Connection dropping out intermittently

[Singh619]

Hi, my VM connection keeps dropping out intermittently, I've run the diagnostics which shows service is fine in the area, and all it does is reboot my router.

I've rebooted my router and hard-reset it with the pin, but issue still present.

Called up customer services, who told me to reset the router, then do a hard-reset. Then said they will call me back next week to see on the issue? 

Is there any team that could actually sort this out, rather than just a services of reboots and resets, and waiting around for days on end?

[John_GS]

Hi Singh619

Thanks for posting and welcome to the community. Apologies for the connection issues. 

I'll be able to PM you as we need a tech for the upstream levels 🙂

Best,

[John_GS]

Thanks for joining me on PM Singh619

Just to update the thread, the engineer visit was booked in.

This can be tracked and/or altered, in your online account 

Let us know how the visit goes.

[Singh619]

Hi, thanks.
Tech came out today, did something down the road at the cabinet and put some sort of adapter on the cable to the router. new status is

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 139000000 Locked
Ranged Upstream Channel (Hz) 32600000 Locked
Provisioning State Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 2 40 256 qam 1
2 147000000 2 40 256 qam 2
3 155000000 1.7 40 256 qam 3
4 163000000 1.2 40 256 qam 4
5 171000000 1.2 40 256 qam 5
6 179000000 0.5 40 256 qam 6
7 187000000 0.4 40 256 qam 7
8 195000000 -0.2 40 256 qam 8
9 203000000 -0.5 40 256 qam 9
10 211000000 -0.7 40 256 qam 10
11 219000000 -1 40 256 qam 11
12 227000000 -1.5 40 256 qam 12
13 235000000 -1.9 40 256 qam 13
14 243000000 -1.7 40 256 qam 14
15 251000000 -2.4 40 256 qam 15
16 259000000 -2.2 40 256 qam 16
17 267000000 -2.2 40 256 qam 17
18 275000000 -2.5 40 256 qam 18
19 283000000 -2.5 40 256 qam 19
20 291000000 -2.7 38 256 qam 20
21 299000000 -2.2 38 256 qam 21
22 307000000 -2.5 40 256 qam 22
23 315000000 -2.7 38 256 qam 23
24 323000000 -2.9 38 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 1733 13100
2 Locked 40.3 619 17226
3 Locked 40.3 1501 14724
4 Locked 40.3 1810 14730
5 Locked 40.3 2269 16528
6 Locked 40.3 1483 11626
7 Locked 40.9 1392 15546
8 Locked 40.3 1824 12620
9 Locked 40.3 1387 14745
10 Locked 40.3 1162 11312
11 Locked 40.3 1653 11323
12 Locked 40.3 4185 15108
13 Locked 40.3 8344 13720
14 Locked 40.9 3121 15121
15 Locked 40.3 3597 17295
16 Locked 40.3 3491 21718
17 Locked 40.9 5955 20770
18 Locked 40.3 5341 11081
19 Locked 40.3 9070 17835
20 Locked 38.9 8383 21309
21 Locked 38.9 2872 9285
22 Locked 40.3 2682 10134
23 Locked 38.9 3595 14186
24 Locked 38.9 2847 9209


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 50.8 5120 64 qam 5
2 39400000 51 5120 64 qam 4
3 46200000 51 5120 64 qam 3
4 25800000 50.8 5120 64 qam 6

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 3 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 0 0


General Configuration
Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode Docsis30
Config file cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow
SFID 100484
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 100483
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


Network Log
Time Priority Description
16/09/2021 08:25:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 08:24:52 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 08:24:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 08:24:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 08:24:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 08:14:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 08:14:13 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 08:12:42 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 08:12:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 08:12:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 08:12:36 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 21:17:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:27:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 05:57:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 04:18:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 23:01:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 19:13:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 16:49:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 11:35:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 11:31:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


does this look better?

[lotharmat]

The tech left the connection like that???

U/S is too high! - D/S the power spread looks (to me) to be too wide and you still have loads of PostRS errors!

You need the tech visit back to do what ever they did properly!

[Singh619]

thanks for the quick reply. How do I get the tech back?

[John_GS]

Hi @Singh619

Please don't send a PM unless asked, this is against the forum rules.

Can I ask, what issues are ongoing please?

Kind regards,

[lotharmat]

I'd wager it it is as the thread title suggests - Connection Dropping out Intermittently.

Probably caused noise ingress so the channels can't be maintained and thus dropped.

What's more impressive is that the Tech left the U/S power right at the top of spec (2 on 51dBmV) and a 5 dBmV spread of power on the downstream

That is asking for trouble in the form of dropped connections)

[Singh619]

Thanks lotharmat for the explanation, indeed having dropouts still.

@John_Cs how do I get the tech out to sort it out properly?

[lotharmat]

If I could flag this for VM to respond - I would!

[Natalie_L]

Hi Singh619, 

Thank you for getting back in touch and apologies for the delay. 

I am sorry to hear that you were still experiencing issues last week. 

I have ran a quick check from our side and the live report is showing that the power levels are now running within specification. 

How has the service been over the weekend and how is it today please? 

Thank you