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

[jbrennand]

What Mesh system do you have - or do you mean the VM Pods?

BQM not good. RS and T3 errors may indicate a problem - just to be sure can you start from a blank sheet.

Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts and T3's have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[DanMackie1]

Thanks for reply mate.

Yeah the VM pod, just one but pretty such it's called the 'mesh' system. As I say the speed is decent it's just the dropouts that are annoying, seems like a lot have the same issue on this forum.

Just done as you said and all reset to 0, will check back in an hour or two and report back..

[jbrennand]

OK your BQM is looking awful. Have you got any other devices connected to the hub on ethernet cable (switch, WAP, NAS, TV, Console, etc) as they may have a bad connector somewhere?

[DanMackie1]

There is the Virgin Media TV directly plugged in, along with a PlayStation but the PlayStation is rarely switched on. I've been in the house alone all day with just my computer on and getting dropouts.

3 T3 errors now just come through but the rest all at 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 3 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

[DanMackie1]

Just checked router status this morning and have  the following errors:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 4.5 38 256 qam 9
2 211000000 4.5 38 256 qam 10
3 219000000 4.5 38 256 qam 11
4 227000000 4.6 40 256 qam 12
5 235000000 4.6 40 256 qam 13
6 243000000 4.6 40 256 qam 14
7 251000000 4.5 40 256 qam 15
8 259000000 4.5 40 256 qam 16
9 267000000 4.6 40 256 qam 17
10 275000000 4.3 40 256 qam 18
11 283000000 3.7 40 256 qam 19
12 291000000 3.4 38 256 qam 20
13 299000000 2.7 40 256 qam 21
14 307000000 2.5 40 256 qam 22
15 315000000 2.7 38 256 qam 23
16 323000000 2.7 40 256 qam 24
17 331000000 2.9 40 256 qam 25
18 339000000 3 40 256 qam 26
19 347000000 3 40 256 qam 27
20 355000000 3.2 40 256 qam 28
21 363000000 3.4 40 256 qam 29
22 371000000 3.2 40 256 qam 30
23 379000000 3.2 40 256 qam 31
24 387000000 3.2 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 9453 68709
2 Locked 38.9 5537 67993
3 Locked 38.9 4848 87002
4 Locked 40.3 4169 64493
5 Locked 40.3 4604 73470
6 Locked 40.3 6166 70689
7 Locked 40.9 4779 67732
8 Locked 40.3 3992 89604
9 Locked 40.3 4027 81187
10 Locked 40.9 4433 70039
11 Locked 40.3 6091 82425
12 Locked 38.9 7822 88129
13 Locked 40.3 9354 84582
14 Locked 40.3 10284 84490
15 Locked 38.9 12568 83158
16 Locked 40.3 12814 91658
17 Locked 40.3 11873 87446
18 Locked 40.9 12732 90571
19 Locked 40.3 10047 89672
20 Locked 40.9 5091 81718
21 Locked 40.3 7747 86530
22 Locked 40.3 5441 83308
23 Locked 40.3 15578 78545
24 Locked 40.3 21230 74348

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 45.3 5120 64 qam 2
2 46200120 45.3 5120 64 qam 3
3 60300000 45.3 5120 64 qam 1
4 39400000 44.8 5120 64 qam 4

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 10 0
2 ATDMA 0 0 26 0
3 ATDMA 0 0 25 0
4 ATDMA 0 0 34 0

Network Log
Time Priority Description
07/06/2021 03:13:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 03:12:38 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 03:12:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 03:12:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 03:12:32 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 03:12:32 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 03:12:32 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 03:00:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:59:35 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:59:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:59:29 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:59:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:59:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:33:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:33:22 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:33:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:33:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:33:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:33:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 02:33:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Full of T3 timeouts and PostRS Errors - There's noise getting in somewhere - I'd say an engineer would be needed to investigate!

[Gareth_L]

Hello DanMackie1

Thanks for your post and sorry you are having this issue 

I have checked a few things from here and we are showing an issue on upstream levels 

What I can do is arrange for an engineer to attend 

I will need to pass security first

Can you let me know if you wish to go ahead with the visit 

Gareth_L

[DanMackie1]

Hi Gareth,

Yes please I would like to go ahead with the visit!

Thanks

[Gareth_L]

Thanks DanMackie1

Lets get this booked in then 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L