04-07-2022 11:37 - edited 04-07-2022 12:26
Hello,
Over the past few months I've been having frequent disconnections which is now affecting my work in a big way as I permanently work from home.
This affects both wired and wireless connected devices, as you can see from the ThinkBroadband graph there are frequent disconnections throughout the day.
It's worth noting that when we had VM installed (roughly September 2020), the engineer "piggy-backed" off the neighbours connection pulling a cable from their grey box - A complaint was raised and after chasing dozens of times this was never resolved. VM promised to run a new line (the line coming down our drive was damaged), however nearly 2 years later we still haven't had this resolved by VM either.
We're currently out of contract and are at the point where if we can't have these issues resolved, we'll unfortunately have to move to another ISP that can provide a stable service.
Package - M100 Fibre (Broadband only)
Device - Hub 3.0
The amount of connected devices is relatively low and there's never more than 2 (max) devices ever using the Broadband at a given time.
Is someone able to help us resolve these issues please?
Errors - SYNC Timing Synchronization failures and RCS Partial Service errors (see below).
Troubleshooting completed so far;
ThinkBroadband live graph;
Hub 3 logs;
Acquired Downstream Channel (Hz) | 474250000 | Locked |
Ranged Upstream Channel (Hz) | 46200000 | Locked |
Provisioning State | Online |
1 | 474250000 | 2 | 38 | 256 qam | 15 |
2 | 362250000 | 5 | 38 | 256 qam | 1 |
3 | 370250000 | 5.3 | 38 | 256 qam | 2 |
4 | 378250000 | 5.4 | 38 | 256 qam | 3 |
5 | 386250000 | 5 | 40 | 256 qam | 4 |
6 | 394250000 | 4.6 | 38 | 256 qam | 5 |
7 | 402250000 | 4.5 | 38 | 256 qam | 6 |
8 | 410250000 | 4.6 | 38 | 256 qam | 7 |
9 | 418250000 | 4.3 | 38 | 256 qam | 8 |
10 | 426250000 | 3.7 | 38 | 256 qam | 9 |
11 | 434250000 | 3.7 | 38 | 256 qam | 10 |
12 | 442250000 | 4.1 | 38 | 256 qam | 11 |
13 | 450250000 | 4.1 | 38 | 256 qam | 12 |
14 | 458250000 | 3.4 | 38 | 256 qam | 13 |
15 | 466250000 | 2 | 38 | 256 qam | 14 |
16 | 482250000 | 3.5 | 38 | 256 qam | 16 |
17 | 490250000 | 4.5 | 38 | 256 qam | 17 |
18 | 498250000 | 4.6 | 40 | 256 qam | 18 |
19 | 506250000 | 4.8 | 40 | 256 qam | 19 |
20 | 514250000 | 5.1 | 38 | 256 qam | 20 |
21 | 522250000 | 5.3 | 38 | 256 qam | 21 |
22 | 530250000 | 5.1 | 40 | 256 qam | 22 |
23 | 538250000 | 4.8 | 40 | 256 qam | 23 |
24 | 546250000 | 5 | 40 | 256 qam | 24 |
1 | Locked | 38.9 | 13900 | 133042 |
2 | Locked | 38.9 | 19445 | 134436 |
3 | Locked | 38.9 | 17317 | 147853 |
4 | Locked | 38.6 | 17718 | 152787 |
5 | Locked | 40.3 | 14137 | 158905 |
6 | Locked | 38.9 | 13493 | 159471 |
7 | Locked | 38.9 | 14694 | 158781 |
8 | Locked | 38.9 | 14522 | 155364 |
9 | Locked | 38.9 | 17221 | 150893 |
10 | Locked | 38.9 | 15057 | 150549 |
11 | Locked | 38.9 | 13738 | 149483 |
12 | Locked | 38.9 | 12936 | 149606 |
13 | Locked | 38.9 | 12752 | 145455 |
14 | Locked | 38.6 | 13724 | 141165 |
15 | Locked | 38.6 | 13623 | 136910 |
16 | Locked | 38.6 | 13402 | 136401 |
17 | Locked | 38.6 | 11508 | 137560 |
18 | Locked | 40.3 | 10715 | 140379 |
19 | Locked | 40.3 | 11785 | 138404 |
20 | Locked | 38.9 | 11270 | 134651 |
21 | Locked | 38.9 | 11024 | 136671 |
22 | Locked | 40.3 | 10887 | 135148 |
23 | Locked | 40.9 | 11505 | 135961 |
24 | Locked | 40.3 | 10379 | 131159 |
1 | 46200000 | 43.8 | 5120 | 64 qam | 1 |
2 | 39400000 | 44 | 5120 | 64 qam | 2 |
3 | 32600000 | 44.8 | 5120 | 64 qam | 3 |
4 | 25800000 | 45.3 | 5120 | 64 qam | 4 |
on 04-07-2022 12:03
Continued Hub 3 logs;
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Time Priority Description
04/07/2022 10:56:30 | notice | LAN login Success;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:48:52 | Warning! | RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:48:52 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:48:34 | Warning! | RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:48:34 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:48:32 | Warning! | RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:48:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:48:26 | Warning! | RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:48:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:48:23 | Warning! | RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:48:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:47:22 | Warning! | RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:47:21 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:45:46 | Warning! | RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:45:45 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:38:43 | Warning! | RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:38:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:36:33 | Warning! | RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:36:33 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
04/07/2022 10:36:33 | Warning! | RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0; |
on 05-07-2022 12:21
Does anyone have any insight into the above issue?
on 07-07-2022 12:52
Hello fra1
Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with internet connection.
Id like to take a look into this for you.
If you don't mind, I will need to send you a private message to pass security.
If you can check the purple envelope top right of your screen that would be great.
Regards
Gareth_L
on 07-07-2022 15:44
Thankyou fra1 for those details.
I have checked the Hub today and the up and downstream levels were just out of the range we require.
This may need a Technician to attend.
Can you please reboot the hub so I can check the levels again from here again.
Then if needed we can arrange an appointment to pop out.
Gareth_L
on 07-07-2022 16:19
Thank you for the follow-up Gareth_L, have just rebooted the Hub which should hopefully reflect in the BQM graph shortly.
If any more Hub logs are needed just let me know.
on 09-07-2022 17:30
Hi fra1
Thank you very much for rebooting the router. Everything looks good at our side now with the power levels after that reboot. Hoping everything is now good at your side. Your BQM does still show spikes, can you confirm if your were running any speed tests or doing anything with the router at these times or were these part of the connection issue?
on 09-07-2022 17:52
Apologies in advance to the OP for piggybacking on this post but this is also an issue I'm currently facing. Is there a known fix? Our router has been restarted throughout the day and still no improvement
on 10-07-2022 18:27
Hi Carley_S,
Unfortunately there haven't been any speed tests performed or anything that would saturate the line.
Since restarting the router the connection issues have been the same as before and fairly frequent, they appear to tie up to the timings in the BQM very well from my side.
Would you be able to take another look from your side please?
on 12-07-2022 18:55
Thanks for checking this @fra1, I think it would be best to go through some further diagnostics.
To do this I am going to send you a PM to confirm your details.
Regards
Nathan
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