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Keeley1998
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Our broadband connection keeps dropping

Internet keeps dropping, looked at the log for the router and they all appear to be critical Sync failures:

18/07/2021 13:06:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 13:05:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 12:59:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 12:49:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 12:48:41Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 12:44:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 12:44:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 12:36:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 12:32:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 12:18:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 12:17:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 11:11:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 11:10:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 10:58:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 10:57:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 10:52:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 10:50:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 19:51:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 19:26:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 19:17:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Would anyone be able to let me know how to get this fixed? It's been frustrating where it's been dropping out so often.

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Tudor
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Re: Our broadband connection keeps dropping

Please post the up/downstream stats.


Tudor
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Keeley1998
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Re: Our broadband connection keeps dropping

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

11387500004.140256 qam1
21467500003.538256 qam2
3154750000340256 qam3
41627500002.740256 qam4
51707500002.939256 qam5
61787500002.540256 qam6
71867500002.240256 qam7
8194750000240256 qam8
92027500001.740256 qam9
102107500001.240256 qam10
112187500000.940256 qam11
12226750000038256 qam12
13234750000-0.440256 qam13
14242750000-0.238256 qam14
152507500000.740256 qam15
162587500000.740256 qam16
172667500000.740256 qam17
182747500000.540256 qam18
192827500000.940256 qam19
202907500000.940256 qam20
21298750000140256 qam21
223067500000.740256 qam22
233147500000.740256 qam23
243227500000.540256 qam24

 

 

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

1Locked40.31793778620319298
2Locked38.9127389191147286
3Locked40.91818395351282
4Locked40.32724993468396
5Locked39.31565821290953
6Locked40.31311347228431
7Locked40.31284857222229
8Locked40.31528263321228
9Locked40.91159374242110
10Locked40.377286963067
11Locked40.393867499654
12Locked38.91508902252488
13Locked40.31482373219613
14Locked38.970668348680
15Locked40.32206763584
16Locked40.31651842947
17Locked40.927525111559
18Locked40.340419045588
19Locked40.344234024430
20Locked40.33004644044
21Locked40.31733001560
22Locked40.39322520
23Locked40.3147412258
24Locked40.921318912094

 

Upstream bonded channels

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

12580009943.8512064 qam6
24620000045.8512064 qam3
33940000044.8512064 qam4
43259998544.5512064 qam5

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0090
2ATDMA0080
3ATDMA00150
4ATDMA00170

 

Thanks for looking at this!

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Tudor
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Re: Our broadband connection keeps dropping

Lots of upstream T3’s are not good, Pre & Post RS errors are high, but they are since the hub was last power cycled. So please power cycle the hub and post a new set of stats after a few hours. You will probably need a technician’s visit to rectify the problem as it looks like noise ingress.


Tudor
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Keeley1998
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Re: Our broadband connection keeps dropping

Only been about an hour since power cycling but plenty of drops since then - new stats below:

Downstream bonded channels

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

11387500003.737256 qam1
2146750000336256 qam2
31547500002.736256 qam3
41627500002.536256 qam4
51707500002.537256 qam5
61787500002.237256 qam6
71867500001.938256 qam7
81947500001.738256 qam8
92027500001.438256 qam9
10210750000138256 qam10
112187500000.540256 qam11
12226750000038256 qam12
13234750000-0.540256 qam13
14242750000-0.438256 qam14
152507500000.440256 qam15
162587500000.240256 qam16
172667500000.440256 qam17
182747500000.240256 qam18
192827500000.540256 qam19
202907500000.540256 qam20
212987500000.540256 qam21
223067500000.240256 qam22
233147500000.240256 qam23
243227500000.240256 qam24



Downstream bonded channels

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

1Locked37.91611862385600
2Locked36.32958953208223
3Locked36.33146048294240
4Locked36.61522326595803
5Locked372550042450477
6Locked37.91803681202788
7Locked38.913590589116
8Locked38.92462651803
9Locked38.9205871617
10Locked38.910071464
11Locked40.310385289
12Locked38.9305044
13Locked40.3469730
14Locked38.917610
15Locked40.31030
16Locked40.3320
17Locked40.3120
18Locked40.9100
19Locked40.320
20Locked40.350
21Locked40.360
22Locked40.350
23Locked40.380
24Locked40.360

 

Upstream bonded channels

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

12580000044.5512064 qam6
24620000046.3512064 qam3
33940006945.5512064 qam4
43259999045.3512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0000
3ATDMA0020
4ATDMA0000

 

 

Network Log

Time Priority Description

18/07/2021 18:28:18noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 17:54:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 17:53:42criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 17:52:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

Thanks again for your advice - we will be getting in touch with VM tomorrow!

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Tudor
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Re: Our broadband connection keeps dropping

Yep, you have got real problems. Phone customer services and report the issue or wait for a VM staff member on the board to get to your post.


Tudor
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Hayley_S
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Re: Our broadband connection keeps dropping

Hello @Keeley1998.

 

Welcome to the community page, thank you for posting on here.

 

I am sorry that your broadband keeps dropping its connection.

 

Please can you tell me if you have call us since you made this post? Or if you are still in need of help.

 

Look forward to your response.

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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