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suesea2000
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Randomly Internet disconnects for about 30 secs - 1 min

Hi all hoping you can help me,  broadband randomly disconnects throughout the day but mainly at night for about 30 seconds to 1 minute then comes back.  It can happen anywhere between anywhere between 1 to 4 times in a day.  I've tried it over WIFI,  Ethernet using powerline  and using a new router with hub 3 in modem mode and also in router mode still same issue.

 

See below all info below.

 

thanks for you help

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suesea2000
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Re: Randomly Internet disconnects for about 30 secs - 1 min

Channel Frequency (Hz)              Power (dBmV)         SNR (dB)           Modulation           Channel ID
1 138750000 -3.4 36 256 qam 1
2 146750000 -3 37 256 qam 2
3 154750000 -2.5 37 256 qam 3
4 162750000 -2 37 256 qam 4
5 170750000 -1.7 37 256 qam 5
6 178750000 -1.5 37 256 qam 6
7 186750000 -0.7 37 256 qam 7
8 194750000 -0.2 37 256 qam 8
9 202750000 0 38 256 qam 9
10 210750000 0.2 38 256 qam 10
11 218750000 0.2 38 256 qam 11
12 226750000 0.2 38 256 qam 12
13 234750000 0 38 256 qam 13
14 242750000 0.5 38 256 qam 14
15 250750000 0.7 38 256 qam 15
16 258750000 0.5 38 256 qam 16
17 266750000 0.9 38 256 qam 17
18 274750000 0.9 38 256 qam 18
19 282750000 1.7 38 256 qam 19
20 290750000 2 38 256 qam 20
21 298750000 2.2 38 256 qam 21
22 306750000 2.4 38 256 qam 22
23 314750000 2.4 38 256 qam 23
24 322750000 2.5 38 256 qam 24

 

Downstream bonded channels

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

1 Locked 36.6 4817353 196852
2 Locked 37.3 2044282 162245
3 Locked 37.3 528485 139140
4 Locked 37.6 259680 141160
5 Locked 37.3 202055 142552
6 Locked 37.6 141706 137794
7 Locked 37.6 117645 138152
8 Locked 37.6 89889 144278
9 Locked 38.6 73464 141748
10 Locked 38.6 61257 120449
11 Locked 38.6 60273 151574
12 Locked 38.9 55705 146069
13 Locked 38.6 52220 144751
14 Locked 38.6 44735 144616
15 Locked 38.6 41275 140453
16 Locked 38.6 42615 140657
17 Locked 38.9 37879 137602
18 Locked 38.6 39598 125317
19 Locked 38.6 36131 131090
20 Locked 38.6 34013 127959
21 Locked 38.6 32349 133560
22 Locked 38.9 30360 128299
23 Locked 38.6 29844 136807
24 Locked 38.6 29336 144994

 


Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39399991 45.3 5120 64 qam 6
2 25800000 44.8 5120 64 qam 8
3 46200000 45.5 5120 64 qam 5
4 32600000 44.8 5120 64 qam 7


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


Time                     Priority                                 Description
26/04/2021 01:17:4 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:29 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:32:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:31:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:31:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:30:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:30:10 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:29:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:29:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 00:28:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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jbrennand
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Re: Randomly Internet disconnects for about 30 secs - 1 min

RS errors not good. Logs are poor - it looks like noise getting in somewhere Can you follow this...
_________________________________

Switch the Hub off and unplug it for a five minutes, whilst its 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. Then switch it on again

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

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
suesea2000
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Re: Randomly Internet disconnects for about 30 secs - 1 min

Thanks for this will give it a go and post the results when the tests are complete 

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Hayley_S
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Re: Randomly Internet disconnects for about 30 secs - 1 min

Hello @suesea2000,

 

I am sorry for any issues you are having with us, thank you for posting on our community page.

 

I can see this was from Monday, are you able to update us on this? Do you still need help?

 

Please let me know.

 

Look forward to your response.

Hayley
Forum Team



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suesea2000
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Re: Randomly Internet disconnects for about 30 secs - 1 min

Hi Hayley,

so i've had a engineer out a week agoand they said there is no noise in the house or coming in and couldn't find a issue even using his device to check the system.   but the issue is still happening  after one of the other recommendations i've used the thinkbroadband website and you can clearly see i get bursts of MS and packet loss that DC me from the internet.

Hope you can help.

My Broadband Ping - test1

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Sasha_W
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Re: Randomly Internet disconnects for about 30 secs - 1 min

Hi @Susea2000, 

 

Thanks for coming back to us with an update and can appreciate this is not ideal that the issue is still ongoing. 

 

Can I just ask what checks the engineer carried out just so we know what to eliminate? 

 

When the engineer was there, was the internet disconnecting less at all? Or could they see that there was a lot of disconnections? 

 

Just let me know and we can take a further look into this for you. 

 

Thanks 

Sasha - Forum Team


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suesea2000
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Re: Randomly Internet disconnects for about 30 secs - 1 min

Hi sasha,

 

engineer checked all connections and made sure they was tight enough also ran the cable though his portable device and said hes checked for past 48 hrs and no errors or downtime.  But this issue been having intermittently every night. 

unfortunately it wasn’t happening when he arrived it was working all okay when he was here.

Recently had new cable put in under the ground so he said cabling wasn’t a issue / or shouldn’t be...   could be the modem as we’ve had it a while ( superhub 3)

 

but he had no answer to why

 

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Sasha_W
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Re: Randomly Internet disconnects for about 30 secs - 1 min

I see, thanks for this and updating me. 

 

 

I will send you over a PM so we can look at the account together and get this sorted for you 🙂 

 

Please look out for the purple envelope at the top right hand corner of your screen as this will take you to PM's. 

 

Thanks 

Sasha - Forum Team


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