Constant dropouts

[GoRedSox]

Hi All

Am back with the same problem as before; constant dropouts. Not good for my blood pressure when I am wfh and trying to get some work done!

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	235000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	2.4E+08	2.4	38	256 qam	13
2	2.4E+08	1.9	38	256 qam	14
3	2.5E+08	3.5	38	256 qam	15
4	2.6E+08	4.4	38	256 qam	16
5	2.7E+08	2.5	38	256 qam	17
6	2.8E+08	1.7	38	256 qam	18
7	2.8E+08	4	38	256 qam	19
8	2.9E+08	3.7	38	256 qam	20
9	3E+08	2.2	38	256 qam	21
10	3.1E+08	2	38	256 qam	22
11	3.2E+08	3.2	38	256 qam	23
12	3.2E+08	3	38	256 qam	24
13	3.3E+08	1	37	256 qam	25
14	3.4E+08	0.5	37	256 qam	26
15	3.5E+08	2.2	37	256 qam	27
16	3.6E+08	1.9	38	256 qam	28
17	3.6E+08	0.5	37	256 qam	29
18	3.7E+08	0.9	37	256 qam	30
19	3.8E+08	1.2	38	256 qam	31
20	3.9E+08	0.7	38	256 qam	32
21	4E+08	0.7	38	256 qam	33
22	4E+08	0.2	38	256 qam	34
23	4.1E+08	0.5	37	256 qam	35
24	4.2E+08	0.7	38	256 qam	36
Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	200732	795882
2	Locked	38.6	192628	970311
3	Locked	38.6	169325	62297
4	Locked	38.9	45582	18
5	Locked	38.6	71487	5910
6	Locked	38.6	73261	105
7	Locked	38.9	52352	24
8	Locked	38.6	50174	71
9	Locked	38.9	97456	2019
10	Locked	38.6	162980	72215
11	Locked	38.9	32459	0
12	Locked	38.6	30734	1
13	Locked	37.6	52709	15
14	Locked	37.3	46000	8
15	Locked	37.6	19062	0
16	Locked	38.6	34965	14
17	Locked	37.6	102884	142
18	Locked	37.6	24711	1
19	Locked	38.6	28221	4
20	Locked	38.9	24533	1380
21	Locked	38.6	30618	4
22	Locked	38.6	24464	1
23	Locked	37.6	17335	0
24	Locked	38.6	21832	0

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	6E+07	45.3	5120	64 qam	1
2	3.9E+07	44.8	5120	64 qam	4
3	4.6E+07	44.5	5120	64 qam	3
4	5.4E+07	45	5120	64 qam	2
Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	5	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	3	0

25/04/2022 13:12	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:11	notice	LAN login Success;CM-MAC=;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:10	critical	SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:10	notice	LAN login Success;CM-MAC=;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:08	critical	SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:08	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:06	critical	SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:05	Warning!	RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:05	critical	SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:04	Warning!	RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:01	critical	SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:01	Warning!	RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:01	critical	SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:01	Warning!	RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:01	critical	SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:01	Warning!	RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:01	critical	SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:00	Warning!	RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:00	critical	SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:00	Warning!	RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Have you got a BQM running?

And are there any "known" faults?

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers - or just you.

[GoRedSox]

Hi All

I have had work done in the front garden and can see the cable is damaged but not fully cut. Looks like the cable was not a spade-and-a-half below the surface as I would expect.

How do I book an eng for inspection and replacement of cable to house?

[japitts]

All tech visits are booked by the same means - by calling into faults (150 from a VM phone, or 0345 4541111 from any other phone) or by waiting here for staff to respond.

Could you post up some photos of your damage? It may well help, and certainly won't hinder.

[Tom_W1 · Accepted solution]

Hi @GoRedSox, thanks for you post here in the community although I'm sorry to hear of your concerns raised.

Please allow me to send you a PM to discuss this further and respond directly when you can, so I can help to get this sorted for you!

Many thanks