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arooney9
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Engineer has come out; Internet still keeps dropping.

Hi VM forum team - 

I had an engineer come out in July to take a look at my broadband which seemed to be intermediately dropping for half-hr to an 1hr each time. 

It was OK for rest of July and most of August, but now I am getting more frequent but shorter packet losses and dropouts. Please see the attached Broadband Quality Monitor for the last three days. [RED is bad]

05.09.2020.PNG

Here is my network log:

Network Log

Time Priority Description

07/09/2020 10:10:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 10:01:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 09:50:28criticalReceived 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;
07/09/2020 09:46:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 23:45:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 23:42:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 23:36:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 23:36:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 23:18:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 23:13:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 23:09:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 23:09:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 22:32:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 22:11:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 21:15:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 21:15:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 20:58:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 20:53:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 20:36:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 20:36:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Could VM Staff please get in touch on sending an engineer out to look at it? 

THANKS EVERYONE FOR THEIR HELP IN ADVANCE. 

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MikeRobbo
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Alessandro Volta
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Message 2 of 8
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Re: Engineer has come out; Internet still keeps dropping.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

Can you post a link to your Live BQM on here please.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

 

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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arooney9
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Message 3 of 8
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Re: Engineer has come out; Internet still keeps dropping.

Hello Mike - 

Thank you soo much for your in-depth post. Super helpful. 

I have checked all the coaxial cables, made sure nothing is bent, etc. 

Here is the link to my BQM graph: AROONEY9 BQM - Live share  

Here is the output from my Router Status

Downstream bonded channels

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

11387500000.437256 qam1
21467500000.737256 qam2
3154750000138256 qam3
41627500001.537256 qam4
5170750000238256 qam5
61787500002.238256 qam6
71867500002.438256 qam7



Downstream bonded channels

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

1Locked37.315571076
2Locked37.61319889
3Locked38.61170902
4Locked37.61107788
5Locked38.6904666
6Locked38.6836431
7Locked38.6781446

 

Upstream bonded channels

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

1394000005.7512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

Network Logs

Time

Priority

Description

10/09/2020 10:18:30

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 10:18:30

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 10:18:15

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 10:13:56

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 10:09:37

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 10:08:49

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 10:08:49

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 10:00:56

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:51:19

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:47:1

critical

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:46:32

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:44:10

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:44:10

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:37:23

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:37:23

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:37:20

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:37:20

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:37:20

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 09:04:39

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 08:39:0

Warning!

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

I have hidden the MAC address for security. 

Could a GURU please decipher the info and if required arrange to send out an engineer (PM me)?

Many thanks in advance, 

Arooney9

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Martin_N
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Re: Engineer has come out; Internet still keeps dropping.

Hi arooney9,

 

Thank you for your post. I'm very sorry to hear about the issue you're having. 

 

I have taken a look on our side and it does look as though an engineer is required to investigate further. 

 

What I will do is private message you so we can look into this. 

 

^Martin

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MikeRobbo
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Re: Engineer has come out; Internet still keeps dropping.

Looking at the format of your tables you are using a Hub 3.

If yes you should have 24 Downstream Channels not 7.

We would expect to see 4 Upstream Channels not 1.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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arooney9
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Re: Engineer has come out; Internet still keeps dropping.

Hi Mike - Thanks for your help. You have an expert eye. Indeed, I do have a Hub 3. I had to cut some rows in the tables as the post said too many characters otherwise. 

 

Thank you also to Martin who has PM'd regarding getting an engineer in. 

Best regards

arooney9 

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Martin_N
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Re: Engineer has come out; Internet still keeps dropping.

You're welcome. 

 

^Martin

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MikeRobbo
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Message 8 of 8
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Re: Engineer has come out; Internet still keeps dropping.

For future reference if you should ever need it. It is OK to use more than one post.

The two Downstream Tables will fit in one post.

The two Upstream tables will fit in another post 

The Network Log will fit in another post.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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