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Frequently failing internet connection

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simonjb
Tuning in

on ‎16-06-2021 15:42

Hello.

Since the end of last weekend my internet connection has been failing at least once a day.  Sometimes it's "just" a temporary (one minute or so) loss of connectivity (enough to kick me off a video call) but at other times the Superhub reboots itself.  Sometimes it doesn't recover again and I need to power cycle it.

The Superhub is running in modem mode, connected to a Netgear Orbi mesh system (which is working absolutely fine, as far as I can tell - I still have connectivity to local servers etc. in the house).

Reading other threads on this forum and looking at what's in the logs it appears that there might be "noise" on the coax line.  I've reported the problem to VM over the phone this morning (c.11.30); they said they have increased the power on the line but I'm not convinced that's the issue, and it certainly hasn't fixed the problem.

Superhub logs / config and BQM to follow.

This sounds like a physical cabling issue to me.  Does this need an engineer out to take a look?  Thanks in advance for any help.

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simonjb
Tuning in
In response to Travis_M

on ‎23-06-2021 12:38

Hi Travis_M,

Thanks for organising the cable engineer to come and visit.  The engineer attended on Saturday morning and checked the physical connection.  He couldn't find anything wrong but did remove an old splitter which was in the line but not in use (this pre-dates my use of the line) and confirmed that the signal levels were within the normal range.

The hub was rebooted as part of the visit.  I've noticed an occasional message on the hub log but we've not observed any problem with the service.

Until today...  three times this morning we've lost the connection to the internet for a couple of minutes - at 11.42, 11.54 and at 12.18.  Each time the service resumed after a couple of minutes, without me doing anything.  I confirmed that my (non-Virgin) router was still functioning correctly as I was able to access internal servers.

Here is the log from the latest failure (12.18):

Network Log

Time Priority Description

23/06/2021 11:19:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:19:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:19:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:19:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Looks like the same messages I was seeing last week.  I will post the Downstream and Upstream data in following messages.

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simonjb
Tuning in
In response to simonjb

on ‎23-06-2021 12:39

Downstream bonded channels

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

1202750000338256 qam9
22107500002.738256 qam10
32187500002.738256 qam11
42267500002.738256 qam12
52347500002.938256 qam13
62427500002.738256 qam14
72507500002.538256 qam15
82587500002.538256 qam16
92667500002.238256 qam17
10274750000238256 qam18
112827500001.738256 qam19
122907500001.738256 qam20
132987500001.938256 qam21
143067500001.738256 qam22
153147500001.738256 qam23
163227500001.538256 qam24
173307500001.538256 qam25
183707500000.738256 qam26
19378750000038256 qam27
20386750000-0.238256 qam28
21394750000038256 qam29
22402750000038256 qam30
23410750000038256 qam31
24418750000038256 qam32



Downstream bonded channels

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

1Locked38.61914222528
2Locked38.61874622936
3Locked38.91834023607
4Locked38.61814923722
5Locked38.61794125068
6Locked38.61776425184
7Locked38.91768925012
8Locked38.61704126494
9Locked38.91717526814
10Locked38.91742425986
11Locked38.61742626384
12Locked38.61795226443
13Locked37.61855026839
14Locked38.61759527754
15Locked38.61694727621
16Locked38.61645026289
17Locked38.61569026900
18Locked38.61430326203
19Locked38.61491625951
20Locked38.91435625919
21Locked38.61408325558
22Locked38.61372925769
23Locked38.61365726305
24Locked38.613585

26219

 

Upstream bonded channels

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

14620000044512064 qam5
22580014940.5512064 qam8
33260000041.8512064 qam7
43940010042.3512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0010
4ATDMA0010

 

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Tom_F
Forum Team (Retired)
Forum Team (Retired)
In response to simonjb

on ‎23-06-2021 13:09

Sorry to hear that issues are ongoing following the tech-visit simonjb. I've double checked everything this afternoon and the power-levels are all fine & there are no signs of SNR or congestion. However the errors in the logs are a cause for concern - I understand the hub was rebooted during the visit - can you confirm if a factory reset has been done? If not please give that a try and get back to us again if the errors continue to build up.

 

With the Hub turned on, push the pinhole button all the way in and hold it there for a timed 60 seconds. Bear in mind your Hub settings and your passwords/passphrase for both the WiFi networks & settings will revert to the two printed on the Hub sticker on its base/side/card so all devices will need to be reconnected manually.  

 

Tom

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simonjb
Tuning in
In response to Tom_F

on ‎23-06-2021 13:15

Hi Tom,

Thanks for checking.  I don't believe a factory reset has been done on the hub.  I'll do that later today and post an update afterwards.

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Tom_F
Forum Team (Retired)
Forum Team (Retired)
In response to simonjb

on ‎23-06-2021 13:24

Thanks please do keep us posted.

