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Lycastus
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Frequent intermittent connection drop-outs

My problem:

I have been experiencing frequent brief loss of connection, ever since moving house (about 7 weeks ago). Frequency is irregular, anything from once or twice a day to ~10 times in a day. I've checked the hub logs and the drop-outs always coincide with RCS Partial ServiceNo Ranging Response received, and SYNC Timing Synchronization failure errors.

 

My setup:

  • Hub 3.0 in Modem mode, with Asus RT-AC5300 router.
  • Area reference: 26
  • M350 Fibre Broadband

 

What I have tried so far:

  • Replacing the co-ax cable from wall to Hub - I was originally using the cable I brought from our previous house, but have switched to using the one I was sent in the welcome pack when we moved in. Verified that the cable is firmly pushed in all the way.
  • Rebooting the Hub.
  • Factory reset (pinhole) reset of the Hub.

 

My logs etc:

BQM graphs, both from today and live link - note how the recent dropouts line up with the errors in the logs below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d173fef4753b0f62a194066290f24c425c...
https://www.thinkbroadband.com/broadband/monitoring/quality/share/7bec179d9d4c01c49dc462df9e37dfc7e0...

 

Hub logs to follow due to post character limit!

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Re: Frequent intermittent connection drop-outs

Network Log

Time

Priority

Description

28/01/2021 14:04:46

Warning!

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

28/01/2021 14:04:30

critical

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

28/01/2021 13:11:13

Warning!

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

28/01/2021 13:11:11

critical

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

28/01/2021 13:10:56

Warning!

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

28/01/2021 13:05:44

critical

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

28/01/2021 13:00:38

Warning!

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

28/01/2021 12:59:47

critical

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

28/01/2021 12:52:29

Warning!

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

28/01/2021 12:52:29

critical

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

28/01/2021 12:52:10

Warning!

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

28/01/2021 12:52:8

critical

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

28/01/2021 12:52:6

Warning!

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

28/01/2021 12:51:17

critical

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

28/01/2021 12:50:14

Warning!

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

28/01/2021 12:50:12

critical

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

28/01/2021 12:50:11

Warning!

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

28/01/2021 12:50:10

critical

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

28/01/2021 12:50:9

Warning!

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

28/01/2021 12:50:9

critical

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

 

Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

331000000

Locked

Ranged Upstream Channel (Hz)

60300000

Locked

Provisioning State

Online

 

 

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Re: Frequent intermittent connection drop-outs

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

331000000

6.3

38

256 qam

25

2

203000000

6.6

38

256 qam

9

3

211000000

6.5

38

256 qam

10

4

219000000

6.6

38

256 qam

11

5

227000000

6.6

38

256 qam

12

6

235000000

6.6

38

256 qam

13

7

243000000

6.1

38

256 qam

14

8

251000000

6.1

38

256 qam

15

9

259000000

6.1

38

256 qam

16

10

267000000

6.8

38

256 qam

17

11

275000000

6.3

38

256 qam

18

12

283000000

6.3

38

256 qam

19

13

291000000

6

38

256 qam

20

14

299000000

6.5

37

256 qam

21

15

307000000

6.5

38

256 qam

22

16

315000000

6.5

38

256 qam

23

17

323000000

6.4

38

256 qam

24

18

371000000

6.6

38

256 qam

26

19

379000000

6.5

38

256 qam

27

20

387000000

7

38

256 qam

28

21

395000000

7.3

38

256 qam

29

22

403000000

7.1

38

256 qam

30

23

411000000

7.1

38

256 qam

31

24

419000000

6.9

38

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

741369

521918

2

Locked

38.6

932386

1079839

3

Locked

38.9

928735

1026755

4

Locked

38.9

905982

968620

5

Locked

38.6

893877

921630

6

Locked

38.9

915801

887686

7

Locked

38.6

906612

836276

8

Locked

38.6

877187

784135

9

Locked

38.6

864401

752277

10

Locked

38.9

866591

743906

11

Locked

38.6

861156

704983

12

Locked

38.6

844173

662242

13

Locked

38.9

838132

637783

14

Locked

37.6

851061

627516

15

Locked

38.6

806114

597365

16

Locked

38.6

776012

570309

17

Locked

38.6

770353

553903

18

Locked

38.9

683420

446135

19

Locked

38.6

676159

431420

20

Locked

38.6

663489

416561

21

Locked

38.6

647341

394501

22

Locked

38.9

641529

385550

23

Locked

38.6

640353

380149

24

Locked

38.9

636184

376265

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

51

5120

64 qam

1

2

39400000

51

5120

64 qam

4

3

46200000

51

5120

64 qam

3

4

53700000

51

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

45

0

2

ATDMA

0

0

39

0

3

ATDMA

0

0

41

0

4

ATDMA

0

0

32

0

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-bbt062-b.cm

 

Primary Downstream Service Flow

SFID

1187494

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

1187493

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

Any help would be most appreciated, especially from a Virgin expert!

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Lycastus
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Re: Frequent intermittent connection drop-outs

This seemed to improve over the last couple of weeks, although still seeing occasional drops. But today we lost connection completely and had to factory reset the hub before it would come back.

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