Internet cuts out daily

[Conwell]

Hello,

For some reason as of recently my internet has been cutting out on a very frequent basis (almost daily). Normally whenever it goes down it's because the Hub 3 is updating according to the router status but I'm almost certain it shouldn't be updating this frequently.

Furthermore, it went down while I was out today, however, I don't know if it was the same reason. Please see my router statistics below and if any big brains can let me know if anything is wrong that would be great! Thanks!

My hub is also in modem mode.

Downstream bonded channels

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

1	330750000	-2.2	38	256 qam	25
2	202750000	-1	38	256 qam	9
3	210750000	-1.2	38	256 qam	10
4	218750000	-1.5	38	256 qam	11
5	226750000	-1.7	38	256 qam	12
6	234750000	-1.7	38	256 qam	13
7	242750000	-2.2	38	256 qam	14
8	250750000	-2.2	38	256 qam	15
9	258750000	-2.5	38	256 qam	16
10	266750000	-2.4	38	256 qam	17
11	274750000	-2.5	38	256 qam	18
12	282750000	-2.9	38	256 qam	19
13	290750000	-2.5	38	256 qam	20
14	298750000	-2.5	38	256 qam	21
15	306750000	-2.2	38	256 qam	22
16	314750000	-2.5	38	256 qam	23
17	322750000	-2	38	256 qam	24
18	338750000	-2.2	38	256 qam	26
19	346750000	-2.7	38	256 qam	27
20	354750000	-3	38	256 qam	28
21	362750000	-3.4	38	256 qam	29
22	370750000	-3.5	38	256 qam	30
23	378750000	-3.5	38	256 qam	31
24	386750000	-3.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	2927	18432
2	Locked	38.9	11833	13822
3	Locked	38.9	9689	18272
4	Locked	38.9	11942	16200
5	Locked	38.9	11639	17358
6	Locked	38.6	10601	16483
7	Locked	38.9	10002	16852
8	Locked	38.9	9145	16709
9	Locked	38.9	8904	16800
10	Locked	38.9	8793	16619
11	Locked	38.9	8766	16878
12	Locked	38.9	8856	16903
13	Locked	38.9	7734	16758
14	Locked	38.9	4243	16355
15	Locked	38.9	3513	16378
16	Locked	38.6	2861	21042
17	Locked	38.9	3454	13635
18	Locked	38.9	3721	13273
19	Locked	38.9	3784	22526
20	Locked	38.9	4137	20831
21	Locked	38.9	4204	21046
22	Locked	38.9	3614	21008
23	Locked	38.6	2245	18125
24	Locked	38.9	1212	20877

[Conwell]

Upstream bonded channels

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

1	32600000	44.8	5120	64 qam	5
2	39400000	44.8	5120	64 qam	4
3	46200000	45.8	5120	64 qam	3
4	53700000	47.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

20/08/2021 12:46:50	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:46:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:46:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:46:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:44:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:44:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:44:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:44:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:44:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:44:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:48:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:48:33	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:47:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:47:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:46:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:46:53	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:42:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:42:54	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:41:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 08:41:54	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand · Accepted solution]

Logs look awful - too many T3 errors. The RS errors may be an issue too. Can you reset them like this. and set up a BQM
_________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure.

When done, fire it up and after it is initialised, check back in the settings and ensure that the RS error counts and T3 counts have all reset to 0. Then check every hour or so 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. T3's reappearing quickly is also bad
____________________________

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[Conwell]

Hey John,

Thanks for your informative answer. I've done as you said and do these results look any better? Should I expect the RS errors and T3 errors to increase overtime or should they remain relatively low?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/55e969f0ac77b181ce615cb20bdce21dbc1cc0c0

Downstream bonded channels

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

1	Locked	38.9	0	0
2	Locked	38.9	5	0
3	Locked	38.6	5	0
4	Locked	38.9	5	0
5	Locked	38.9	5	0
6	Locked	38.6	4	0
7	Locked	38.9	0	0
8	Locked	38.9	5	0
9	Locked	38.9	0	0
10	Locked	38.9	6	0
11	Locked	38.6	5	0
12	Locked	38.6	5	0
13	Locked	38.6	4	0
14	Locked	38.9	5	0
15	Locked	38.9	5	0
16	Locked	38.6	0	0
17	Locked	38.9	17	0
18	Locked	38.9	5	0
19	Locked	38.6	5	0
20	Locked	38.9	5	0
21	Locked	38.6	0	0
22	Locked	38.6	5	0
23	Locked	38.6	6	0
24	Locked	38.9	0	0

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

[jbrennand]

Spoiler

Should ideally all stay at 0.  The odd one is normal. If they both start accumulating - post back here

 Should ideally all stay at 0.  The odd one is normal. If they both start accumulating - post back here

[Conwell]

Hi John,

Woke up this morning to check the stats again. T3 errors are still 0, however, PostRS errors have increased incredibly quickly and from looking at my broadband monitor there's been a lot of packet loss. Definitely seems like there is a fault, what would be the best way of getting an engineer out as if I call their phone line a bot just tells me to reboot the Hub and hangs up. Thanks!

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

1	Locked	38.9	155739	34018
2	Locked	38.9	165899	65593
3	Locked	38.6	165662	60495
4	Locked	38.9	159539	68873
5	Locked	38.9	158980	70742
6	Locked	38.9	159976	77907
7	Locked	38.9	160320	74434
8	Locked	38.9	161075	75442
9	Locked	38.6	162512	69819
10	Locked	38.6	163103	74287
11	Locked	38.6	164401	64288
12	Locked	38.6	164519	64428
13	Locked	38.9	165491	50097
14	Locked	38.6	166293	52303
15	Locked	38.9	163882	39797
16	Locked	38.9	163433	37393
17	Locked	38.9	154395	30959
18	Locked	38.6	149324	30174
19	Locked	38.9	153903	35678
20	Locked	38.9	151391	34361
21	Locked	38.6	154629	41148
22	Locked	38.9	150277	37043
23	Locked	38.6	151133	39060
24	Locked	38.6	148757	33023

[jbrennand]

I will flag for VM to come here and comment

[Conwell]

Hi John,

Thanks! I just called VM and they claimed that it's an area issue and the earliest they are going to have it fixed would be Tuesday. This would make sense as I've only started to get this issue recently so I guess I will survive until Tuesday and see if the issue still occurs. For some reason they haven't put this incident on their status page or on the service status phone line which I also mentioned to them as this whole time I've been thinking it's a problem with my equipment.

My area reference is 21 in case any VM officials would like to know.

[jbrennand]

See what they say when they get here.

[Paulina_Z]

Hi @Conwell,

Welcome back to our Community Forums! Thank you for post, and I'm sorry to hear that you're experiencing some ongoing connection issues with your Hub!

I was able to locate your account and run some checks. You are correct, there is an area issue that is currently impacting your broadband and television services. 

This area issue is under the fault number F009230144 and is estimated to be resolved on 24/08/21 at 13:35.

I would advise waiting for this issue to be resolved to run some further checks on your systems and then potentially booking in a technician to look into your issue.

Please keep us updated on this issue and how you're getting on. Our engineers are working hard on having this issue resolved as soon as possible.

Thank you,