35 | 256 qam | 12 |
6 | 234750000 | -4 | 35 | 256 qam | 13 |
7 | 242750000 | -4.5 | 35 | 256 qam | 14 |
8 | 250750000 | -4 | 35 | 256 qam | 15 |
9 | 258750000 | -3.5 | 36 | 256 qam | 16 |
10 | 266750000 | -3.4 | 36 | 256 qam | 17 |
11 | 274750000 | -2.7 | 37 | 256 qam | 18 |
12 | 282750000 | -2.2 | 37 | 256 qam | 19 |
13 | 290750000 | -2 | 37 | 256 qam | 20 |
14 | 298750000 | -2 | 37 | 256 qam | 21 |
15 | 314750000 | -1.5 | 37 | 256 qam | 23 |
16 | 322750000 | -0.7 | 37 | 256 qam | 24 |
17 | 330750000 | -0.2 | 37 | 256 qam | 25 |
18 | 338750000 | 0 | 37 | 256 qam | 26 |
19 | 346750000 | -1.4 | 37 | 256 qam | 27 |
20 | 354750000 | -2.5 | 37 | 256 qam | 28 |
21 | 362750000 | -3.2 | 37 | 256 qam | 29 |
22 | 370750000 | -5.2 | 36 | 256 qam | 30 |
23 | 378750000 | -5 | 37 | 256 qam | 31 |
24 | 386750000 | -2.5 | 37 | 256 qam | 32 |
1 | Locked | 37.3 | 14 | 0 |
2 | Locked | 35.5 | 74 | 12 |
3 | Locked | 35.5 | 41 | 12 |
4 | Locked | 35.5 | 51 | 12 |
5 | Locked | 35.5 | 63 | 0 |
6 | Locked | 35.5 | 67 | 0 |
7 | Locked | 35.7 | 80 | 0 |
8 | Locked | 35.7 | 52 | 0 |
9 | Locked | 36.6 | 35 | 0 |
10 | Locked | 36.6 | 23 | 0 |
11 | Locked | 37.6 | 6 | 9 |
12 | Locked | 37.6 | 30 | 0 |
13 | Locked | 37.3 | 11 | 0 |
14 | Locked | 37.3 | 11 | 0 |
15 | Locked | 37.3 | 9 | 0 |
16 | Locked | 37.6 | 11 | 0 |
17 | Locked | 37.6 | 15 | 0 |
18 | Locked | 37.6 | 11 | 0 |
19 | Locked | 37.6 | 29 | 0 |
20 | Locked | 37.6 | 17 | 0 |
21 | Locked | 37.3 | 17 | 0 |
22 | Locked | 36.6 | 97 | 0 |
23 | Locked | 37.3 | 91 | 0 |
24 | Locked | 37.3 | 2 | 0 |
1 | 60300029 | 51 | 5120 | 64 qam | 6 |
2 | 39399991 | 51 | 5120 | 64 qam | 9 |
3 | 46200103 | 51 | 5120 | 64 qam | 8 |
4 | 53699956 | 51 | 5120 | 64 qam | 7 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062+voc-b.cm |
SFID | 90898 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 90897 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
Answered! Go to Answer
on 12-07-2021 12:40
Hi Paul,
Despite changing the connector back to the original cablecon 3.9 one the situation appeared sorted for 1 day and then connection issues and intermittent service came back yesterday. So yes unfortunately still need help with this.
on 12-07-2021 13:18
Hi szcz3p,
No problem at all, so I can help further and arrange a technician I will need to clear security, so I can do this I will invite you into a private chat, please click on the purple envelope to accept.
Kind regards
Paul.
on 12-07-2021 14:08
Hi szcz3p,
Thank you for coming back to me and for your details via our private chat, after running further checks I have arranged a technician as issues are showing, in order to check the appointment and reschedule if needed please sign into your Online Account and go to Help, my appointments?
Kind regards
Paul.
on 12-07-2021 14:30
Thank you for the help Paul. Hopefully the engineer can sort things out for us 🤞🏻
on 12-07-2021 17:56
Hey szcz3p,
You are very welcome, please let us know how the appointment goes.
Kind regards
Paul.
on 15-07-2021 13:02
The engineer came, swapped out the attenuator for a new one which resulted in the upstream power levels dropping from 50-51 to low 40's and so far (3hrs on from the visit) no issues (touch wood). Let's hope it stays that way 🤞🏻🤞🏻🤞🏻
on 15-07-2021 13:32
Hi szcz3p,
Thank you for keeping us updated, I'm glad that everything is looking good for you at the moment. Please continue to monitor your connection, and let us know if you see any more problems.
