Network Dropouts

[DanMackie1]

Hello,

My house have been having multiple daily dropouts pretty much since we moved into the new place at the start of this year. We have got the Hub 3.0 and recently got the mesh system installed too. Generally the speed is great, it just drops out multiple times a day, sometimes just for a second or two. I have tried everything under the sun including multiple resets, testing all cables are connected correctly and splitting the Wifi between 2.4Ghz and 5Ghz - nothing has worked.

Here is my BQM link, it's a similar picture on most days but particularly bad today - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8ad6350511b26c425e891f67bcc653a4d...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b82f44fa1b4700c046a7137fe9958234ff...

Here are logs from the router settings:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 3.4 40 256 qam 25
2 203000000 5 38 256 qam 9
3 211000000 4.9 38 256 qam 10
4 219000000 4.9 38 256 qam 11
5 227000000 5 40 256 qam 12
6 235000000 5 40 256 qam 13
7 243000000 5 38 256 qam 14
8 251000000 4.9 40 256 qam 15
9 259000000 4.9 40 256 qam 16
10 267000000 5 40 256 qam 17
11 275000000 4.8 40 256 qam 18
12 283000000 4.1 40 256 qam 19
13 291000000 3.7 40 256 qam 20
14 299000000 3.2 40 256 qam 21
15 307000000 3 40 256 qam 22
16 315000000 3.2 40 256 qam 23
17 323000000 3.2 40 256 qam 24
18 339000000 3.5 40 256 qam 26
19 347000000 3.5 40 256 qam 27
20 355000000 3.5 40 256 qam 28
21 363000000 3.7 40 256 qam 29
22 371000000 3.7 40 256 qam 30
23 379000000 3.7 40 256 qam 31
24 387000000 3.7 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 491 9540
2 Locked 38.9 4445 14796
3 Locked 38.9 414 8763
4 Locked 38.6 259 8772
5 Locked 40.3 393 8715
6 Locked 40.3 208 9005
7 Locked 38.9 217 9333
8 Locked 40.3 269 16709
9 Locked 40.9 564 24649
10 Locked 40.3 548 24762
11 Locked 40.3 382 9379
12 Locked 40.3 340 9232
13 Locked 40.3 590 17251
14 Locked 40.9 448 9711
15 Locked 40.9 545 9485
16 Locked 40.3 376 9599
17 Locked 40.3 511 9489
18 Locked 40.3 382 9739
19 Locked 40.3 403 26175
20 Locked 40.3 397 9823
21 Locked 40.3 512 9836
22 Locked 40.3 492 18103
23 Locked 40.3 1767 24509
24 Locked 40.3 1080 6268

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 44.5 5120 64 qam 2
2 46200000 44.5 5120 64 qam 3
3 60300000 44.5 5120 64 qam 1
4 39400048 44.3 5120 64 qam 4

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 5 0
4 ATDMA 0 0 8 0

Network Log
Time Priority Description
04/06/2021 14:59:13 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:33:47 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:33:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:33:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:33:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:33:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:25:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:59 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:54 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:54 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:06:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:06:30 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:06:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:06:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:06:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 13:56:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 13:56:56 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Please help! 

Thanks,
Dan

[Jodi_S]

Hi DanMackie1,

Sorry for the delay in getting back to you. We have now booked your appointment in for you. You can check the time and date using the link here.

If this is not convenient your can re-schedule the day and time.

Kind regards Jodi. 

[DanMackie1]

Hi,

Engineer came and was very friendly/helpful. Unfortunately as he arrived he told me there was a local fault and not much he could do to my connectivity issues.

The error code is F009187712 - please can you tell me if this has been fixed yet?

I understand many in my area (Finsbury Park, N4) have had similar issues all year and it's resolved before faulting again some weeks later. I believe this is due to very old cabinets/lines connecting us. Are there any plans to upgrade these? 

Thanks,

Dan 

[Travis_M]

Hi @DanMackie1

Sorry to hear you're experiencing an Area Outage, the network is always looked over by our teams and if the team deem any of the network weak or that it requires upgrading, we will carry this out. We'll make you aware once plans are in place to upgrade these.

Regards

[DanMackie1]

Thanks Travis, can you tell me about fault F009187712 please?

Thanks,

[Travis_M]

Hi @DanMackie1

The Signal Noise Ratio outage is currently ongoing with an estimated fix date of 06 AUG 2021 11:50. Our engineers are working hard to have this resolved as soon as possible, for any updates we have our service status page here which will provide further and also the most up to date information on the outage.

Regards

[DanMackie1]

Thanks Travis,

The error you mention does not appear on the service status page, for some reason it is not available to view by the customer. Can you enable this? Otherwise I will need to keep checking back with you.

Thanks,

Dan

[Travis_M]

Hi @DanMackie1

The remedy number is the same for the outage I stated above and the one provided by yourself, i'll feed this back to the team for this not showing on the service status page. The current estimated fix date is 06 AUG 2021 11:50 - if you require any further update please do come back here for the time being.

My apologies for the inconvenience.

Regards

[DanMackie1]

Hello,

Please can you tell me what the latest is now please? We are having internet drop outs once a minute at the moment it's unbearable.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8ad6350511b26c425e891f67bcc653a4d...

It has once again removed itself from the service status page so I can no longer track it's updates.

Thanks

[legacy1]

I have to wonder with your connection being so bad that your upstream Modulation don't drop from 64qam? Or maybe VM hard set it so it don't drop which would may sense to weed out the problem modems with bad cabling and such.

[DanMackie1]

Hey mate,

Not really sure what this means if I'm honest, any suggestions what we can try? I think there's dodgy cabling to our cabinet nearby I'm praying they will fix.

Thanks,