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Intermittent drop outs and no help from customer service phone team

Hello, 

I am having daily drop outs, multiple times per day. Both wifi and wired. This issue has been ongoing for nearly 3 weeks now and even after having an engineer come out and swap the hub, it is still happening. Phoning customer service has been no help as they refuse to send a tech out as by the time I manage to get through to someone, the internet is back up. They are very unhelpful. 

Can you help? Below are my network logs, if anyone has a clue what they mean. Apologies for the formatting.

Thank you.

Network Log
Time
Priority
Description
19/08/2019 16:01:46
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:48
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:48
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:51
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:51
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:51
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:52
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:54
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:54
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:55
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:55
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:56
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:56
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:01:59
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:02:0
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:02:0
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:02:5
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:02:5
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:02:7
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 16:02:7
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
SNR (dB)
Modulation
Channel ID
1
443000000
4.8
40
256 qam
5
2
411000000
5.1
40
256 qam
1
3
419000000
4.8
40
256 qam
2
4
427000000
4.6
40
256 qam
3
5
435000000
4.5
40
256 qam
4
6
451000000
4.8
40
256 qam
6
7
459000000
4.5
40
256 qam
7
8
467000000
4.4
40
256 qam
8
9
475000000
4.4
40
256 qam
9
10
483000000
4.9
40
256 qam
10
11
491000000
5
40
256 qam
11
12
499000000
5
40
256 qam
12
13
507000000
4.9
40
256 qam
13
14
515000000
4.6
40
256 qam
14
15
523000000
4.8
40
256 qam
15
16
531000000
4.6
40
256 qam
16
17
539000000
4.5
40
256 qam
17
18
547000000
4.5
40
256 qam
18
19
555000000
4.5
40
256 qam
19
20
563000000
4.6
40
256 qam
20
21
571000000
4.6
40
256 qam
21
22
579000000
4.8
40
256 qam
22
23
587000000
4.8
40
256 qam
23
24
595000000
4.8
40
256 qam
24


Downstream bonded channels
Channel
Locked Status
RxMER (dB)
Pre RS Errors
Post RS Errors
1
Locked
40.3
39688
146922
2
Locked
40.3
35337
155062
3
Locked
40.9
40307
404682
4
Locked
40.9
41453
256011
5
Locked
40.9
41163
257953
6
Locked
40.3
39078
263881
7
Locked
40.3
33656
258606
8
Locked
40.9
28481
50056
9
Locked
40.9
36461
511868
10
Locked
40.9
52555
547614
11
Locked
40.3
70356
226168
12
Locked
40.9
82817
447778
13
Locked
40.3
4089567
1111157
14
Locked
40.9
4064621
1089738
15
Locked
40.9
4060820
1067731
16
Locked
40.9
4043587
1052037
17
Locked
40.3
3998998
990665
18
Locked
40.3
3859611
891335
19
Locked
40.9
3595872
774048
20
Locked
40.3
3449588
703697
21
Locked
40.3
3516258
721078
22
Locked
40.9
3584303
751588
23
Locked
40.9
3531637
738561
24
Locked
40.3
3204265
619881

 

Upstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
Symbol Rate (ksps)
Modulation
Channel ID
1
45800000
4.475
5120
64 qam
1
2
27400000
4.425
5120
64 qam
3
3
53700000
4.5
5120
64 qam
4
4
35800000
4.475
5120
64 qam
2


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

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Tudor
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Message 2 of 5
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Re: Intermittent drop outs and no help from customer service phone team

The stats look fine. The Pre and Post RS errors show high, but these are since the hub was last power cycled which may have been sometime ago. Please power cycle your hub and post a new set of stats after at least 8 hours.


There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal
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Message 3 of 5
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Re: Intermittent drop outs and no help from customer service phone team

Thanks, I do turn the hub off every night... would this be classed as a power cycle? If so, it was done around 3am this morning. 

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Message 4 of 5
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Re: Intermittent drop outs and no help from customer service phone team

It just happened again, except this time I had to reset the hub to get back online. Received two new messages in the network log. Will paste again in case it helps shed any light.

19/08/2019 20:40:59
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 20:40:59
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 20:41:1
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2019 20:41:48
critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Message 5 of 5
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Re: Intermittent drop outs and no help from customer service phone team

I cant post a new question for some reason so hopefully someone will see this here...

I set up a broadband quality monitor last night. Still having multiple dropouts on both wired and wireless devices and the connection when gaming online is atrocious... high ping, lag and packet loss.
Can anyone see a possible issue here? It doesn't look like the 'normal' examples I've seen, so any help deciphering it would be much appreciated. Ignore the large red block in the middle, the hub was off for the night. The rest of the time, the hub has been on. Thanks

https://www.thinkbroadband.com/broadband/monitoring/quality/share/085c6c9926d9ebbc9b47b650210e62624d...

 

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