Intermittent broadband

[whitedragon]

Hello,

I'm writing here, having previously called the customer service, but getting stuck in the restart / reset to factory defaults loop.

My connection has been intermittent for the last couple of days. 

I get lots of SYNC Timing Synchronization failure - Loss of Sync followed by RCS Partial Service errors at the time when above happens.

The errors below accumulated over 12 hours.

Downstream bonded channels

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

1	323000000	0	38	256 qam	24
2	203000000	-2.7	36	256 qam	9
3	211000000	-5.4	36	256 qam	10
4	219000000	-4.4	36	256 qam	11
5	227000000	-2.7	36	256 qam	12
6	235000000	-2.7	37	256 qam	13
7	243000000	-1.7	38	256 qam	14
8	251000000	-1.5	38	256 qam	15
9	259000000	-0.5	38	256 qam	16
10	267000000	-0.5	38	256 qam	17
11	275000000	-1	38	256 qam	18
12	283000000	-0.5	38	256 qam	19
13	291000000	-0.2	38	256 qam	20
14	299000000	0	38	256 qam	21
15	307000000	0.5	38	256 qam	22
16	315000000	-0.5	38	256 qam	23
17	331000000	0.4	38	256 qam	25
18	339000000	-0.2	38	256 qam	26
19	347000000	-0.7	38	256 qam	27
20	355000000	-1.2	38	256 qam	28
21	363000000	0	38	256 qam	29
22	371000000	0.7	38	256 qam	30
23	379000000	0	38	256 qam	31
24	387000000	0	37	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	46478	127741
2	Locked	36.6	73122	229335
3	Locked	36.3	73853	254318
4	Locked	36.3	69402	251516
5	Locked	36.3	62784	198906
6	Locked	37.6	63706	198753
7	Locked	38.6	64662	180725
8	Locked	38.9	60927	155136
9	Locked	38.6	55416	132378
10	Locked	38.9	53783	134654
11	Locked	38.6	53535	143217
12	Locked	38.9	52728	133590
13	Locked	38.6	48416	125948
14	Locked	38.6	47078	111355
15	Locked	38.9	44471	117620
16	Locked	38.6	45055	142371
17	Locked	38.6	41656	114075
18	Locked	38.6	42254	113230
19	Locked	38.6	42270	136536
20	Locked	38.9	47641	126225
21	Locked	38.6	46420	84277
22	Locked	38.6	41518	73500
23	Locked	38.6	41368	79646
24	Locked	37.3	38919	81854

I'm in area 31. This has been happening over the last couple of days, especially in the mornings and evenings.

I am using Hub 3.0 in modem mode - with my own router. At this point I've restarted, reset and reconfigured everything. I've tried replacing cable between the hub and the wall socket. I've tried replacing cables between the Hub and the router. I've tried interfacing with the Hub directly.

I can provide additional information, if necessary.

Help, please.

[jbrennand]

BQM looks awful. Can you clear the RS errors as below - and also post the upstream data.
___________________________

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.

[risc19]

Hello,

Not looking good there buddy.

Can you post the upload info from your hub as well?

Have you checked for faults in your area?

The pic has not been approved jet, is it a BQM from think broadband?

If not you should start one.

[whitedragon]

Thanks for the fast reply!

The RS counts are almost always this high. I rebooted the Hub multiple times already, they reset every time, but get high rather quickly - they reach tens of thousands within two to three minutes after the reboot.

Here's the upstream data:

Upstream bonded channels

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

1	53700000	51	5120	64 qam	2
2	46200000	49.8	5120	64 qam	3
3	39400000	51	5120	64 qam	4
4	60300000	51	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

@risc19 Yes, the image is BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/40c7f102ee5802e8277eefddbe8ec1cb32...

I've checked for faults multiple times - it says all is good, once it said to reboot the Hub.

[jbrennand]

You need a VM person to look at the connection - I will ask one of them to come here and comment

[Zoie_P]

Hi Whitedragon, 

Thanks for your post 🙂
I am so sorry to hear you are having issues as our helpful VIP @jbrennand has flagged this to our attention, I can see there are issues on your upstream and downstream and we will need to book a tech, I will pop you over a pm and we can go from there

(Keep an eye out for the purple envelope)
Zoie

[Zoie_P · Accepted solution]

Thanks for mesaaging with me whitedaragon, 

Please let us know how your visit goes with the engineer and how your service is afterward.

