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Random Connection Drops - High Latency

grinningdonkey
Joining in

on ‎23-11-2021 21:38

For at least a month now I've been having random connection drops. Usually happens for a few days then it's fine for a few more. The last three days have been especially bad. Hub is in modem mode connected to a netgear nighthawk R7000. Took that out of the equation today and reverted the hub to router mode but it made no difference. Back to modem mode now. 

Downstream bonded channels

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

1475000000-2.938256 qam9
2483000000-2.738256 qam10
3491000000-2.738256 qam11
4499000000-2.738256 qam12
5507000000-338256 qam13
6515000000-3.238256 qam14
7523000000-3.538256 qam15
8531000000-3.238256 qam16
9539000000-3.238256 qam17
10547000000-3.438256 qam18
11555000000-3.738256 qam19
12563000000-3.738256 qam20
13571000000-3.738256 qam21
14579000000-3.538256 qam22
15587000000-3.238256 qam23
16595000000-338256 qam24
17603000000-3.238256 qam25
18611000000-3.438256 qam26
19619000000-3.938256 qam27
20627000000-4.238256 qam28
21635000000-3.538256 qam29
22643000000-338256 qam30
23651000000-2.438256 qam31
24659000000-2.938256 qam32



Downstream bonded channels

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

1Locked38.630373106338
2Locked38.630478110767
3Locked38.631237115701
4Locked38.931963122507
5Locked38.930364117670
6Locked38.930898129048
7Locked38.631515127703
8Locked38.929869110928
9Locked38.930111116344
10Locked38.630186127038
11Locked38.628737134541
12Locked38.630579178572
13Locked38.932018178506
14Locked38.632265194497
15Locked38.932244189995
16Locked38.931079179226
17Locked38.933353202079
18Locked38.933454209065
19Locked38.933338226236
20Locked38.934342224889
21Locked38.633856235666
22Locked38.634142230065
23Locked38.934993223915
24Locked38.935174232560

 

Upstream bonded channels

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

13940000047512064 qam4
26029998049512032 qam1
35370000048.5512032 qam2
44620000047.8512032 qam3

 

 

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10 REPLIES 10

grinningdonkey
Joining in

on ‎23-11-2021 21:39

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

Network Log

Time Priority Description

23/11/2021 21:03:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 21:03:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 21:03:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 21:03:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 21:03:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 21:03:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 21:03:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 21:03:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:41:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:41:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:38:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:38:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:33:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:33:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:22:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:16:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:16:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:08:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:08:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 20:07:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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grinningdonkey
Joining in
In response to grinningdonkey

on ‎23-11-2021 21:40

Live BQM here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/84fd03d1fca5a114bc1ccac218349dfb6e...

 

Some BQM highlights from the last 3 weeks:

 

grinningdonkey_0-1637703614962.png

grinningdonkey_1-1637703614972.png

grinningdonkey_2-1637703614981.png

grinningdonkey_3-1637703614990.png

grinningdonkey_4-1637703614999.png

 

And on a day its fine it mostly looks like this:

grinningdonkey_5-1637703615007.png

 

 

 

Any help would be greatly appreciated.

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jbrennand
Very Insightful Person
Very Insightful Person
In response to grinningdonkey

on ‎24-11-2021 15:26

The BQM is awful and 2 potential issues in the stats. High RS error counts and dropping upstream qams (from 64>32). So to rule ot historical accumulation - can you do the below procedure first.

Also do you have several ethernet cable connected devices going into the Hub? If so, what are they specifically? Sometimes they can be the source of the issue.

___________________________
Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and any T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and any T3 ones) you have a problem (noise) that only a Tech visit will sort.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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grinningdonkey
Joining in
In response to jbrennand

on ‎24-11-2021 18:40

OK so have unplugged the hub entirely, left unplugged for 5 minutes. rechecked all connections, no kinks or chafing at all. Plugged everything back in and it's still dropping randomly. BQM looks the same as always.

Today had a few 'hiccups' where the connection would drop for maybe a second causing streaming video to pause and online gaming to kick me but then it would come back right away. As of 18:30 its hard dropping again. Dropping connection for up to a minute then it coming back. Then it randomly going any amount of time later again. If yesterday is anything to go by it will be like this for 2 hours now. 

There is only 1 ethernet cable plugged directly into the superhub. It's the cable to my router - hub in modem mode. I do have a lot of ethernet devices plugged into the router and another switch I run however. In total 3 game consoles, 1 TV, 2 PC's, 1 laptop and 1 nvidia shield. 

Here is the latest network log and upstream data:

Network Log

Time Priority Description

24/11/2021 18:38:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:38:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:31:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:31:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:30:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:30:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:30:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:30:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:29:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 18:29:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channels

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

13940000047512064 qam4
26030000049512032 qam1
35370000048.5512064 qam2
44620000047.5512032 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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lotharmat
Community elder
In response to grinningdonkey

on ‎25-11-2021 08:54

Looks like your upstream is definitely struggling!

Have there been any more errors (PostRS) since the reboot?



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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grinningdonkey
Joining in
In response to lotharmat

on ‎25-11-2021 09:24

Totally forgot to check that yesterday. My bad. But yep still there. 

Downstream bonded channels

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

1475000000-2.738256 qam9
2483000000-2.738256 qam10
3491000000-2.538256 qam11
4499000000-2.538256 qam12
5507000000-2.938256 qam13
6515000000-3.238256 qam14
7523000000-3.538256 qam15
8531000000-338256 qam16
9539000000-3.238256 qam17
10547000000-3.438256 qam18
11555000000-3.738256 qam19
12563000000-3.538256 qam20
13571000000-3.738256 qam21
14579000000-3.538256 qam22
15587000000-3.238256 qam23
16595000000-338256 qam24
17603000000-338256 qam25
18611000000-3.238256 qam26
19619000000-3.738256 qam27
20627000000-438256 qam28
21635000000-3.538256 qam29
22643000000-2.738256 qam30
23651000000-2.238256 qam31
24659000000-2.938256 qam32



Downstream bonded channels

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

1Locked38.9518767889
2Locked38.6541869287
3Locked38.9573067234
4Locked38.6610175759
5Locked38.6669491513
6Locked38.6570181555
7Locked38.9408058873
8Locked38.9446584984
9Locked38.9409696682
10Locked38.64065108317
11Locked38.64084104516
12Locked38.94111102152
13Locked38.64426115355
14Locked38.94948122501
15Locked38.65380121935
16Locked38.65138128444
17Locked38.95099128290
18Locked38.95250131541
19Locked38.65679130005
20Locked38.65346126320
21Locked38.66115160462
22Locked38.66287154455
23Locked38.66400142678
24Locked38.96382147073

 

Guessing this is a technician job at this point?

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lotharmat
Community elder
In response to grinningdonkey

on ‎25-11-2021 09:27

Yup - they are building way too fast! Definitely a noise ingress problem by the looks of it!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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jbrennand
Very Insightful Person
Very Insightful Person
In response to lotharmat

on ‎25-11-2021 13:26

I will ask VM to come and take a look

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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grinningdonkey
Joining in
In response to jbrennand

on ‎25-11-2021 14:18

I've managed to book an engineer visit for tomorrow. Took a couple phone calls three hours apart. First guy got me to reset the superhub with the pin hole button but it then proceeded to be awful for the next three hours dropping 10+ times.

Next phone call they took my superhub out of modem mode for some reason despite me saying I'd tried that already. But they did eventually book me an appointment. Funnily enough since I came back out of modem mode that time the PostRS errors are now 0. Upstream qam is still acting up however. 

Hopefully all will be good after the engineer. Will update thread if it's resolved. 

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