Everyday connection drops many, many times

[Hoogie1]

Hi, since April connection cuts out very frequently. Over last few months this has been between every minute to every hour. It cuts out sometimes for a few seconds and hub light stays orange / pink and other times for a few minutes with hub light changing colour. Have a technician coming on Thursday after past two have been cancelled due to faults in the area which were subsequently fixed but didn't fix my issue. 

Following guidance on this website and pasting link to broadband tracking started yesterday. Please can you provide me with any advice or fault identification would be good to get fixed.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/33c8bc39cf84e3b843cc34a6f847e5bfddd07ded-17-08-2021

[Hoogie1]

SFID	244073
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Hoogie1]

17/08/2021 09:28:56	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:28:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:28:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:28:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:28:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:17:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:17:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:17:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:17:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:17:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:00:9	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:00:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 09:00:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:57:55	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:57:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:57:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:57:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:57:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:55:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 08:55:13	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:*

[Tudor]

Way too many T3’s on the upstream. Cannot go by the Pre & Post RS errors, which do look very bad, but all these figures are accumulative since the hub was last power cycled. Please power cycle your hub and post a new set of stats in a few hours. Most probably cause in noise ingress. 

[lotharmat]

Upstream power and QAM look fine too.

Again, the T3 timeouts look horrendous but could be accumulated over time!

Can you do the following.

1. Switch off the hub
2. Unplug the hub's power cord
3. Leave for 5 mins
4. Plug it back in
5. Turn it back on
6. Wait 5-10 mins
7. Re post the hub stats

This will tell us if there is a massive problem (I'd suspect there is as the BQM is bad)

[Hoogie1]

Thanks, Lotharmat. Turned off at wall today and re-installed cables /splitter into wall etc again. Think I restarted y'day or day before but can have another go now. Will have restarted with rest button lots of times over last few months due to persistent issues.

[lotharmat]

If those are in less than a week - there is a massive problem!

[Hoogie1]

Will do. Thanks Lotharmat and Tudor.

[lotharmat]

Keep us posted!

[Hoogie1]

Here's where we are at now, can repost in a few more hours in case it provides a better picture (thanks again for the help):

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	53700263	Locked
Provisioning State	Online

[Hoogie1]

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

1	203000000	5.6	38	256 qam	9
2	211000000	5.5	38	256 qam	10
3	219000000	5.6	40	256 qam	11
4	227000000	5.6	38	256 qam	12
5	235000000	5.8	40	256 qam	13
6	243000000	5.8	40	256 qam	14
7	251000000	5.6	40	256 qam	15
8	259000000	5.5	38	256 qam	16
9	267000000	5.1	40	256 qam	17
10	275000000	5.1	38	256 qam	18
11	283000000	4.8	38	256 qam	19
12	291000000	5	40	256 qam	20
13	299000000	4.5	38	256 qam	21
14	307000000	4.9	38	256 qam	22
15	315000000	4.5	38	256 qam	23
16	323000000	4.8	40	256 qam	24
17	331000000	4.8	40	256 qam	25
18	339000000	5	38	256 qam	26
19	347000000	5.1	40	256 qam	27
20	355000000	5.1	40	256 qam	28
21	363000000	5	40	256 qam	29
22	371000000	5	40	256 qam	30
23	379000000	5.1	40	256 qam	31
24	387000000	4.8	40	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	32	5567
2	Locked	38.9	21	3464
3	Locked	40.3	419	2315
4	Locked	38.9	245	2698
5	Locked	40.3	468	2511
6	Locked	40.3	434	2613
7	Locked	40.9	434	2589
8	Locked	38.9	468	2449
9	Locked	40.3	405	8016
10	Locked	38.9	391	1901
11	Locked	38.9	379	2439
12	Locked	40.3	304	2585
13	Locked	38.9	188	3187
14	Locked	38.9	24	3245
15	Locked	38.9	21	3320
16	Locked	40.9	27	3472
17	Locked	40.3	8	3316
18	Locked	38.9	28	3422
19	Locked	40.9	47	3844
20	Locked	40.3	29	4387
21	Locked	40.3	22	4472
22	Locked	40.3	29	3988
23	Locked	40.9	26	3833
24	Locked	40.3	22	4584