09-06-2021 20:08 - edited 09-06-2021 20:09
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.
Answered! Go to Answer
on 10-06-2021 13:24
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
on 09-06-2021 20:13
on 09-06-2021 20:15
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.
09-06-2021 20:17 - edited 09-06-2021 20:19
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.
on 09-06-2021 20:19
on 09-06-2021 20:54
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
on 10-06-2021 13:24
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
on 06-09-2021 20:28
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?
06-09-2021 21:05 - edited 06-09-2021 21:06
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.
on 09-09-2021 08:54
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