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Superkopite
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Internet dropping every few mins

Hi There

My internet is dropping its connection every few mins and I need some help to sort it out. 

BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a4b7178403854198fc6b31e2168efdab10...

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1139000000-0.538256 qam1
2147000000-1.738256 qam2
3155000000-138256 qam3
41630000000.438256 qam4
51710000000.238256 qam5
6179000000-0.438256 qam6
7187000000-0.938256 qam7
8195000000-0.538256 qam8
9203000000038256 qam9
102110000000.437256 qam10
11219000000038256 qam11
12227000000-0.738256 qam12
13235000000-1.438256 qam13
14243000000-0.238256 qam14
152510000000.738256 qam15
162590000000.238256 qam16
17267000000-0.538256 qam17
18275000000-0.738256 qam18
19283000000-0.938256 qam19
202910000000.538256 qam20
212990000001.538256 qam21
22307000000138256 qam22
233150000000.538256 qam23
243230000001.738256 qam24



Downstream bonded channels

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

1Locked38.910392821527971
2Locked38.6123315147133
3Locked38.61472181941143
4Locked38.611396891685351
5Locked38.6844821198
6Locked38.913397701601215
7Locked38.61981540239863
8Locked38.6510
9Locked38.6120
10Locked37.6350
11Locked38.690
12Locked38.940
13Locked38.900
14Locked38.950
15Locked38.650
16Locked38.950
17Locked38.610
18Locked38.670
19Locked38.600
20Locked38.650
21Locked38.960
22Locked38.670
23Locked38.900
24Locked38.660
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Superkopite
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Re: Internet dropping every few mins

Upstream bonded channels

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

16030000050.8512064 qam1
23940000050.3512064 qam4
34620000050512064 qam3
45370000950.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0020
3ATDMA0000
4ATDMA0000
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Superkopite
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Re: Internet dropping every few mins

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm



Primary Downstream Service Flow

SFID288666
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID288665
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Superkopite
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Re: Internet dropping every few mins

etwork Log

Time Priority Description

08/02/2021 12:05:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:02:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:01:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:00:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:56:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:53:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:47:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:44:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:32:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:25:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:20:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:16:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:15:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:10:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:10:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:09:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:08:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:08:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:03:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 10:57:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 5 of 7
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Re: Internet dropping every few mins

Your connection is awful. The PostRS error counts in down channels 1-7 is bad news. BQM noit looking promising even at this early stage.

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly though try as soon as

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Superkopite
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Message 6 of 7
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Re: Internet dropping every few mins

Thanks, will call them in the morning

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Superkopite
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Message 7 of 7
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Re: Internet dropping every few mins

Thanks for your help

Engineer booked, but not until Saturday! 😢

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