Connection dropping contantly - BQM graph

[robjonaldo]

Hi there, I need some help please as my fibre 100 broadband connection is dropping out almost once an hour.

The service was working fine for around 6 months and all of a sudden started dropping out all the time about a month ago. - nothing has changed my end. the drop outs last about 30 seconds and then it starts working again. Speed test is fine otherwise.

Edit - drop outs occur on all devices WI-Fi and ethernet cable connected devices

I've already called up the helpline a few times and tried all the resets and pinhole resets. I was supposed to get a call back but its not happened. The drop outs are kicking me out of my work connection which I really need to be stable and kicking me out of any games I am playing which is very frustrating.

Here is the BQM which I started last night. You can see ive experienced 5-6 dorp outs before lunchtime today even,

https://www.thinkbroadband.com/broadband/monitoring/quality/share/23a4125174d92d6b7f48909a727dcabdee...

 I will copy my router stats below as others have done. the power looks ok but I have no idea what any other other stuff should be reading.

Do I need an angineer visit??   - really need this resolving asap.

Thanks

Rob

Downstream bonded channels

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

1	139000000	-1.9	38	256 qam	1
2	147000000	-0.9	38	256 qam	2
3	155000000	-0.7	38	256 qam	3
4	163000000	-0.5	38	256 qam	4
5	171000000	0	38	256 qam	5
6	179000000	0.2	38	256 qam	6
7	187000000	1.2	38	256 qam	7
8	195000000	1.2	40	256 qam	8
9	203000000	0.5	38	256 qam	9
10	211000000	1.5	38	256 qam	10
11	219000000	2.4	40	256 qam	11
12	227000000	1.9	38	256 qam	12
13	235000000	0.2	38	256 qam	13
14	243000000	0.7	38	256 qam	14
15	251000000	0.7	38	256 qam	15
16	259000000	0	40	256 qam	16
17	267000000	0.2	38	256 qam	17
18	275000000	0.2	40	256 qam	18
19	283000000	1.2	40	256 qam	19
20	291000000	0.4	38	256 qam	20
21	299000000	0	38	256 qam	21
22	307000000	0.2	40	256 qam	22
23	315000000	0.9	40	256 qam	23
24	323000000	0.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	4502	142935
2	Locked	38.9	2183	5891
3	Locked	38.6	971	5537
4	Locked	38.9	1424	5142
5	Locked	38.6	1228	4944
6	Locked	38.9	542	4922
7	Locked	38.9	466	4780
8	Locked	40.3	438	4880
9	Locked	38.9	608	5483
10	Locked	38.6	570	4956
11	Locked	40.3	469	5009
12	Locked	38.6	578	5000
13	Locked	38.9	734	4566
14	Locked	38.9	759	4867
15	Locked	38.9	742	5239
16	Locked	40.3	861	5322
17	Locked	38.9	865	5546
18	Locked	40.3	952	3928
19	Locked	40.3	853	4346
20	Locked	38.9	1111	4943
21	Locked	38.6	1301	6166
22	Locked	40.3	1375	4932
23	Locked	40.3	1452	4471
24	Locked	38.9	1817	4036

Upstream bonded channels

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

1	49600000	45	5120	64 qam	1
2	43100090	46.3	5120	64 qam	2
3	30100000	46.8	5120	64 qam	4
4	23600000	43.5	5120	64 qam	5
5	36600375	46.5	5120	64 qam	3

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	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[robjonaldo]

Network Log
Time Priority Description
31/10/2022 15:43:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2022 15:19:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2022 12:12:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2022 11:43:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2022 11:21:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2022 10:08:32 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2022 07:37:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2022 23:59:7 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2022 23:42:57 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2022 07:37:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2022 02:49:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2022 19:47:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2022 19:28:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2022 08:37:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2022 02:51:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2022 19:47:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2022 17:53:57 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2022 13:12:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2022 12:47:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2022 09:16:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Snarloas]

Same problem i had in the last two weeks with the hub 4. Got a new one today and mine is now stable. Hub 4 is a piece of junk. Im on my third one now

[robjonaldo]

Thanks - I am on Hub 3.0. It was working fine for months and all of a sudden this.

I will add that the hub lights stay the same during a drop out - just the regular whiteish light on display.

30 seconds to 1 minuite later its back to normal for a bit before doing it again

[robjonaldo]

Do I need to bump this ? Does anyone know if there is a timescale for the VM team to respond on here?

apologies if it’s in some sort of queue system but I’ve still not heard back from the contact centre and the dropouts are plaguing me. 

[Martin_N]

Hi robjonaldo,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you've been having with your broadband service. 

I have taken a look on our side and it looks as though you have been able to speak with the team regarding this. 

Has this now been resolved for you?

^Martin

[robjonaldo]

Hi Martin. 

I finally got a tech visit booked in yesterday. 

They are coming on Tuesday afternoon so fingers crossed they can do something. 

Rob

[Paul_DN]

Hi robjonaldo,

Thank you for reaching back out to us, glad to hear you have been able to arrange a technician,  To view or amend the appointment sign in to your Online Account, once you log in scroll down to Orders & appointments then click on View your orders. 
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 
Lets us know how the appointment goes.
Regards
Paul.

[robjonaldo]

Hi there.

The technician visited yesterday on 08/10/2022

He replaced the cables from the wall to the rotuer inside the house and fitted a new isolator. He replaced two corroded connections one outside the house where the incoming cable joins and one in the cabinet. He said the rest of the cabinet looked fine (not anywhere near overloaded) and the noise appeared to have dissapeared.

Last night the connection seemed better however today I have experienced three drop outs this morning again.

 Here is my BQM for today.

3pm yesterday - technician working
You can see the connection has improved compared to what is was before the technician came at 2pm.
Still appears to be noise on the line more than normal and today two drop outs around 8am and a third 11:30 am.

A friend of mine lives two streets away on the same VM package (albeit probably different cabinet etc) and his BQM is much much flatter and quieter than mine.

I was really hoping this was fixed but it seems something is still wrong here. Please can you advise of the next steps as this is affecting my work, tv streaming and gaming time.

Rob

[robjonaldo]