Constant dropout in my connection

[Mollison89]

I am having constant drops in my internet connection (multiple times on a daily basis - generally in the evenings) and have set up a broadband quality monitoring which shows regular spikes in packet loss and high frequency of latency above 60ms. 

Looking through some of these threads this is an issue which need to be resolved in the street cabinets. We have conducted multiple resets and multiple hub positions in the house over the last 6 months but there are still frequent drop outs in our connection.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3949ef436ed3a31dc10bfa2aa8662846a492027c

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3949ef436ed3a31dc10bfa2aa8662846a492027c">My Broadband Ping</a>

[RT123]

Hi,

 As I suspected from the BQM - the number of PostRS errors  are high.There’s also a lot of RCS Partial Service errors as well as T3, T4 and T5 timeouts.

In a few hours or so, could you please post the downstream logs again?

[Mollison89]

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

1	203000000	3	40	256 qam	9
2	139000000	3.4	40	256 qam	1
3	147000000	3.5	40	256 qam	2
4	155000000	3.5	40	256 qam	3
5	163000000	3.4	40	256 qam	4
6	171000000	3.5	40	256 qam	5
7	179000000	3.4	40	256 qam	6
8	187000000	3.5	40	256 qam	7
9	195000000	3.2	40	256 qam	8
10	211000000	2.9	40	256 qam	10
11	219000000	2.9	40	256 qam	11
12	227000000	2.9	40	256 qam	12
13	235000000	3	40	256 qam	13
14	243000000	3.4	40	256 qam	14
15	251000000	3.7	40	256 qam	15
16	259000000	3.7	40	256 qam	16
17	267000000	3.7	40	256 qam	17
18	275000000	3.7	40	256 qam	18
19	283000000	3.7	40	256 qam	19
20	291000000	3.7	40	256 qam	20
21	299000000	3.9	40	256 qam	21
22	307000000	3.7	40	256 qam	22
23	315000000	3.7	40	256 qam	23
24	323000000	3.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	307047	168991
2	Locked	40.3	765966	507005
3	Locked	40.3	2829190	1131452
4	Locked	40.3	1310251	435994
5	Locked	40.9	260393	216511
6	Locked	40.3	260802	187972
7	Locked	40.3	268087	186918
8	Locked	40.9	242574	172950
9	Locked	40.9	223925	164441
10	Locked	40.3	227831	156936
11	Locked	40.9	218573	161804
12	Locked	40.3	167735	145377
13	Locked	40.3	155344	141147
14	Locked	40.9	163147	136569
15	Locked	40.3	169250	139116
16	Locked	40.3	143531	138416
17	Locked	40.9	123109	133276
18	Locked	40.3	114490	124037
19	Locked	40.3	108303	119383
20	Locked	40.3	111859	127383
21	Locked	40.3	115112	120150
22	Locked	40.9	103307	123359
23	Locked	40.3	93048	113710
24	Locked	40.3	94601	107969

[RT123]

So the PostRS errors are not rising.

What is the BQM looking like today? 

Could you also please post the network logs again - just to confirm that the frequent T3 timeouts and RCS Partial Services errors are ongoing 

[Mollison89]

BQM has been better over the weekend

06/05/2024 05:18:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2024 02:55:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2024 01:06:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2024 15:26:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 23:44:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 23:44:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:53:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:56:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:56:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:56:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:56:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:29:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d63e58b113ce4855faac7b448020483106...

[Ilyas_Y]

Hey @Mollison89 Thanks for reaching out to us today. 👋🏼

I'm sorry to hear about the issues with the internet you are having. 😢
I can see there is a performance issue and we will need to investigate this further.

I will send a private message to further assist. 🧾

Kind regards,
Ilyas.

[Mollison89]

Thanks i have responded in the private mail. Our connection over the last couple of days has been terrible.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d63e58b113ce4855faac7b448020483106...

Network Log

Time Priority Description

09/05/2024 18:48:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:48:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:47:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:47:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:47:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:47:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:46:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:46:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:45:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:43:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:33:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:33:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:33:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:33:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:31:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:30:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:29:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 18:29:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 16:56:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2024 16:56:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Martin_N]

Thank you for this information Mollison89. If you can respond with my colleague over private message they will be able to assist further. 

^Martin