Broadband dropping so30 2ne

[timmo65]

This is my 3rd attempt at posting - each time it lets me post it and it then disappears - here goes...

Hello,

I have been getting internet drop puts for the last few days. This is noticeable with  both wired and wifi devices. Normal internet browsing lags for a few seconds, sonos/alexa streamed radio/music disconnects and sometimes reconnects. My work calls on TEAMs have audio disconnects every few minutes.  Most painful is my teen son as he gets kicked out of the EA servers when gaming on his xbox and that is the end of his life as we know it.

I have had the same setup for a couple of years and all worked seamlessly before now. The VM Hub 3 is in modem only mode with Eero router and extenders on 500mb package. This connected with a Technetix HDU-200 2 Port  powred Signal Booster.

I have re-plugged everything, checked cables, done numerous reboots  and even reset the Hub 3 to factory settings. Still the problem persists.

I have done the online tests and it does suggest there may be an issue that would be fixed in 24 hours but this is around day 3 or 4 now. 

I would be very grateful if someone could take a look and either advise of next steps or arrange for an engineer please.

I have added my log settings from the hub at the bottom  but I don't know what is relevant in there.

Thanks

Martin

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	402750000	10.6	37	256 qam	30
2	202750000	10.3	37	256 qam	9
3	210750000	10.3	37	256 qam	10
4	218750000	10.3	37	256 qam	11
5	226750000	10.1	37	256 qam	12
6	234750000	10.1	37	256 qam	13
7	242750000	10.1	37	256 qam	14
8	250750000	10	37	256 qam	15
9	258750000	10	37	256 qam	16
10	266750000	10	37	256 qam	17
11	274750000	10.5	37	256 qam	18
12	282750000	11	37	256 qam	19
13	290750000	11	37	256 qam	20
14	298750000	11.5	37	256 qam	21
15	306750000	11.5	37	256 qam	22
16	314750000	11.8	37	256 qam	23
17	322750000	11.8	37	256 qam	24
18	330750000	11.8	37	256 qam	25
19	370750000	11.5	37	256 qam	26
20	378750000	11.5	37	256 qam	27
21	386750000	11.3	37	256 qam	28
22	394750000	11.1	37	256 qam	29
23	410750000	10.5	37	256 qam	31
24	418750000	10.5	37	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.6	34373	7916
2	Locked	37.3	40	1082
3	Locked	37.3	27	824
4	Locked	37.3	24	805
5	Locked	37.3	89228	7855
6	Locked	37.3	58731	7749
7	Locked	37.3	48272	7868
8	Locked	37.6	76624	8079
9	Locked	37.3	55494	7609
10	Locked	37.3	68465	7317
11	Locked	37.3	33798	7591
12	Locked	37.6	26526	7733
13	Locked	37.6	21164	7537
14	Locked	37.3	18198	8067
15	Locked	37.6	14379	8301
16	Locked	37.6	8789	8903
17	Locked	37.6	10066	8501
18	Locked	37.3	9468	7548
19	Locked	37.3	8455	16277
20	Locked	37.6	14345	7905
21	Locked	37.6	12376	7995
22	Locked	37.6	16139	7764
23	Locked	37.3	45502	9070
24	Locked	37.6	51961	7376
Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 46200000 43.5 5120 64 qam 3 2 53700000 43.8 5120 64 qam 2 3 39400000 43.5 5120 64 qam 4 4 32600000 43.3 5120 64 qam 5 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 0 0 2 ATDMA 0 0 6 0 3 ATDMA 0 0 0 0 4 ATDMA 0 0 0 0

[timmo65]

I forgot to add these ....errors from logs....

03/11/2021 12:29:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2021 12:29:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2021 12:28:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2021 12:28:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

and also some graphs from the monitors...

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/c47c0cba4dfe428a686dcce5986c4b8113..."><img alt="My Broadband Ping - Timmos home hub 3.0" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/c47c0cba4dfe428a686dcce5986c..." /></a>

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/22a11535589f1d203430799b5fff240be6...">My Broadband Ping</a>

As i had no reply I called up and have an engineer coming Monday - will update later

[Tudor]

Downstream power levels are way too high on some channels, you probably need a technician’s visit to rectify, but first Check with Area faults on  0800 561 0061 or if you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111 or if you have a VM landline 150 or wait a day or two for a VM staff member to get to your post.

[Kath_F]

Hi timmo65, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to her you're having an issue with your internet connection. As mentioned by Tudor, your power levels need adjusting. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[Gareth_L]

Hello timmo65

Sorry to hear about the broadband  issue 
I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L
 

[timmo65]

Hello,

Thanks for the responses and the private messages which I have answered. I have had an engineer visit on Monday 8th November which was much easier to arrange than I had envisaged. Mike was very helpful. He checked - reset - re-cabled all my connections to make sure they were not the problem. He also added an attenuater to  throttle back the power. I'm right next to the cabinet which explains the high power figures.  I have posted a new set at the bottom which i think show lower downstream power figures. Although the figures may have been high all was working flawlessly for more than a year. 

