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WiFi very brief drop outs

gc2049
Tuning in

Hello All,

Strange issue I'm having once or twice daily, seemingly at random. My WiFi will drop out on all devices but only for a few seconds then resume normally. However this is quite frustrating as it will be long enough to interrupt a stream or game and cause a dropout.

My network log lists these events that seem to coincide:

No Ranging Response received - T3 time-out

SYNC Timing Synchronization failure - Loss of Sync

these are logged daily usually 2-3 times a day

all downstream/upstream power levels and SNR are in spec and displaying okay.

Router has been reset multiple times and to no avail, my Roku TV also ocassionally really struggles to connec tot the wifi despite the router being in the same room. It will connect play for a few seconds, then drop out again over and over.

Thanks in advance for any help with this it's very frustrating.

Kind Regards,

G

6 REPLIES 6

jbrennand
Very Insightful Person
Very Insightful Person
What Hub model is it?

In the settings - what are the Upstream QAM values - they should all be 64. Also what is showing in the Up/Down "error" tables? All a nice "0" ?

Also, 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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hello mate,

thanks for the help, it's a super hub 3

The QAM values are all 64, the Up/Down error tables are as follows:

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0080
3ATDMA0020
4ATDMA0010
5ATDMA0020

 

Downstream bonded channels

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

1Locked37.67325776
2Locked36.69513427
3Locked36.611214024
4Locked37.38514239
5Locked37.3896186
6Locked37.39114411
7Locked37.653413686
8Locked37.361011410
9Locked37.66299126
10Locked37.65649093
11Locked37.66416210
12Locked37.67505795
13Locked37.68886114
14Locked37.612384534
15Locked38.614074539
16Locked38.612134572
17Locked38.68594609
18Locked38.621694986
19Locked38.930662787
20Locked38.931214876
21Locked38.9275111829
22Locked38.6244711804
23Locked38.9224611889
24Locked38.677275385

 

Network Log

Time Priority Description

13/02/2023 16:57:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:45:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:45:2Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:45:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:45:1Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2023 11:44:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:44:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:44:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:44:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:44:29Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:44:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:44:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:44:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:44:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 11:44:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 10:48:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 10:48:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 10:48:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 10:48:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2023 10:48:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I'll have a look at settuping that up now thanks mate.

These dropouts only started recentyl and not had any loss of service like this before. I've had one today so far.

Thanks in advance for any other help you can give, it's much appreciated

Kind Regards,

G

jbrennand
Very Insightful Person
Very Insightful Person
As below... check for any known issues and then start from a blank sheet...
___________________________________________________________

Check for any “known network faults first - Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.
_____________________

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 and ethernet 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. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. 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 errors 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 and T3 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 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

gc2049
Tuning in

Hi John,

Thanks again for the help, followed all the additional steps.

The problems seems to have got worse after the reset, even over a wired ethernet connection.

Experiencing a lot of packet loss when video calling and in games.

No Post RS errors yet but started to get new T3 errors, I think I need a VM tech to come out

VM check your router test is higlighting an issue.

Many thanks,

G

jbrennand
Very Insightful Person
Very Insightful Person
What are the Hub stats showing now?

Post up the link to your "live" BQM.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi @gc2049 

Welcome to our community forums and sorry to hear you have been having wifi dropouts on your service. We can understand the inconvenience caused and want to help. I have a look into this and I can confirm there is an SNR outage in your area that may be affecting service. Our engineering team is currently working to resolve this and to get the service up and running again. The current estimated fix time is 22 FEB 2023 at 09:00. Please let us know if the issue persists after this and we will do our best to help.

Thanks,

Akua_A
Forum Team

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