Intermittent Drops Since Area "Maintenance"

[mossbell]

A few weeks ago we had maintenance done in our area. Before said maintenance I've had months and months of perfectly serviceable internet. Now that the maintenance is done I'm having intermittent drop outs and lag. I called the service team and was told to "let it settle", as if I was baking a cake. I gave it time to settle and the issues remain and I'm finding it increasingly difficult to get through to a member of staff on the phone so here I am. If my internet wasn't working fine before I'd be less troubled but the fact that it was perfect and now it's not is frustrating. I'm nervous when in online meetings in case I'm forced to make people wait for me and I'm not keen to play constantly online games in case I'm just disconnected and slapped with a penalty.

I've tightened the connections, rebooted the router, pinhole reset and even changed what wires I can so I'm confident it's not that kind of issue but happy to be proved wrong.

Hopefully someone can help, many thanks

My BQM 

[mossbell]

Here's my downstream goodness

Downstream bonded channels

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

1	203000000	2.7	38	256 qam	9
2	139000000	3.2	38	256 qam	1
3	147000000	3	38	256 qam	2
4	155000000	2.9	38	256 qam	3
5	163000000	3	40	256 qam	4
6	171000000	3	40	256 qam	5
7	179000000	3	38	256 qam	6
8	187000000	3	40	256 qam	7
9	195000000	2.9	38	256 qam	8
10	211000000	2.7	38	256 qam	10
11	219000000	2.5	38	256 qam	11
12	227000000	2.9	38	256 qam	12
13	235000000	2.5	38	256 qam	13
14	243000000	2.7	38	256 qam	14
15	251000000	2.2	38	256 qam	15
16	259000000	2.5	38	256 qam	16
17	267000000	2	38	256 qam	17
18	275000000	2.4	38	256 qam	18
19	283000000	2.2	40	256 qam	19
20	291000000	2.9	40	256 qam	20
21	299000000	3.2	38	256 qam	21
22	307000000	3.7	40	256 qam	22
23	315000000	3.7	40	256 qam	23
24	323000000	3.7	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	15916	32836
2	Locked	38.9	405286	111403
3	Locked	38.9	189227	86170
4	Locked	38.9	698497	132397
5	Locked	40.3	783139	305406
6	Locked	40.3	128510	36111
7	Locked	38.9	692295	169307
8	Locked	40.3	338087	29479
9	Locked	38.9	24564	42000
10	Locked	38.9	14993	25891
11	Locked	38.9	18018	19603
12	Locked	38.6	18943	26460
13	Locked	38.6	270570	29424
14	Locked	38.9	30901	32843
15	Locked	38.9	280180	29869
16	Locked	38.9	72889	23943
17	Locked	38.9	11381	21541
18	Locked	38.9	11874	21343
19	Locked	40.3	11978	22140
20	Locked	40.3	11801	24396
21	Locked	38.9	11085	22263
22	Locked	40.3	11238	21585
23	Locked	40.3	11565	22371
24	Locked	40.9	11524	24098

[mossbell]

Upstream Stuff

Upstream bonded channels

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

1	60300009	47	5120	64 qam	1
2	39400000	46.5	5120	64 qam	4
3	46200000	47	5120	64 qam	3
4	53699986	46.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network log; maybe I should learn how to read these especially when it's replete with "Warning!"

Network Log

Time Priority Description

09/07/2022 14:12:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 14:12:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 13:57:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 13:41:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 11:24:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 11:24:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 08:52:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 08:07:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:36:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:21:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 06:50:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 06:19:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 04:18:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 04:18:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 03:17:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 03:17:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 02:16:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 02:16:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2022 23:58:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2022 23:27:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Anonymous]

Lots of post RS errors, T3 errors and recent sync errors. BQM has an odd regular latency spike with packet loss.

Check for local issues again on 0800 561 0061. I assume nothing new has been connected to the internal network recently?

If there are no local issues then you may need an engineer via the VM forum team. 

[Paulina_Z]

Hi @mossbell,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that you've been experiencing some issues with your broadband connection recently! I can understand how frustrating this can be.

I have checked our systems and there are no local outages impacting your services at the moment. I also ran some checks on your power levels, and they all look good at the moment.

How has your service been since you last posted?

Have you taken a look at our Broadband Faults page to see if this can help with any issues you're having? Please keep us updated so we can look into this further if needed.

Thank you.

[mossbell]

Hey, thanks for the response.

I tried all the advice listed in the link and gave it time to settle and it's still dropping out/hanging intermittently. Somehow the BQM I was using only showed a red graph for days so I had to set up a new one here. Luckily the heat is so intense I'd rather sit outside so it hasn't been affecting me too much outside of work hours but once the weather cools down I'd like to be able to play games without threat of dropping out.

Many thanks again.

[Paul_DN]

Hi mossbell,

Thank you for reaching back out and for the update, I was able to check things our end and cannot see any issues at all, I can see you haven't rebooted the hub for 18 days, I would advise trying a pin reset on the Router, push a pin/ paper clip in the reset hole, it is important that it is held in for a timed 1 Minute, please allow 15 minutes to settle afterwards.
Please note if you have changed the Router password or any settings these will revert back to factory settings and will need changing back if needed.
Regards
Paul.