Frequent loss of connectivity

[CicadaEffect]

Hi,

I work with another from home during the day in the week and we have consistently over many months and weeks suffered dropouts what seems like every day.  It is very disruptive with our virtual desktops over VPN and the conference calls - i.e. we have to frequently re-login with passwords and security tokens etc.

Before we leave VM and go with another supplier.  I would like to ask the good volunteers here and the official VM staff if there is anything that VM can do before we leave?

I will follow up with BQM graphs and CM stats.  Thanks in advance!

Background

Following similar issues in April / May and since the beginning of this year, an engineer came out in June and inspected my set-up.  He also checked the position in the local cabinet and fitted an attenuator to the Hub to drop the signal levels.  Another remote engineer told me some failing equipment further upstream in the network had also been replaced.  Overall there is not much improvement from my end.

Our setup:

• Hub 3.0 in Cable Modem mode
• TP Link Archer C2300 wireless gigabit router

My laptop connection:

• Cat 5 network cable
• Netgear 5 port gigabit switch

Other's laptop connection:

• Wireless 5GHz

[CicadaEffect]

Forgot to say, after calling 150 was advised Hub needed reboot..

Following reboot around 12:35

Network Log

Time	Priority	Description
19/08/2021 11:31:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 11:28:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 11:10:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 11:10:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 10:10:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 10:10:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 03:55:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 03:55:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 03:55:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 03:55:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 03:55:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 02:50:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 02:44:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 02:44:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 01:32:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 01:31:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 01:29:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 01:29:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 01:26:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 01:26:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;

[CicadaEffect]

Downstream bonded channels

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

1	202750000	6.5	38	256 qam	9
2	210750000	6.6	38	256 qam	10
3	218750000	6.3	38	256 qam	11
4	226750000	6.3	38	256 qam	12
5	234750000	5.8	38	256 qam	13
6	242750000	5.6	38	256 qam	14
7	250750000	5.3	38	256 qam	15
8	258750000	5.3	38	256 qam	16
9	266750000	5.1	38	256 qam	17
10	274750000	5.3	38	256 qam	18
11	282750000	5.5	38	256 qam	19
12	290750000	6	38	256 qam	20
13	298750000	6.4	38	256 qam	21
14	306750000	6.5	38	256 qam	22
15	314750000	6.3	38	256 qam	23
16	322750000	5.9	38	256 qam	24
17	330750000	5.6	38	256 qam	25
18	338750000	5.6	38	256 qam	26
19	346750000	5.6	38	256 qam	27
20	354750000	5.5	38	256 qam	28
21	362750000	5.5	38	256 qam	29
22	370750000	5.5	38	256 qam	30
23	378750000	5.3	38	256 qam	31
24	386750000	5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	149	45
2	Locked	38.6	141	47
3	Locked	38.9	140	38
4	Locked	38.6	133	44
5	Locked	38.9	128	40
6	Locked	38.6	126	32
7	Locked	38.9	122	34
8	Locked	38.6	119	32
9	Locked	38.6	116	30
10	Locked	38.6	107	39
11	Locked	38.9	103	32
12	Locked	38.9	108	31
13	Locked	38.6	109	30
14	Locked	38.6	105	29
15	Locked	38.9	95	30
16	Locked	38.9	100	28
17	Locked	38.9	88	29
18	Locked	38.9	102	29
19	Locked	38.6	94	30
20	Locked	38.9	113	28
21	Locked	38.6	107	28
22	Locked	38.9	87	29
23	Locked	38.6	88	29
24	Locked	38.6	96	28

[CicadaEffect]

this morning the T3 timeouts were on every band around 5-9 prior to Hub reboot.

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

1	39400000	37.8	5120	64 qam	6
2	46200000	37.8	5120	64 qam	5
3	25800000	37.5	5120	64 qam	8
4	32600000	37.5	5120	64 qam	7

Upstream bonded channelsChannel 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

[CicadaEffect]

Today's BQM graph

[jbrennand]

Doesnt look good. Just to see if the Asus is causing the issues - can you take it out for an hour or two and just run with the Hub in normal router mode.

