Cable modem losing connection (Modem Mode)

[Markyecc]

Hi,

Over the past few weeks I have been encountering regular dropouts. This has been highly disruptive and can range from 1-5 dropouts per day, occasionally more, where I will have to constantly restart the router (if it isn't restarting itself at the time) till it gets any type of connection again. I have followed all the advice on the troubleshooting making sure that cable connections are tight etc. but nothing I've done has been able to sort this issue.

If anyone can help please I would be grateful as this is very frustrating especially when having to work from home at times.

Thanks in advance

[Markyecc]

Logs from this morning:

Downstream bonded channels

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

1	139000000	-3	37	256 qam	1
2	147000000	-3.5	37	256 qam	2
3	155000000	-3.7	33	256 qam	3
4	163000000	-3.5	31	256 qam	4
5	171000000	-3.2	36	256 qam	5
6	179000000	-3.4	38	256 qam	6
7	187000000	-3.5	37	256 qam	7
8	195000000	-3.4	38	256 qam	8
9	203000000	-3.4	38	256 qam	9
10	211000000	-3.5	38	256 qam	10
11	219000000	-3.5	37	256 qam	11
12	227000000	-3	38	256 qam	12
13	235000000	-3.2	38	256 qam	13
14	243000000	-3	38	256 qam	14
15	251000000	-3.4	38	256 qam	15
16	259000000	-3.2	38	256 qam	16
17	267000000	-3	38	256 qam	17
18	275000000	-2.7	38	256 qam	18
19	283000000	-2	38	256 qam	19
20	291000000	-2.4	38	256 qam	20
21	299000000	-2	38	256 qam	21
22	307000000	-2.4	38	256 qam	22
23	315000000	-2.2	38	256 qam	23
24	323000000	-1.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	36019	53625
2	Locked	37.3	67673	8718
3	Locked	33.4	53901	57378
4	Locked	31.1	48026	69162
5	Locked	36.6	12247	88
6	Locked	38.2	31329	44731
7	Locked	37.6	46340	26335
8	Locked	38.2	9373	0
9	Locked	38.2	1997	0
10	Locked	38.2	1210	0
11	Locked	37.6	1096	0
12	Locked	38.6	1469	0
13	Locked	38.6	1388	0
14	Locked	38.6	763	0
15	Locked	38.6	817	0
16	Locked	38.6	775	0
17	Locked	38.6	1004	0
18	Locked	38.6	579	0
19	Locked	38.6	501	0
20	Locked	38.9	591	0
21	Locked	38.6	602	0
22	Locked	38.6	575	0
23	Locked	38.6	458	0
24	Locked	38.6	352	0

[Markyecc]

Upstream bonded channels

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

1	53700000	51	5120	64 qam	8
2	39400000	51	5120	64 qam	10
3	46200000	51	5120	64 qam	9
4	60300000	51	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Markyecc]

Network Log

Time Priority Description

10/07/2021 07:17:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:17:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:16:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:14:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:13:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:11:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:06:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 07:03:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 06:57:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 06:55:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 06:49:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 01:50:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:41:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:41:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:39:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:39:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:36:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:36:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:36:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:35:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Markyecc]

Broadband status monitor that I set up yesterday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fe5c5c158b35b351d6b5d7a7305453952a837851

[Andrew-G]

Downstream SNR is too low on a couple of channels, there's too many uncorrected (post-RS) errors, and upstream power's maxed out.  I've marked for the forum staff to advise.  Could be an area fault that is already being investigated and fixed, might be specific to your connection and need a technician visit.

The staff can arrange a tech visit if needed (avoiding the misery of the VM's telephone support), but they may need you to temporarily put the hub back in router mode so that they can remotely check status data.  And when you do that, the hub will reset the error counters to zero, and renegotiate all channels, so initially it will probably all look good before falling apart again because the underlying physical fault will remain.

[Markyecc]

Thanks for your reply Andrew-G and thank you for marking the post.

[Ashleigh_C]

Hi there @Markyecc

Thank you so much for your post and I am so sorry to see you are facing these issues! 

I have looked at your account and I can see there are some issues showing with the Hub specs, for this reason I believe it would be best to get an engineer out for you to look into the equipment. 

Please keep and eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[Markyecc]

Hi,

The issue was resolved today by the engineer. The cabling was damaged outside the house and needed replacing, all working fine now.

Thank you for all your help!

[Ayisha_B]

Hi @Markyecc,

Thanks so much for popping back with an update. We are glad to hear the engineer was able to get this resolved 🙂

Have a lovely evening!