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CA10
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Frequent disconnections

Hello,

I'm getting frequent disconnections on my Hub. The Hub is in modem-mode. Already tried a factory reset and all connections are tight. No issue with 3rd party devices as they work with other provider. Issue seems to be with VM as shown in the network log.

A Broadband Monitor is setup here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f58b0a5a87f7b6f03087aa2394d91f6cdf...

  Downstream bonded channels

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

12030000007.135256 qam9
2211000000735256 qam10
3219000000734256 qam11
4227000000734256 qam12
52350000006.834256 qam13
62430000006.533256 qam14
72510000006.533256 qam15
82590000007.134256 qam16
92670000007.534256 qam17
102750000007.334256 qam18
112830000007.334256 qam19
122910000007.335256 qam20
132990000007.134256 qam21
14307000000735256 qam22
153150000007.436256 qam23
163230000007.436256 qam24
173310000007.337256 qam25
183390000007.537256 qam26
193470000007.537256 qam27
203550000007.437256 qam28
213630000007.337256 qam29
22371000000737256 qam30
233790000006.637256 qam31
243870000006.637256 qam32



Downstream bonded channels

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

1Locked35.513036845308
2Locked3517407042618
3Locked34.927191842688
4Locked34.970154140675
5Locked34.3206592937566
6Locked33.8510351034940
7Locked33.9554198432708
8Locked34.3346758229727
9Locked34.4183051925966
10Locked34.993328324134
11Locked34.959761821159
12Locked3542349019040
13Locked34.924826415152
14Locked35.56893813146
15Locked36.33433011738
16Locked36.3246679597
17Locked37.3210448450
18Locked37.6197047217
19Locked37.3177296225
20Locked37.3161055347
21Locked37.6146054517
22Locked37.3143774175
23Locked37.3136313663
24Locked37.3140495775

 

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CA10
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Re: Frequent disconnections

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

36.8

5120

64 qam

3

2

39400005

36.8

5120

64 qam

4

3

53700000

36.8

5120

64 qam

2

4

60300000

36.3

5120

64 qam

1



Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

04/05/2021 13:34:42

Warning!

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

04/05/2021 13:34:40

critical

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

04/05/2021 13:34:36

Warning!

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

04/05/2021 13:34:29

critical

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

03/05/2021 18:38:44

Warning!

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

03/05/2021 18:38:44

critical

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

02/05/2021 18:55:20

Warning!

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

02/05/2021 18:22:4

critical

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

02/05/2021 14:40:30

Warning!

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

02/05/2021 14:02:37

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/05/2021 10:08:51

Warning!

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

02/05/2021 10:05:33

critical

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

01/05/2021 18:16:6

Warning!

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

01/05/2021 18:16:5

critical

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

01/05/2021 17:47:14

Warning!

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

01/05/2021 16:55:46

critical

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

01/05/2021 14:20:45

Warning!

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

01/05/2021 14:20:45

critical

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

01/05/2021 14:20:36

Warning!

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

01/05/2021 14:20:36

critical

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

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jbrennand
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Re: Frequent disconnections

Couple of things.

The BQM is a wall of red - what 3d party router is it (TP-Link by any chance?) and make sure it is set to... "respond to ICMP echo requests" - pings. Also check the i.p address is correct in the BQM settings - it does change when in modem mode.

Also, Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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CA10
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Re: Frequent disconnections

Hi John,

 

Thanks for getting back to me. I’ve got a firewall rule blocking all ICMP requests on my WAN so that’s now been disabled to allow for the monitoring to work. Hopefully that’ll populate properly in the next few hours.

 

I’ll power cycle the Hub now and report back..

 

Cheers

CA

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Re: Frequent disconnections

Hi John,

Post-reboot, the Downstream looks like this:

Downstream bonded channels

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

1Locked35.5150
2Locked35180
3Locked35430
4Locked34.31860
5Locked34.34550
6Locked33.814450
7Locked33.915310
8Locked34.45100
9Locked34.42140
10Locked34.91290
11Locked34.91200
12Locked34.91040
13Locked34.9550
14Locked35.5150
15Locked36.380
16Locked36.380
17Locked37.310
18Locked37.600
19Locked37.370
20Locked37.670
21Locked37.650
22Locked37.660
23Locked37.380
24Locked37.600

 

I'll keep an eye out for the Post RS Errors. The BQM graph is now populating correctly.

Cheers
CA

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jbrennand
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Message 6 of 13
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Re: Frequent disconnections

Then the BQM link above, is to a "historic snapshot" and not to the "share live link" - as if I click it - its still red.

See what the errors are doing over a few hours but it does look "ominous"!

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Frequent disconnections

Hi John,

Screenshot 2021-05-04 at 16.41.41.png

I just clicked the link and got the attached graph. As you can see there was a dropout recently. The Hub's Downstream logs support this also (Post RS Errors are back).

Hopefully this is a functioning link for you? https://www.thinkbroadband.com/broadband/monitoring/quality/share/f58b0a5a87f7b6f03087aa2394d91f6cdf...

Latest info below:

Downstream bonded channels

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

12030000006.635256 qam9
22110000006.535256 qam10
32190000006.535256 qam11
42270000006.434256 qam12
52350000006.334256 qam13
6243000000633256 qam14
7251000000633256 qam15
82590000006.834256 qam16
9267000000734256 qam17
102750000006.935256 qam18
112830000006.835256 qam19
122910000006.634256 qam20
132990000006.635256 qam21
143070000006.635256 qam22
153150000006.936256 qam23
163230000006.936256 qam24
173310000006.837256 qam25
18339000000737256 qam26
19347000000737256 qam27
20355000000737256 qam28
213630000006.937256 qam29
223710000006.537256 qam30
233790000006.337256 qam31
243870000006.337256 qam32



Downstream bonded channels

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

1Locked35.51015567
2Locked35.51129461
3Locked351679382
4Locked34.94739335
5Locked34.312524312
6Locked33.938266274
7Locked33.938806284
8Locked34.313550322
9Locked34.96106192
10Locked354165176
11Locked353596144
12Locked34.92865184
13Locked351607142
14Locked35.553751
15Locked36.333044
16Locked36.619647
17Locked37.615241
18Locked37.312761
19Locked37.612347
20Locked37.69330
21Locked37.69629
22Locked37.68732
23Locked37.38470
24Locked37.36021
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jbrennand
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Message 8 of 13
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Re: Frequent disconnections

yes its a problem - I will ask a VM person to come here and take a look.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Frequent disconnections

Thanks for all your help.
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Sofia_B
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Re: Frequent disconnections

Hi @CA10.

 

Welcome to the community and thanks for your first post, we're happy to have you with us 🙂 

 

I'm so sorry to hear you're experiencing frequent disconnections from your service, this isn't ideal at all apologies about that. 

 

Thanks for providing a BQM, I'm going to send you a PM so we can look into this for you. 

 

Please look out for a notification in the purple envelope located in the top right hand corner of your screen. 

 

Thanks, 

Sofia
Forum Team



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