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kiemnguyen189
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Daily Broadband Dropouts

Hi all,

I have been experiencing extremely intermittent broadband issues for a few months now. I have had engineers visit 4 times in the past, however the issue still is not fixed. I have had an engineer install a signal booster connected to my SHub 3, replace my old router (which was apparently a refurbished SHub 3) with a completely new one, change the wiring to my apartment in the street cabinet to the very top connection. I still am getting these daily dropouts. All of the engineers have said they will "talk to their managers about this strange issue" however I still have not had anyone look into this, nor has anyone contacted me about this issue.

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kiemnguyen189
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Re: Daily Broadband Dropouts

Here are some logs:

Downstream bonded channels

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

1202750000-1.735256 qam9
2138750000-4.535256 qam1
3146750000-4.235256 qam2
4154750000-4.235256 qam3
5162750000-3.735256 qam4
6170750000-3.535256 qam5
7178750000-335256 qam6
8186750000-2.435256 qam7
9194750000-2.235256 qam8
10210750000-1.535256 qam10
11218750000-1.235256 qam11
12226750000-1.235256 qam12
13234750000-0.935256 qam13
14242750000-0.935256 qam14
15250750000-0.535256 qam15
16258750000-0.535256 qam16
17266750000-0.235256 qam17
18274750000-0.235256 qam18
19282750000-0.235256 qam19
20290750000-0.235256 qam20
21298750000-0.235256 qam21
22306750000-0.735256 qam22
23314750000-0.535256 qam23
24322750000-0.235256 qam24

Downstream bonded channels

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

1Locked36.68193046194
2Locked37.36671470946
3Locked36.36688869739
4Locked36.66949767726
5Locked36.67159565140
6Locked36.37741163673
7Locked36.37805261136
8Locked35.77936756711
9Locked36.37973152242
10Locked35.78395340944
11Locked35.78617636414
12Locked35.58980332143
13Locked35.78963524787
14Locked35.79504021046
15Locked35.79295115667
16Locked35.78948711441
17Locked35.7902328545
18Locked35.5891925855
19Locked35.7898014434
20Locked35.7940173536
21Locked35.5926182454
22Locked35.7840121340
23Locked35.780803709
24Locked36.371161178

 

Upstream Bonded Channels

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

13940000050.8512064 qam6
23260000050.8512064 qam7
34620000050.8512064 qam5
42580000048.3512064 qam8

 

Upstream Bonded Channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA00480

 

Network Log (MAC addresses omitted)

Time Priority Description

29/04/2021 23:31:30criticalNo Ranging Response received - T3 time-out;
29/04/2021 23:30:18criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
29/04/2021 23:26:5criticalNo Ranging Response received - T3 time-out;
29/04/2021 23:25:23Warning!RCS Partial Service;
29/04/2021 23:23:13criticalNo Ranging Response received - T3 time-out;
29/04/2021 23:22:10criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
29/04/2021 23:18:57Warning!RCS Partial Service;
29/04/2021 23:18:9criticalNo Ranging Response received - T3 time-out;
29/04/2021 23:10:55Warning!RCS Partial Service;
29/04/2021 23:00:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
29/04/2021 22:57:20Warning!RCS Partial Service;
29/04/2021 22:56:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
29/04/2021 22:56:52criticalSYNC Timing Synchronization failure - Loss of Sync;
29/04/2021 22:56:51criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
29/04/2021 22:56:27Warning!RCS Partial Service;
29/04/2021 22:52:51criticalNo Ranging Response received - T3 time-out;
29/04/2021 22:52:29criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;
29/04/2021 22:52:29criticalRanging Request Retries exhausted;
29/04/2021 22:52:3criticalNo Ranging Response received - T3 time-out;
29/04/2021 22:52:3criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;
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jbrennand
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Re: Daily Broadband Dropouts

Logs look poor - reflecting multiple T3 errors on Up channel 4.

Down RS errors are a worry, switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

See if the Up T3 errors have continued to increase

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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kiemnguyen189
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Re: Daily Broadband Dropouts

I've turned off the router, unplugged it for 5 mins then turned it back on. I'm still getting the dropouts.