As for the issue, this did not rectify it. Exampled by xbox one fifa 22 disconnects, online audio and TEAMS disconnects. My hub 3 was in modem mode using eero pro 6 as the router with 2 other eero 6s around the house as extenders. We switched the hub back to router mode and tried the xbox connected to the VM wifi from the hub not eero. This worked flawlessly despite a low signal strength with no disconnects.  This seems to point at the eero and their   firmware was updated a week or so ago (although they will undoubtedly deny its an issue).  I also tried removing and resetting all eero devices and running the setup again. After putting the first eero back in as a router i got the disconnects again.

So now I have the hub in router mode with only one device using that wifi (xbox) and the rest of the house using the eero side wifi and lan. Still getting disconnects on the eero side. I have a ticket out with Eero on this so will report back on what they say. I understand its not best practice to have both routers transmitting wifi. I will do some more tests today and switch back to modem mode. I also have a Sonos system which I have read can cause issues. I have changed channels on this which hasnt helped  so may remove it altogether to see if it helps.

Thanks for your continued help. It is all rather frustrating when it has worked flawlessly for so long before.   

Downstream bonded channels

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

1	402750000	8.5	37	256 qam	30
2	202750000	8	36	256 qam	9
3	210750000	8	36	256 qam	10
4	218750000	8	36	256 qam	11
5	226750000	8	36	256 qam	12
6	234750000	8.1	37	256 qam	13
7	242750000	8.3	36	256 qam	14
8	250750000	8.1	37	256 qam	15
9	258750000	8.1	37	256 qam	16
10	266750000	8.3	36	256 qam	17
11	274750000	8.9	37	256 qam	18
12	282750000	9.1	37	256 qam	19
13	290750000	9.3	37	256 qam	20
14	298750000	9.5	37	256 qam	21
15	306750000	9.5	37	256 qam	22
16	314750000	9.5	37	256 qam	23
17	322750000	9.5	37	256 qam	24
18	330750000	9.6	37	256 qam	25
19	370750000	9.3	37	256 qam	26
20	378750000	9.4	37	256 qam	27
21	386750000	9	37	256 qam	28
22	394750000	9	37	256 qam	29
23	410750000	8.5	37	256 qam	31
24	418750000	8.9	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	1	0
2	Locked	36.6	19	0
3	Locked	36.6	0	0
4	Locked	36.6	6	0
5	Locked	36.6	6	0
6	Locked	37.3	4	0
7	Locked	36.6	5	0
8	Locked	37.3	1	0
9	Locked	37.3	6	0
10	Locked	36.6	0	0
11	Locked	37.3	5	0
12	Locked	37.3	7	0
13	Locked	37.3	6	0
14	Locked	37.3	6	0
15	Locked	37.6	19	0
16	Locked	37.3	17	0
17	Locked	37.6	5	0
18	Locked	37.3	7	0
19	Locked	37.6	0	0
20	Locked	37.3	0	0
21	Locked	37.6	7	0
22	Locked	37.6	5	0
23	Locked	37.3	1	0
24	Locked	37.3	6	0

[timmo65]

OK so - SONOS completely powered off. Hub back in modem mode (so no vm wifi) and still get the disconnects. Pursuing the Eero route now.

[timmo65]

Eero support went through a lot of things and I swapped out the gateway eero pro for one of the other extenders. Didn't seem to make much difference. They are looking at positioning of the eeros but they have been fine for 2 years so don't really buy that. Yesterday evening after various other power on/offs I am in router mode and the xbox one is on the lan cable from an eero upstairs and has been working well no disconnects. Eero support want me to put it back in to modem mode and try again. They have also taken mac addresses of some of the effected devices and are monitoring them. They also wanted details of my unmanaged powered netgear switch. I will update again later but I was not at home today so cant say if all was good since then.

Thanks

Martin     

[timmo65]

Some progress I think and a potential culprit. Sorry I didn’t mention it before but I didn’t think it relevant but I think it might be my cctv cameras. They are connected via a POE netgear managed  switch GS110TP  ( I have never actually gone in to it manage anything) in my loft. This is fed by a lan cable going from the unmanaged switch. When I was switching off devices a couple of days ago I turned all of them off. Since it was going well I started powering things back up and as soon as I put a camera back on I got the interrupts. Having said that I have 2 other cameras that do not go through this  managed switch and were left powered on and  they are ok and do not cause disconnects.  The cameras have their own wifi and I cannot turn that off even though I am attached via   Poe Again all good for a couple of years so no idea why now. Just in case it was the switch I bought another unmanaged Poe switch but I still got the disconnects so that will be going back. I think this goes some way to show that the problem is on the eero side and not vm.

[timmo65]

Eero are escalating as I have been able to reproduce the problem by turning cameras on/off. I will update here to let people know of the out come as it may effect others but its not a VM fault and thanks for the great support here and from the engineer in helping me pin this down.