If you want to view or change your appointment you can do so here, select the tab that says "Help" then from there you can view orders and appointments if you wish to rearrange or cancel or even double-check the time 

Zoie

[whitedragon]

Hi everyone,

Unfortunately, I have to re-open this topic. The engineer who visited me told me, that I wasn't the only one on my street, who has this problem. He changed a few things inside the socket, which improved the power levels. I have no idea what he has done outside. At the end of the day, it helped for a bit - I had a few weeks of peace, but now we're back to the square one.

Here's some BQM graphs:

05-08-2021 06-08-2021 11-08-2021 21-08-2021 22-08-2021 24-08-2021 06-09-2021 

It seems to be happening randomly. Sometimes it's just a latency issue, sometimes it just drops the entire connection every few seconds or minutes.

Downstream bonded channels
Channel	Frequency	Power	SNR	Modulation	Channel ID
1   	323000000	8.1   	40	256 qam 	24
2   	203000000	8   	40	256 qam 	9
3   	211000000	7.5   	40	256 qam 	10
4   	219000000	7.6   	40	256 qam 	11
5   	227000000	7.5   	40	256 qam 	12
6   	235000000	7.1   	40	256 qam 	13
7   	243000000	7.1   	40	256 qam 	14
8   	251000000	6.5   	40	256 qam 	15
9   	259000000	6.5   	38	256 qam 	16
10   	267000000	7   	40	256 qam 	17
11   	275000000	7.1   	40	256 qam 	18
12   	283000000	7.9   	40	256 qam 	19
13   	291000000	7.9   	40	256 qam 	20
14   	299000000	8   	38	256 qam 	21
15   	307000000	8.5   	40	256 qam 	22
16   	315000000	7.9   	40	256 qam 	23
17   	331000000	8   	38	256 qam 	25
18   	339000000	7.5   	38	256 qam 	26
19   	347000000	7.9   	38	256 qam 	27
20   	355000000	7.6   	38	256 qam 	28
21   	363000000	7.8   	38	256 qam 	29
22   	371000000	7.4   	38	256 qam 	30
23   	379000000	6   	38	256 qam 	31
24   	387000000	5.9   	38	256 qam 	32

Downstream bonded channels
Channel	Locked	RxMER	Pre RS Errors	Post RS Errors
1   	Locked	40.3	25342   	43140
2   	Locked	40.3	34464   	75110
3   	Locked	40.9	34192   	77751
4   	Locked	40.3	32242   	74865
5   	Locked	40.3	30582   	62763
6   	Locked	40.3	30571   	63875
7   	Locked	40.9	31599   	65585
8   	Locked	40.3	31476   	54289
9   	Locked	38.9	29865   	46278
10   	Locked	40.3	28224   	47594
11   	Locked	40.3	29229   	54412
12   	Locked	40.3	28659   	51075
13   	Locked	40.3	27465   	41845
14   	Locked	38.9	26139   	38506
15   	Locked	40.3	25271   	45246
16   	Locked	40.3	25772   	52217
17   	Locked	38.9	24103   	36535
18   	Locked	38.6	23947   	42373
19   	Locked	38.9	24672   	49997
20   	Locked	38.9	25508   	39773
21   	Locked	38.9	24306   	28718
22   	Locked	38.6	23854   	29509
23   	Locked	38.9	25090   	33422
24   	Locked	38.6	25040   	32402

Upstream bonded channels
Channel	Frequency	Power	Symbol Rate	Modulation	Channel ID
1   	53699956	40.8	5120    	64 qam  	2
2   	46200143	40.3	5120    	64 qam  	3
3   	39400020	40.3	5120    	64 qam  	4
4   	60299981	41.8	5120    	64 qam  	1

Upstream bonded channels
Channel	Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1   	ATDMA	0       	0       	2       	0
2   	ATDMA	0       	0       	0       	0
3   	ATDMA	0       	0       	0       	0
4   	ATDMA	0       	0       	1       	0

Please help?

[jpeg1]

There is still something seriously wrong with your feed, to produce so many uncorrected errors. 

If the technician said others in the area were equally bad he should have reported it as an area problem,  to be corrected by now.

Perhaps a VM person on here can check for any known issues in your area.

[Tom_F]

Sorry to hear that issues are ongoing for you whitedragon. It doesn't look like any are issues were raised, but as helpfully advised above there's definitely more errors in the logs than we'd like to see normally.

We'll need to arrange a follow-up visit with a senior engineer who will be able to double-check everything over and escalate any potential wider issues - please look out for my PM and we'll get that sorted out.

Tom