VM & WFH. ZScaler dropping connection.

[TilleyVanilli]

Hi, I’m on the VM200 package and trying to use ZScaler as part of my employers software.  I’m on a hub 3.0

for almost 2 years now on the VM100 package I’ve worked from home with no issues. Now over the last month it’s become unbearable with low connectivity speeds (Wi-Fi and cable) frequent disconnects. Even being the only one in the house. 

work IT blame VM saying if I had more upload it would be fine. But I’ve gone from VM100 to VM200 and it’s still trash. 

can anyone suggest where I should start looking to get this sorted. Thanks. 

[TilleyVanilli]

Network Log

Time Priority Description

05/06/2022 09:43:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2022 01:18:39	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2022 01:18:39	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2022 00:41:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2022 15:37:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2022 15:37:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2022 15:37:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2022 09:15:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 17:13:0	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:40:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:30:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:30:14	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:27:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:26:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:11:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:54:18	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[TilleyVanilli]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/45003ba71d6144a7fce0425ce0b4df20c9334d33

for the BQM

I have now connected the problem chromebook via a powerline system and it still has the same/similar issues.

[legacy1]

Use the Share Live Graph for BQM so we can see.

[TilleyVanilli]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/45003ba71d6144a7fce0425ce0b4df20c9...

[legacy1]

Yup you need to use modem mode and get a better router with 1Gb ports.

[Andrew-G]

@TilleyVanilli The network logs you've posted show evidence of daily disconnection events (if you want to understand the network log, read this) and forum staff should have spotted the warning signs.  They should also have spotted that the hub is racking up a lot of uncorrectable (post-RS) errors, which can cause problems of latency and slow connections, and are particularly troubling for connection purposes that need high stability.

I think forum staff may want to have a more thorough look, keeping in their mind that "looks good from our side" isn't the right answer.

[Carley_S]

Hi TilleyVanilli

Sorry to hear that this issue is still ongoing for you. I have check the systems and there are some fluctuations in your RX power but besides this there are no area concerns and nothing other than the amount of correctable errors in your log that is flagging to us. I think if we have a technician come and take a look and see if there is anything they notice, this would be a good place to start and we can go from there. 
Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon. 

[Carley_S]

Thanks so much for your private message and confirming your address, I have now booked you a visit for this issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
 

[TilleyVanilli]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/66776f2c700e2a4e09f63a37fb23d8f0341cb798

Had an engineer out. New cables. New connections. New hub

[legacy1]

So it works now?