 

Tom 

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simonjb
Tuning in
In response to Tom_F

on ‎24-06-2021 08:14

Factory reset done on the hub this morning, and then put back into modem mode.  Here are the logs:

Network Log

Time Priority Description

24/06/2021 07:05:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 06:19:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:19:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:19:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:19:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:19:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 11:18:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online
 

 

General Configuration

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

SFID456590
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID456589
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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simonjb
Tuning in
In response to simonjb

on ‎24-06-2021 08:15

Downstream bonded channels

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

14027500000.238256 qam30
22027500003.238256 qam9
3210750000338256 qam10
42187500002.938256 qam11
52267500002.938256 qam12
6234750000338256 qam13
72427500002.938256 qam14
82507500002.738256 qam15
92587500002.538256 qam16
102667500002.438256 qam17
11274750000238256 qam18
122827500001.938256 qam19
132907500001.938256 qam20
14298750000238256 qam21
153067500001.938256 qam22
163147500001.938256 qam23
173227500001.738256 qam24
183307500001.738256 qam25
193707500000.938256 qam26
20378750000038256 qam27
21386750000038256 qam28
223947500000.238256 qam29
23410750000038256 qam31
244187500000.238256 qam32



Downstream bonded channels

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

1Locked38.660
2Locked38.960
3Locked38.960
4Locked38.950
5Locked38.650
6Locked38.650
7Locked38.950
8Locked38.650
9Locked38.940
10Locked38.960
11Locked38.660
12Locked38.660
13Locked38.640
14Locked38.6190
15Locked38.650
16Locked38.6190
17Locked38.650
18Locked38.660
19Locked38.960
20Locked38.640
21Locked38.960
22Locked38.960
23Locked38.950
24Locked38.940

 

Upstream bonded channels

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

13940000042512064 qam6
22580000040.5512064 qam8
33260000041.8512064 qam7
44620000043.8512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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simonjb
Tuning in
In response to simonjb

on ‎24-06-2021 12:17

Hi Tom,

Sadly the factory reset of the hub doesn't seem to have helped - just had a loss of connectivity again:

Network Log

Time Priority Description

24/06/2021 11:16:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:15:53ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:12:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:12:54ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:12:34Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:12:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:12:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:12:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:11:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:11:44ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:10:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:10:3ErrorService Add rejected - Required parameter not present;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:09:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:09:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:09:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:09:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:09:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:09:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:09:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 11:09:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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simonjb
Tuning in
In response to simonjb

‎24-06-2021 13:39 - edited ‎24-06-2021 13:40

Just lost the connection again:

Network Log

Time Priority Description

24/06/2021 12:34:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 12:34:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Post-RS error count looks really high: 

Downstream bonded channels

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

1370750000-1.733256 qam26
22027500001.234256 qam9
3210750000134256 qam10
42187500000.934256 qam11
52267500000.934256 qam12
6234750000133256 qam13
72427500000.933256 qam14
82507500000.533256 qam15
92587500000.533256 qam16
102667500000.233256 qam17
11274750000033256 qam18
12282750000-0.233256 qam19
13290750000-0.432256 qam20
14298750000-0.233256 qam21
15306750000-0.533256 qam22
16314750000-0.533256 qam23
17322750000-0.733256 qam24
18330750000-0.733256 qam25
19378750000-2.433256 qam27
20386750000-2.733256 qam28
21394750000-2.433256 qam29
22402750000-2.233256 qam30
23410750000-2.533256 qam31
24418750000-2.233256 qam32



Downstream bonded channels

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

1Locked33.48384390016
2Locked34.417181788277
3Locked34.31457409485
4Locked34.419452078028
5Locked34.42157411449
6Locked33.941063068132
7Locked33.861162477668
8Locked33.5596586680
9Locked33.578533047330
10Locked33.47146283043
11Locked33.48739342096
12Locked33.3124071047354
13Locked32.9172613021355
14Locked331468628612
15Locked3313162110744
16Locked33125904400
17Locked3311530335128
18Locked33.39015302868
19Locked33.37903246260
20Locked33.46121334971
21Locked33.481721556376
22Locked33.47634461304
23Locked33.391571205714
24Locked33.38168354569

 

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Laurie_C
Forum Team (Retired)
Forum Team (Retired)
In response to simonjb

on ‎24-06-2021 14:20

Hi simonjb,

 

Thanks for getting back in touch, I am sorry that you're still having this issue. I've just had a look at your account, and I'm afraid that I can't see any issues from our end - all of your signal levels look to be within spec, and there aren't any issues showing when I run a diagnostic test.

 

Would you be able to set up a Broadband Quality Monitor so that we can monitor your connection further?

 

Kind regards,

Laurie

Laurie_C
Forum Team
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