Intermittent broadband connection

[agis_k]

Hi

I'm working from home full time and I am thinking of switching to another broadband provider, since I've called an engineer and apart from changing the cable, all the issues still remain.

My internet connection keeps dropping for 5-10 secs and then is coming back. For me working from home means that this behaviour is very disruptive and enough for kicking me out of a meeting or ruin a presentation.

Posting a message here, hoping that someone will actually investigate the problem is the last move before I switch to another provider.

[MikeRobbo]

How are you connecting your device, Wi-Fi or ethernet cable ?

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

[agis_k]

Hi. Thank you for your quick reply.

I am connecting to the device through a Cat 6 ethernet cable. But when the connection is down, it affects everything.

I've already checked the cables from and to the Hub.

The service status is the first one I tend to check but it's green most of the times.

I'll paste the Router Status info, but I had to restart the router earlier today.

Thanks
Agis

[agis_k]

Upstream bonded channels

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

1	39399964	4.1	5120	64 qam	4
2	46200014	4.2	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0

[agis_k]

Downstream bonded channels

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

1	699000000	1.4	38	256 qam	33
2	491000000	2.7	38	256 qam	11
3	499000000	2.4	38	256 qam	12
4	507000000	2	38	256 qam	13
5	515000000	2	38	256 qam	14
6	523000000	2.4	38	256 qam	15
7	531000000	2.5	38	256 qam	16
8	539000000	2.4	38	256 qam	17
9	547000000	2.5	38	256 qam	18
10	555000000	2.2	38	256 qam	19
11	563000000	2.2	38	256 qam	20
12	571000000	1.2	38	256 qam	21
13	579000000	1.7	38	256 qam	22
14	587000000	1.7	38	256 qam	23
15	595000000	2	38	256 qam	24
16	603000000	2	38	256 qam	25
17	611000000	1.7	38	256 qam	26
18	619000000	2	38	256 qam	27
19	627000000	1.4	38	256 qam	28
20	635000000	1.5	38	256 qam	29
21	643000000	0.9	38	256 qam	30
22	651000000	0.7	38	256 qam	31
23	659000000	0.7	38	256 qam	32
24	707000000	0.7	38	256 qam	34

Downstream bonded channels

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

1	Locked	38.6	164	269
2	Locked	38.9	3393	230
3	Locked	38.9	2945	285
4	Locked	38.9	2481	237
5	Locked	38.6	2179	241
6	Locked	38.6	1974	227
7	Locked	38.9	1574	211
8	Locked	38.6	1450	245
9	Locked	38.6	1358	219
10	Locked	38.6	1162	274
11	Locked	38.6	1030	225
12	Locked	38.9	867	196
13	Locked	38.6	681	228
14	Locked	38.9	500	217
15	Locked	38.6	449	218
16	Locked	38.9	493	318
17	Locked	38.9	379	215
18	Locked	38.9	434	224
19	Locked	38.6	360	273
20	Locked	38.6	306	209
21	Locked	38.6	399	225
22	Locked	38.6	363	234
23	Locked	38.6	256	264
24	Locked	38.6	132	217

[agis_k]

Network Log

Time Priority Description

14/09/2020 11:05:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 10:18:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:29:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:19:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 09:10:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 08:48:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 02:03:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 01:45:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 00:23:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 22:11:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 19:19:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 19:18:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 19:18:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 19:02:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 15:45:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 15:18:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 15:16:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 11:00:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 09:49:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 09:31:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

It's covering the mad addresses when I do copy paste. Please let me know if I can do it another way

[MikeRobbo]

The software is designed to 'rip' the MAC Address from the report.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

[agis_k]

My BQM 

[bmeyer234]

I've got the same issues at E5 8AF. 

Internet is jumping from 0.00mps all the way up to 100mbs 

Downstream bonded channels

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

1	331000000	10	38	256 qam	25
2	203000000	10	38	256 qam	9
3	211000000	9.9	38	256 qam	10
4	219000000	9.9	38	256 qam	11
5	227000000	9.8	38	256 qam	12
6	235000000	9.8	38	256 qam	13
7	243000000	9.8	38	256 qam	14
8	251000000	9.5	38	256 qam	15
9	259000000	9.1	38	256 qam	16
10	267000000	8.4	38	256 qam	17
11	275000000	8.5	38	256 qam	18
12	283000000	8.6	38	256 qam	19
13	291000000	9.3	38	256 qam	20
14	299000000	9.8	38	256 qam	21
15	307000000	9.8	38	256 qam	22
16	315000000	10	38	256 qam	23
17	323000000	9.9	38	256 qam	24
18	339000000	10.3	38	256 qam	26
19	347000000	10.1	38	256 qam	27
20	355000000	10	38	256 qam	28
21	363000000	10	38	256 qam	29
22	371000000	10.1	38	256 qam	30
23	379000000	10.3	38	256 qam	31
24	387000000	10.4	38	256 qam	32

Upstream bonded channels

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

1	46200102	4.3	5120	32 qam	3
2	39400140	4.275	5120	32 qam	4
3	32600185	4.25	5120	32 qam	5
4	25800000	4.175	5120	16 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

14/09/2020 13:31:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:31:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:31:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:31:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:30:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:30:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:30:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:29:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:29:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:29:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:29:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:27:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:27:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:27:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:26:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:26:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:26:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:26:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:26:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:24:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

In the process of pulling together a BQM graph. Will add once i've got it. This problem has been going on for 10 days now 

[MikeRobbo]

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@bmeyer234 wrote:

I've got the same issues at E5 8AF. 

... snip ...

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If you want assistance please start your own thread.