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Broadband dropping out multiple times a day

szcz3p
Joining in

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:

My BQM 

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
 
 
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1306750000-1.937256 qam22
2202750000-435256 qam9
3210750000-3.935256 qam10
4218750000-3.535256 qam11
5226750000-3.535256 qam12
6234750000-435256 qam13
7242750000-4.535256 qam14
8250750000-435256 qam15
9258750000-3.536256 qam16
10266750000-3.436256 qam17
11274750000-2.737256 qam18
12282750000-2.237256 qam19
13290750000-237256 qam20
14298750000-237256 qam21
15314750000-1.537256 qam23
16322750000-0.737256 qam24
17330750000-0.237256 qam25
18338750000037256 qam26
19346750000-1.437256 qam27
20354750000-2.537256 qam28
21362750000-3.237256 qam29
22370750000-5.236256 qam30
23378750000-537256 qam31
24386750000-2.537256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.3140
2Locked35.57412
3Locked35.54112
4Locked35.55112
5Locked35.5630
6Locked35.5670
7Locked35.7800
8Locked35.7520
9Locked36.6350
10Locked36.6230
11Locked37.669
12Locked37.6300
13Locked37.3110
14Locked37.3110
15Locked37.390
16Locked37.6110
17Locked37.6150
18Locked37.6110
19Locked37.6290
20Locked37.6170
21Locked37.3170
22Locked36.6970
23Locked37.3910
24Locked37.320

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030002951512064 qam6
23939999151512064 qam9
34620010351512064 qam8
45369995651512064 qam7



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

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
SFID90898
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow
SFID90897
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
20 REPLIES 20

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. 

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.

 

 

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.

Thank you for the help Paul. Hopefully the engineer can sort things out for us 🤞🏻

Hey szcz3p,

 

You are very welcome, please let us know how the appointment goes.

 

Kind regards

 

Paul.

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 🤞🏻🤞🏻🤞🏻

Laurie_C
Forum Team (Retired)
Forum Team (Retired)


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

Laurie_C
Forum Team

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

1202750000-4.435256 qam9
2210750000-435256 qam10
3218750000-3.535256 qam11
4226750000-3.535256 qam12
5234750000-435256 qam13
6242750000-4.535256 qam14
7250750000-4.235256 qam15
8258750000-3.536256 qam16
9266750000-3.436256 qam17
10274750000-2.737256 qam18
11282750000-2.537256 qam19
12290750000-2.437256 qam20
13298750000-2.236256 qam21
14306750000-2.237256 qam22
15314750000-1.737256 qam23
16322750000-0.937256 qam24
17330750000-0.537256 qam25
18338750000-0.237256 qam26
19346750000-1.237256 qam27
20354750000-2.237256 qam28
21362750000-2.537256 qam29
22370750000-2.237256 qam30
23378750000-1.737256 qam31
24386750000-1.237256 qam32



Downstream bonded channels

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

1Locked35.5992835332
2Locked35.7972464759
3Locked35.7874684467
4Locked35.7712263535
5Locked35.5470901511
6Locked35.525834564
7Locked35.721735659
8Locked36.3377371114
9Locked36.6574632500
10Locked37.3589532242
11Locked37.3452441510
12Locked37.326525778
13Locked36.613047458
14Locked37.37132398
15Locked37.37830449
16Locked37.612858577
17Locked37.614820613
18Locked37.618264555
19Locked37.324740654
20Locked37.628130672
21Locked37.623567510
22Locked37.612577371
23Locked37.68523365
24Locked37.611157379

 

Upstream bonded channels

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

13260000042.8512032 qam10
23940001441.8512064 qam9
34620002542512064 qam8
45370000043512064 qam7


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA00690
3ATDMA00750
4ATDMA0000

 

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

SFID97146
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID97145
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling Type

BestEffort

 

Network Log

Time Priority Description

16/07/2021 18:37:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 18:37:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 18:37:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 18:36:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 18:36:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 14:51:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 14:13:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 14:12:7criticalReceived 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 14:07:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 14:06:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 14:06:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 13:58:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 13:58:28ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 13:58:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 13:56:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 13:56:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 13:56:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 13:56:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 13:56:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 13:56:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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,

John_GS
Forum Team


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