Kind regards,
Laurie
on 16-07-2021 19:15
While overall broadband improved drops still happen - after a quiet day yesterday, had a few today difference being the connection drops and goes back up quite quickly (within minutes).
What worries me a bit is the Downstream Error Count on the router. See for yourselves below:
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 202750000 | Locked |
Ranged Upstream Channel (Hz) | 32600000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 202750000 | -4.4 | 35 | 256 qam | 9 |
2 | 210750000 | -4 | 35 | 256 qam | 10 |
3 | 218750000 | -3.5 | 35 | 256 qam | 11 |
4 | 226750000 | -3.5 | 35 | 256 qam | 12 |
5 | 234750000 | -4 | 35 | 256 qam | 13 |
6 | 242750000 | -4.5 | 35 | 256 qam | 14 |
7 | 250750000 | -4.2 | 35 | 256 qam | 15 |
8 | 258750000 | -3.5 | 36 | 256 qam | 16 |
9 | 266750000 | -3.4 | 36 | 256 qam | 17 |
10 | 274750000 | -2.7 | 37 | 256 qam | 18 |
11 | 282750000 | -2.5 | 37 | 256 qam | 19 |
12 | 290750000 | -2.4 | 37 | 256 qam | 20 |
13 | 298750000 | -2.2 | 36 | 256 qam | 21 |
14 | 306750000 | -2.2 | 37 | 256 qam | 22 |
15 | 314750000 | -1.7 | 37 | 256 qam | 23 |
16 | 322750000 | -0.9 | 37 | 256 qam | 24 |
17 | 330750000 | -0.5 | 37 | 256 qam | 25 |
18 | 338750000 | -0.2 | 37 | 256 qam | 26 |
19 | 346750000 | -1.2 | 37 | 256 qam | 27 |
20 | 354750000 | -2.2 | 37 | 256 qam | 28 |
21 | 362750000 | -2.5 | 37 | 256 qam | 29 |
22 | 370750000 | -2.2 | 37 | 256 qam | 30 |
23 | 378750000 | -1.7 | 37 | 256 qam | 31 |
24 | 386750000 | -1.2 | 37 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 35.5 | 99283 | 5332 |
2 | Locked | 35.7 | 97246 | 4759 |
3 | Locked | 35.7 | 87468 | 4467 |
4 | Locked | 35.7 | 71226 | 3535 |
5 | Locked | 35.5 | 47090 | 1511 |
6 | Locked | 35.5 | 25834 | 564 |
7 | Locked | 35.7 | 21735 | 659 |
8 | Locked | 36.3 | 37737 | 1114 |
9 | Locked | 36.6 | 57463 | 2500 |
10 | Locked | 37.3 | 58953 | 2242 |
11 | Locked | 37.3 | 45244 | 1510 |
12 | Locked | 37.3 | 26525 | 778 |
13 | Locked | 36.6 | 13047 | 458 |
14 | Locked | 37.3 | 7132 | 398 |
15 | Locked | 37.3 | 7830 | 449 |
16 | Locked | 37.6 | 12858 | 577 |
17 | Locked | 37.6 | 14820 | 613 |
18 | Locked | 37.6 | 18264 | 555 |
19 | Locked | 37.3 | 24740 | 654 |
20 | Locked | 37.6 | 28130 | 672 |
21 | Locked | 37.6 | 23567 | 510 |
22 | Locked | 37.6 | 12577 | 371 |
23 | Locked | 37.6 | 8523 | 365 |
24 | Locked | 37.6 | 11157 | 379 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 42.8 | 5120 | 32 qam | 10 |
2 | 39400014 | 41.8 | 5120 | 64 qam | 9 |
3 | 46200025 | 42 | 5120 | 64 qam | 8 |
4 | 53700000 | 43 | 5120 | 64 qam | 7 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 69 | 0 |
3 | ATDMA | 0 | 0 | 75 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 16-07-2021 19:16
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062+voc-b.cm |
Primary Downstream Service Flow
SFID | 97146 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 97145 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
Network Log
Time Priority Description
16/07/2021 18:37:51 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 18:37:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 18:37:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 18:36:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 18:36:47 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 14:51:5 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 14:13:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 14:12:7 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 14:07:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 14:06:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 14:06:55 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 13:58:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 13:58:28 | Error | DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 13:58:18 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 13:56:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 13:56:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 13:56:27 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 13:56:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 13:56:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 13:56:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 16-07-2021 20:44
Hi szcz3p
Thanks for posting - my apologies about the broadband issues.
I've checked the system and some of your downstream channels are out of spec.
This requires a tech to attend so will PM now to get the details.
Kind regards,
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