Menu
Reply
chrismcevoy72
  • 10
  • 0
  • 1
Tuning in
615 Views
Message 1 of 13
Flag for a moderator

Frequent Short Drop in Connection

Hi,

Over the past month or so the reliability of the broadband connection (350Mbps) has really deteriorated.  We now get almost daily bouts of short temporary drops in connection, lasting anything between a few seconds, up to a few minutes.  This affects wired and wifi.  We have the router in modem mode.

Here is the data:

Downstream bonded channels

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

12987500004.838256 qam21
21387500005.538256 qam1
31467500005.538256 qam2
41547500005.538256 qam3
51627500005.538256 qam4
61707500005.838256 qam5
71787500005.638256 qam6
81867500005.838256 qam7
91947500005.638256 qam8
102027500005.538256 qam9
112107500005.438256 qam10
122187500005.538256 qam11
132267500005.338256 qam12
14234750000538256 qam13
15242750000538256 qam14
16250750000538256 qam15
172587500004.938256 qam16
182667500004.938256 qam17
192747500004.638256 qam18
202827500004.638256 qam19
212907500004.638256 qam20
223067500004.638256 qam22
233147500004.838256 qam23
243227500004.638256 qam24

 

Downstream bonded channels

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

1Locked38.693119721
2Locked38.682120178
3Locked38.673924833
4Locked38.978725602
5Locked38.670128980
6Locked38.678433111
7Locked38.681326564
8Locked38.690621328
9Locked38.678721461
10Locked38.979819951
11Locked38.985120304
12Locked38.979518281
13Locked38.971119053
14Locked38.979619106
15Locked38.675919991
16Locked38.978318571
17Locked38.685119857
18Locked38.680019172
19Locked38.684119359
20Locked38.984118187
21Locked38.990417185
22Locked38.691517453
23Locked38.696018613
24Locked38.695220873

 

Upstream bonded channels

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

1537000003.25512064 qam6
2394000003.275512064 qam8
3462000003.25512064 qam7
4603000003.25512064 qam5

 

examples:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0ad170e3c3d741b99c34bcadad7018ce1d... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/509afa206430ae4073c20531cfa7ecfa75... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bc11183f345e5acddb9af8ef6c8ca8ced1... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a12a88bd00e44f9f9aadc7403c6c445dea... 

0 Kudos
Reply
jbrennand
  • 22.45K
  • 2.4K
  • 4K
Very Insightful Person
Very Insightful Person
591 Views
Message 2 of 13
Flag for a moderator

Re: Frequent Short Drop in Connection

Can yo reboot the Hub by switching it off for 5'then back on - then check that the RS error counts have all reset to 0 - then see if they start reappearing over the next few days - they shouldnt.

Can you also post up the Network logs and a BQM link covering the same period - the BQM's are not very pretty!

A 60 second pinhole reset might be worth trying - a lot of the VM tech's are suggesting it as a first option. See posts on here for the "how to" if you need to

--------------------
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.
chrismcevoy72
  • 10
  • 0
  • 1
Tuning in
573 Views
Message 3 of 13
Flag for a moderator

Re: Frequent Short Drop in Connection

Ok, thanks John. I've done the 60 second pin reset tonight and will monitor over the next couple of days.

0 Kudos
Reply
chrismcevoy72
  • 10
  • 0
  • 1
Tuning in
523 Views
Message 5 of 13
Flag for a moderator

Re: Frequent Short Drop in Connection

Reply 2 of 3 - Hub Stats since 60sec pin reset on Saturday:

Downstream bonded channels

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

14027500004.337256 qam25
21867500005.538256 qam7
31947500005.338256 qam8
42027500005.138256 qam9
5210750000538256 qam10
6218750000538256 qam11
7226750000538256 qam12
82347500004.638256 qam13
92427500004.538256 qam14
102507500004.538256 qam15
112587500004.438256 qam16
122667500004.438256 qam17
132747500004.138256 qam18
142827500004.338256 qam19
152907500004.338256 qam20
162987500004.338256 qam21
173067500004.138256 qam22
183147500004.338256 qam23
193227500004.338256 qam24
204107500004.337256 qam26
21418750000437256 qam27
224267500004.137256 qam28
23434750000437256 qam29
244427500003.737256 qam30



Downstream bonded channels

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

1Locked37.359731
2Locked38.6880
3Locked38.6700
4Locked38.91160
5Locked38.6680
6Locked38.9720
7Locked38.61270
8Locked38.61170
9Locked38.91210
10Locked38.91170
11Locked38.91720
12Locked38.62070
13Locked38.92490
14Locked38.92850
15Locked38.63940
16Locked38.64710
17Locked38.65880
18Locked38.66630
19Locked38.68260
20Locked37.663081
21Locked37.679850
22Locked37.391650
23Locked37.6112900
24Locked37.3121760
0 Kudos
Reply
chrismcevoy72
  • 10
  • 0
  • 1
Tuning in
521 Views
Message 6 of 13
Flag for a moderator

Re: Frequent Short Drop in Connection

Reply 3 of 3 - Server logs since 60sec pin reset on Saturday:

Network Log

Time Priority Description

27/08/2020 21:29:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 18:42:24ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 15:48:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 15:26:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 13:33:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 19:50:31ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 21:32:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 20:05:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 19:58:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 19:55:36Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 19:55:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 06:18:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 06:18:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 06:16:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 06:16:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 06:11:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 06:11:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 06:08:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 06:08:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Anonymous
Not applicable
518 Views
Message 7 of 13
Flag for a moderator

Re: Frequent Short Drop in Connection

Are your upstream power levels still around this level?

Upstream bonded channels

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

1537000003.25512064 qam6
2394000003.275512064 qam8
3462000003.25512064 qam7
4603000003.25512064 qam5
0 Kudos
Reply
chrismcevoy72
  • 10
  • 0
  • 1
Tuning in
516 Views
Message 8 of 13
Flag for a moderator

Re: Frequent Short Drop in Connection

Current upstream stats:

Upstream bonded channels

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

1537000383.2512064 qam6
2393999803.225512064 qam8
3461999943.2512064 qam7
4603001013.2512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
Anonymous
Not applicable
514 Views
Message 9 of 13
Flag for a moderator

Re: Frequent Short Drop in Connection

They are a little on the low side, however I'm unsure if VM would adjust them.

Your BQM does show erratic periods of time.

chrismcevoy72
  • 10
  • 0
  • 1
Tuning in
460 Views
Message 10 of 13
Flag for a moderator

Re: Frequent Short Drop in Connection

So does this look like a fault I should request an engineer visit for?

Mod team? 🤔

0 Kudos
Reply