BTW - do you really mean Cat5 cable ? That will be quite old - try swapping it to a New solid core, shielded Cat6 one (reasonably cheap) in case its introducing a problem into the connection

[CicadaEffect]

BQM August 1 to 18 2021

1 Aug 2021

2 Aug 2021

3 Aug 2021

4 Aug 2021

5 Aug 2021

6 Aug 2021

7 Aug 2021

8 Aug 2021

9 Aug 2021

10 Aug 2021

11 Aug 2021

12 Aug 2021

13 Aug 2021

14 Aug 2021

15 Aug 2021

16 Aug 2021

17 Aug 2021

18 Aug 2021

[CicadaEffect]

Hi,

Thanks for your suggestions.  The wireless router is in there because the hub 3.0 was not performing well with the wireless, but I understand your point about elimination.  It will be a bit disruptive to do that, but I will have a think to see when that is possible.

The dropouts do coincide with the red marks on the BQM graphs.  If the cables were at fault wouldn't we suffer degradation and dropouts all the time including on the rare 'good' days in terms of the BQM graphs? 

These are the cables on the route to my laptop:

Hub 3.0 ----- short cat5e ----->  Wireless Router ----- long cat 5e -----> Gigabit switch ----- short  cat5 patch -----> laptop

[Roger_Gooner]

I won't expect to see Post RS Errors so soon after a reboot, and the log shows that the modem is struggling to maintain full communications with the CMTS. You need a tech to come round.

[CicadaEffect]

Thank you for taking a look.   Post RS is creeping up this morning and around 4AM seeing synchronisation / partial service in the logs.  Not sure if this is 'normal' or 'usual' to see.  No T3 timeouts yet like I saw on previous days. 

Do you think it best to call 150 to request an Engineer or wait for one of the VM staff to comment?

My current plan is over the w/e to revert out of Cable Modem mode, reset Hub 3 to work in router mode and reconfigure to make the TP-Link C2300 WiFi only - see if that makes a difference to the BQM graphs.

Downstream bonded channels

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

1	202750000	6.8	38	256 qam	9
2	210750000	6.9	38	256 qam	10
3	218750000	6.4	38	256 qam	11
4	226750000	6.4	38	256 qam	12
5	234750000	5.9	38	256 qam	13
6	242750000	5.8	38	256 qam	14
7	250750000	5.4	38	256 qam	15
8	258750000	5.4	38	256 qam	16
9	266750000	5.3	38	256 qam	17
10	274750000	5.5	38	256 qam	18
11	282750000	5.5	38	256 qam	19
12	290750000	6	38	256 qam	20
13	298750000	6.5	38	256 qam	21
14	306750000	6.6	38	256 qam	22
15	314750000	6.5	38	256 qam	23
16	322750000	6	38	256 qam	24
17	330750000	5.9	38	256 qam	25
18	338750000	5.9	38	256 qam	26
19	346750000	5.9	38	256 qam	27
20	354750000	5.8	38	256 qam	28
21	362750000	5.8	38	256 qam	29
22	370750000	5.6	38	256 qam	30
23	378750000	5.5	38	256 qam	31
24	386750000	5.3	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	1127	894
2	Locked	38.6	1039	736
3	Locked	38.9	1026	682
4	Locked	38.6	980	804
5	Locked	38.6	962	676
6	Locked	38.6	906	605
7	Locked	38.6	851	588
8	Locked	38.6	825	490
9	Locked	38.6	812	548
10	Locked	38.6	770	490
11	Locked	38.6	740	535
12	Locked	38.6	726	539
13	Locked	38.6	691	450
14	Locked	38.9	682	516
15	Locked	38.9	673	448
16	Locked	38.9	667	453
17	Locked	38.9	644	435
18	Locked	38.9	594	416
19	Locked	38.6	596	415
20	Locked	38.9	612	411
21	Locked	38.9	578	496
22	Locked	38.9	561	402
23	Locked	38.6	535	395
24	Locked	38.6	510	426

Upstream bonded channels

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

1	39400000	37	5120	64 qam	6
2	46200000	37.3	5120	64 qam	5
3	25800000	36.8	5120	64 qam	8
4	32600000	36.8	5120	64 qam	7

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

Network Log

Time Priority Description

20/08/2021 04:03:16	Warning!	RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 04:03:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 04:02:25	Warning!	RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;