on 10-07-2021 08:56
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
on 10-07-2021 09:00
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 |
on 10-07-2021 09:01
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 |
on 10-07-2021 09:01
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; |
on 10-07-2021 09:03
Broadband status monitor that I set up yesterday:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/fe5c5c158b35b351d6b5d7a7305453952a837851
on 10-07-2021 09:18
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.
on 10-07-2021 09:34
Thanks for your reply Andrew-G and thank you for marking the post.
on 10-07-2021 10:09
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.
on 13-07-2021 18:45
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!
on 13-07-2021 18:51
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!