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mycleung
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More intermittent 2 min drops in connection

Hi, I've got my Hub 3 in modem mode and am seeing a lot of intermittent drops for 1-3 mins throughout the day. BQM looks fine, but the error rates from the Hub 3 look crazy:

BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/74e0b93e86901938583c74e4ff43ea4bf6...

My Broadband Ping - Virgin Media Wilberforce

Logs:

ItemStatusComments
Acquired Downstream Channel (Hz)

387000000
Locked

Ranged Upstream Channel (Hz)

53699902
Locked

Provisioning State

Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 387000000 2.7 38 256 qam 32
2 203000000 4 38 256 qam 9
3 211000000 4.1 38 256 qam 10
4 219000000 4 38 256 qam 11
5 227000000 4.6 38 256 qam 12
6 235000000 4.4 38 256 qam 13
7 243000000 4.5 38 256 qam 14
8 251000000 4 38 256 qam 15
9 259000000 4.4 38 256 qam 16
10 267000000 4.8 38 256 qam 17
11 275000000 4.4 38 256 qam 18
12 283000000 3.7 38 256 qam 19
13 291000000 3.4 38 256 qam 20
14 299000000 3.2 38 256 qam 21
15 307000000 3 38 256 qam 22
16 315000000 3 38 256 qam 23
17 323000000 2.5 38 256 qam 24
18 331000000 2.9 38 256 qam 25
19 339000000 2.9 38 256 qam 26
20 347000000 3.4 38 256 qam 27
21 355000000 3 38 256 qam 28
22 363000000 3 38 256 qam 29
23 371000000 2.7 38 256 qam 30
24 379000000 3 38 256 qam 31

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 2325 91264
2 Locked 38.6 2579 88189
3 Locked 38.9 8370 95771
4 Locked 38.6 1120 81151
5 Locked 38.9 1428 73479
6 Locked 38.6 1617 77921
7 Locked 38.9 1554 73429
8 Locked 38.6 1726 82472
9 Locked 38.6 2020 108008
10 Locked 38.9 2224 86419
11 Locked 38.6 2688 77576
12 Locked 38.9 2525 79294
13 Locked 38.9 2243 78060
14 Locked 38.6 5571 90147
15 Locked 38.6 5572 92727
16 Locked 38.9 1556 90221
17 Locked 38.6 5178 119107
18 Locked 38.6 6403 102415
19 Locked 38.9 7082 87853
20 Locked 38.9 6730 98288
21 Locked 38.9 7576 101846
22 Locked 38.6 8545 94842
23 Locked 38.9 7638 80794
24 Locked 38.6 5286 92389

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53699902 44.5 5120 64 qam 2
2 46199947 44.3 5120 64 qam 3
3 60300000 44.5 5120 64 qam 1
4 39400000 43.8 5120 64 qam 4


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 26 0
2 ATDMA 0 0 20 0
3 ATDMA 0 0 11 0
4 ATDMA 0 0 18 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm


Primary Downstream Service Flow
SFID 111826
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 111825
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Thanks for your help in advance!

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Andrew-G
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Message 2 of 17
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Re: More intermittent 2 min drops in connection

Looks from the high number of T3 errors that you have an intermittent upstream noise problem.  When was the hub last rebooted, as that zeroes the error counts and gives an idea of how quickly they are rising.

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mycleung
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Message 3 of 17
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Re: More intermittent 2 min drops in connection

Rebooted 48 hours ago, I'm surprised that doesn't show on the BQM then but can very much believe we have an upstream problem

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Andrew-G
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Message 4 of 17
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Re: More intermittent 2 min drops in connection

I've flagged that for the forum staff to take a look and advise.  If needed they'll book a technician for you.

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Laurie_C
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Message 5 of 17
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Re: More intermittent 2 min drops in connection

Hi mycleung,

 

Thanks for getting in touch, and a very warm welcome back to the Community Forum. I'm sorry that you're having this problem.

 

I've been able to locate your account using your Forum details and I can see that there is a known issue in your area. This issue has an estimated resolution date of today at 16:00. Could you continue to monitor your connection after this time, and let us know if you are still seeing issues?

