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leemc_
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Terrible connection

Hi,

 

This is a follow up of my forum post made in July (linked) - basically the long story short:

- 324 disconnects over 2 months

- Average of 5-6 disconnects per day 

- Average download speed of 93mb (paying for M350) based on 50 tests over a 2 month period.

- Average upload speed of 4mb (should be around 30-40mb) based on 50 tests over a 2 month period.

- 1 engineer visit who replaced the cabling coming into the house and replace the old white superhub 3 with the new black superhub 

Attached images:

- Broadband monitor showing packet loss.

- Screenshot showing average download speed

- Screenshot showing average upload speed

6efc559d576ab8f615fd7fc4344311981efe9e32-02-08-2021.pngchrome_OsRmYXfMLN.pngchrome_5JCkY3kWBy.png

 

Main errors from the network log:

- SYNC Timing Synchronization failure - Loss of Sync

- RCS Partial Service

- No Ranging Response received - T3 time-out

 

Troubleshooting:

Q: Reset router? - Yes, too many times to count.

Q: Restarted router? Yes, too many times to count.

Q: Turned off the router for a few minutes? Yes, too many times to count.

Q: Checked all cables are tight? Yes, plus the engineer installed a new cable into the house.

Q: Just Wifi or both Ethernet/Wifi? - Both ethernet and Wifi on every device in the house.

 

Please see the below network logs:

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leemc_
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Re: Terrible connection

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

1139000000238256 qam1
21470000001.940256 qam2
3155000000239256 qam3
41630000001.938256 qam4
5171000000240256 qam5
61790000001.739256 qam6
71870000001.938256 qam7
81950000001.740256 qam8
92030000001.540256 qam9
102110000001.540256 qam10
112190000001.240256 qam11
12227000000140256 qam12
13235000000140256 qam13
142430000000.540256 qam14
15251000000140256 qam15
162590000001.540256 qam16
17267000000240256 qam17
18275000000240256 qam18
192830000002.240256 qam19
20291000000240256 qam20
212990000002.538256 qam21
223070000002.540256 qam22
233150000002.940256 qam23
24323000000340256 qam24



Downstream bonded channels

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

1Locked38.9318302466164490155
2Locked40.38558335166625397
3Locked39.825236238768858589
4Locked38.9318032196126912181
5Locked40.36184095125657157
6Locked39.822284153255319321
7Locked38.9915382143362402
8Locked40.31485265124025
9Locked40.3121109692391
10Locked40.398468663281
11Locked40.993198958002
12Locked40.9105218177511
13Locked40.3103477074895
14Locked40.386780254312
15Locked40.972534744148
16Locked40.364423743002
17Locked40.379764455984
18Locked40.366255142901
19Locked40.345596126192
20Locked40.338883321413
21Locked38.945620232085
22Locked40.936646820732
23Locked40.329478712075
24Locked40.328210010141

 

Upstream bonded channels

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

16030000048.8512064 qam1
25370000048.5512064 qam2
33940000048.3512064 qam7
44620000048.3512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00670
2ATDMA00820
3ATDMA001020
4ATDMA00610

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID18008
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID18007
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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leemc_
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Re: Terrible connection

Network Log

Time Priority Description

14/09/2021 19:38:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 19:34:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 19:33:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 19:33:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 19:28:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 19:28:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 19:19:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 18:47:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 17:56:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 17:51:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 17:51:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 16:02:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 16:01:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 15:56:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 11:21:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 10:54:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 08:20:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 06:07:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 04:28:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 01:07:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Re: Terrible connection

A red wall on the BQM usually means the incorrect i.p address is in the settings (has it changed recently - it does in modem to router mode) Or the router (your own ?) is not set to respond to ICMP echo requests (pings) - check both of those

Connection stats are awful but can you start from a clean sheet by doing this.

__________________

Switch the Hub off and unplug it from the mains supply for five minutes.   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 T3's 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 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 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Gareth_L
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Re: Terrible connection

Hello leemc_

Thanks for the post and stats 

Sorry that you have had to though 

Have you been able to follow the above advice from @jbrennand gave

If so can you please post the results again 

Gareth_L

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