Repeated loss of broadband

[bfvickars]

Hi,

I've been with VM since July 2019 and not previously had a problem. Since moving to a new house in June this year I've had repeating broadband drop outs. My TV is never an issue, and the broadband drops out for several hours, once every few days.

I've had two different engineers out to attempt to fix this, but neither has resolved it. They added a plug in signal booster box but that hasn't solved it. The last engineer was here for not that long, couldn't find an issue so replaced all the connections.

I've reset my hub multiple times but it's never solved it long term. At this point I don't know how VM can justify the costs of sevice with this many drop outs, does anyone have a good idea on how to proceed?

[jbrennand]

Lest look at the connection data. can you do this...
__________________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] - do not LogIn - click on the “router status” icon/text at bottom-middle or top/right of the first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free, secure and “offlsite” - “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

[bfvickars]

Downstream bonded channels

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

1	234750000	-0.7	38	256 qam	13
2	138750000	-0.2	38	256 qam	1
3	146750000	1.4	38	256 qam	2
4	154750000	1.7	40	256 qam	3
5	162750000	2	40	256 qam	4
6	170750000	1.2	40	256 qam	5
7	178750000	1.2	40	256 qam	6
8	186750000	0.9	40	256 qam	7
9	194750000	0.7	40	256 qam	8
10	202750000	0.2	38	256 qam	9
11	210750000	0.2	38	256 qam	10
12	218750000	-0.4	38	256 qam	11
13	226750000	-0.5	38	256 qam	12
14	242750000	-0.5	38	256 qam	14
15	250750000	-0.7	38	256 qam	15
16	258750000	-0.5	40	256 qam	16
17	266750000	-0.5	38	256 qam	17
18	274750000	-0.5	38	256 qam	18
19	282750000	-0.4	40	256 qam	19
20	290750000	-0.4	40	256 qam	20
21	298750000	-0.2	38	256 qam	21
22	306750000	0	38	256 qam	22
23	314750000	0	40	256 qam	23
24	322750000	0.2	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	15881	1887
2	Locked	38.6	68047	62394
3	Locked	38.9	65269	20828
4	Locked	40.3	68828	41870
5	Locked	40.3	83843	80857
6	Locked	40.3	40012	26371
7	Locked	40.3	70763	63335
8	Locked	40.3	50791	34354
9	Locked	40.3	22582	3558
10	Locked	38.9	17346	2033
11	Locked	38.9	14217	1558
12	Locked	38.9	15043	1829
13	Locked	38.6	14661	2141
14	Locked	38.9	12496	1034
15	Locked	38.6	9403	350
16	Locked	40.3	10351	526
17	Locked	38.9	15291	1189
18	Locked	38.9	12748	361
19	Locked	40.3	6001	314
20	Locked	40.3	6121	162
21	Locked	38.9	11108	250
22	Locked	38.9	7226	126
23	Locked	40.3	2393	25
24	Locked	40.3	1670	21

upstream

Upstream bonded channels

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

1	53700000	51	5120	64 qam	2
2	39400000	51	5120	64 qam	4
3	46200000	51	5120	64 qam	3
4	60300000	51	5120	64 qam	1

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	0	0
4	ATDMA	0	0	0	0

Network Log in next reply

[bfvickars]

Network Log

Time Priority Description

25/08/2021 12:02:10	notice	LAN login Success;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 12:01:48	Warning!	RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 12:01:46	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 11:49:38	Warning!	RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 11:39:46	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 05:56:46	Warning!	RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 05:34:46	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 02:28:20	critical	No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
25/08/2021 00:01:18	Warning!	RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 20:00:36	critical	No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 18:26:29	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 18:23:40	critical	No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 17:59:40	Warning!	RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 17:56:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 11:58:16	Warning!	RCS Partial Service;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 13:30:4	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=;CMTS-;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 13:29:49	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 13:28:9	Warning!	Lost MDD Timeout;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 13:28:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 13:28:3	Warning!	RCS Partial Service;CM-;CMTS-;CM-

[jbrennand]

Lets see the BQM link.

Logs look odd to me. Up power levels are all High albeit in range. RS errors could be an issue so can you do this.
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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.

When done, fire it up and after it is up, check back in the settings and ensure that the RS error counts have all reset to 0. See if the up Powers are still at 51 - or have changed.

Then check every hour or so 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.

[bfvickars]

Here's the link (hopefully) for the BQM -

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/2e6e62da923e58a89ff1d4277590b50c13d49439][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/2e6e62da923e58a89ff1d4277590b50c13d49439.png[/img][/url]

I will have a go at your recommendation and report back! Thanks 😄

[Zach_R]

Hi @bfvickars,

Thank you for your posts and welcome to our community forums. We're here to help.
 

I am so sorry to hear that you've been having some connection issues lately. I've taken a look at your BQM that you've posted (thanks for doing that) and I can't see anything there that would explain the multiple hour outages that you've said you've experienced.

Is this issue ongoing for you since your last post? If so, have you followed the advice offered by @jbrennand to see if it provides any improvement?

Thanks,