Frequent Drop-Outs and Packet Loss

[ruu1989]

Greetings All,

VM customer for nearly 14 years across various residencies, and this is the first time I've experienced something like this.

I'm getting pretty frequent drop-outs and packet loss, not enough to cause too much of a problem browsing, but definitely enough to unsettle streaming services, gaming, and more importantly, video conferencing calls (yay, home working!).

BQM's Here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/560fab4b5c98b026adb692710394adc8ac5fcde4-28-07-2021

I'm noticing a lot of `SYNC Timing Synchronization failure - Loss of Sync` in the network log on the router itself, I'll attach the rest of the router info below for reference.

I have made a call to phone support, but after going through the usual rigmarole, despite explaining to the chap that they're very short losses of connection, he couldn't see anything on his end, so I was out of luck. He said I should phone up only when I have no internet, so please monitor it and call if it happens. Dude, the dropouts last 10-15 seconds, and I have to wait 40 minutes on hold to speak to a representative?

I asked to speak to second line tech support... 'oh, we don't have any more tech support.' Can I speak to a manager... 'No, they can't help you either.' So I just have to live with this? 'Sir, yes, for now, you will need to live with it.'

... I'm sorry... WHAT?!

So, glorious forum team and hive-mind, let's see what you've got. I've seen a few of these posts popping up, some eluding that our recent streak of warm weather may be exacerbating a problem in poorly maintained overcroweded cabinets... Crossing things. Based on the rude tone of the tech support rep I spoke to, I'll be making a complaint about that regardless.

[ruu1989]

Other router stats for your perusal:

Item Status Comments

Acquired Downstream Channel (Hz)	403000000	Locked
Ranged Upstream Channel (Hz)	39399988	Locked
Provisioning State	Online

Downstream bonded channels

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

1	403000000	-0.5	38	256 qam	30
2	203000000	3	40	256 qam	9
3	211000000	2.9	40	256 qam	10
4	219000000	3	40	256 qam	11
5	227000000	2.9	40	256 qam	12
6	235000000	2.5	40	256 qam	13
7	243000000	2.2	40	256 qam	14
8	251000000	2	40	256 qam	15
9	259000000	2	40	256 qam	16
10	267000000	2.2	40	256 qam	17
11	275000000	2.2	40	256 qam	18
12	283000000	2.5	40	256 qam	19
13	291000000	2.5	40	256 qam	20
14	299000000	2.2	40	256 qam	21
15	307000000	2	40	256 qam	22
16	315000000	1.7	40	256 qam	23
17	323000000	1.4	40	256 qam	24
18	363000000	0.7	40	256 qam	25
19	371000000	0.5	38	256 qam	26
20	379000000	0.2	38	256 qam	27
21	387000000	-0.2	40	256 qam	28
22	395000000	-0.5	38	256 qam	29
23	411000000	-0.5	38	256 qam	31
24	419000000	-0.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	13	0
2	Locked	40.9	176	0
3	Locked	40.3	134	0
4	Locked	40.9	128	0
5	Locked	40.3	84	0
6	Locked	40.3	75	0
7	Locked	40.3	58	0
8	Locked	40.3	39	0
9	Locked	40.3	56	0
10	Locked	40.3	67	0
11	Locked	40.3	86	0
12	Locked	40.9	93	0
13	Locked	40.9	71	0
14	Locked	40.9	50	0
15	Locked	40.3	11	0
16	Locked	40.3	22	0
17	Locked	40.3	13	0
18	Locked	40.3	8	0
19	Locked	38.9	8	0
20	Locked	38.9	7	0
21	Locked	40.3	12	0
22	Locked	38.9	16	0
23	Locked	38.6	13	0
24	Locked	38.9	21	0

[ruu1989]

Upstream bonded channels

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

1	39399988	46.3	5120	64 qam	4
2	46200041	47.8	5120	64 qam	3
3	53700012	48.8	5120	64 qam	2
4	60299974	49.8	5120	64 qam	1

Primary Downstream Service Flow

SFID	7364
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	7363
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Upstream bonded channels

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	0	0

Log Examples:

28/07/2021 16:12:54 Warning! Lost MDD Timeout;
28/07/2021 16:12:49 Warning! RCS Partial Service;
28/07/2021 16:12:49 critical SYNC Timing Synchronization failure - Loss of Sync;
28/07/2021 16:12:48 Warning! RCS Partial Service;
28/07/2021 16:12:48 critical SYNC Timing Synchronization failure - Loss of Sync;
28/07/2021 16:12:46 Warning! RCS Partial Service;

[Alex_RM]

Hi ruu1989,

Thanks for posting and welcome to our community 🙂

I'm sorry to hear you've had some issues with your connection.

I've been able to locate your account and everything looks within the specifications we would expect from our side.

Is this over a wired or wireless connection you have the issue?

Are you able to post a live link to your BQM?

Alex_Rm