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

[DanMackie1]

Still waiting for a reply on this please.

Thanks

[DanMackie1]

It's now saying fix estimate 4PM today. I think if it's not fixed today we will have to cancel our contract as it's been unusable for over a week now and intermittent since January this year.

Thanks,

[David_Bn]

Thanks for your recent updates @DanMackie1 and I'm terribly sorry to hear of the continuous struggles you've been facing. 

The outage on our account is currently showing a fix time and date of 15:45 on 17/08/21

This is classed as a sound to noise ration (SNR) outage

We're terribly sorry for any inconvenience this causes you

Kindest regards,

David_Bn  

[DanMackie1]

Hello,

Please can you update the service status portal again so I can track the issue as I have no way of knowing when it's being fixed as it just gets pushed back and back..It keeps dissapearing and telling me there are "no known faults" when clearly there is. 

Is it possible to make this a priority? It's so intermittent for weeks now it's unusable, I will be expecting some compensation please.

[Paul_DN]

Hi Dan,

hanks for coming back to us, sorry to see the issue isn't showing your end, if the issue isn't showing on our Service Status page then you can also call the fault line on 0800 561 0061.

Apologies again for any inconvenience caused by this and that it is taking longer than expected to resolve.

Regards

Paul.

[DanMackie1]

Hello,

Yep as expected it's the exact same thing, says there is no fault in the area on the phone line as well as the service status page. I assume this is so you get less complaints for the same thing. Please can you update it so I can track the issue..

Thanks, 

[Ayisha_B]

Hi @DanMackie1, 

Thanks for your post. Not all outages will show on our Service Status as it may not be impacted everyone in the area.

I have checked your account and the outage has been resolved. 

Let me know if you need help with anything else.

[DanMackie1]

Ok, that doesn't really help me though does it?

Please can you confirm the fault F009187712 has been fixed or when it is due to be fixed?

My BQM today does not suggest to me that the fault has been fixed..

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8ad6350511b26c425e891f67bcc653a4d105721

[Corey_C]

HI DanMackie1,

I can confirm that the faul F009187712 has been fixed however if you are still having connection issues. I have sent you a private message to confirm your account details.

Cheers,

Corey C