Broadband keeps dropping

[walks_10]

Similar to other people i am experiencing fairly regular drop outs in my hub, with the internet going down for anywhere between 30 seconds and 3 minutes, it does reconnect itself. The help on the main site suggested a factory reset which i have done but this did not rectify the issue. As per other posts seen here please find the following VM hub stats

3.0 Downstream channels

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

1	331000000	8.2	43	QAM 256	25
2	147000000	5.7	41	QAM 256	2
3	155000000	5.9	41	QAM 256	3
4	163000000	6.2	42	QAM 256	4
5	171000000	6.4	42	QAM 256	5
6	179000000	6.7	42	QAM 256	6
7	187000000	6.9	42	QAM 256	7
8	195000000	7.3	42	QAM 256	8
9	203000000	7.4	42	QAM 256	9
10	211000000	7.6	42	QAM 256	10
11	219000000	7.6	42	QAM 256	11
12	227000000	7.5	42	QAM 256	12
13	235000000	7.6	43	QAM 256	13
14	243000000	7.4	43	QAM 256	14
15	251000000	7.2	42	QAM 256	15
16	259000000	7.1	42	QAM 256	16
17	267000000	7	43	QAM 256	17
18	275000000	7	43	QAM 256	18
19	283000000	7.2	42	QAM 256	19
20	291000000	7.4	43	QAM 256	20
21	299000000	7.7	43	QAM 256	21
22	307000000	8.2	43	QAM 256	22
23	315000000	8.2	43	QAM 256	23
24	323000000	8.3	43	QAM 256	24
25	339000000	8.1	43	QAM 256	26
26	347000000	8.2	43	QAM 256	27
27	355000000	8.2	43	QAM 256	28
28	363000000	8.3	43	QAM 256	29
29	371000000	8.1	43	QAM 256	30
30	379000000	8.1	43	QAM 256	31
31	387000000	7.8	43	QAM 256	32

3.0 Downstream channels

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

1	Locked	43	0	0
2	Locked	41	0	0
3	Locked	41	0	0
4	Locked	42	0	0
5	Locked	42	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	42	0	0
9	Locked	42	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	43	0	0
14	Locked	43	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	43	0	0
18	Locked	43	0	0
19	Locked	42	0	0
20	Locked	43	0	0
21	Locked	43	0	0
22	Locked	43	0	0
23	Locked	43	0	0
24	Locked	43	0	0
25	Locked	43	0	0
26	Locked	43	0	0
27	Locked	43	0	0
28	Locked	43	0	0
29	Locked	43	0	0
30	Locked	43	0	0
31	Locked	43	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

43

3.9

22785310

0

3.0 Upstream channels

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

0	49600000	47.3	5120	QAM 64	1
1	43100000	47	5120	QAM 64	2
2	36600000	46.8	5120	QAM 64	3
3	30100000	46.5	5120	QAM 64	4
4	23600000	46.3	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

42.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

74000000

0

0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

cmreg-vmdg660-bbt076+voc-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

68844

1230000450 bps

42600bytes

0 bps

68846

128000 bps

3044bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

68843

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

68845

128000 bps

3044bytes

0 bps

1522bytes

Best Effort

Network Log

Time Priority Description

16-05-2024 15:18:43	notice	GUI Login Status - Login Success from LAN interface
16-05-2024 14:07:29	notice	REGISTRATION COMPLETE - Waiting for Operational status
16-05-2024 14:07:25	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 14:07:20	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 14:07:12	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 14:07:10	notice	Honoring MDD; IP provisioning mode = IPv4
16-05-2024 14:06:48	critical	Cable Modem Reboot because of - Software_Upgrade
16-05-2024 14:06:48	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 14:04:33	alert	SW download Successful - Via Config file
16-05-2024 14:01:30	alert	SW Download INIT - Via Config file cmreg-vmdg660-bbt076+voc-b.cm
16-05-2024 14:00:46	critical	Cable Modem Reboot because of - Reboot Timezone Change
16-05-2024 14:00:46	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 13:58:15	alert	SW Download INIT - Via Config file cmreg-vmdg660-bbt076+voc-b.cm
16-05-2024 13:57:28	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 13:57:27	critical	Cable Modem Reboot because of - pin-reset

[jbrennand]

Hub stats look "normal" to me - Logs look a bit odd though - someone else needs to comment.

Are you issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

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

[Ayisha_B]

Hi @walks_10 👋

Welcome to our Community Forums and thanks for your post. 

Sorry for any issues with your broadband service. 

I'd like to run some further test for you but haven't been able to locate your details. As such, I'll pop you a PM 📩 and we can take it from there.

Speak soon!

[Sephiroth]

The “looks odd” is this:

The higher downstream frequencies show higher power than the lower frequencies.   Usually, the lower frequencies don’t need as much energy to reach an end point; conversely so for the higher frequencies.  “Slope” I think it’s called.

[Ashleigh_C]

Hi there @Sephiroth 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

We are so sorry to hear that you are facing issues with your service, I have checked on our side and cannot see any faults that may be causing this. Can I ask how things are looking since you first post?

[Sephiroth]

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@Ashleigh_C wrote:

Hi there @Sephiroth 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

We are so sorry to hear that you are facing issues with your service, I have checked on our side and cannot see any faults that may be causing this. Can I ask how things are looking since you first post?

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Not me, Guv!