Constant short duration drop outs

[ShineyT]

Hi all,

After some help as have been having issues for about 3-4 weeks now with our connection.

The connection has been dropping out for 10-20 seconds, multiple times a day, sometimes as many as 50+ in a day. All devices lose connection, ethernet or WiFi. The connection usually restores within the 10-20 seconds, then everything reconnects. Another disconnect can sometimes happen inside 5 minutes, sometimes takes 30 minutes but they are constant all times of day and all days of the week.

For the first 1.5 weeks we were experiencing issues, there was an area fault in our postcode. After that 1.5 weeks, the area fault was showing as fixed but our issues continued. The start of our issues lined up with the start of the area fault.

Since then, I have called the call centre and they have ran their various tests and found no issues - usually because when the connection is up it's perfectly fine. An engineer visited us on Monday and ran tests outside the property and found some "odd signals" on the exchange but nothing to be concerned about. We have nowhere to go now, the issue is ongoing and have been told by engineer nothing more they can do. Spoke to call centre again today and was given the same message - they cannot see any faults therefore nothing more to be done. No more engineer visits are possible as one attended and found no issue.

Reaching out here as my last resort really.

Hardware background in case important - We have a Hub 4 and BT Home Hub mesh. The Hub 4 is used in normal mode with the WiFi channel off so I can make use of the ethernet ports. The WiFi is all handled by the BT mesh.

If any extra info needed let me know!

[Adduxi]

Post your power levels and network log from the Hub for comment.

Also setup a BQM here  www.thinkbroadband.com/ping

[ShineyT]

Have set up the monitoring.

Power levels and log:

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

25	331000000	0.6	38.6	QAM256	25
1	139000000	3.7	39	QAM256	1
2	147000000	3.3	38.6	QAM256	2
3	155000000	3	39	QAM256	3
4	163000000	2.6	38.6	QAM256	4
5	171000000	2.4	39	QAM256	5
6	179000000	2.1	38.6	QAM256	6
7	187000000	2	39	QAM256	7
8	195000000	1.8	39	QAM256	8
9	203000000	1.7	38.6	QAM256	9
10	211000000	1.5	39	QAM256	10
11	219000000	1.4	39	QAM256	11
12	227000000	1.2	38.6	QAM256	12
13	235000000	0.8	39	QAM256	13
14	243000000	0.4	39	QAM256	14
15	251000000	-0.2	38.6	QAM256	15
16	259000000	-0.4	38.6	QAM256	16
17	267000000	0.5	38.6	QAM256	17
18	275000000	1.1	39	QAM256	18
19	283000000	1	39	QAM256	19
20	291000000	1	39	QAM256	20
21	299000000	0.9	39	QAM256	21
22	307000000	0.7	39	QAM256	22
23	315000000	0.5	38.6	QAM256	23
24	323000000	0.5	38.6	QAM256	24
26	339000000	0.5	38.6	QAM256	26
27	347000000	0.6	39	QAM256	27
28	355000000	0.5	38.6	QAM256	28
29	363000000	0.5	39	QAM256	29
30	371000000	0.5	39	QAM256	30
31	379000000	0.3	39	QAM256	31

3.0 Downstream channels

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

25	Locked	38.605377	0	0
1	Locked	38.983261	0	0
2	Locked	38.605377	0	0
3	Locked	38.983261	0	0
4	Locked	38.605377	0	0
5	Locked	38.983261	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.605377	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.605377	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.983261	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

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

159

96

4K

1840

QAM4096

759

[ShineyT]

3.0 Upstream channels

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

1	43100000	47	5120 KSym/sec	QAM64	10
2	23600000	46.5	5120 KSym/sec	QAM64	13
3	30100000	47	5120 KSym/sec	QAM64	12
4	36600000	47	5120 KSym/sec	QAM64	11
5	49600000	47.5	5120 KSym/sec	QAM64	9

3.0 Upstream 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	0	0
5	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10.0

43.5

2K

QAM32

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

53.9

0

0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	kfoA,.iyewrkldJKDHSUBsgvca698

Primary Downstream Service Flow

SFID	1090
Max Traffic Rate	575000085
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	1089
Max Traffic Rate	55000085
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[ShineyT]

Network Log

Time Priority Description

Sat 15/07/2023 14:34:55	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 14:34:55	5	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;
Sat 15/07/2023 14:21:12	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 14:21:12	5	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;
Sat 15/07/2023 14:20:53	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 12:36:48	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 12:36:48	5	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;
Sat 15/07/2023 10:06:35	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 09:50:05	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 09:36:41	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 09:36:41	5	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;
Sat 15/07/2023 08:06:34	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 08:06:34	5	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;
Sat 15/07/2023 07:51:32	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 07:45:16	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 07:45:15	5	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;
Sat 15/07/2023 07:36:47	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 07:36:47	5	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;
Sat 15/07/2023 01:11:26	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 01:11:26	5	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;
Sat 15/07/2023 00:40:53	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 00:40:53	5	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;
Sat 15/07/2023 00:40:29	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 00:40:29	5	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;
Sat 15/07/2023 00:36:32	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/07/2023 00:36:32	5	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;
Fri 14/07/2023 22:36:38	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 22:36:38	5	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;
Fri 14/07/2023 21:06:28	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 21:06:28	5	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;
Fri 14/07/2023 20:56:59	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 20:56:58	5	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;
Fri 14/07/2023 20:36:33	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 20:04:20	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 19:06:24	5	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;
Fri 14/07/2023 15:35:49	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 15:10:03	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 15:10:03	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 14:36:26	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 14:36:26	5	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;
Fri 14/07/2023 12:36:29	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 12:26:24	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 07:06:16	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 06:36:25	5	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;
Fri 14/07/2023 05:09:47	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 03:36:18	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 03:36:17	5	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;
Fri 14/07/2023 01:08:18	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/07/2023 01:08:18	5	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;
Thu 13/07/2023 23:06:02	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[ShineyT]

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

0.1

161909549

0

Missed this one off, apologies

[Adduxi]

Well everything looks okay AFAICS, so let's see what the BQM shows?   However I did note your comment about something not right "outside", so if there is an area fault, VM will not do anything until this is fixed.  Also note the Hub 4 is the only Hub with a fan, so it might be a good idea to "blow it out" with a can of compressed air when switched off.  Just a bit of housekeeping on the unit. 

[ShineyT]

Ok, how long should I run the monitoring for?

There is no area fault showing in the service checker. As I say, there was a few weeks back that coincided with the fault starting but was "fixed" 2 weeks ago now. My issues have continued.

I have given the hub a blow out with some compressed air. Was some small amount of dust but nothing serious.

[jbrennand]

Run the BQM 24/7 - data is stored on their server - there is no impact on any activities you may have and its a good historical record

[ShineyT]

Yeah fine to run it for however long is needed, but how long to provide some useful data for working out what the issue is? A day or two?