Sudden very high latency and packet loss/timeouts for 2 days now (second time in 6 weeks or so)

[sm3000]

Is anyone please able to advise from the BQM and router data as follows what our issue might be/what can cause sudden problems like this, including booking a technician visit if it's needed?

Have had the same VM connection for around 8 years, no major issues apart from wide area issues. However around 6 weeks ago the connection became very unstable with constant dropouts etc, VM always said it looked fine on their end, they did send a technician at one point but they didn't seem to find much wrong, I think just tidied some wiring where it comes into the house, and advised about the WiFi Pods as separately we have always had bad WiFi in some areas due to concrete floors (we have since got one of the Pods thanks to one of the team members here). We went on holiday for a week and left the router turned off for that time, and after that it all seemed back to normal again. At that point I set up a BQM as advised here to keep an eye on it and it looked generally fine, occasional spikes but that's probably normal.

Then on Wednesday this week there seemed to be a sudden big problem shown on the BQM from 6 am for a few hours, and ever since then the connection has been very unstable and getting worse, constant dropouts etc:

Today (Friday) - tried rebooting the router around 2 pm which is what that red block is:

BQM link:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f2b596e76b0c27b6470eb7bea09506538b992388

Online service status checker and the phone status checker both say no area issues. The online checker earlier today said it could see a connection issue (after running the tests, after the bit where it says there are no area issues) and to check back in 24 hours to be able to book a technician, then a bit later the 24 hours had counted down, but if I try it now it just says there are no issues and to try rebooting the router etc, so it doesn't now look like it's going to allow booking a visit tomorrow, but the BQM clearly shows there is still an issue!

Router data from tonight in next post, 8 hours or so after it was rebooted.

Thanks in advance for any help, really keen to get this sorted once and for all, can't keep having this happen every few weeks.

[sm3000]

Downstream bonded channels

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

1	330750000	4.6	40	256 qam	25
2	202750000	6	40	256 qam	9
3	210750000	5.9	40	256 qam	10
4	218750000	5.9	40	256 qam	11
5	226750000	5.8	40	256 qam	12
6	234750000	5.6	40	256 qam	13
7	242750000	5.5	40	256 qam	14
8	250750000	5.5	40	256 qam	15
9	258750000	5.4	40	256 qam	16
10	266750000	5.3	40	256 qam	17
11	274750000	5.3	40	256 qam	18
12	282750000	5.4	40	256 qam	19
13	290750000	5.3	40	256 qam	20
14	298750000	5.4	40	256 qam	21
15	306750000	5	40	256 qam	22
16	314750000	4.9	40	256 qam	23
17	322750000	4.9	40	256 qam	24
18	338750000	4.8	40	256 qam	26
19	346750000	4.5	40	256 qam	27
20	354750000	4.3	40	256 qam	28
21	362750000	4.1	40	256 qam	29
22	370750000	4	40	256 qam	30
23	378750000	3.7	40	256 qam	31
24	386750000	3.2	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	95779	378525
2	Locked	40.9	134159	442081
3	Locked	40.9	130312	445023
4	Locked	40.3	125961	438416
5	Locked	40.3	124075	438274
6	Locked	40.9	121540	434379
7	Locked	40.9	118114	427760
8	Locked	40.9	114270	423489
9	Locked	40.3	110662	418578
10	Locked	40.3	109635	417536
11	Locked	40.3	107034	411689
12	Locked	40.9	104254	408109
13	Locked	40.3	102378	400065
14	Locked	40.3	101165	397818
15	Locked	40.9	99180	395952
16	Locked	40.3	97721	384509
17	Locked	40.9	95580	380624
18	Locked	40.9	93829	373019
19	Locked	40.9	90571	362437
20	Locked	40.9	89199	356813
21	Locked	40.9	88404	354571
22	Locked	40.3	88716	347474
23	Locked	40.3	87493	347158
24	Locked	40.9	85925	339330

Upstream bonded channels

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

1	49600000	38.3	5120	64 qam	1
2	23600000	35.8	5120	64 qam	5
3	30100000	36	5120	64 qam	4
4	43100000	37.8	5120	64 qam	2
5	36600000	37	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	1	0

[sm3000]

Network Log

Time Priority Description

21/07/2023 21:00:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 21:00:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:55:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:55:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:53:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:53:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:44:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:43:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:38:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:38:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:37:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:37:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:36:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:36:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:34:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:34:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:33:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:33:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:33:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 20:33:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[sm3000]

Have now managed to get a technician visit booked for Monday evening using the online service status checker (i.e. waiting for the 24 hour countdown from when first using it and it saying there seems to be a connection issue when testing the Hub). Would really appreciate some pointers as to what if anything from the above data is a problem and what might cause this problem to very suddenly start (and go away again seemingly by itself, if indeed it was the same problem that we had 6 weeks ago), will then have some more information to hopefully point them in the right direction on Monday.

[sm3000]

Well just had a message saying the technician visit has been cancelled because it's a "network problem affecting our area" - but the online and phone line status checkers still say no issues, which makes no sense. So still need help on booking a visit and getting an idea of what the issue is likely to be please.

[sm3000]

Connection seemed to go back to normal on Sunday 23 July, but would still like to know if this was an area fault that VM were aware of/resolved please, as if this has again "fixed itself" like it seemed to around 6 weeks ago then it is surely likely to happen again unless the root cause has actually been fixed by VM? At no point did the online or phone line service status checkers show any area faults.

[Martin_N]

We're glad to hear that this seems to be working now. I have taken a look on our side and it looks as though there was a fault reported that has been resolved. 

^Martin

[sm3000]

Ok thanks - hopefully it is properly fixed this time as have had this issue twice in 6 weeks or so, lasting a few days at a time each time