Constantly intermittent wifi

[fordxman5]

Hi, I have had an engineer come by and change some wires but I still have the problem of intermittent wifi; the wifi slows down, the router reboots and at first displays red wifi lights, then 3 green lights. It then starts after a couple of minutes.

This is on all devices, over wifi, and happens approximately 10-15 times a day at this point. 

A principle engineer will be visiting, but this required a lot of talking as everyone on the call centres claims there is no fault. 

Here are my logs:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1b530d3fcbd447b1ff6d4df9abee08a3b1cd83a7

[Zoie_P]

Hi Fordxman5,

Thanks for getting back to us, I am sorry to hear you are having issues and the replacement or re-pull did not help.

What did the tech advise when he was there for the visit?
Zoie

[fordxman5]

No engineers were able to find any problem, apart from 1, who said the main cables looked damaged through the manhole, which I believe were replaced as well.

Here are my recent logs if these would help
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 45.5 5120 64 qam 1
2 46200000 46 5120 64 qam 3
3 39400000 47 5120 64 qam 4
4 53700000 45.8 5120 64 qam 2


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

Network Log
Time Priority Description
24/07/2021 13:42:6 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:43:20 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:40:50 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:40:45 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:40:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:40:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:36:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:36:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:36:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:36:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:36:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:36:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:28:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:28:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:28:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:28:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:28:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:28:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2021 08:28:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 7.5 38 256 qam 1
2 147000000 7.5 38 256 qam 2
3 155000000 8 38 256 qam 3
4 163000000 7.6 38 256 qam 4
5 171000000 8.1 38 256 qam 5
6 179000000 7.9 38 256 qam 6
7 187000000 7.8 38 256 qam 7
8 195000000 7.9 38 256 qam 8
9 203000000 7.5 38 256 qam 9
10 211000000 7.5 38 256 qam 10
11 219000000 7.3 38 256 qam 11
12 227000000 7.5 38 256 qam 12
13 235000000 7.3 38 256 qam 13
14 243000000 7 38 256 qam 14
15 251000000 7 38 256 qam 15
16 259000000 7 38 256 qam 16
17 267000000 7 38 256 qam 17
18 275000000 6.8 38 256 qam 18
19 283000000 7 38 256 qam 19
20 291000000 6.8 38 256 qam 20
21 299000000 6.6 38 256 qam 21
22 307000000 6.5 38 256 qam 22
23 315000000 6.9 38 256 qam 23
24 323000000 7 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 4 0
2 Locked 38.6 8 0
3 Locked 38.6 6 0
4 Locked 38.9 14 0
5 Locked 38.9 21 0
6 Locked 38.6 18 0
7 Locked 38.6 16 0
8 Locked 38.6 10 0
9 Locked 38.9 5 0
10 Locked 38.6 7 0
11 Locked 38.6 5 0
12 Locked 38.9 6 0
13 Locked 38.6 5 0
14 Locked 38.9 7 0
15 Locked 38.9 4 0
16 Locked 38.6 10 0
17 Locked 38.9 5 0
18 Locked 38.9 5 0
19 Locked 38.9 4 0
20 Locked 38.6 6 0
21 Locked 38.6 6 0
22 Locked 38.9 7 0
23 Locked 38.9 5 0
24 Locked 38.9 3 0

[Zoie_P]

Thanks,

I have checked your account it all looks okay, and I checked the latency in the area and there are no issues there either. 

Is the service intermittent and unusable? Your BQM suggests that it lost connection to the hub, have you set up a new one with your hub replacement?

Has any of your tech visits helped the service at all?
Zoie

[legacy1]

If its just wifi then look at getting your own better wireless router with 1Gb ports and put the hub in modem mode.

[legacy1]

If its just wifi then look at getting your own better wireless router with 1Gb ports and put the hub in modem mode.

[fordxman5]

The bqm is the second one on the first page; setup after the router change. I'll relink it for you here.

Nothing has helped my service

[Jodi_S]

Hi fordxman5,

Thanks for posting your BQM. Unfortunately upon checking your account just now, you are being affected by an area fault currently until 3pm this afternoon.  

Due to this we are unbale to carry out further checks until issues has been resolved. I have raised a fault ticket on your account relating to this issue.

Please can we ask if you could kindly come back to us after 3pm this afternoon and we can continue diagnostics and take from there. 

Kind regards Jodi. 

[fordxman5]

Has this fault been around for 40 days?

[Jodi_S]

Thanks for coming back to us fordxman5.

We appreciate you need this issue addressing and we certainly will for you, however until this area fault has been resolved today, it will not let us carry out any further diagnostics on your account.

Unfortunately the system thinks that you are being affected by this issue not an individual fault.

If you are able to wait until the estimated fix time of 3pm today, we will happily investigate the issue for you. 

Kind regards Jodi. 

[fordxman5]

Just went out again, problem not fixed 😀