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]

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

  1	53700263	43.3	5120	64 qam	2
  2	46200000	43	5120	64 qam	3
  3	39400000	42.3	5120	64 qam	4
  4	60300059	43.5	5120	64 qam	1

  
  
  Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

  1	ATDMA	0	0	0	0
  2	ATDMA	0	0	0	0
  3	ATDMA	0	0	4	0
  4	ATDMA	0	0	1	0

[Hoogie1]

• Network access	Allowed
  Maximum Number of CPEs	1
  Baseline Privacy	Enabled
  DOCSIS Mode	Docsis30
  Config file	cmreg-vmdg505-bbt060-b.cm

  
  
  Primary Downstream Service Flow

  SFID	250558
  Max Traffic Rate	230000061
  Max Traffic Burst	42600
  Min Traffic Rate	0

  
  
  Primary Upstream Service Flow

  SFID	250557
  Max Traffic Rate	22000061
  Max Traffic Burst	42600
  Min Traffic Rate	0
  Max Concatenated Burst	42600
  Scheduling Type	BestEffort

[lotharmat]

You have Broadband Issues

Remind me - have you called 0800 561 0061 to see if there are any known issues?

A SNR problem locally could cause these stats.

If not, it is likely to be noise ingress and will need a tech visit to investigate!

[Hoogie1]

Network Log v2

Time Priority Description

17/08/2021 13:33:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 13:33:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 13:33:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 13:33:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 13:33:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 13:25:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 13:25:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 13:25:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 13:25:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Hoogie1]

Thanks, Lotharmat. Have phoned VM's helpline no. lots of times but they couldn't identify fault as shows as working at their side.

VM Engineer is booked for Thursday. Two previous engineer bookings have been cancelled by VM due to local service outtages being flagged and therefore engineer to visit my premises cancelled until local area issue fixed. On both occasions (post long delays in fixing issues with new deadlines provided many times), even when issues were "fixed" locally then my issues persist. 

Just called number and said issue should be fixed by 18.45 today in local area. Will be a real shift in fortune if this latest area issue being fixed also fixes my issue. Just holding fingers crossed that VM don't cancel engineer again due to issue in the area or will reside in same catch 22 . Anything I should mention to engineer when / if they arrive that could help them to identify and solve issue from data provided?

Thank you for all the help!

Hoogie

[Hoogie1]

Just re-read your post, so SNR or noise ingress, will raise with technician when they visit (fingers crossed). Thanks for the help!

Hoogie

[lotharmat]

Aye - noise ingress can come from pretty much anywhere and if that noise is 'louder' in comparison to the signal that you want (Signal to Noise ratio) - the hub will lose packets of data.

It's like losing part of a conversation if loads of others in a room are talking too loudly.

Sometimes you have to move to hear and be heard (a disconnection)

[Lee_R]

Hi @Hoogie1 thanks for posting and welcome to our community.

I am really sorry to hear that you've had ongoing connection issues.  I have located your account from here and I would like to help resolve your issue.  I am going to send you a private message.

Regards

Lee_R