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internet drop out

shaynemawer
On our wavelength

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

Network Log

Time Priority Description

06/08/2022 06:02:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 05:52:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 05:52:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 05:10:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 05:10:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 04:49:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 03:30:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 01:49:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 00:52:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 21:54:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 21:54:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 20:38:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 20:38:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 17:08:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 17:08:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:08:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:08:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 12:07:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 12:07:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 09:13:26Warning!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 🙂 

10 REPLIES 10

jbrennand
Very Insightful Person
Very Insightful Person
Odd looking BQM

Post up all the Hub data
_____________________

Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables 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. If character limits are “exceeded” - just do two posts

--------------------
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.

Downstream bonded channels

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

1219000000-538256 qam11
2203000000-4.538256 qam9
3211000000-4.738256 qam10
4227000000-4.938256 qam12
5235000000-5.738256 qam13
6243000000-5.738256 qam14
7251000000-6.438256 qam15
8259000000-638256 qam16
9267000000-5.738256 qam17
10275000000-5.540256 qam18
11283000000-4.938256 qam19
12291000000-5.238256 qam20
13299000000-4.238256 qam21
14307000000-4.538256 qam22
15315000000-438256 qam23
16323000000-4.538256 qam24
17331000000-4.538256 qam25
18339000000-4.938256 qam26
19347000000-5.238256 qam27
20355000000-5.240256 qam28
21363000000-6.438256 qam29
22371000000-6.438256 qam30
23379000000-7.938256 qam31
24387000000-7.738256 qam32



Downstream bonded channels

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

1Locked38.611451180
2Locked38.615692151
3Locked38.911832535
4Locked38.910741570
5Locked38.910391185
6Locked38.98381037
7Locked38.98341116
8Locked38.98481033
9Locked38.6892988
10Locked40.31195955
11Locked38.9968934
12Locked38.9787379
13Locked38.9766826
14Locked38.9678721
15Locked38.9675818
16Locked38.9836929
17Locked38.9797689
18Locked38.6711847
19Locked38.9943786
20Locked40.3839731
21Locked38.9843659
22Locked38.6524255
23Locked38.9884817
24Locked38.6821720

 

Upstream bonded channels

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

12580000050.5512064 qam4
24620000051512064 qam1
33940009351512064 qam2
43260003951512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010



Network Log

Time Priority Description

07/08/2022 06:11:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 04:36:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 04:17:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 02:25:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 02:25:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 21:14:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 19:21:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 19:21:25criticalReceived 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 19:20:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 19:16:28criticalReceived 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 19:15:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 19:12:22criticalReceived 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 19:11:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 19:08:10criticalReceived 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 19:03:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 19:03:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 19:02:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 19:02:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 19:01:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2022 19:01:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

jbrennand
Very Insightful Person
Very Insightful Person
Not good - you need a Tech visit to adjust the down power levels all are low and some are out of the recommended range - ant the Up powers are all maxed out - need reducing

--------------------
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.

Ah okay, what's the best thing to say to them when I ring up customer service. 

 

Thanks for your help and input 🙂 


@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!

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. 

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.
 

shaynemawer
On our wavelength

*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.