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CicadaEffect
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Frequent loss of connectivity

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
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CicadaEffect
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Re: Frequent loss of connectivity

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;

 

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CicadaEffect
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Re: Frequent loss of connectivity

Downstream bonded channels

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

12027500006.538256 qam9
22107500006.638256 qam10
32187500006.338256 qam11
42267500006.338256 qam12
52347500005.838256 qam13
62427500005.638256 qam14
72507500005.338256 qam15
82587500005.338256 qam16
92667500005.138256 qam17
102747500005.338256 qam18
112827500005.538256 qam19
12290750000638256 qam20
132987500006.438256 qam21
143067500006.538256 qam22
153147500006.338256 qam23
163227500005.938256 qam24
173307500005.638256 qam25
183387500005.638256 qam26
193467500005.638256 qam27
203547500005.538256 qam28
213627500005.538256 qam29
223707500005.538256 qam30
233787500005.338256 qam31
24386750000538256 qam32



Downstream bonded channels

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

1Locked38.614945
2Locked38.614147
3Locked38.914038
4Locked38.613344
5Locked38.912840
6Locked38.612632
7Locked38.912234
8Locked38.611932
9Locked38.611630
10Locked38.610739
11Locked38.910332
12Locked38.910831
13Locked38.610930
14Locked38.610529
15Locked38.99530
16Locked38.910028
17Locked38.98829
18Locked38.910229
19Locked38.69430
20Locked38.911328
21Locked38.610728
22Locked38.98729
23Locked38.68829
24Locked38.69628
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CicadaEffect
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Re: Frequent loss of connectivity

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
13940000037.8512064 qam6
24620000037.8512064 qam5
32580000037.5512064 qam8
43260000037.5512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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CicadaEffect
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Re: Frequent loss of connectivity

Today's BQM graph

My Broadband Ping - Home

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jbrennand
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Message 6 of 15
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Re: Frequent loss of connectivity

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

--------------------
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.
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CicadaEffect
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Message 7 of 15
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Re: Frequent loss of connectivity

BQM August 1 to 18 2021

1 Aug 2021

My Broadband Ping - Home

 

2 Aug 2021

My Broadband Ping - Home

 

3 Aug 2021

My Broadband Ping - Home

 

4 Aug 2021

My Broadband Ping - Home

 

5 Aug 2021

My Broadband Ping - Home

 

6 Aug 2021

My Broadband Ping - Home

 

7 Aug 2021

My Broadband Ping - Home

 

8 Aug 2021

My Broadband Ping - Home

 

9 Aug 2021

My Broadband Ping - Home

 

10 Aug 2021

My Broadband Ping - Home

 

11 Aug 2021

My Broadband Ping - Home

 

12 Aug 2021

My Broadband Ping - Home

 

13 Aug 2021

My Broadband Ping - Home

 

14 Aug 2021

My Broadband Ping - Home

 

15 Aug 2021

My Broadband Ping - Home

 

16 Aug 2021

My Broadband Ping - Home

 

17 Aug 2021

My Broadband Ping - Home

 

18 Aug 2021

My Broadband Ping - Home

 

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CicadaEffect
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Message 8 of 15
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Re: Frequent loss of connectivity

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

 

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Roger_Gooner
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Message 9 of 15
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Re: Frequent loss of connectivity

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.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG108S 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
CicadaEffect
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Message 10 of 15
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Re: Frequent loss of connectivity

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

12027500006.838256 qam9
22107500006.938256 qam10
32187500006.438256 qam11
42267500006.438256 qam12
52347500005.938256 qam13
62427500005.838256 qam14
72507500005.438256 qam15
82587500005.438256 qam16
92667500005.338256 qam17
102747500005.538256 qam18
112827500005.538256 qam19
12290750000638256 qam20
132987500006.538256 qam21
143067500006.638256 qam22
153147500006.538256 qam23
16322750000638256 qam24
173307500005.938256 qam25
183387500005.938256 qam26
193467500005.938256 qam27
203547500005.838256 qam28
213627500005.838256 qam29
223707500005.638256 qam30
233787500005.538256 qam31
243867500005.338256 qam32



Downstream bonded channels

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

1Locked38.91127894
2Locked38.61039736
3Locked38.91026682
4Locked38.6980804
5Locked38.6962676
6Locked38.6906605
7Locked38.6851588
8Locked38.6825490
9Locked38.6812548
10Locked38.6770490
11Locked38.6740535
12Locked38.6726539
13Locked38.6691450
14Locked38.9682516
15Locked38.9673448
16Locked38.9667453
17Locked38.9644435
18Locked38.9594416
19Locked38.6596415
20Locked38.9612411
21Locked38.9578496
22Locked38.9561402
23Locked38.6535395
24Locked38.6510426

 

Upstream bonded channels

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

13940000037512064 qam6
24620000037.3512064 qam5
32580000036.8512064 qam8
43260000036.8512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

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