on 06-08-2022 07:12
Good morning all, recently i have been experiancing random internet drop out's which affect both wifi and ethernet connections. these will last 30 seconds - 2 mins approx and then the internet will start working again. This is starting to get frustrating as when gaming i'll lose connection and drop out the game because of it. I have rebooted my Hub 3 and still the same.
below is the network log
Time Priority Description
06/08/2022 06:02:23 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 05:52:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 05:52:19 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 05:10:49 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 05:10:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 04:49:50 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 03:30:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 01:49:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 00:52:4 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 21:54:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 21:54:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 20:38:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 20:38:10 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 17:08:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 17:08:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 14:08:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 14:08:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 12:07:53 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 12:07:53 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 09:13:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
also below is links to think broadband for the last few days.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/38f015cab5abcd3dbea67649a2bbb80bd462032c-04-08-2022
https://www.thinkbroadband.com/broadband/monitoring/quality/share/caf1dd4e3f9c6cfd950efd1730287b1b62975b7f-05-08-2022
thank you for your time and any info/help 🙂
on 06-08-2022 13:28
on 07-08-2022 07:15
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 219000000 | -5 | 38 | 256 qam | 11 |
2 | 203000000 | -4.5 | 38 | 256 qam | 9 |
3 | 211000000 | -4.7 | 38 | 256 qam | 10 |
4 | 227000000 | -4.9 | 38 | 256 qam | 12 |
5 | 235000000 | -5.7 | 38 | 256 qam | 13 |
6 | 243000000 | -5.7 | 38 | 256 qam | 14 |
7 | 251000000 | -6.4 | 38 | 256 qam | 15 |
8 | 259000000 | -6 | 38 | 256 qam | 16 |
9 | 267000000 | -5.7 | 38 | 256 qam | 17 |
10 | 275000000 | -5.5 | 40 | 256 qam | 18 |
11 | 283000000 | -4.9 | 38 | 256 qam | 19 |
12 | 291000000 | -5.2 | 38 | 256 qam | 20 |
13 | 299000000 | -4.2 | 38 | 256 qam | 21 |
14 | 307000000 | -4.5 | 38 | 256 qam | 22 |
15 | 315000000 | -4 | 38 | 256 qam | 23 |
16 | 323000000 | -4.5 | 38 | 256 qam | 24 |
17 | 331000000 | -4.5 | 38 | 256 qam | 25 |
18 | 339000000 | -4.9 | 38 | 256 qam | 26 |
19 | 347000000 | -5.2 | 38 | 256 qam | 27 |
20 | 355000000 | -5.2 | 40 | 256 qam | 28 |
21 | 363000000 | -6.4 | 38 | 256 qam | 29 |
22 | 371000000 | -6.4 | 38 | 256 qam | 30 |
23 | 379000000 | -7.9 | 38 | 256 qam | 31 |
24 | 387000000 | -7.7 | 38 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 1145 | 1180 |
2 | Locked | 38.6 | 1569 | 2151 |
3 | Locked | 38.9 | 1183 | 2535 |
4 | Locked | 38.9 | 1074 | 1570 |
5 | Locked | 38.9 | 1039 | 1185 |
6 | Locked | 38.9 | 838 | 1037 |
7 | Locked | 38.9 | 834 | 1116 |
8 | Locked | 38.9 | 848 | 1033 |
9 | Locked | 38.6 | 892 | 988 |
10 | Locked | 40.3 | 1195 | 955 |
11 | Locked | 38.9 | 968 | 934 |
12 | Locked | 38.9 | 787 | 379 |
13 | Locked | 38.9 | 766 | 826 |
14 | Locked | 38.9 | 678 | 721 |
15 | Locked | 38.9 | 675 | 818 |
16 | Locked | 38.9 | 836 | 929 |
17 | Locked | 38.9 | 797 | 689 |
18 | Locked | 38.6 | 711 | 847 |
19 | Locked | 38.9 | 943 | 786 |
20 | Locked | 40.3 | 839 | 731 |
21 | Locked | 38.9 | 843 | 659 |
22 | Locked | 38.6 | 524 | 255 |
23 | Locked | 38.9 | 884 | 817 |
24 | Locked | 38.6 | 821 | 720 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 50.5 | 5120 | 64 qam | 4 |
2 | 46200000 | 51 | 5120 | 64 qam | 1 |
3 | 39400093 | 51 | 5120 | 64 qam | 2 |
4 | 32600039 | 51 | 5120 | 64 qam | 3 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
on 07-08-2022 07:16
Time Priority Description
07/08/2022 06:11:7 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2022 04:36:59 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2022 04:17:39 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2022 02:25:52 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2022 02:25:51 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 21:14:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 19:21:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 19:21:25 | critical | Received 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; |
06/08/2022 19:20:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 19:16:28 | critical | Received 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; |
06/08/2022 19:15:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 19:12:22 | critical | Received 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; |
06/08/2022 19:11:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 19:08:10 | critical | Received 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; |
06/08/2022 19:03:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 19:03:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 19:02:52 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 19:02:28 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 19:01:54 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2022 19:01:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 07-08-2022 13:30
on 08-08-2022 15:52
Ah okay, what's the best thing to say to them when I ring up customer service.
Thanks for your help and input 🙂
on 08-08-2022 16:01
@shaynemawer wrote:Ah okay, what's the best thing to say to them when I ring up customer service.
Thanks for your help and input 🙂
What you have is a bad connection somewhere between the hub and the street cabinet - now all you can realistically do is to check all the connections you can get to, ie those inside the house and immediately outside in the omnibox on the wall. Now that much is screamingly obvious from the low downstream and struggling upstream power levels, alas getting VM's offshore-based customer services to get that is another matter. But let's give them the benefit of the doubt, once, call them and explain the situation, say that you have a bad connection somewhere, power levels are wrong and you absolutely need an tech visit. Now either they sort one out or (more probably, I'm afraid to say), fob you off with a turn it off and on again, leave it while we monitor for 1 day / 3 days / 30 days (delete as applicable) or similar rubbish.
Now if that happens, unplug the hub completely and then call them back and say you have no connectivity at all (which will be true at that point), you will be asked to reboot the hub (say you have), and asked what colour the lights are on it - make something up, tell them they are all a vivid shade of blue which won't be a part of the scripted responses - eventually they will relent and arrange to send someone down.
It really is a shame that it comes to this - but needs must!
on 10-08-2022 16:37
Hi there @shaynemawer
Thank you so much for your post and welcome back to the forums!
I'm so sorry to see you are facing these issues and thank you for sharing the Hub stats with us.
I have had a look and I can see a few issues with the Hub specs that will need an engineer.
I will pop you a PM now so we can arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.
Thanks again.
on 10-08-2022 17:46
Hello again,
Thanks so much for your private message and confirming your address, I have now booked you a visit for connection issues– 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 My VM 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.
Thank you.
on 17-08-2022 09:17
*Update*
Technician came out on the arranged date/time (thank you for sorting).
All issues resolved and now have fully working stable Internet again. 🙂
Thanks everyone for help and info.