Connection issues

[TiPs1]

I have been having connection issues for the past few days but today has been extremely bad. Starting at around 8pm.

I had this issue a few weeks back which was posted on the forums in the gaming section which turned out to be my neighbour sharing our cable which resulted in them having to get a repull and their own cable installed which fixed my issues but here we are a few weeks later and the connection is even worse with the connection dropping every few minutes. I have checked the website and called the 0800 fault number and no issues reported in area.

I started a new BQM a few days ago to monitor the connection which has been showing random packet losses but just now its going crazy. Any help would be appreicated. I have already pin hole reset the router yesterday.

09/03/2024 (BQM)

08/03/2024 (BQM)

[TiPs1]

Noticed on the forums in the past people mentioning Pingplotter. 

Also soon as I posted the last log it dropped typical but here is the log

Network Log

Time Priority Description

14-03-2024 09:28:20	notice	GUI Login Status - Login Success from LAN interface
14-03-2024 09:25:46	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:46	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:46	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: 1 2 4; New Profile: 3 4.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:34	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:34	warning	Dynamic Range Window violation
14-03-2024 09:25:33	warning	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:33	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:33	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:32	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:29	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:26	warning	Dynamic Range Window violation
14-03-2024 09:25:26	warning	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:26	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:26	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:19	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:15	warning	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:15	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:12	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:25:09	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:23:57	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:23:57	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-03-2024 09:12:51	notice	GUI Login Status - Login Success from LAN interface

[TiPs1]

[legacy1]

Do the T# Timeouts show anything when you get packet loss?

[TiPs1]

Edit: With the packet loss this morning its only showing 1 T3 timeout so far. 

I have just checked the downstream channels again and they are showing High number Post RS errors and also loads of uncorrectable errors.

3.0 Downstream channels

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

1	Locked	41	48	4691
2	Locked	40	1720	23193
3	Locked	40	3258	52984
4	Locked	40	3739	59873
5	Locked	40	3519	105514
6	Locked	41	3440	51620
7	Locked	40	4105	91427
8	Locked	41	3611	97989
9	Locked	41	3754	74447
10	Locked	41	4275	162494
11	Locked	41	3942	100369
12	Locked	41	4145	148551
13	Locked	41	6513	160148
14	Locked	41	6514	173438
15	Locked	41	6223	108081
16	Locked	41	11568	176217
17	Locked	41	5876	166749
18	Locked	41	8510	191757
19	Locked	41	9797	194702
20	Locked	41	8901	74834
21	Locked	41	19859	71500
22	Locked	41	15015	182648
23	Locked	41	22268	127802
24	Locked	41	11396	83262
25	Locked	41	14623	77360
26	Locked	41	40276	190968
27	Locked	41	41161	116324
28	Locked	41	7307	30938
29	Locked	41	10160	26309
30	Locked	41	51954	184772
31	Locked	41	32795	133932
32	Locked	41	23007	39726

3.1 Downstream channels

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

159

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)

159

Locked

42

3.4

1417092926

79399

[TiPs1]

Would it be possible a damaged cable outside could be causing these issues? I feel the contractors may have damaged my cable while they were putting the neighbours cable in as the hatch on the ground is right outside my driveway and I believe the cables run along the fence.

[legacy1]

yes might be that your 1st hop to VM network shows packet loss meaning the Docsis link is not good

[jpeg1]

That's perfectly possible, yes. Cable faults are a common cause of noise ingress. You need to check your internal connections, but if they are secure you are going to need a technician visit to check to external installation 

[TiPs1]

Thanks for the comments. I just called back up and they have booked an "Specialist Tech" to come on Monday. I could hardly understand them and they could hardly understand me so yeah no doubt tech will be clueless when they turn up 

[jpeg1]

Make sure you show them the downstream error data, just in case they don't think to check it.