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Broadband keeps dropping out

mart2019
Tuning in

Broadband keeps droping out and is getting worse, randomly dropping

logs below

Any idea's

Martin

 

06/09/2023 14:48:35
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:42:55
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:42:39
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:40:49
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:40:41
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:40:41
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:40:40
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:39:47
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:39:47
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:35:26
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:20:58
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:05:36
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:04:34
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:02:15
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:00:47
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 14:00:47
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 13:57:17
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 13:53:4
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 13:42:36
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2023 13:37:44
Error
DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

1 ACCEPTED SOLUTION

Accepted Solutions

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi, mart2019.
Thank you for your post on our help forums and welcome back to the community, we're sorry to see you've been having issues with your broadband connection and performance recently.

We'd be eager to assist based on what we see on the BQM graph you posted, could you please give us an update on how things look since your post on Wednesday and if the issues persist?

Best regards,

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


See where this Helpful Answer was posted

5 REPLIES 5

jbrennand
Very Insightful Person
Very Insightful Person

Post up by copy/paste the normal “Formatted Text” (not images) 2 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

mart2019
Tuning in

Downstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
SNR (dB)
Modulation
Channel ID
1
275000000
5.6
40
256 qam
18
2
203000000
7.4
40
256 qam
9
3
211000000
7
40
256 qam
10
4
219000000
6.9
40
256 qam
11
5
227000000
6.6
40
256 qam
12
6
235000000
6.6
40
256 qam
13
7
243000000
6.5
40
256 qam
14
8
251000000
6
40
256 qam
15
9
259000000
5.5
40
256 qam
16
10
267000000
5.5
40
256 qam
17
11
283000000
6
40
256 qam
19
12
291000000
6.4
40
256 qam
20
13
299000000
6.4
40
256 qam
21
14
307000000
6.1
40
256 qam
22
15
315000000
6.6
40
256 qam
23
16
323000000
7
40
256 qam
24
17
331000000
7.3
40
256 qam
25
18
339000000
7.5
40
256 qam
26
19
347000000
7.3
40
256 qam
27
20
355000000
7.1
40
256 qam
28
21
363000000
7.1
40
256 qam
29
22
371000000
7.4
40
256 qam
30
23
379000000
7
40
256 qam
31
24
387000000
6.6
40
256 qam
32

 

 


Downstream bonded channels
Channel
Locked Status
RxMER (dB)
Pre RS Errors
Post RS Errors
1
Locked
40.3
285271
362054
2
Locked
40.9
357835
465676
3
Locked
40.9
350779
452669
4
Locked
40.3
342448
440056
5
Locked
40.3
320931
424497
6
Locked
40.3
314543
412165
7
Locked
40.3
321532
412895
8
Locked
40.9
325595
402039
9
Locked
40.9
308831
383315
10
Locked
40.3
292727
374264
11
Locked
40.3
278696
362233
12
Locked
40.9
276291
356665
13
Locked
40.3
274364
347776
14
Locked
40.3
262219
337203
15
Locked
40.9
253982
327744
16
Locked
40.3
249496
332974
17
Locked
40.3
244242
323962
18
Locked
40.9
240960
311863
19
Locked
40.3
237512
314160
20
Locked
40.9
230465
313787
21
Locked
40.3
223964
294025
22
Locked
40.3
218976
295754
23
Locked
40.3
214872
287774
24
Locked
40.9
210170
281357


Upstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
Symbol Rate (ksps)
Modulation
Channel ID
1
36599961
48.3
5120
64 qam
3
2
30100166
44.5
5120
64 qam
4
3
23599995
44.3
5120
64 qam
5
4
49600000
45.3
5120
64 qam
1
5
43099980
44.8
5120
64 qam
2


Upstream bonded channels
Channel
Channel Type
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts
1
ATDMA
0
0
21
0
2
ATDMA
0
0
54
0
3
ATDMA
0
0
405
0
4
ATDMA
0
0
31
0
5
ATDMA
0
0
29
0

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi, mart2019.
Thank you for your post on our help forums and welcome back to the community, we're sorry to see you've been having issues with your broadband connection and performance recently.

We'd be eager to assist based on what we see on the BQM graph you posted, could you please give us an update on how things look since your post on Wednesday and if the issues persist?

Best regards,

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


mart2019
Tuning in

Still randomly drops out, ive tried undoing all inside connections and tightening finger tight, rebooting the router as well, but still have random drops lasting from a few seconds to several minutes.

Any other advice

Hi mart2019,

Thank you for reaching back out, sorry to hear you are still facing an intermittent connection, so I can help I will send you an invite into a private chat, please look out for the white envelope to accept.

Regards

Paul.