Logs:

Downstream bonded channels

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

12027500000.935256 qam9
21387500000.436256 qam1
31467500000.236256 qam2
4154750000036256 qam3
51627500000.436256 qam4
61707500000.435256 qam5
71787500000.535256 qam6
81867500000.735256 qam7
91947500000.736256 qam8
10210750000135256 qam10
112187500001.235256 qam11
122267500001.235256 qam12
132347500001.235256 qam13
142427500001.235256 qam14
152507500001.435256 qam15
162587500001.435256 qam16
172667500001.535256 qam17
182747500001.435256 qam18
192827500001.435256 qam19
202907500001.235256 qam20
212987500001.235256 qam21
223067500000.535256 qam22
233147500000.735256 qam23
24322750000136256 qam24


Downstream bonded channels

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

1Locked35.7270
2Locked37.3310
3Locked36.680
4Locked36.6190
5Locked36.3110
6Locked35.7290
7Locked35.7360
8Locked35.7530
9Locked35.7450
10Locked35.7500
11Locked35.5420
12Locked35.5650
13Locked35.5550
14Locked35.5730
15Locked35.7460
16Locked35.5400
17Locked35.7410
18Locked35.7530
19Locked35.7830
20Locked35.5690
21Locked35.71080
22Locked35.7880
23Locked35.7660
24Locked35.5590

Upstream bonded channels

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

13940000048512064 qam6
23260000047.5512064 qam7
32580000046.8512064 qam8
44620000048.8512064 qam5


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description

30/04/2021 13:42:23criticalNo Ranging Response received - T3 time-out;
30/04/2021 13:41:59criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;
30/04/2021 13:41:59criticalRanging Request Retries exhausted;
30/04/2021 13:41:48Warning!RCS Partial Service;
30/04/2021 13:41:45criticalNo Ranging Response received - T3 time-out;
30/04/2021 13:41:44Warning!RCS Partial Service;
30/04/2021 13:41:21criticalNo Ranging Response received - T3 time-out;
30/04/2021 13:41:21Warning!RCS Partial Service;
30/04/2021 13:41:15criticalNo Ranging Response received - T3 time-out;
30/04/2021 13:41:12Warning!RCS Partial Service;
30/04/2021 13:41:7criticalNo Ranging Response received - T3 time-out;
30/04/2021 13:41:3Warning!RCS Partial Service;
30/04/2021 13:41:2criticalNo Ranging Response received - T3 time-out;
30/04/2021 13:41:1Warning!RCS Partial Service;
30/04/2021 13:40:58criticalNo Ranging Response received - T3 time-out;
30/04/2021 13:40:52Warning!RCS Partial Service;
30/04/2021 13:40:46criticalNo Ranging Response received - T3 time-out;
30/04/2021 13:39:46Warning!RCS Partial Service;
30/04/2021 13:39:46Warning!Lost MDD Timeout;
30/04/2021 12:04:22Warning!RCS Partial Service;

 

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jbrennand
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Re: Daily Broadband Dropouts

OK - beats me - I will flag for VM to come here and comment soon

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Natalie_L
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Re: Daily Broadband Dropouts

Hi kiemnguen189

 

Welcome to the Community and thank you for posting. 

 

I am very sorry to hear of the issues you have been experiencing with the service and that is has not been resolved on previous attempts.. 

 

I am going to need to take a closer look from our side so I am going to pop you over a private message and this will be available via the purple envelope on the top right of this page. 

 

Speak soon, 

 

 

Nat
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kiemnguyen189
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Re: Daily Broadband Dropouts

Sorry to be impatient but when will I get some help? I have replied the the PM a few days ago.

These are my BQM for the last few days. This has been happening for the last few months. This is getting extremely frustrating.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ed10cb025f7f40fd2dfd3f542e6e92d43bf83458-30-04-2021
https://www.thinkbroadband.com/broadband/monitoring/quality/share/1a9501b6743322ccd68fd614dc0ec9f3f65e9957-01-05-2021
https://www.thinkbroadband.com/broadband/monitoring/quality/share/3f634eb4bc44451d22aa44530ce9e8a5751cde85-02-05-2021

 You can see how often the broadband just dies at such random times during the day.

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jbrennand
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Re: Daily Broadband Dropouts

@Natalie_L

Can you help?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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