Community FAQ
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

Dropouts after midnight

tonyw2
On our wavelength

‎29-05-2023 01:55 - edited ‎29-05-2023 02:51

For the second time in the last 3 days, I have been experiencing dropouts in the early hours.

The time stamps for the network log are not showing the correct time and there was a dropout due to improvement work last week which was supposed to be a six hour period but mine was only down for 10 or 15 minutes. No area problems are now showing on status check on app or on the phone version. 

Power levels look okay to me but network log certainly isn't.

My original hub 3 was replaced with a hub 5 a week ago as that showed up as faulty to the offshore techs.

My gut feeling is that this is an external network problem as I have a new cable to the cabinet and my indoor cable goes straight into the hub 5. F connector is tight. The two technicians who installed the hub 5 last week checked everything and said it was fine, which it was until these intermittent dropouts after midnight started. Yesterday's dropouts were accompanied by 28 post RS errors on one channel, but no post RS errors today.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/32e0c93de66d840572d736b376ac2f931c075a8d-29-05-2023

The 2AM and 7AM outages on the left were hub reboots by me to see if it helped. It was fine all day but started dropping out again after midnight.

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000008.341QAM 25625
21380000008.841QAM 2561
31460000008.841QAM 2562
41540000008.741QAM 2563
51620000008.741QAM 2564
61700000008.741QAM 2565
71780000008.841QAM 2566
81860000008.741QAM 2567
91940000008.741QAM 2568
102020000008.441QAM 2569
112100000008.241QAM 25610
122180000008.141QAM 25611
132260000008.141QAM 25612
142340000008.241QAM 25613
152420000008.341QAM 25614
162500000008.141QAM 25615
172580000008.241QAM 25616
182660000008.329QAM 25617
192740000008.541QAM 25618
202820000008.541QAM 25619
212900000008.641QAM 25620
222980000008.641QAM 25621
233060000008.541QAM 25622
243140000008.341QAM 25623
253220000008.441QAM 25624
263380000008.441QAM 25626
273460000008.441QAM 25627
283540000008.441QAM 25628
293620000008.441QAM 25629
303700000008.441QAM 25630
313780000008.741QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked413230
2Locked41290
3Locked41230
4Locked41170
5Locked41140
6Locked41220
7Locked41110
8Locked41180
9Locked41190
10Locked41140
11Locked41310
12Locked41280
13Locked41470
14Locked41350
15Locked41290
16Locked411350
17Locked41880
18Locked291580
19Locked411330
20Locked412080
21Locked412210
22Locked411950
23Locked414130
24Locked412030
25Locked414800
26Locked412650
27Locked411840
28Locked411630
29Locked41760
30Locked41890
31Locked411100

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000043.35120QAM 641
14310000043.35120QAM 642
23660000043.35120QAM 643
330100000435120QAM 644
423600000435120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description
29-05-2023 03:14:00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 03:13:54warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 03:12:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 03:12:54warningDBC-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;
29-05-2023 02:59:05criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:58:53warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:57:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:57:53warningDBC-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;
29-05-2023 02:44:00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:43:38warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:43:02criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:42:38warningDBC-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;
29-05-2023 02:28:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 23:03:48noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 23:03:48warningDBC-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;

 

0 Kudos
19 REPLIES 19

tonyw2
On our wavelength

‎29-05-2023 03:09 - edited ‎29-05-2023 03:18 

 
tonyw2_0-1685326134660.png

It looks like the first dropout today was bang on midnight, which is interesting.

Network log isn't showing any new errors, it looks like it was unstable for less than an hour.

Network Log

Time Priority Description
29-05-2023 03:14:00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 03:13:54warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 03:12:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 03:12:54warningDBC-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;
29-05-2023 02:59:05criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:58:53warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:57:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:57:53warningDBC-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;
29-05-2023 02:44:00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:43:38warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:43:02criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2023 02:42:38warningDBC-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;
29-05-2023 02:28:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 23:03:48noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 23:03:48warningDBC-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;
28-05-2023 21:59:18warningDBC-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;
28-05-2023 21:59:18noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 21:32:48noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 21:32:48warningDBC-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;
28-05-2023 20:28:04noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 20:28:04warningDBC-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;
28-05-2023 20:12:07warningDBC-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;
28-05-2023 20:12:07noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 19:02:26noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 19:02:26warningDBC-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;
28-05-2023 18:41:28noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 18:41:28warningDBC-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;
28-05-2023 17:36:34warningDBC-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;
28-05-2023 17:36:34noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 17:10:50noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2023 17:10:50warningDBC-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;
28-05-2023 16:09:01warningDBC-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;
 
0 Kudos

tonyw2
On our wavelength

on ‎31-05-2023 09:12

Tech support have booked an engineer to check out the cabinet as they suspect there may be an intermittent local area network problem. 

I think it might have something to do with the six hour local area maintenance/upgrade event last week, because these early morning dropouts started after that.

 

0 Kudos

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)
In response to tonyw2

on ‎31-05-2023 09:15

Hi @tonyw2,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some broadband connection issues! 

I've taken a look at our systems and there are no local issues listed that could be causing this issue. This means that there could be an issue with the Hub connection itself.

Looking at your power levels, I can see that there's some issues with your connection. To look into this further for you, I'll send you a Private Message to confirm some details.

Please keep an eye out for an envelope at the top right corner of your Forum page. If you're having issues locating this, please let me know and I can help. I'll be in touch soon.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
0 Kudos

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)
In response to tonyw2

on ‎31-05-2023 09:32

Hi @tonyw2,

Thank you for coming back to me via Private Message. I'm glad to hear that our team was able to look into this for your further already!

Please keep us updated on how you're getting on and if there's anything else we can do to help.

We're here if you need us. 

Thank you! 😊 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
0 Kudos

tonyw2
On our wavelength

on ‎31-05-2023 09:37

Thanks, but I won't know anything until the 8th June as that was the first available date for a network engineer to check the cabinet. 

Fingers crossed they find something, I hate intermittent faults.

0 Kudos

tonyw2
On our wavelength
In response to tonyw2

on ‎01-06-2023 07:37

Hi Paulina-Z,

After a period of no errors, during the 24 hour VM monitoring, errors are reoccurring. I have sent you a PM.

0 Kudos

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)
In response to tonyw2

on ‎01-06-2023 10:24

Hi @tonyw2,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for ongoing connection issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
0 Kudos

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)
In response to tonyw2

on ‎01-06-2023 11:40

Hi @tonyw2,

Thanks for coming back to me via Private Message! Glad to hear that you're happy with the date and time of the appointment!

Please let us know how you get on and if you need any further help going forward!

Thank you! 😊 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
0 Kudos

tonyw2
On our wavelength
In response to Paulina_Z

on ‎02-06-2023 10:34

Hi Paulina,

The engineer has just left. He was very thorough and checked everything at my house and found no problems, but for good measure re-made all of the "F" connectors and fitted an attenuator because, although within specification, the power levels were on the high side.

He agreed that there have been intermittent dropouts and hopes that the problem will be resolved by the network engineer when he attends the cabinet next week. 

Most importantly for me is that everything is okay in my house and if a problem does occur, whilst I am away, it will almost certainly be external to my house and therefore will not need access to rectify.

Thanks for your help.

0 Kudos
Top