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klpm15
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internet constantly dropping

Hi guys,

i recently had a engineer out as my downstream was way past the limits, he managed to get it down below 7 but my internet is still dropping like 20 times a day as you can see below.

ive tried hard reset but nothing is working

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2c9e621b49fa59031c240a91e3dfbf590f...

anyone know the issue?

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klpm15
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Re: internet constantly dropping

can someone please reply to this?

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jbrennand
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Re: internet constantly dropping

BQM doesnt look great. Lets see your other Hub stats. Follow this protocol,

______________________________________________________________-

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

--------------------
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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klpm15
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Re: internet constantly dropping

ownstream bonded channels

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

13310000003.535256 qam25
22030000006.636256 qam9
32110000006.535256 qam10
42190000006.136256 qam11
5227000000635256 qam12
62350000005.135256 qam13
72430000005.335256 qam14
82510000004.935256 qam15
92590000004.535256 qam16
10267000000435256 qam17
112750000004.335256 qam18
12283000000435256 qam19
13291000000435256 qam20
142990000003.935256 qam21
153070000003.935256 qam22
163150000003.735256 qam23
173230000003.435256 qam24
183390000003.434256 qam26
193470000003.235256 qam27
203550000002.735256 qam28
213630000003.235256 qam29
223710000002.734256 qam30
233790000002.734256 qam31
243870000001.934256 qam32



Downstream bonded channels

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

1Locked35.58934473656977
2Locked36.335471181077768
3Locked35.740312341149613
4Locked36.337334561105728
5Locked35.74196492995931
6Locked35.55273674869844
7Locked35.752901491022058
8Locked35.55417233885924
9Locked357271369797726
10Locked359007749725066
11Locked358064296896135
12Locked35.56657526739331
13Locked358324729644276
14Locked359283031723757
15Locked35.56972169829912
16Locked35.56909842611749
17Locked35.58391636594838
18Locked34.911507456667032
19Locked35.79263707429621
20Locked3512483546466831
21Locked35.59681389571088
22Locked34.912772526396980
23Locked34.915441964356413
24Locked34.918888579336424
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klpm15
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Re: internet constantly dropping

Upstream bonded channels

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

13940000048512064 qam10
22580000051512064 qam12
33260000049.5512064 qam11
44620000047.8512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0040
3ATDMA0020
4ATDMA0020
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klpm15
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Re: internet constantly dropping

Time Priority Description

24/01/2021 12:29:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 12:29:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 11:38:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 11:27:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 11:23:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 11:22:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 09:59:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 09:57:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 09:23:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 09:22:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 09:20:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 09:17:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 08:00:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 08:00:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 06:44:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 06:44:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 06:34:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 06:27:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 06:22:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 06:15:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 7 of 9
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Re: internet constantly dropping

What is your connection like now?

BQM looks awful and the High RS error counts are dreadful. Looks like you will need a Tech visit to investigate, probably "noise" getting in somewhere.

Call it in and see what they say when they test the connection - point out the RS errors and the T3 timeouts on the Up channels. Calling at 08.00 is the best time to get through with least wait times.

--------------------
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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klpm15
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Message 8 of 9
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Re: internet constantly dropping

ill have to call and request another engineer, its horrible, constantly dropping threoughout the day

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Zoie_P
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Re: internet constantly dropping

Hi Klpm15,

thanks for your post and sorry to hear you are having issues, I can see a tech has been booked for you. Please keep us posted on this 🙂
Zoie

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