 

Kind regards,

Laurie

Laurie_C
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mycleung
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Message 6 of 17
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Re: More intermittent 2 min drops in connection

I reset my router at 10:30pm yesterday so have a fresh 12h of logs

Item Status Comments
Acquired Downstream Channel (Hz)
387000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 387000000 2.7 40 256 qam 32
2 203000000 4.3 38 256 qam 9
3 211000000 4.1 38 256 qam 10
4 219000000 4.3 38 256 qam 11
5 227000000 4.8 40 256 qam 12
6 235000000 4.8 40 256 qam 13
7 243000000 4.5 40 256 qam 14
8 251000000 4.5 40 256 qam 15
9 259000000 4.5 38 256 qam 16
10 267000000 5.1 40 256 qam 17
11 275000000 4.8 40 256 qam 18
12 283000000 4 40 256 qam 19
13 291000000 3.7 40 256 qam 20
14 299000000 3.5 38 256 qam 21
15 307000000 3.4 38 256 qam 22
16 315000000 3.4 40 256 qam 23
17 323000000 3 38 256 qam 24
18 331000000 3.2 40 256 qam 25
19 339000000 3 38 256 qam 26
20 347000000 3.5 40 256 qam 27
21 355000000 3.2 40 256 qam 28
22 363000000 3 40 256 qam 29
23 371000000 3 40 256 qam 30
24 379000000 3 40 256 qam 31


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 21242 46836
2 Locked 38.9 14926 51215
3 Locked 38.9 6630 58432
4 Locked 38.9 6254 62634
5 Locked 40.3 6643 64404
6 Locked 40.3 6909 56979
7 Locked 40.3 6301 73811
8 Locked 40.3 7027 76819
9 Locked 38.9 7091 71790
10 Locked 40.3 5485 78937
11 Locked 40.3 6083 79346
12 Locked 40.3 7360 59364
13 Locked 40.3 7328 66814
14 Locked 38.9 6598 62453
15 Locked 38.9 12995 60785
16 Locked 40.3 12119 65428
17 Locked 38.9 12104 70606
18 Locked 40.3 10762 71415
19 Locked 38.6 11059 79293
20 Locked 40.3 11839 79955
21 Locked 40.9 7095 75895
22 Locked 40.3 6974 86248
23 Locked 40.3 7035 89683
24 Locked 40.3 15837 86151

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 44 5120 64 qam 2
2 46200000 43.8 5120 64 qam 3
3 39400000 43.3 5120 64 qam 4
4 60300000 44 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 19 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 15 0
4 ATDMA 0 0 12 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm


Primary Downstream Service Flow
SFID 114290
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 114289
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

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mycleung
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Message 7 of 17
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Re: More intermittent 2 min drops in connection

Network Log
Time Priority Description
11/06/2021 09:19:57 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 09:18:21 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 09:18:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 09:18:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 09:18:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 09:18:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:58:29 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:58:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:58:24 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:58:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:47:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:47:27 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:47:22 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:47:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:47:22 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:47:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:33:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:33:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:33:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 07:33:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Laurie_C
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Message 8 of 17
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Re: More intermittent 2 min drops in connection

Hi mycleung,

 

Thanks for getting back to me. I'm afraid that the estimated resolution time with this outage has been pushed back to the 17th of June at 20:00. I am sorry about this, thank you for your patience.

 

Kind regards,

Laurie

Laurie_C
Forum Team
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mycleung
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Message 9 of 17
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Re: More intermittent 2 min drops in connection

Hi Laurie,

Thanks for the update, that's a really disappointing amount of time to be going with an extremely shaky connection.

Would you happen to know when this outage was recorded to have started? We've been dealing with this for at least 4 weeks now and if the outage only started recently then it may not be the cause

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Megan_L
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Message 10 of 17
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Re: More intermittent 2 min drops in connection

Hi Mycleung, 

Thanks for coming back to us about this outage, I understand technical faults can be frustrating, however unfortunately we can't guarantee a faultless service 😞

The outage was originally reported on 07 JUN 2021. 

I am sure the engineers will be working incredibly hard to get this fixed as soon as possible for you.
Thanks, 
Megan_L
 

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