Unstable Connection - strike 3

[tokk1es]

Hi Folks

My M500 line has been unusable for the past week or two, it is down more than it is up and this would be the 3rd time that i have had this issue in the last few months with two engineer visits and one hub replacement not that long ago.

I had an engineer booked for today but it stabilized for a while so i cancelled the appointment, which was a terrible mistake as its back to its usual antics today. Graph below shows just how crap it has been:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8ad6f49cd5bc876358357549991bac8bd460485-04-08-2021

 Any resolution would be much welcome, and happy to share any further info or router logs if need be!

Thanks,

[japitts]

---

@tokk1es wrote:

 Any resolution would be much welcome, and happy to share any further info or router logs if need be!

---

Yes please. Broadband isn't my speciality and others will be able to interpret them, but you can rarely have too much info in these cases..

Go-to to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

[tokk1es]

Cheers mate - pasted below!

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	203000000	-0.4	38	256 qam	9
2	139000000	-0.4	38	256 qam	1
3	147000000	0	38	256 qam	2
4	155000000	-0.2	38	256 qam	3
5	163000000	-0.7	38	256 qam	4
6	171000000	-0.4	38	256 qam	5
7	179000000	0.2	38	256 qam	6
8	187000000	0.4	38	256 qam	7
9	195000000	0	38	256 qam	8
10	211000000	0	38	256 qam	10
11	219000000	0.2	38	256 qam	11
12	227000000	0	38	256 qam	12
13	235000000	-0.5	38	256 qam	13
14	243000000	-0.7	38	256 qam	14
15	251000000	-0.5	38	256 qam	15
16	259000000	-0.5	38	256 qam	16
17	267000000	-0.7	38	256 qam	17
18	275000000	-0.7	38	256 qam	18
19	283000000	-0.5	38	256 qam	19
20	291000000	-0.4	38	256 qam	20
21	299000000	-0.2	38	256 qam	21
22	307000000	0	38	256 qam	22
23	315000000	0.9	38	256 qam	23
24	323000000	1.7	38	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	7	0
2	Locked	38.6	4	21
3	Locked	38.9	6	0
4	Locked	38.9	5	0
5	Locked	38.9	0	0
6	Locked	38.9	15	0
7	Locked	38.9	5	0
8	Locked	38.9	3	0
9	Locked	38.6	0	0
10	Locked	38.9	6	0
11	Locked	38.9	2	0
12	Locked	38.9	5	0
13	Locked	38.9	0	0
14	Locked	38.9	0	0
15	Locked	38.9	5	0
16	Locked	38.9	4	0
17	Locked	38.9	0	0
18	Locked	38.9	6	0
19	Locked	38.9	2	0
20	Locked	38.9	5	0
21	Locked	38.9	11	0
22	Locked	38.6	0	0
23	Locked	38.9	0	0
24	Locked	38.6	6	0

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	57	5120	64 qam	1

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0

01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;04/08/2021 08:38:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 20:31:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 13:41:6criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 10:26:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 09:41:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/08/2021 09:40:37criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VE

[Tudor]

You only have one upstream channel when there should be four and the level is far too high. First check if there are any faults in your area on 

150 or 0800 561 0061

If none showing call customer services or wait a few days for a VM staff member to get to your post. 

[Laurie_C]

Hi tokk1es,

Thanks for getting in touch, I'm sorry that you're having some problems with your broadband connection.

I'd be more than happy to look into this for you, I'll just need to confirm a few details with you via Private Message. Please look out for a purple envelope in the top right corner of your screen.

Kind regards,

Laurie

[tokk1es]

The engineer did come out but said there was no issue - the issue is intermittent so murphy's law, it was not there when he came. It becomes apparent when there is bandwidth usage on the line, so when its idle / browsing its ok most of the time but anytime i download something it drops out for 5 to 10 minutes at a time.

Graph from today:

[jbrennand]

What do the Hub stats look like now. Try a pinhole reset and then post them again if they remain as bad as last time.

[Sofia_B]

Thanks for getting back to us @tokk1es. 

I'm sorry to hear this, I appreciate this must be frustrating and we apologise for any inconvenience caused. 

Are you able to perform a pin hole reset as advised by @jbrennand and post the live link to the BQM once you've done so? 

Thanks,