Drop out

[Sooty4160]

Keep getting network drop outs.

Log as below:

Network Log

Time Priority Description

07/11/2021 10:16:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 10:10:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 10:06:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 10:05:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 10:05:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 09:35:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 09:31:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 07:23:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 07:22:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 07:22:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 14:21:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 13:54:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 13:54:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 13:54:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 13:54:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 13:50:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 13:50:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 13:41:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 13:41:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 13:35:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Refresh data

Downstream bonded channels

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

1	226750000	3.7	38	256 qam	12
2	218750000	4	40	256 qam	11
3	234750000	3.5	38	256 qam	13
4	242750000	3.5	38	256 qam	14
5	250750000	3.5	40	256 qam	15
6	258750000	3.5	40	256 qam	16
7	266750000	3.7	40	256 qam	17
8	274750000	3.5	40	256 qam	18
9	282750000	3.5	40	256 qam	19
10	290750000	3.5	38	256 qam	20
11	298750000	3.4	38	256 qam	21
12	306750000	3.2	40	256 qam	22
13	314750000	3.4	40	256 qam	23
14	322750000	3.5	38	256 qam	24
15	330750000	3.5	40	256 qam	25
16	338750000	3.9	40	256 qam	26
17	346750000	3.9	40	256 qam	27
18	354750000	4	38	256 qam	28
19	362750000	4.1	40	256 qam	29
20	370750000	4.4	40	256 qam	30
21	378750000	4.5	38	256 qam	31
22	386750000	4.3	38	256 qam	32
23	394750000	4.6	40	256 qam	33
24	402750000	4.5	40	256 qam	34

Downstream bonded channels

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

1	Locked	38.9	3698265	1398299
2	Locked	40.3	4744582	280697
3	Locked	38.9	3995905	1410486
4	Locked	38.9	4586524	243230
5	Locked	40.3	3616261	27207
6	Locked	40.3	3978337	457021
7	Locked	40.3	3560623	1467125
8	Locked	40.3	4049340	1049379
9	Locked	40.3	2919021	79393
10	Locked	38.9	3102784	69686
11	Locked	38.9	2652712	756337
12	Locked	40.3	2608891	554617
13	Locked	40.3	2125429	20163
14	Locked	38.9	2228241	136462
15	Locked	40.3	1580405	30012
16	Locked	40.3	951753	4355
17	Locked	40.3	980165	5141
18	Locked	38.9	936925	4687
19	Locked	40.9	999286	3636
20	Locked	40.3	1337362	22848
21	Locked	38.9	1336631	27230
22	Locked	38.9	662029	2386
23	Locked	40.3	356629	2181
24	Locked	40.3	264452	1916

Had engineer out and forced to swap out Hub 3. No change. 

Please help

[Sooty4160]

My Hub 3 has just rebooted itself at 10:08hrs.

Network log:

08/11/2021 10:08:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 10:06:19	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;
08/11/2021 10:04:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 10:02:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 10:01:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:56:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:54:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:54:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:20:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:20:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:20:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:20:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:18:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:18:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:15:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 09:13:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 08:45:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 06:03:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 06:02:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2021 06:02:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	Locked	38.9	88	137
2	Locked	40.3	35	76
3	Locked	38.9	80	77
4	Locked	38.9	31	77
5	Locked	40.3	26	76
6	Locked	40.3	42	84
7	Locked	40.3	117	79
8	Locked	38.9	53	90
9	Locked	40.3	17	76
10	Locked	38.9	22	72
11	Locked	38.9	48	74
12	Locked	40.3	32	75
13	Locked	38.9	26	71
14	Locked	38.9	23	77
15	Locked	38.9	25	66
16	Locked	38.9	23	70
17	Locked	38.9	19	70
18	Locked	39.8	16	62
19	Locked	38.9	29	63
20	Locked	40.3	24	65
21	Locked	38.9	21	60
22	Locked	38.9	13	63
23	Locked	40.3	21	52
24	Locked	40.3	20	48

This is now beyond a joke

[Akua_A]

Hi @Sooty4160

Welcome back to our community forums and sorry to hear you are having dropouts with your service.

I have been able to access your account using forum details to further look into this for you. It seems that your upstream power levels are out of sync and may be causing this issue. In this case, are you happy for me to proceed with another technician appointment so we can address this? If so I have sent you a private message regarding this. Please provide a response when you can.

Thanks,

[Sooty4160]

Hi Akua_A,

I have replied to your PM.

I have only had 2 drop outs recently, 11:18 yesterday morning and 07:46 this morning.

It seems strange that the drop outs have suddenly stopped with no interaction from VM.

[Akua_A · Accepted solution]

I have booked this date for you @Sooty4160.

You can check the confirmation of this in your my VM account under the tab "Upcoming Orders and Appointments". You can also amend the date and time there. I have also added notes that this issue has been ongoing and that you have had a hub replacement already. 

Is there anything else you need help with today?

[Sooty4160]

@Akua_A,

Thank you very much for your help.

[Sooty4160]

Well, had a VM engineer come out to me this morning.

He agreed that the connection was bad and renewed all the "F" type connectors from the outside box through to the router.

Also renewed the filter at the box on the inside of my wall. He commented that the connection in the outside box was rusty.

(why didn't the previous engineer pick this up?).

Anyway after confirming all was in scope he contacted the network team who stated that there was a big issue with a cabinet about 1/2 mile upstream from the cabinet that I am connected to and there had been lots of reports of dropped connections.

That team are working on it now, but my link has been fairly clean since this last visit.

Hat off to that engineer who did a fantastic and thorough job.

Just wish all the VM engineers were the same.

[Paul_DN]

Hi Sooty4160,

Thank you for reaching back out to us and for the update really glad to hear the technician who recently attended has made a difference by making sure all your connections are replaced including one which was rusty outside, we are sorry this wasn't picked up by the previous engineer, in regards to the network issue involving the cabinet down the road this will be fixed ASAP ands will make further improvements to your connection.

If you have any further queries or need any further help please do not hesitate to reach back out?

Regards

Paul.